Chapter 38: Creating and Updating Individuals
Purpose: Use the individual customer function to track the individuals within an organization who place or originate orders or submit catalog requests.
Individual customers are subordinate records to the sold-to customer, in much the same way as a permanent ship-to address relates to the sold-to customer. You can have up to 999 individual records associated with each sold-to customer. In order entry, any individual can serve as the placer (the person who places an order) or the originator (the person who authorizes or approves the order).
Why use individuals? Connecting individuals to orders may be useful to you if you frequently sell to large organizations, and different people within an organization place orders at different times. The system maintains the organization as the sold-to customer, but allows you to track item history or manage your mailing selections by individual. In addition, the individual record includes information such as mail stop, department, position, and email address, which may be more useful when dealing with business customers than the standard ship-to customer format.
Searching by individual customer: If you use individual customers, you can press F18 in order entry, order maintenance, order inquiry, customer maintenance, and catalog requests to advance to the Select Customer Individual Screen. Use this screen to search by individual customer name, phone number or email address. Selecting an individual customer automatically selects the related sold-to customer, and you advance to the appropriate entry or inquiry screen.
Individual required? In general, if the Individuals Required in Order Entry (E01) field in the System Control file is set to Y, the Select Individuals for an Order Screen will appear automatically in order entry, and you will be required to specify an order placer before you can enter the order. You will also have the option of specifying an order originator. However, you can use the Individual Position for Consumer Customers (G02) system control value to have an individual default to the order in order entry; please note, however, that this default.
If the system control value is set to N or blank, you will not ordinarily advance to this screen unless there are existing individual customer records for the sold-to customer; however, you will always have the option of adding individuals to orders through the Work with Order Ship to Properties Screen in order entry or order maintenance, or the Display Order Properties Screen in order inquiry. In any case, you cannot change the individual information specified for an order in order maintenance.
Note: Even if the system control value is set to N or blank, you will still need to specify a placer and originator in order entry if there is an individual associated with the sold-to customer; similarly, if you use the Select Customer Individual Screen to select a customer, you will have the option to specify an originator in order entry.
E-commerce orders: As in regular order entry, individuals are required on orders you process through the e-commerce interface based on the Individuals Required in Order Entry (E01) system control value or the existence of an individual for the sold-to customer. You can create an individual through an e-commerce order; to support this, you can use the Downloading B2B E-Commerce Static Files (BBED) option to extract individual departments and positions to the web storefront.
When determining whether to create a new individual or select an existing individual for the customer, the system uses the same logic as it does in order entry, catalog requests, or customer maintenance: if the first three positions of the individual’s first name and the first four positions of the individual’s last name are the same as an existing individual for the customer, the system uses the existing record. See Selecting or Creating Individual Customers in E-Commerce Orders for an overview.
You can process updates to individual records through the E-Commerce Name/Address Change Message (CWAddressChg); however, you cannot update the individual’s position, department, or mail stop this way. See E-Commerce Customer Creation and Updates for more information.
In this chapter:
• Work with Sold-to Individuals Screen
• Create Customer Individual Screen
• Display Duplicate Individual Window
• Change Customer Individual Screen
• Display Customer Individual Screen
• Display Individual Mail History Screen
• Display Individual Order History Screen
• Work with Ticklers Screen (individual view)
Work with Sold-to Individuals Screen
How to display this screen:
• Press F2 at a Create, Change, or Display Sold-to Customer screen from the Work with Customers function; see Chapter 28: Creating and Updating Sold-to Customers (WCST)
