[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"detail-sidebar-cat-0-en-105":3,"doc-seo-269356-105":59,"doc-detail-269356-en":131},{"code":4,"msg":5,"data":6},0,"success",[7,13,18,23,28,33,38,43,48,51,55],{"id":8,"doc_module":4,"doc_module_name":9,"category_name":10,"show_sort_weight":11,"slug":12},1,"Document","Story & Novel",90,"story-novel",{"id":14,"doc_module":4,"doc_module_name":9,"category_name":15,"show_sort_weight":16,"slug":17},2,"Literature",80,"literature",{"id":19,"doc_module":4,"doc_module_name":9,"category_name":20,"show_sort_weight":21,"slug":22},4,"Exam",70,"exam",{"id":24,"doc_module":4,"doc_module_name":9,"category_name":25,"show_sort_weight":26,"slug":27},5,"Comic",60,"comic",{"id":29,"doc_module":4,"doc_module_name":9,"category_name":30,"show_sort_weight":31,"slug":32},6,"Technology",50,"technology",{"id":34,"doc_module":4,"doc_module_name":9,"category_name":35,"show_sort_weight":36,"slug":37},7,"Healthcare",40,"healthcare",{"id":39,"doc_module":4,"doc_module_name":9,"category_name":40,"show_sort_weight":41,"slug":42},8,"Research & Report",30,"research-report",{"id":44,"doc_module":4,"doc_module_name":9,"category_name":45,"show_sort_weight":46,"slug":47},9,"Religion & Spirituality",20,"religion-spirituality",{"id":46,"doc_module":4,"doc_module_name":9,"category_name":49,"show_sort_weight":46,"slug":50},"World Cup","world-cup",{"id":52,"doc_module":4,"doc_module_name":9,"category_name":53,"show_sort_weight":52,"slug":54},10,"Lifestyle","lifestyle",{"id":56,"doc_module":4,"doc_module_name":9,"category_name":57,"show_sort_weight":24,"slug":58},19,"General","general",{"code":4,"msg":60,"data":61},"ok",{"site_id":62,"language":63,"slug":64,"title":65,"keywords":66,"description":67,"schema_data":68,"social_meta":124,"head_meta":126,"extra_data":128,"updated_unix":130},105,"en","star-case-criterion-technical-support-guidance","STAR Case Criterion - Technical Support Guidance","","Guide for Stellantis technicians on using the STAR Center for technical support, including when to open a STAR case and when escalation is not appropriate. Covers prerequisites such as exhausting dealership resources (service library, bulletins, recall documents, tech tips, and internal expertise) before contacting STAR. Specifies STAR case situations like difficult undiagnosed concerns, repeat repairs, new vehicle launch/Few periods, and STAR-restricted parts. Provides Cherwell submission guidelines, required information, attachment recommendations, narrative selection options, and expectations for responding within 24 hours.",{"@graph":69,"@context":123},[70,84,106],{"@type":71,"itemListElement":72},"BreadcrumbList",[73,77,79,82],{"item":74,"name":75,"@type":76,"position":8},"https://docshare.wps.com","Home","ListItem",{"item":78,"name":9,"@type":76,"position":14},"https://docshare.wps.com/document/",{"item":80,"name":35,"@type":76,"position":81},"https://docshare.wps.com/document/healthcare/",3,{"item":83,"name":65,"@type":76,"position":19},"https://docshare.wps.com/document/star-case-criterion-technical-support-guidance/269356/",{"url":83,"name":65,"@type":85,"image":86,"author":91,"headline":65,"publisher":94,"fileFormat":97,"inLanguage":63,"description":67,"dateModified":98,"datePublished":99,"encodingFormat":97,"isAccessibleForFree":100,"interactionStatistic":101},"DigitalDocument",{"url":87,"@type":88,"width":89,"height":90},"https://docshare.wps.com/thumbnails/star-case-criterion-technical-support-guidance/269356.png","ImageObject",300,407,{"name":92,"@type":93},"Lucas Vance","Person",{"url":74,"name":95,"@type":96},"DocShare","Organization","application/pdf","2026-10-23","2026-09-15",true,{"@type":102,"interactionType":103,"userInteractionCount":105},"InteractionCounter",{"@type":104},"ViewAction",14,{"@type":107,"mainEntity":108},"FAQPage",[109,115,119],{"name":110,"@type":111,"acceptedAnswer":112},"When should a technician open a STAR case?","Question",{"text":113,"@type":114},"Open a STAR case only after exhausting available dealership resources or when the vehicle meets specified criteria such as difficult-to-diagnose concerns, repeat repairs, new vehicle launch/Few period, or STAR-restricted required parts.","Answer",{"name":116,"@type":111,"acceptedAnswer":117},"What resources must be referenced before contacting STAR?",{"text":118,"@type":114},"Technicians should review the Service Library, service bulletins, RRT/recall documents, STAR online publications, tech tips, senior technicians or shop foreman, and MasterTech.",{"name":120,"@type":111,"acceptedAnswer":121},"What narrative type should be selected in Cherwell?",{"text":122,"@type":114},"Select “Incident Resolved” when the vehicle is repaired, “Continuation of Diagnosis” when continuing back-and-forth with requested diagnostic data, or “The solution has not fixed the problem” when STAR/TA proposed a solution that did not resolve the concern.","https://schema.org",{"og:url":83,"og:type":125,"og:title":65,"og:site_name":95,"og:description":67},"article",{"robots":127,"canonical":83},"index,follow",{"doc_id":129,"site_id":62},269356,1789450889,{"code":4,"msg":5,"data":132},{"doc_id":129,"user_id":133,"nickname":92,"user_avatar":134,"doc_module":4,"category_id":34,"category_name":35,"doc_title":65,"doc_description":67,"doc_content":135,"file_id":136,"file_url":137,"file_type":138,"file_size":139,"view_count":105,"is_deleted":4,"is_public":8,"is_downloadable":8,"audit_status":8,"page_count":52,"language":140,"language_code":63,"site_id":62,"html_lang":63,"table_of_contents":141,"faqs":142,"seo_title":143,"seo_description":67,"update_tm":130,"read_time":144},549768064622,"https://ap-avatar.wpscdn.com/davatar_6f874abed73319feea01a86fa6f0fab8","The STAR Center is a valuable resource for Stellantis Technicians to be used FOR TECHNICAL SUPPORT. It is staffed by agents who are trained to help dealerships diagnose and resolve vehicle issues. This document will serve as a guide for how and when to reach out to the STAR Center in order to maximize the benefits that we can offer.  \nAlthough there is no substitute for skilled dealer technicians, STAR Center agents have access to expanded resources to help diagnose and repair vehicle issues. This benefits dealers by:  \n● Helping to increase Fixed First Visit  \n● Providing insight into emerging issues with Stellantis vehicles  \n● Reducing the risk of buybacks  \n● Eliminating warranty waste, and  \n● Reducing time spent on difficult-to-diagnose vehicle concerns  \nCase Criteria TO OPENA STAR CASE  \nThe STAR Center is ready to help, but only after the technician has exhausted all available resources, or once the vehicle meets certain criteria. The following resources should be referenced BEFORE contacting STAR:  \n● Service Library  \n● Service bulletins  \n● RRT/ Recall documents  \n● STAR Online Publications  \n● Tech tips  \n● Senior Technicians or Shop Foreman within your dealership  \n● MasterTech  \nA STAR Case is required / recommended for the following situations:  \n1) Difficult concerns that have not been diagnosed within 1 days at the dealership (after all the above resources are exhausted)  \n2) Repeat repairs and comebacks  \n3) New Vehicle Launches and vehicles that are in the Field Early Warning ( FEW) period  \n4) Required parts that are STAR Restricted  \nMopar has created a flowchart to help technicians understand the process for Technical Assistance requests and escalations. The Technical Assistance Roadmap is shown below and can be downloaded in the Reference Materials section of Service Library.  \nWHEN TO NOTOPENA STAR Case  \n● Warranty validation and approval, Warranty/LOPs questions  \n● Parts Expediting and Parts Specifying questions  \n● Vehicles that are not at the dealership  \n● Cases of easy diagnosis or root cause already identified (documenting dealer actions)  \n● Mopar Accessories or Performance parts, including installation, /adding sales codes concerns, upgrading to things such as adding LED lamps or trailer tow mirrors, etc when there is no kit from Mopar for a particular model/application, Key/PIN codes, Ram Body Builders / Conversion questions  \n● Questions about Service Library or wiTECH issues  \nGuidelines to submitting a STAR Case in Cherwell  \n● Always provide as much information as possible to help the Agent understand the concern, with clear details  \n● Fill out fields / diagnostic worksheets / DTCs as needed  \n● Add attachments such as Vehicle Scan Reports, photos, videos, sound recordings, etc. at time of submission  \n● Check back to the case often and respond back to Agent questions with 24 hours  \n● Provide feedback on whether a proposed solution fixed the problem or not  \n● When submitting a narrative within a STAR case, always be sure to select the proper narrative description as follows:  \nIncident Resolved-use this option when sending confirmation that a proposed solution has worked, and the vehicle is repaired.  \nContinuation of Diagnosis-use this option when you are continuing dialogue back and forth with a STAR Agent or Tech Advisor by asking a question, or providing test results or other requested diagnostic info, to help down the path to resolution.  \nThe solution has not fixed the problem-use this option only when a solution has been proposed by STAR / TA that did not fix the concern. A proposed solution example would be “replace this part”, or“perform this software upgrade”, etc. It is important to only use this choice when a solution was previously proposed, not when responding to a request for more diagnostics.  \nFor reference-below is a screenshot of the radio buttons that are located above the text field:  \nImproperly Submitted STAR Cases  \nIf a case is submitted to STAR and it is deem","cbCaihZHOIzB9mEC","https://ap.wps.com/l/cbCaihZHOIzB9mEC","pdf",288739,"English","# Case Criteria to Open a STAR Case\n## Prerequisites Before Contacting STAR\n## Situations Requiring or Recommending a STAR Case\n# When to Not Open a STAR Case\n## Exclusions and Non-Escalation Scenarios\n# Guidelines to Submitting a STAR Case in Cherwell\n## Information to Include and Attachments\n## Narrative Selection and Common Return Scenarios","[{\"question\":\"When should a technician open a STAR case?\",\"answer\":\"Open a STAR case only after exhausting available dealership resources or when the vehicle meets specified criteria such as difficult-to-diagnose concerns, repeat repairs, new vehicle launch/Few period, or STAR-restricted required parts.\"},{\"question\":\"What resources must be referenced before contacting STAR?\",\"answer\":\"Technicians should review the Service Library, service bulletins, RRT/recall documents, STAR online publications, tech tips, senior technicians or shop foreman, and MasterTech.\"},{\"question\":\"What narrative type should be selected in Cherwell?\",\"answer\":\"Select “Incident Resolved” when the vehicle is repaired, “Continuation of Diagnosis” when continuing back-and-forth with requested diagnostic data, or “The solution has not fixed the problem” when STAR/TA proposed a solution that did not resolve the concern.\"}]","STAR Case Criterion - Technical Support Guidance | PDF",25]