A detailed look at the fields and dependencies in the Problems records, how to create a new Problem record & editing existing Problems.


The “Problem” record is used with Jobs/Work Items that contain a “Break/Fix” series of fields to denote a specific coded problem that may be encountered by a customer. It is simply a Code and a Description.

Some features are dependent upon your select plan for your account.

live_s_icon Indicates a feature is only available in LIVE Standard plan or above.

live_e_icon Indicates a feature is only available in LIVE Enterprise plan.


Problems can be limited to specific Product Categories i.e. where a Job/Work Item applies to a specific Product/Equipment the Actions can be restricted. In addition, Manufacturers can filter availability too. It is not essential to setup Problems to use Solarvista LIVE.

Where Problem Records are Used

The following files refer to Problem records so if you plan to use any of these, setting up the records in this file will be important or even critical:


Work Items:

  • Generic Job
  • Field Repair
  • Internal Repair
  • Depot Repair
  • Help Desk Call



  • Break/Fix Codes

Pre-requisite Files for Problem Records

When setting up Problem records, it is recommended to review the other data files that may need to be referred to by each record. These are the files that you may need to setup in advance:

  • Categories (Product)
  • Categories (Problem)
  • Manufacturers

Field Descriptions for Problem Records

The ID section holds the unique ID for the record:


Reference - holds the unique ID for the record (most records in LIVE have one of these). It cannot contain any spaces or non-standard characters. Once the record is saved, it is not possible to edit it afterwards. In most default situations, the Reference is automatically set using a counter sequence, however, you can setup your own if you prefer.


The Details section holds a description of the problem:


Description – a text field to describe the problem. This is limited to one line.


The Applicability section holds applicability information:


Product Categories – a list of the Product Categories where this Problem is applicable. If none are entered, ALL are applicable.

Manufacturers – a list of the Manufacturers where this Problem is applicable.If none are entered, ALL are applicable.


The Other section holds miscellaneous additional information:


Memo – a free text field that can be used for any purpose.

Category – a category for the Problem e.g. ‘Physical”, “Communication” etc. These are defined in the Categories file and set with a Type= “Problem”.

Code – used to hold an optional alternative ID code. This may be applicable in situations where information is being transferred to other systems via Connectors and the code here is used to identify the record to the other system.

Status – defines the status of the record as follows:

  • Disabled – is not active. The record will not appear for selection in other parts of the system.
  • Enabled – is active. The record will appear for selection in other parts of the system.

Creating a New Problem Record

To create a new Problem record:

  1. Click on the “Plus” button.
    A menu will appear.
  2. Within the “Data Sources” section, find “Problem”.
  3. Click on “Problem”. A new “empty” Problem record will appear.
  4. Populate all fields as you require.
  5. Click on the “Create” button.
  6. You may need to refresh the page to see the new record in a view using the Refresh button on the top bar.

Editing a Problem Record

To edit a Problem record:

  1. From the main menu, select Problem.
    The default view for Problem will open.
  2. Click on the Quick Filter button.
  3. Enter criteria for the Problem record you are looking for and click Apply button.
  4. The view will update. Find the record you are wanting to edit.
  5. Click anywhere on the row that shows the record. The record will open.
  6. You can edit any field that allows editing (some could be set to read only).
  7. Click on “Save” button to save changes.

Deleting a Problem Record

To delete a Problem record.

  1. From the main menu, select Problems. The default view for Problems will open.
  2. Click on the Quick Filter button.
  3. Enter criteria for the Problem record you are looking for and click Apply button.
  4. The view will update. Find the record you are wanting to delete.
  5. On the left side of the view is a column containing checkboxes.
  6. Check the box of the record you want to delete.
  7. Click the “Delete” button on the top right.

    A slide in dialog will appear prompting you to confirm the delete, by typing in the word “DELETE” again.
  8. To confirm, click the “Delete” button and the record (or records will be deleted).

Note: You cannot delete Problem records that have already been used upon Jobs/Work Items. You can delete Problem records referred to only by other Data Sources however this will leave those records without an associated to a valid Problem record. If this happens by accident, you can manually recreate the record ensuring the Reference is identical. You can also change the status of the record to prevent it appearing on screen in future whilst maintaining historical integrity.

Customising or Adding New Fields

Solarvista™ LIVE is built upon Zappforms™ – a uniquely flexible platform that allows you to edit fields (or remove them in some cases) as well as add your own fields. These new fields (or edited characteristics of existing fields) automatically become available within the web portal and the mobile apps. For more information, refer to the Customising section.

Importing Problem Data in Bulk using Import Tool

If you have a lot of Problem information to enter, you may prefer to upload this using the Import Tool that’s built into LIVE. The Import Tool enables Problem records to be created from “CSV” text files. CSV files can be created from a wide range of popular applications including Microsoft Excel. For more information on importing data into LIVE, please refer to the article here.

Continue the Setting Up Data series with Causes.