Work With Case Management

W17500A

Daily Support Processing (G90CE01), Case Entry

Search for cases.

Add Case

W90CG504A

Click the Add button on the Work With Case Management form.

Enter basic case information.

Customer Number

Enter the customer number.

If the customer exists in the system, the system retrieves information about that customer, such as a telephone number. This information appears by default. You can override default values, if necessary.

If the customer does not in exist the Address Book, click the Quick Add link and add the customer record.

See Setting Up Customers for Service Management.

Call Backs

Enter a value from UDC 17/CB to specify the number of callbacks for the case.

Caller Number

Enter the caller number to associate a third-party with the case, such as a technician or a customer service representative. The customer number appears by default in this field.

Caller Name

Enter the customer contact name for the case.

If the caller does not exist not in the Address Book, click the ellipsis (...) link and add the contact information.

Problem

Enter a short description for the case.

Depending on how you have set the processing options, you can use the first 80 characters from the media object as the default value for this field. If you are not using Solution Advisor and the Solution system constant is not selected, you can also click the Search button to select a failure description

See Setting Up Case Management Constants.

Reason

Enter the reason for the customer issue.

Note. To attach additional text to the case, enter additional text in the text box on the form. When you define status rules, you can define when the text attached to a case is protected. When you protect text, you prevent changes to the text attached to a case. You can add to text that is protected; click the Append Text link. You cannot modify the existing text. The system appends a time stamp to the text area when the information changes.

Priority

Enter a value from UDC 17/PR to specify the case priority code. In conjunction with the F1753 table, this field determines the response time.

Case Status

Enter a value from UDC 17/ST to specify the case status, such as Open, Active, and so forth.

Case Type

Enter a value from UDC 17/CT to specify the case type.

Equipment Number

Enter an identification code that represents an asset. You might enter a serial number in this field based on the equipment constants. Enter the identification code in one of these formats:

Asset number: A computer-assigned, eight-digit numeric control number.

Unit number: A 12-character alphanumeric field.

Serial number: A 25-character alphanumeric field.

Every asset has an asset number. You can use unit number and serial number to further identify assets. If this is a data entry field, the first character you enter indicates whether you are entering the primary format that is defined for the system, or one of the other two formats. A special character, such as a forward slash (/) or asterisk (*), in the first position of this field indicates the asset number format that you are using. You assign special characters to asset number formats on the Fixed Asset System Constants form.

Inventory Item Number

Enter a number that the system assigns to an item. It can be in short, long, or third item number format.

Product Model/Family

Enter a code that classifies an inventory item into a model for customer service.

Note. Based on the equipment number that you set up in the equipment record, the system retrieves the inventory item number, branch/plant log, and product model/family. If you do not enter the equipment number, the system retrieves the branch/plant lot and the product model/family, based on the inventory item number.

Product Component

Enter the components that make an equipment number or components associated with a customer site.

Environment

Enter the operating environment of the user.

Provider Group Number

Enter the provider group number. If you set up routing rules, the system automatically assigns the case to a particular provider group, based on the case type or generically. The provider group is assigned based on the routing rules. If the provider group is manually entered or appears by default from the processing options; it is not assigned based on the routing information.

If you enter a value other than the Address Book number—such as the long address or tax ID—you must precede it with the special character that is defined in the Address Book constants. When the system locates the record, it returns the Address Book number in this field.

For example, if the Address Book number 4100 (total solutions) has a long address TOTAL and an asterisk (*) distinguishes it from other entries (as defined in the Address Book constants), you might type *TOTAL into the field. The system would return 4100.

See Setting Up Case Management Constants.

Assignee

Enter the assignee manually; or assign by the routing information or the escalation routine if you are using escalation by skill level.

If you are manually assigning cases, enter the Address Book number for the assignee.

If you enter a value other than the Address Book number—such as the long address or tax ID—you must precede it with the special character that is defined in the Address Book constants. When the system locates the record, it returns the Address Book number in this field.

If you are escalating using skill levels and an assignee has been entered or appears by default from routing rules and the assignee is not an employee for the provider group, the case is reassigned to a provider group member in the escalation process.

If you set up routing rules that specify the case to be directed to an assignee, this field contains the default information.

See Working with Escalations.

and

See Setting Up Routing Information.

Service Package

Displays the service package by default if the case is entitled. A service package contains the service type, coverage type, response time, and coverage group.

