Every knowledge item has one status. It decides how the AI Service Engineer may use the item.
| Status |
Meaning |
| AI extracted |
Found in a source by the extraction and not looked at by a person yet. |
| Unverified |
Written by a person or taken from a closed case, not checked yet. |
| Expert confirmed |
An expert checked the item against the source and their experience. |
| Officially approved |
A knowledge manager approved it as company guidance. Only approved procedures are given as instructions. |
| Disputed |
Someone raised doubt, usually through a contradiction or an incident. |
| Superseded |
Replaced by a newer item, for example from a later document revision. |
| Obsolete |
No longer valid. |
| Rejected |
Wrong; never used. |
Superseded, obsolete and rejected items are closed: the assistant does not cite them.
| Type |
Example |
| Error code |
E37 on the controller of a pump |
| Alarm |
A warning on the display without a code |
| Symptom |
Noise at the bearing, a leak at the seal |
| Measurement |
A quantity with its unit and the range it should be in |
| Condition |
A state of the machine, such as after a power failure |
| Cause |
What makes the symptom or code appear |
| Diagnostic action |
A check that tells causes apart |
| Procedure |
A step-by-step instruction, with its safety messages |
| Resolution |
What fixes the cause |
| Expert note |
Experience that belongs to none of the types above |
| Label |
Values |
| Verification |
Unverified, Expert confirmed, Officially approved, Disputed, Rejected |
| Validity |
Active, Obsolete, Superseded |
The source types are Manual, Service bulletin, Service report, Service ticket, Maintenance
record, Spare-parts catalogue, Product catalogue, Error-code table, FAQ, Troubleshooting
procedure, Engineering note, Technical drawing, Historical case and Other.
| Status |
Meaning |
| Open |
Reported, nobody has started. |
| In progress |
A technician is working on it. |
| Closed |
Finished, with an outcome: Resolved, Unresolved or Escalated. |
In a case, linked knowledge items have a role: Observed symptom, Observed error code,
Proposed cause, Confirmed cause, Attempted resolution or Confirmed resolution.
| Status |
Meaning |
| Open |
Waiting for an expert. |
| Answered |
An expert answered; the technician sees the answer in the conversation. |
| Closed |
Done. |
| Status |
Meaning |
| Open |
Reported through a rating or by hand. |
| Investigating |
Someone is tracing it to the knowledge behind the answer. |
| Corrected |
The knowledge was fixed. |
| Withdrawn |
The knowledge was taken out of use. |
| Dismissed |
The answer was right after all. |
An incident has a severity: normal, or safety for answers rated unsafe.
| Label |
Meaning |
| High, medium or low confidence |
How well the evidence supports the answer. |
| Insufficient evidence |
The sources do not answer the question. |
| Approved procedure |
Every cited item is expert confirmed or officially approved. |
| Informational guidance |
The answer rests on items that are not verified yet. |
| Expert review recommended |
A safety rule fired and the draft is held back for an expert. |