• Press F8 at the Work with Order Ship to Properties Screen screen in Order Entry or Order Maintenance, or
• Press F8 at the Display Order Properties Screen in Order Inquiry
CSR0718 DISPLAY Work with Sold-to Individuals 7/16/02 17:27:57 EZK Mail Order
Customer: 295 PETS 'N' MORE Entered Date: 6/19/95 Op Last Name First Name Ind Sts Position Department
Type options, press Enter. 2=Change 4=Delete 5=Display 15=Mail Hist 19=Order Hist 96=Ticklers 97=E-mail Hist
BUNSON GEORGE 2 A CONTROLLER KEEHOE MOE 4 A BUYER LANDON ALF 3 A VP OPERATIONS MAGOO DORIS 1 A RECEPTIONIST OPERATIONS SNEED MIRV 5 A BUYER
F3=Exit F6=Create F7=Sort by Ind Number F12=Cancel F21=Print List |
Field |
Description |
Customer (Customer number) |
A unique number to identify the sold-to customer. The individuals displayed below are associated with this sold-to customer. Numeric, 9 positions; display-only, assigned by the system. |
Company name (Unlabeled field to the right of the customer number) |
The sold-to customer company name. Alphanumeric, 30 positions; display-only. |
Entered date |
The date you created the sold-to customer record on your system. Numeric, 6 positions (MMDDYY format); display-only. |
Last name |
The last name of the individual customer. Alphanumeric, 25 positions; optional. |
First name |
The first name of the individual customer. Alphanumeric, 15 positions; optional. |
Nbr (Individual number) |
A number to identify the sold-to customer's individual record. Numeric, 3 positions; optional. |
Position |
The individual's position within the sold-to customer organization. The first 12 positions of this 30-position field display on this screen. Alphanumeric, 12 positions; display-only. |
Department |
The individual's department within the sold-to customer organization. The first 13 positions of this 30-position field display on this screen. Alphanumeric, 13 positions; display-only. |
Screen Option |
Procedure |
Create a new individual record |
Press F6 to advance to the Create Customer Individual Screen. |
Change an individual record |
Enter 2 next to an individual to advance to the Change Customer Individual Screen. |
Delete an individual record |
Enter 4 next to an individual to delete it. Secured Feature: The Delete Customer Individuals Records (A45) secured feature controls whether the system allows you to delete an individual. If the individual is a placer on an order: The system allows you to delete an individual only if that individual is not identified as a placer on any order on your system. If you attempt to delete an individual who is a placer on any unpurged order on your system, the following message displays: Individual (10) is attached to order (2674) and cannot be deleted. |
|
If the individual is an originator on an order: The system does allow you to delete an individual who is identified as an order originator. When you review individual information for an order whose originator has been deleted from the system, the individual number only (not the name) will display. If you archive to optical disk: Once you purge all orders where the individual is identified as the placer, you will be able to delete the individual record. However, if you archive orders to optical disk, you will not be able to delete the individual record, because you retain the ability to reopen the order in the future. See System Operations Chapter 60: Purging Orders (MPOR, FORP, VORP, DORP) for more information on purging orders and/or archiving orders to optical disk. |
Display an individual record |
Enter 5 next to an individual to advance to the Display Customer Individual Screen. |
Review individual mail history |
Enter 15 next to an individual to advance to the Display Individual Mail History Screen. |
Review individual order history |
Enter 19 next to an individual to advance to the Display Individual Order History Screen. |
Work with ticklers associated with the sold-to individual |
Enter 96 next to an individual to advance to the Work with Ticklers Screen (individual view). |
Review email correspondence history |
Enter 97 next to an individual to advance to the Work with Email by Customer Individual Screen. |
Create Customer Individual Screen
Purpose: Use this screen to create an individual record.
Note: You can also create an individual at the Create Catalog Request Screen.
How to display this screen: Press F6 at the Work with Sold-to Individuals Screen. You can also display this screen by pressing F6 at the Select Individuals for Order screen in Order Entry.
CSR0740 ADD Create Customer Individual 1/15/03 16:40:55 KAB Co.
Cust: 2 COMMERCIALWARE Indv #: 4 Orig Mail Type: Status : A Entered Date: 1/15/03 Orig List Src: Curr Mail Type:
Name . . .
Phone numbers: Day/business . Ext. Evening . . . . Ext. Fax . . . . . . Ext.
