Work with Customer Action Notes (WCAN)

Purpose: Use this menu option when you want to view or work with a list of all customer action issues for a company. Using this menu option, you can delete, display, resolve, update the status of an issue, or attach detail notes for a customer action issue, by using options similar to those on the Edit Customer Actions Window. At the Work with Customer Actions menu option, you can also:

• View a list of all unresolved customer action issues for your company

• View the ID of the user who initially entered the customer action issue, as well as the ID of the user assigned to the customer action issue when it was created, or the most recent user to work with this customer action issue

• Scan for an action issue by reason code, status and date

• Advance to the Scan Orders by Customer screen (Order Inq)

• Advance to Order Inquiry Scan Screen

• Select another company

• Customer action issues that have been resolved do not display on this screen.

• You cannot create a note for a new customer action issue at this screen. Use the Edit Customer Actions Window to create a customer action note.

• You can print a report listing customer action notes by date or by the person who entered them. See Printing the Customer Exposure Report (PCER).

In this chapter:

- Work with Customer Action Notes Screen

- Change Customer Action Screen

- Resolving or Deleting an Action Issue

- Customer Action Note Details Screen

For more information: See About Customer Action Notes.

Work with Customer Action Notes Screen

How to display this screen: Enter WCAN in the Fast path field at the top of any menu or select Work with Customer Action Notes from a menu.

Field	Description
Rn (Reason Code)	The code representing the reason for the customer action issue. See Working with Customer Action Reason Codes (WCAR). Alphanumeric, 2 positions; optional.
S (Status)	The status of the customer action issue. Valid values: • Open • Work in Process • Resolved Optional.
Entry date	The date the customer action issue was entered. Numeric, 6 positions; optional.
Customer #	A number which identifies the customer. Numeric, 9 positions; display-only.
Ent user (Entered user)	The user who initially entered the customer action issue Alphanumeric, 10 positions; display-only.
Worked on user	The user who has most recently worked on the customer action issue. This field automatically updates when a user selects Work in process to update the status of an issue and enter details of its investigation; if the status of an issue has not been updated, this field displays the ID of the user initially assigned to investigate the issue. Alphanumeric, 10 positions; display-only.
Worked on date	The most recent date that the issue was investigated and “work in process” details were entered. This field automatically updates when a user selects Work in process to update the status of the issue and enter details of its investigation. If no action has been taken on the issue, its status remains O (open) and this field is blank. Numeric, 6 positions; display-only.
Dtl (Details)	The code indicating whether detail notes have been entered for this issue. D indicates detail notes have been entered; otherwise, the field remains blank. Alphanumeric; 1 position; display-only.
Description (Unlabeled field)	A brief description of the customer action issue. Alphanumeric, 40 positions; display-only.

Screen Option	Procedure
Change a customer action note	Select Change for a customer action note to advance to the Change Customer Action Screen.
Delete a customer action note	Select Delete for a customer action note to delete it. See Resolving or Deleting an Action Issue.
Display a customer action note	Select Display for a customer action note to advance to the Display Customer Action screen. You cannot change any information on this screen. See the Change Customer Action Screen for more information.
Enter detailed notes for a customer action issue	Select Detail notes for a customer action note to advance to the Customer Action Note Details Screen, where you can enter details of the action issue. This option will not update the status of the issue.
Update the status of a customer action issue to indicate that the issue has been investigated but not yet resolved	Select Work in process for a customer action note to advance to the Customer Action Note Details Screen, where you can detail any actions that have been taken on the customer issue. This option automatically updates the Status and Worked on user fields of the issue.
Resolve the issue	Select Resolve for a customer action note to resolve the issue and clear it from this screen.
Advance to the Scan Orders by Customer screen	Select Order Inq for a customer action note to advance to the Scan Orders by Customer screen. See Using the Order Inquiry Scan Screens (OIOM).
Advance to the standard Order Inquiry screen	Select Order Inquiry to advance to the Order Inquiry Scan Screen.

Change Customer Action Screen

Purpose: Use this screen to change the description of the action issue, the reason code, and the user assigned to follow up on the issue.

Note: You can also change a customer action note at the Edit Customer Actions Window by entering over the previous entries.

How to display this screen: Select Change for a customer action issue at the Work with Customer Action Notes Screen.