Coverage Group

Displays default information for the service package. The coverage group consists of unlimited cost codes and the percentage covered for each cost code.

See Entering Contract Coverage Information.

Case Category Codes and Equipment Category Codes

Review and enter category codes for cases or equipment. Complete the category code fields, as necessary.

Billing Information

W90CG501B

Daily Support Processing (G90CE01), Case Entry

Select the customer on the Work With Case Management form, and click Select

From Case Entry, click the Billing link.

Enter billing information for a case.

Bill To Number and Send Invoice To Number

Enter the Address Book number for the bill-to address or the send-to invoice address. If you enter a value other than the Address Book number—such as the long address or tax ID—you must precede it with the special character that is defined in the Address Book constants. When the system locates the record, it returns the Address Book number in this field.

For example, if the Address Book number 4100 (total solutions) has a long address TOTAL and an asterisk (*) distinguishes it from other entries (as defined in the Address Book constants), you might type *TOTAL into the field, and the system would return 4100.

PO Number

Enter an alphanumeric value used as a cross-reference or secondary reference number. Typically, this is the customer number, supplier number, or job number.

Payment Terms

Specify the terms of payment, including the percentage of discount available if the invoice is paid by the discount due date. Use a blank code to indicate the most frequently-used payment term. You define each type of payment term on the Payment Terms Revisions form. Examples of payment terms include:

Blank: Net 15.

001: 1/10 net 30.

002: 2/10 net 30.

003: Due on the 10th day of every month.

006: Due upon receipt.

This code prints on customer invoices.

Payment Instrument

Enter a value from UDC 00/PY to specify how payments are made by the customer. For example:

C: Check

D: Draft

T: Electronic funds transfer

Responsible Business Unit

Enter the entity within the business for which you want to track costs; for example, a warehouse location, job, project, work center, or branch/plant. This field is alphanumeric.

You can assign a business unit to a voucher, invoice, fixed asset, and so forth, for responsibility reporting. The system provides reports of open accounts payable and accounts receivable by business unit, for example, to track equipment by responsible department.

Business unit security can prevent you from running inquiries on business units for which you have no authority.

Flat Rate and Time And Material

Enter a value that specifies whether a type of service is priced based on a flat rate or based on actual time and materials. Values are:

Blank: A blank value is only valid when defining the method of pricing for a service provider. It is used to indicate that the service provider is an internal service provider and is not paid.

F: Charges for labor are based on a flat rate. Charges for parts are already included in the flat rate.

T: Charges for labor are based on actual labor hours. Charges for parts are based on actual parts used.

Cost Type

Designate each element of cost for an item. Examples of the cost object types are:

A1: Purchased raw material.

B1: Direct labor routing roll-up.

B2: Setup labor routing roll-up.

C1: Variable burden routing roll-up.

C2: Fixed burden routing roll-up.

Dx: Outside operation routing roll-up.

Xx: Extra add-ons, such as electricity and water.

The optional add-on computations usually operate with the type Xx (extra add-ons). This cost structure can use an unlimited number of cost components to calculate alternative cost roll-ups. The system then associates these cost components with one of six user-defined summary cost buckets.

Adjustment Schedule

Enter a value from UDC 40/AS to identify the price and adjustment schedule. A price and adjustment schedule contains adjustment types for which a customer or an item might be eligible. The system applies the adjustments in the sequence that you specify in the schedule. You link customers to a price and adjustment schedule through customer billing instructions. When you enter a case, the system copies the schedule attached to the sold-to address into the order. You can override this schedule at the header level.

Price Effective Date

Enter the price effective date. The system uses the Price Effective Date field to determine the base price and all advanced pricing adjustments. The value loaded in this field is stored in the F4009 table.

Pricing Units

Enter the amount billed for a case. Depending on the type of charge calculated (the bill item rate basis), the value in this field multiplied by the billing rate produces the gross charge amount.

Pricing Unit of Measure

Enter a value from UDC 00/UM to specify the unit of measure for an amount or quantity. For example, it can represent a barrel, box, cubic meter, liter, hour, and so forth.

Taxable

Select this check box if the case is taxable. The system enters default values in the Tax Explanation Code field and the Tax Rate/Area field.

Currency

Identify the transaction currency.

