Countries:

CANADA, MEXICO, UNITED
STATES

Document ID: IK3400001

Availability:

ISIS, Bus ISIS, FleetISIS, NotSIR

Revision:

3

Major System:
Current
Language:

Feedback

Created:
Last
Modified:

10/16/2019

Author:

Sarah
Holtz

English

Other Languages: NONE
Viewed:

8/28/2025

9293
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Title : Service Portal iKNow Feedback Case Types
Applies To : All

CHANGE LOG
Please refer to the change log text box below for recent changes to this article:

8/28/2025 - Updated note for Service Portal - Data Update updates.
11/20/2024 - Removed references to certain Feedback types (iClaim, Product Review Center Parts Returns, Warranty Appeals, Warranty Adjustments,
and Warranty Audit/Policy Review Appeals)
5/28/2021 - Move instruction from download attachment to body of article.
10/22/2019 - Initial Article Release

DESCRIPTION
This document will guide the user through selecting the appropriate Feedback case type.
Choose this Feedback
Type:

When you need assistance relating to:

600/MRC/FSC

• Campaigns posted in Service Portal > Managed Repairs tab
o FSC: Can be identified by CalendarYear_1_Unique Identifier (Ex: 191XX)
o 600: Can be identified by CalendarYear_6_Unique Identifier (Ex: 196XX)
o MRC or Proactive Sales Policy Campaigns: Identifiers unique to repair. Stated in
description section of repair
• 600/MRC/FSC Campaign Work Instructions
• 600/MRC/FSC Campaign Warranty Submission Process
• 600/MRC/FSC Campaign Parts List

Customer Issue Resolution

To be used only by dealer principals to escalate product issues to Navistar.

Customer Service

• Any customer related issues, concerns, questions or complaints not resolved by opening
another type of iKNow case file or by contacting the CSE/FSM.
• Request assistance on behalf of a customer.
• Assistance in navigating the proper channels for support.
Customer Service Feedback case files provide a dealer with another avenue of support in
serving the customer.

Fault Code Action Plan
(FCAP)

Anything regarding FCAP questions, concerns, or issues. This may include:
• Broken links within the FCAP
• Missing or incorrect Parts, SRT.s, Warranty Coding, etc.





• Questions/concerns about FCAP diagnostics or procedures
iKNow - Search and Case
Management

• Have questions, concerns, or issues with the iKNow Homepage, Search or specific articles
• Need to gain access to iKNow or iKNow pages
• Have issues viewing, updating, or assigning new or existing case files
• Need dealer locations added to user IDs
• Have technical issue with iApproves

International 360

Questions/concerns with the International 360 application.

Labor Rate Request

To request an update to your Warranty Labor Rate.
Requirements:
• Dealers are not required to submit a labor rate request if they are satisfied with their
current rate. Current Rates will automatically transfer to the next year.
• Dealers wanting to submit for a Labor Rate Increase will be required to submit a
request for each location they want to increase.
• Dealers will be allowed One (1) Labor Rate Increase per Year (365 Days), per dealer
location.
• Dealers are required to demonstrate that the New Requested Rate is already being
charged to their customers

Parts Catalog Correction

Correct an error or omission in the Parts Catalog. This may include:
• Identify an image in the Parts Catalog that is incorrect or missing
• Identify an image in the Parts Catalog with an improper call out, an incorrect part
description
• Identify an image in the Parts Catalog with missing or incorrect Service Bill of
Material

Parts Catalog_Submission

• Have a request for an overall catalog improvement
• Identified missing information within the Parts Catalog
• Identified wrong information within the Parts Catalog
• Have any other Parts Catalog related concerns

PDI Issues/Complaints

Issue found which normally would be resolved during the Factory PDI, multiple trucks
delivered with similar issues, safety defect detected, etc.
NOTE: Please do not submit feedback on transit damage. Please file an “in transit warranty
Claim” by submitting an iApprove.

Recalls

• Technician experiencing an issue with performing recall repair
• Questions relating to the parts used for a recall
• Questions relating to progressive damage as the result of a failed recall part
• Approval for inspection only claim at time of repair when recall instructions do not have
• inspection only as an option
• Why customer vehicle A is not in recall, when customer vehicle B, built around same time
as A, is in recall
• Cannot find recalls from 1999 and older
• How to order CTS1075 recall label
• How to obtain cross border letter

Repair Management

• Questions/concerns regarding Repair Management application
• Inquiries or updates on enrolled OnCommand Service Partner fleets

Service Portal

Anything relating to Service Portal that is not otherwise covered in a different type. This
includes:
• What’s New Information
• The rotating graphic
• VIN Alerts questions that are not answered with the specific alert
• Anything pertaining to the Vehicle Information webpage
• Fleet Information Request Tool

Service Portal - Data
Updates

• Engine serial number update in Service Portal
• For ESN changes resulting from an engine swap, please submit a case file to the
Vehicle Programming group.
• Key code update in Service Portal
• Any other component serial number update in Service Portal
• Warranty Claim mileage rollback issues
• Warranty DTU Mileage/KM Updates

Service Tools

• Issue with a tool
• Recommendation for a tool that you think Navistar should have.

Standard Repair Times
(SRT)

• Missing SRTs
• SRT requests for review
• Questions related to the SRT Manual
• Help finding the correct SRT

Technical Publications

• Have issues finding a specific publication
• There are broken links within a manual
• Questions or concerns about a procedure in a manual
• Have an issue with a particular manual
• Notice missing information from a manual
• Encounter conflicting information between a manual and iKNow Article

Warranty General Coverage
Questions

• Questions regarding warranty coverage on a specific vehicle
• Any concerns on an iApprove, only if you think it should be added to your VIN under the
iApprove tab
• Any other general warranty questions

If you are still unsure what Feedback type to select, choose Customer Service and provide as much detail as possible. We will
provide assistance or route to the appropriate support area.
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