Create a product non-conformance case using playbook

  • Release version: Australia
  • Updated March 12, 2026
  • 4 minutes to read

    • Create a non-conformance case for the products that have issue using the playbook experience.

    Before you begin

    Role required: Product Non-conformance Submitter (sn_mfg_qm.product_non_conformance_submitter) or Product Non-conformance Triager (sn_mfg_qm.product_non_conformance_case_triager)

    Procedure

    1. Navigate to Workspaces > CSM/FSM Configurable Workspace > List > Product Non Conformance Case > All > New.
      The guided Product Non Conformance Case playbook displays.
    2. Quick start.
      1. Select Install Base.
        The account associated with the install base item is displayed.
      2. Select Continue.
    3. Describe the issue
      1. Enter the Issue description.
      2. Select Add file, to add supporting documents.
      3. Select Continue.
    4. Follow-up
      1. On the Issue Details form, fill in the following fields.
        Field Description
        What is the problem? Description of the problem or incident in clear, concise terms.
        Where is the problem observed? Location of the issue.
        When did this problem happen or get identified? Timeline of the issue. This includes when it was first detected, when it occurred, and the duration of its impact.
        Who is involved, responsible, or affected by the problem? Details of the customer facing the problem.
        Why is this problem important? Underlying causes of the issue.
        How will the problem be resolved? Details of how the issue will be resolved.
        How much will it cost to fix the problem? Number of parts or customers affected.
      2. Select Back to return to the previous form.
      3. Select Save.
      4. Select Continue.
      Note:
      Select Restart to clear all the form data entry and start over without leaving the form.
    5. Identify duplicate

      Duplicate non-conformance details are displayed. You can open the record and verify if the record is duplicate or not. If the record is confirmed as duplicate, then it is marked as Closed Duplicate.

      Select Submit.

    6. Add correction action
      1. Select Log or select a correct to add correction action.
        1. Select Recommend corrections.

          The correction action recommendations are displayed.

        2. Select Add.
        3. In the Add correction details form, fill in the following details:
          Field Description
          Short description Short note.
          Description Detailed description of the correction action.
        4. Select Add Expense.
        5. In the Expense line form, fill in the following details:
          Field Description
          Description Short note on the expense line.
          CoPQ type CoPQ type:
          • Part
          • Labor
          • Service
          • Material
          • Rework
          Amount Amount of CoPQ expense line.
          Asset Identification number of the asset associated with the expense line, if any.
          Note:
          You can add multiple expense lines.
        6. Select Save to save the expense line.
        7. Select Back to return to the previous form.
        8. Select Continue.
      2. Select Create remediation action plan.
        Note:
        If you have already created correction action for this case, a notification is displayed to remove the correction action.
        1. Select Add.
        2. In the Remediation action plan details form, fill in the following details:
          Field Description
          Plan name Name of the remediation action plan.
          Description Detailed description of the remediation action plan.
        3. Select Add planned line charges.
          Field Description
          CoPQ type CoPQ type:
          • Part
          • Labor
          • Service
          • Material
          • Rework
          Quantity Number of units.
          Unit cost Cost per unit.
          Product model Select the product model.
          Unit of measure Select the unit of measure
          Planned cost Planned cost will be auto calculated based on the quantity * unit cost * unit of measure.
          Note:
          You can add multiple planned line charges.
        4. Select Save.
        5. Select Continue.
      3. Select No action at this time.
        Note:
        If you have already created correction action or remediation action for this case, a notification is displayed to remove them.

        Select Continue.

    7. Review and Submit.
      On the Review and submit form, review all the details.
      Note:
      You can edit any activity if it is pending.

      Review issue details and support document provides all the required information for this case.

    8. Select Submit.
      The PNCC case is submitted for review.

    Create a product non-conformance case as resolver

    Before you begin

    Role required: Quality Issue Management Admin or product non-conformance resolver (sn_mfg_qm.product_non_conformance_resolver)

    Procedure

    1. Navigate to Workspaces > CSM/FSM Configurable Workspace > List > Product Non Conformance Case > All > New.
      The guided Product Non Conformance Case playbook displays.
    2. Create a non-conformance case
      1. Select Install Base.
        The account associated with the install base item is displayed.
      2. Select Continue.
    3. Understand the issue
      1. Examine the product details
        1. On the Product Details form, fill in the fields.

          For a description of the field values, see Product details form.

        2. Select Assign to me, to assign the case to self.
        3. Select Save & continue.
      2. Manage the issue details
        1. On the Issue Details form, fill in the fields.
        2. Select Save & continue.
      3. Manage the documents
        1. Select Add file and attache the required documents.
        2. Select Mark complete.
    4. Apply correction
      1. Select Recommend corrections.

        The correction action recommendations are displayed and it will be in close complete state.

      2. Select Use as template.

        Select the template based on your required correction action template. You can view the record source details.

      3. Select Add.
      4. Select edit to view and edit the correction actions form.

        You can add Correction actions form and CoPQ expense line form details.

      5. Select Create work order activity.
        On the work order form, add the Work order form details.
      6. Select Save.
    5. Batch containment
      1. Identify impact.
        1. Select Add.
        2. On the Create new Impact asset, fill in the following details.
          • Issue
          • Status
          • Asset
          • Install base
        3. Select Save.
        4. Select Continue.
      2. Apply Containment
        1. Select Recommend containment.

          The containment actions are displayed and it will be in close complete state.

        2. Select Use as template.

          Select the template based on your required correction action template. You can view the record source details.

        3. Select Add.
        4. Select edit to view and edit the containment actions form.

          You can add Correction actions form details.

        5. Select Save.
    6. Manage outcome
      1. Manage the Pre-Closure Checklist activity.
        1. Select Create quality investigation.
        2. Select Continue.
      2. Finish the process.
        1. Select State.
        2. To close, select Closed complete.
        3. Select Resolution code.
        4. To close, select Solved.
        5. Add Resolution notes.
        6. Select Close.