How do I review and manage user suggestions?

This article explains how administrators and editors review, edit, and manage user suggestions in the Knowledge Hub and how accepted suggestions are integrated into the heatmap.

Written By Matthias Musenbrock

Last updated About 1 month ago

What are user suggestions?

User suggestions are insights captured during fault diagnosis in real service cases.

Service technicians can suggest:

  • New symptoms that are not yet represented

  • New causes that explain specific faults

User suggestions are reviewed centrally in the Knowledge Hub before they affect the knowledge base.

What can I do with suggestions that need review?

If new user suggestions are submitted, a red indicator dot is displayed in the User Suggestions section.

For suggestions with the status Needs review, administrators and editors can choose one of the following actions:

Transfer suggestion to knowledge base

The suggestion is accepted and directly integrated into the knowledge base.

When a suggestion is transferred:

  • A complete case (symptom and cause) is saved to the logbook

  • The suggestion status changes to Completed

Edge case: Symptom suggestions without a linked cause

What happens?

If a symptom suggestion is submitted without selecting or confirming a cause, the suggestion cannot be accepted.

In this case, the Accept option is disabled.

Why does this happen?

Symptoms must always be linked to at least one cause to ensure a consistent and meaningful heat map structure.

Edit suggestion

The suggestion can be customised before acceptance.

You can, for example:

  • Adjust the symptom or cause label

  • Add or refine competences

  • Add additional information to improve clarity and quality

After editing, the suggestion can be transferred to the knowledge base.

Decline suggestion

The suggestion is rejected if it does not meet quality requirements or is not relevant.

Declined suggestions:

  • Are not added to the heatmap

  • Are not marked as Completed

Important notes

  • User suggestions extend the structure of the heatmap, not the frequencies

  • Existing heatmap connections are not modified

  • Suggestions improve the knowledge base using real field feedback

  • Accepted suggestions always create a direct link between cause and symptom

  • No changes are applied automatically
    Every suggestion requires manual review and confirmation.

FAQ

Can I edit a suggestion before accepting it?
Yes. Suggestions can be edited to e.g add missing information.

What is the difference between “Needs review” and “Completed”?
“Needs review” contains all suggestions that still require a decision.
“Completed” contains all accepted suggestions.

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