Position . . . . Department . . . Mail Stop . . . Email Address . OptIn O2
Mail N (Y/N) Rent N (Y/N) Mail code Call code Date of Birth
User Field 1 User Field 2 User Field 3 User Field 4
F3=Exit F12=Cancel |
Field |
Description |
Cust (Customer number) |
A unique number to identify the sold-to customer. Numeric, 9 positions; display-only, assigned by the system. |
Customer company (Unlabeled field to the right of the customer number) |
The company name defined for the sold-to customer. Alphanumeric, 30 positions; display-only. |
Indv (Individual number) |
A unique number to identify the individual associated with the sold-to customer. The system assigns the next sequential number to each individual record that you create. Numeric, 3 positions; display-only, assigned by the system. |
This code indicates how you first created the individual customer record on your system. Valid values are: blank = You added the individual through the Work with Customers function or through Order Maintenance, and there has not been any subsequent activity for this individual. If at any time you select this individual in Order Entry, the system updates both the current and original mail type fields. B (Buyer) = You added the individual through an order you processed in Order Entry. C (Catalog requester) = You added the individual through Order Entry, using the order type defined in the Order Type to Process as Catalog Request/Item Samples (E08) field in the System Control file. S (Suspect) = You added the individual through an order you entered in Order Entry and then rejected with F11, regardless of the order type. Alphanumeric, 1 position; display-only, assigned by the system. |
|
The status of the individual customer. Valid values are: A (default) = Active Note: I = InactiveThe system does not prevent you from entering a catalog request for an individual whose status is Inactive; however, you cannot select an inactive customer for an order in order entry. Alphanumeric, 1 position; required. |
|
Entered date |
The date you entered the individual record on the system. Numeric, 6 positions (MMDDYY format); display-only, assigned by the system. |
Orig list src (Original list source) |
The List source defined for the source code used on the first order where this individual is either placer or originator. The order must be accepted for the system to update this field, which is accomplished as part of the Order Async job. Alphanumeric, 7 positions; display-only. |
This code indicates the individual's most recent type of activity. See Original mail type, above, for valid values. Alphanumeric, 1 position; display-only, assigned by the system. |
|
Name |
The individual customer's name, consisting of the following: Prefix The individual's honorific or title, such as Mr., Ms., or Dr. If the Validate Prefix (I27) system control value is set to Y, your entry is validated against the Prefix file; see Working with Prefix Codes (WPFX). Alphanumeric, 3 positions; optional. First name The individual's first name. Alphanumeric, 15 positions; required. Middle initial The individual's middle initial. Alphanumeric, 1 position; optional. Last name The individual's last name. Alphanumeric, 25 positions; optional. Note: It is possible to create an individual with a first name only and no last name; however, you will not be able to select that individual by name through the Select Customer Individual Screen, because you cannot scan on first name alone at that screen. Suffix The individual's suffix, such as "Jr." or "Esq." Alphanumeric, 3 positions; optional. |
Phone numbers |
The individual’s daytime/work, evening, and third (fax or mobile) phone numbers. The Third Phone Number Type (L53) system control value determines whether the third phone number is labeled the Fax or Mobile number. You can define a telephone number format for each country to map to the phone numbers operators enter into the system. See Chapter 14: Setting Up the Country File (WCTY), for more information. The system calls a user-defined program to validate phone numbers outside of CWDirect if you set the External Validation for Phone Number (E64) system control value to Y. Alphanumeric, one 14-position field (phone number) and one 4-position field (phone extension); optional. |
This code represents the individual's position within the organization. Position codes are defined in and validated against the Individual Position file; see Chapter 40: Working with Individual Positions (WPOS). Alphanumeric, 3 positions; required. |
|
This code represents the individual's department within the organization. Department codes are either required, optional, or invalid, depending on how the individual's position code is defined. Department codes are defined in and validated against the Individual Department file; see Chapter 39: Working with Individual Departments (WDPM). Alphanumeric, 3 positions; may be required, optional, or invalid, depending on the position code selected. |
|
The individual's delivery address within the organization. Alphanumeric, 32 positions; optional. |
|
The individual's email address. See Email Address Validation for information on how the system verifies that your entry is formatted correctly. See Working with an Order-Level Email Address for information on when the individual’s email address is used or updated when creating orders through various methods. Fraud checking: When the individual is the placer on an order, the order goes on EI hold if this email address matches an email address in the Miscellaneous Fraud file; see Working with Miscellaneous Frauds (WMFF). Alphanumeric, 50 positions; optional. |
|
Indicates the preferred method of correspondence for the individual email address. Valid values are: O1 (Email): Email is the preferred method of correspondence. O2 (Order-only email): Use email for order-related correspondence only; generate a spool file for other correspondence. O3 (No email): Do not use email for any correspondence; generate a spool file instead. O4 (Do not ask customer): Do not ask the customer for his/her email address; the customer has already been asked and has declined to provide it. The system does not generate any email correspondence to the customer, even if an email address is specified. This value defaults from the Opt in/opt out field for the associated sold-to customer, but you can override it. Note: The above value uses the letter O, not the number 0 (zero). See Working with an Order-Level Email Address for information on when the individual’s opt-in/out setting is used or updated when creating orders through various methods. This value defaults from the Default Opt In/Opt Out Flag (G97) system control value, but you can override it. |
|
|