Exchange Rate

Enter the number that a foreign currency amount is multiplied by or divided by to calculate a domestic currency amount.

The number in this field can have a maximum of seven decimal positions. If more are entered, the system adjusts to the nearest seven decimal positions.

Foreign

Displays amounts in the domestic or foreign currency. Select this field to have the system display amounts in the foreign currency. Clear this field to have the system display amounts in the domestic currency.

Minimum Amount

Enter the minimum monetary amount to charge the customer. If the billable amount is less than the minimum amount, the system charges the customer for the minimum amount instead of the billable amount. This monetary amount is expressed in the currency of the company.

Flat Rate Amount

Enter the monetary amount charged to the customer regardless of how many hours are spent or how many parts are used in performing the service. The monetary amount is expressed in the currency that is set up for the company initiating the transaction.

The system retrieves the flat rate amount from the Advanced Pricing application. You can override this amount. If you override the amount and later need to retrieve the original default price from the Advanced Pricing application, select Reprice Flat Rate from the Form menu.

Review the billable amount. If you entered a minimum amount and a flat rate amount, the system uses the greater of the two values as the billable amount.

Discount Percent

Select this check box to indicate that this case is subject to a discount. If you use the discount percentage, the system calculates the discount based on a percentage of the billable amount.

Discount Amount

Enter the amount of the discount available, as opposed to the amount of the discount actually taken. The discount calculated is based on the invoice amount rather than the revenue amount.

Total Taxable Amount , Tax , and Total Billable Amount

Review the amounts in these fields. The system calculates the tax amount by using the tax rate area and the tax explanation code from the Pricing Info tab. The total billable amount is the sum of the Total Taxable Amount and the Tax fields.

Billable

Select this check box.

Note. The Billable check box must be selected to generate an entry successfully when you run the Case Workfile Generation program (R17675).

Display

Select the number of records that are displayed. The system searches only until it reaches that amount. For example, if you select 25 rows, the system searches until it finds the first 25 records that match the search criteria determined in the Search Solution fields. Click Search to display the results. When a user searches more than one search object (for example, cases and solutions) the selected number of display records for each object are added together to define the upper limit of the search result set.

ID

Click the ID link to review or execute a record included in the search result set.

For example, if solutions appear on the Frequently Used form, you can click the ID link to view the details of the Solution record. On the Advanced Search form, you can click the ID of a result set record to view the details of solutions, work orders, and cases. If you search for scripts, you can execute a script by clicking the script ID.

Select

Select a solution from the Attempted Solutions form to send the solution to the customer through email. You can select up to five solution records at a time.

When you assign solutions to the case from the Frequently Used, and Search forms, those solutions appear in the Attempted Solutions grid on the Attempted Solutions form.

Solution ID

Enter the unique identification number assigned to the solution in the Solutions program. On the Attempted Solutions form, you must enter a solution ID and then click the Assign Solution button to assign the solution to the case.

Solution Summary

Enter solution summary information in this field to search for possible solutions. You define this field when you set up solutions to enable searches.

Manage Case

W90CG501J

Daily Support Processing (G90CE01), Case Entry

Search for and select the case.

Review case information.

Resolution Status

Enter SR (successful resolution) in the Status field of an attempted solution record; the system populates this field. The value appears by default from the Status field of the updated solution record in the Attempted Solutions grid.

Resolution Summary

Enter SR (successful resolution) in the Status field of an attempted solution record; the system populates this field. The value appears by default from the Solution Summary field of the updated solution record in the Attempted Solutions grid.

Resolution Detail

Enter SR (successful resolution) in the Status field of an attempted solution record; the system populates this field. The value appears by default from the Details field of the updated solution record in the Attempted Solution grid.

Status

Select a solution status from UDC 90CE/AS. When solutions initially appear on this list, they have a status of IC (in consideration).

To specify that a solution has resolved the case, enter SR (successful resolution) in the Status field of the appropriate attempted solution record. When you enter SR, the system updates the Resolution Status, Resolution Summary, and Resolution Detail fields. After you assign a solution with a status SR, you cannot change the status of other solutions.

If you determine that a solution does not resolve a case after you have assigned it a status SR, reopen the case, click Resolution Failed and the system returns the solution to the Records area of the form with a status FR (failed resolution). You can then assign another solution to the case and edit the status of other solutions, including the solution that you marked as a failed resolution.

