Triage is a diagnosis with less evidence
The help desk has what the customer can send. Field Triage works with that: it reads what it can, asks precisely for what it needs, and distinguishes what can be checked by phone from what needs a visit — so dispatch is a decision, not a default.
The kit list
When a visit is needed, the ranked probable causes and the parts for the top three go to the technician before they leave. One visit instead of two is the single largest saving in field service.
Boundaries
Requests to defeat safety functions are refused with the manual cited. The help desk is not put in the position of saying no alone.