Note: If you do not have authority to the Change Customer Action Notes Description (A93) secured feature, you cannot change the description of an action note on the Edit Customer Actions Window, and when you try to advance to the Change Customer Action Screen from the Work with Customer Action Notes Screen, the system displays a message:

Not authorized to change

Field	Description
Customer (Sold-to customer number)	A number assigned by the system to identify the customer. Numeric, 9 positions; display-only, assigned by the system.
Customer name (Unlabeled field to the right of the customer field)	The customer's last name, first name and middle initial. Last name: alphanumeric, 25 positions; display-only. First name: alphanumeric, 15 positions; display-only. Initial: alphanumeric, 1 position; display-only.
Action	A brief sentence describing the customer action issue. Alphanumeric, 40 positions.
Status	The current status of the customer action issue. Valid values are: • Open = this is a new issue. • Work in Process = the issue has been investigated but not yet resolved. • Resolved = the issue has been investigated and closed using Resolve. Display-only, updated by the system.
For user	The user ID of the person who should follow up on or resolve the action issue. Alphanumeric, 10 positions.
Reason	The reason code and description behind the customer action note. Reason code: alphanumeric, 2 positions. Reason description: alphanumeric, 30 positions; display-only.
Entered	The date the customer action issue was entered. This field defaults to the current date when you create the customer action note. Numeric, 6 positions (in user date format); display-only.
Entered user name (Unlabeled field next to the Entered field)	The user ID and name of the person who entered the action issue. User ID: alphanumeric, 10 positions; display-only. User name: alphanumeric, 30 positions; display-only.
Resolved (Date resolved)	The date the customer action issue was resolved. This field defaults to the current date when you use option 23 to resolve the issue. Numeric, 6 positions (in user date format); display-only.
Resolved user name (Unlabeled field next to the Resolved field)	The user ID and name of the person who resolved the action issue. User ID: alphanumeric, 10 positions; display-only. User name: alphanumeric, 30 positions; display-only.

How to use this screen: To change the action description, the user, or the reason code, enter over the information already entered in these fields to return to the Work with Customer Action Notes Screen.

Resolving or Deleting an Action Issue

Purpose: There are two ways to close a customer action issue at the Edit Customer Actions Window: deleting it or resolving it.

Note: Similarly, you can also resolve or delete a customer action issue at the Work with Customer Action Notes Screen.

To delete: Select Delete for the issue you want to delete.

Note: The action issue is deleted immediately from the screen; there is no Confirm Delete pop-up window.

The deleted issue no longer displays automatically for the customer.

To resolve: Select Resolve for the issue you want to identify as “resolved.”

The resolved issue will no longer display on the Work with Customer Action Notes Screen; however, a resolved issue will continue to appear on the Edit Customer Actions Window in a status of resolved until it is deleted. This may be useful if, for example, the action has been resolved but you still need to notify the customer.

Optionally, you can select Detail notes for a resolved issue to advance to the Customer Action Note Details Screen, where you can enter notes about how you resolved the issue.

Note: If you do not have authority to the Delete Customer Action Notes (A96) secured feature, a message indicates when you try to delete a customer action issue: Not authorized to delete. If you do not have authority to the Change Customer Action Notes Status/Resolve (A98) secured feature, a message indicates when you try to resolve a customer action issue: Not authorized to this option.

Customer Action Note Details Screen

Purpose: Use this screen to add additional information about a customer action issue. The comments you enter on this screen are attached to the short description of the customer issue that appears on the Edit Customer Actions Window. You can also use this screen to enter information about what steps you have taken toward resolving the issue, and to update the status from O (open) to W (work in process).

How to display this screen: Select Detail notes for an action issue at the Edit Customer Actions Window and the Work with Customer Action Notes Screen. You can also display this screen by selecting Work in process for an action issue; in this situation, the status of the issue changes from O (open) to W (work in process).

User override: If you are not the assigned user, the Confirm User Override pop-up window opens. Select Accept at this window to advance to the Customer Action Note Details Screen. The status of the customer action issue will automatically change from O (open) to W (work in process), indicating that the issue has been investigated, and the user ID will automatically update to the current user.

Field	Description
Customer# (Sold-to customer number)	A number assigned by the system to identify the customer. Numeric, 9 positions; display-only, assigned by the system.
Status	The current status of the customer action issue. Valid values are: • Open = this is a new issue. • Work in Process = the issue is being worked on. • Resolved = the issue has been investigated and closed. Display-only.
Entry date	The date the customer action issue was entered. This field defaults to the current date when the issue is entered. Numeric, 6 positions (in user date format); display-only.
User	The user ID of the person who entered the action issue. This is not necessarily the same as the user assigned to follow up on the issue, or the most recent user to work on the issue. Alphanumeric, 10 positions.
Description	A short description of the customer action issue, which was entered on the Edit Customer Actions screen. Alphanumeric, 40 positions
Note	Entry fields for you to enter as much information as necessary to fully describe the customer action issue. If you need extra space, use Scroll or Page Down to display more entry fields. The notes you enter on this screen are attached to the short description of the customer action issue. Alphanumeric, 60 positions per line.

About this screen: Enter as much information as necessary to fully describe the customer action issue. If you need additional space, press Scroll or Page Down to display extra entry fields. Select OK when you are through entering notes.

If you do not have authority to the Add Customer Action Detail Notes (A94) secured feature, you cannot add extra lines of detail notes to this screen. If you do not have authority to the Change Customer Action Detail Notes (A95) secured feature, you cannot change the notes already entered; the notes are display-only.