Note. After you assign a successful solution for a case, the case status is updated to 999 (complete or closed). You must reopen the case by updating the Case Status field on the Case Update form before you can change the solution status.

Create activity for contacts

Select this field to create an activity in the Activities program for the contact.

See Entering Activities for a Case.

Body

Enter additional text or edit default text. The email message consists of this text.

Email Group Lists

Select a group. If you have set up email distribution lists, click Add Email Group to search and to select additional groups that receive the details of the selected solution records.

Person List

Select the individuals who receive the solution. If individuals are set up in the system, click Add Person to search for and select individuals.

External Email

Enter additional email addresses to forward solutions to individuals not listed in the Person or Group lists. The email address for the case contact appears by default.

Solved Count

Enter a number to search for a specific solved count. This field records how many cases and work orders the solution has solved.

Search Solution

Select criteria to conduct the search and then enter text to search for the solution. This field searches the Solution Summary, Solution Details, and Symptoms Description fields.

Case Sensitive

Select this option if you want the system to display results whose text and case match the search criteria.

Include Similar Words

Select this option if you want the system to return results that include words that are similar to the search criteria.

Relevancy

Review the value in this field to determine which solution best matches the search criteria. The system displays relevancy values in whole numbers from zero to 100. Typically, the results with the highest relevancy value are most valuable.

Item

Enter an item number in the applicable area to search for solutions, scripts, cases, or work orders associated to the item.

Library

Enter a solution library. When you set up solutions, you can add a level of organization to solutions by creating libraries to group solutions.

Record Description

Review the type of record. This field specifies whether the result is a case, work order, solution, or script. You can assign solutions to cases only; however you can access work order, case, or script records through the ID field to determine the solution.

With this field, you can search for and run a script. If you run a script, the Related Actions tab records a script instance for the script.

Case Notes

Enter text in this field if you want the system to search text media objects that are attached to cases. For example, if you want to search for cases that contain the word bicycle in the attached media object, enter bicycle in this field.

Solution Notes

Enter text in this field if you want the system to search text media objects that are attached to solutions. For example, if you want to search for solutions that contain the word bicycle in the attached media object, enter bicycle in this field.

Manage Case

W90CG501J

Daily Support Processing (G90CE01), Case Entry

Locate and select the case on the Work With Case Management form and click Select.

Review case information.

Manage Activities

W90CG510B

Select the Activities tab on the Manage Case form.

Alternatively, select Daily Support Processing (G90CE01), Activity.

Review case activities.

Add Activity

W01301B

Click Add Activity on the Manage Activities form.

Add case activities.

Manage Case

W90CG501J

Daily Support Processing (G90CE01), Case Entry

Locate and select the case on the Work With Case form and click Select.

Review case information.

CRM Case Related Actions

W90CG503B

Click the Related Actions link on the Manage Case form.

Enter related actions, such as equipment work orders, service work orders, sales orders, leads, quotes, RMAs, and scripts.

Case External Attachment

W90CG509A

Daily Support Processing (G90CE01), Case Entry

Locate and select the case on the Work With Case form and click Select. Click the Attachments link on the Manage Case form.

Enter internal and external comments for the case by using the Attachments tab.

Work With Tasks

W17504A

Daily Support Processing (G90CE01), Case Entry

Locate and select the case on the Work With Case form and select Work With Tasks from the Row menu or select the folder button.

Work with case tasks.

Task Revisions

W17504B

Click Add on the Work With Tasks form.

Set up and assign tasks to associate with the case.

Note. You can also attach a task to a case; on the Manage Case form, click the Related Links link.

Work With Case History

W17500A

Daily Support Processing (G90CE01), Case Entry

Search for and select a case.

Review case information. Click the History link to review case history.

Work Center

W012503F

Select Work Center from the Form menu on the Work With Case History form.

Review work center information.

Work With Failure Analysis

W17766C

Select Failure Analysis from the Form menu on the Work With Case History form.

Review failure analysis information.

See Working with Failure Analysis.

CTI Interface

W00094B

Select CTI from the Form menu on the Work With Case History form.

Review CTI information.

See Working with Computer Telephony Integration (CTI).

Manage Case

W90CG501J

Daily Support Processing (G90CE01), Case Entry

Search for and select the case.

Review case information. Click the Related Links link and then select the application that you want to access.