Note: This field displays only if individual information was received through the catalog request interface. If you do not have the Enable Catalog Request at Individual Level (H81) system control value set to Y, the system will not allow you to complete entry of an individual on this screen; however, the system does not prevent you from sending an individual as part of a catalog request through the e-commerce interface, and the catalog request (and individual, if new) will be created if there are no errors. Outbound email API: The opt in/opt out settings controls the generation of the Outbound Email XML Message (CWEmailOut) using the same logic as the generation of outbound emails. See Outbound Email API for an overview. Alphanumeric, 2 positions; required. |
This code indicates whether the individual receives future catalogs. This field defaults to Y or N for new individuals depending on the value in the Default Mail Name (D10) system control value, but you can override it. Valid values are: Y = Mail catalogs to the individual N = Do not mail catalogs to the individual Alphanumeric, 1 position; optional. |
|
This code indicates whether to include the individual's name in lists you sell to other companies for their own catalog mailings. This field defaults to Y or N for new individuals depending on the value in the Default Rent Name (D11) system control value, but you can override it. Y = Sell the individual's name to another company N = Do not sell the individual's name to another company Alphanumeric, 1 position; optional. |
|
This code further defines when and under what conditions you mail to this individual; for example, annually, for office supply books only, etc. Mail codes are defined in and validated against the Mail/Call Codes file; see Chapter 22: Working with Mail/Call Codes (WMCC). When you create a new individual through Entering Catalog Requests (WCAT) or the e-commerce interface, the Mail code setting for the sold-to customer defaults to the new individual customer record. Alphanumeric, 3 positions; optional. |
|
Call code |
This code further defines when and under what conditions you call this individual; for example, for special promotions only, etc. Call codes are defined in and validated against the Mail/Call Codes file; see Chapter 22: Working with Mail/Call Codes (WMCC). When you create a new individual through Entering Catalog Requests (WCAT), the Call code setting for the sold-to customer defaults to the new individual customer record. Alphanumeric, 3 positions; optional. |
Date of birth |
The individual's date of birth. The system does not validate the contents of this field. Alphanumeric, 6 positions; optional. |
User fields |
Four fields to define the individual further. You can use these fields when creating house list selections. Alphanumeric, four 10-position fields; optional. |
Display Duplicate Individual Window
Purpose: After you have entered all required and any desired optional information at the Create Customer Individual Screen, the system determines whether the individual you entered is a duplicate of an existing individual for the same sold-to customer.
To be considered a duplicate, the individual must match the first three characters of the first name, and the first four characters of the last name.
Display Duplicate Individual
New Individual (duplicate) Name: MR. MICKEY POUND 123456789012345678901234567890
Type options, press Enter. 1=Select Existing Individual 5=Display
Existing Individual Individual # MR. MICA POUNDSTONE 7
MS. MICHAELA POUNDER 10
F9=Accept New Individual (duplicate) |
Completing this window: Enter 1 next to an existing individual to use that individual without automatically updating the record; otherwise, you can press F9 to create the new individual. Optionally, you can enter 5 next to an existing individual to advance to the Display Customer Individual Screen.
Change Customer Individual Screen
To change: Enter 2 next to an individual at the Work with Sold-to Individuals Screen to advance to the Change Customer Individual screen. See Create Customer Individual Screen for field descriptions.
Customer Workflow Management window: The Customer Workflow Management Window automatically displays when you enter 2 next to an individual if open or in use ticklers exist for the individual. Press F10 at this window to advance to the Work with Ticklers Screen (individual view) where you can review and work with ticklers associated with the individual.
Display Customer Individual Screen
To display: Enter 5 next to an individual at the Work with Sold-to Individuals Screen to advance to the Display Customer Individual screen. You cannot change any information on this screen. See Create Customer Individual Screen for field descriptions.
Display Individual Mail History Screen
Purpose: Use this screen to review the offers sent to the individual. This screen lists the source codes associated with each offer mailed to that individual. You generate customer mail history for individuals through Processing Catalog Requests (PCAT). This screen lists mail history in chronological order (oldest to most recent).
The system does not update the sold-to customer’s mail history when there is an individual on a catalog request.
Note: The Enable Catalog Request at Individual Level (H81) system control value controls whether you can enter a catalog request for an individual.
How to display this screen: Enter 15 next to an individual at the Work with Sold-to Individuals Screen.
CSR1203 DISPLAY Display Individual Mail History 2/01/02 15:43:16 EZK Mail Order
Customer # 395 ACME COMPANY ATTN: SOSE, KEYSER Individual # 4 EMMA BOVARY
Source Description Mail Date Ofr
SOURCE 02/02 SPRING PREVIEW 2/01/02 OFR
F3=Exit F12=Cancel |
Field |
Description |
Customer # |
A unique number to identify a customer. Numeric, 9 positions; display-only, assigned by the system. |
Customer name (Unlabeled field to the right of the customer number) |
The name of a customer and/or the business associated with the customer. Alphanumeric, 41 positions; display-only. |
Individual |
A number to identify the sold-to customer's individual record. Numeric, 3 positions; display-only. |
Individual name (unlabeled field to the right of the individual number) |
The first and last names of the individual customer. Alphanumeric, 25 positions (last name) and 15 positions (first name; display-only. |
Source |
A code used to identify the segment of your customer base for a particular offer. Alphanumeric, 7 positions; optional. |
Description |
The description of the mailing. Alphanumeric, 30 positions; display-only. |
Mail date |
The date you mailed the offer (catalog) to the customer. The system creates a new mail record each time you print or reprint a catalog request through Processing Catalog Requests (PCAT). Numeric, 6 positions (MMDDYY format); display-only. |
Display Individual Order History Screen
Purpose: Use this screen to review order history for a particular individual customer.
