Setting Up Problem Codes
A problem code gives meaning to the service request described by the caller. Problem codes isolate the detailed reason for the call. For example, a caller reports a problem with a stereo receiver. Every time they turn it on, it blows the circuit breaker. A problem code of ES, or electrical short, is assigned.
To define problem codes:
2. Enter a problem Code. A problem Code is a brief representation of the problem. An example of a Code is ES, for electrical short.
4. Enter a full Description of the Code and Meaning.
5. Check Enabled to make the code available for use.
6. Optionally enter a Start and End Date. These dates set the active time frame for the problem code. If you choose not to enter dates, the problem code is always active.
