KANA Enterprise Documentation Process

Formatting Fault Codes for the KANA Article

Background

When a Remote Support Specialist is trying to solve a customer's Fault Code, he/she can search the KANA database for the fault code in several formats. If the person who writes the article enters all common formats of fault codes into the Additional Metadata: Fault Code field, then the Remote Support Specialist who is working with the customer is more likely to be able to find the appropriate article and associated solutions.

Click here to download a tool I created to help KANA article authors generate the common Fault Code formats. Save the Excel spreadheet to a data directory on your PC, and, if you use the tool frequently, place a shortcut on your desktop or in your Start menu.

The Excel document is a template, so when it opens, it clones itself, keeping the original document safe. When you're finished using it, don't bother to save it. The next time you open the document, it will generate a fresh copy of itself. Just be sure, as it's opening for the first time, that you enable macros. The macros only apply to the spreadsheet document and won't affect anything else on your PC.

At the time this document is being written there are three categories of controllers in the tool, FreeFlow Print Server, iGen Press Interface, and TEAK.

Using the KANA Fault Code Formatting Tool
Example 1: Single Fault Code

For teaching purposes we'll use iGen fault code
XPE-06-3040 (MOB HIS FIFO Overflow).

  1. Open KANA.xltm and if you see a screen prompt, choose to allow macros.
  2. Go to line 14, the iGen 1-station row, click on the first yellow field (it already shows XPE by default, so for XPE codes, you can skip this step) to reveal a down arrow to the right of the cell.
  3. Click on the down arrow to the right of the yellow cell to show the drop-down list of subsystem options.
  4. Click on XPE to populate the first yellow cell with XPE.
  5. Click on the yellow box to the right of the first box, type in 06 and tap your <Enter> key.
  6. Click on the yellow box to the right of that box, type in 3040, and tap your <Enter> key.

    Note: The green Search Strings cell now contains the four common variants of the fault code.
  7. Click on the gray [PSIP 1 Station] button to copy the contents of the green Search Strings cell to your Windows clipboard.

    If you're creating a Fault Code article, you can now go to the Additional Metadata tab, click on the Fault Code field, hold down your <Ctrl> key and tap your v key and the fault codes will now appear in your Fault Code field.

Using the KANA Fault Code Formatting Tool
Example 2: Charge Station; Four Consecutive Fault Codes

For teaching purposes we'll use iGen fault code
XPE-06-4012 (Yellow) Deskew Motor Missing +36 VDC.

Because the EDOC indicates that there is a code like this for each color and that the fault codes are consecutively numbered for MYCK respectively, when you write the article, substitute the letter X for the last number in the fault code and write a single article for all four colors. When it comes time to type in the Additional Metadata Fault Codes, you'll have four variants (with subsystem prefix/with and without dashes, and without subsystem prefix/with and without dashes) times four stations. That's sixteen fault code variants!

Here's the easy way to do it:

  1. Go to line 8 of the KANA tool.
  2. If you're documenting an XPE code, leave the yellow cell alone. It already has XPE in it. If you're documenting another subsystem, click on the XPE in the cell and note the down arrow appearing to the right of the cell. click on the down arrow to reveal a list of subsystems. Click on the one appropriate for your article.
  3. In the same row, click on the yellow cell with the column header of Chain, type in the chain number 06 and tap your <Enter> key.
  4. In the same row, click on the yellow cell with the column header of Link. Since our example, XPE-06-4012 is for yellow, it is the second fault code in the series. The first one would be XPE-06-4011, so type 4011 in the Link cell of row 14 and tap your <Enter> key.

    Note that the green cell on this row now shows all four variants of all four fault codes.
  5. Click on the gray [PSIP 4 Stations] button to copy the contents of that green cell to your Windows clipboard.
  6. In your KANA article, click on the Additional Metadata tab; click on the Fault Code field and hold down your <Ctrl> key and tap the letter v to paste the contents of the Windows clipboard into the Fault Code field.

 

If this article is unclear, incomplete, or inaccurate, or if the tool fails to download or to work properly, or is in need of modification, please click here to send me an email and describe the situation you wish to remedy.

Created by Norman A. Teck
March 31, 2016