Important: The system tracks order history only when the individual is the placer on the order, not when the individual is the originator.
Note: You can advance to this screen only if the Update Customer Individual Order History File (H79) system control value is set to Y.
How to display this screen: Enter 19 next to an individual at the Work with Sold-to Individuals Screen.
CSR1200 DISPLAY Display Individual Order History 2/18/02 17:17:51 EZK Mail Order
Customer : 294 ACME INDUSTRIES Individual . . : 3 BROWN, HANNAH
Active since . : 1/01/02
LIFE TO DATE QUANTITY AMOUNT
Orders . . . . . . . : 2 140.00 Sales . . . . . . . : 1 50.00 Returns . . . . . . : 2 45.00 Cancels . . . . . . : 2 50.00 Exchanges . . . . . : 1 25.00 Sold outs . . . . . : 1 35.00
Last order type . . : P Last Order Date . : 1/31/02 Last order amount . : 35.00 Last Source . . . : SOURCE Last Mail Date . . . : 1/18/02
F3=Exit F12=Cancel F21=Report |
Field |
Description |
Customer |
A unique number used to identify the sold-to customer you are reviewing. Numeric, 9 positions; display-only. |
Customer name or company (unlabeled field to the right of the customer number) |
The last and first name or company name of the sold-to customer. Alphanumeric, 41 positions (name) or 30 positions (company name); display-only. |
Individual |
A number to identify the sold-to customer's individual record. Numeric, 3 positions; display-only. |
Individual name (unlabeled field to the right of the individual number) |
The first and last names of the individual customer. Alphanumeric, 25 positions (last name) and 15 positions (first name; display-only. |
Active since |
The first date when the individual placed an order. Numeric, 6 positions (MM/DD/YY format); display-only. |
Note: Each of the Amount fields described below represents the actual purchase price of merchandise only after applying any discounts, price overrides, or other repricing. However, if you use tax-inclusive pricing and VAT, amounts described below are net of hidden tax. In addition, if you process orders by multiple currencies based on offer, each amount has been converted into your local currency. See the beginning of this chapter for more information. The system updates each of the fields below when the individual is the Placer an an order. The BILL_ASYNC and ORDR_ASYNC background jobs update order history; see Operating the Background Jobs for more information. Non-inventory items: The Demand Update for Non-Inventoried Items (E59) system control value controls whether the following totals are updated for non-inventory items. |
|
Order quantity |
The gross number of orders placed by this individual. Updates: If the Update Demand for Order Maintenance Transactions (C72) system control value is set to Y, this field increases when you add a detail line(s) to an order in Order Maintenance. If the Update Demand for Order Maintenance Transactions (C72) system control value is set to N or is blank, this field does not update when you add a detail line(s) to an order in Order Maintenance. Cancellations: This total reduces when you cancel an order only if you enter a cancel reason set to update demand; otherwise, the orders quantity remains the same and the Cancels quantity total increases. The total does not increase when you enter a return through order entry, or enter an exchange item on an order that is already open or held. Numeric, 5 positions; display-only. |
Order amount |
The total merchandise value of the orders placed by the individual, including any backordered or soldout items and the purchase of any gift certificates. This total does not reflect returns created through order entry. Updates: If the Update Demand for Order Maintenance Transactions (C72) system control value is set to Y, this field updates when you add a detail line(s) to an order in Order Maintenance. When you enter an exchange, the price of the exchange (replacement) item is added. If the Update Demand for Order Maintenance Transactions (C72) system control value is N or is blank, this field does not update when you add a detail line(s) to an order in Order Maintenance, including an exchange item. Cancellations: This total reduces when you cancel an order only if you enter a cancel reason set to update demand; otherwise, the orders amount remains the same and the Cancels amount increases. Numeric, 11 positions with a 2-place decimal; display-only. |
Sales quantity |
The number of shipments to the individual, including generation of a gift certificate. This total may be larger than the orders quantity if the Update Demand for Order Maintenance Transactions (C72) system control value is set to N or is blank, and you have added any items to this individual’s orders in order maintenance. If an order has partial shipments on different days, each shipment updates the sales quantity; however, if two shipments occur on the same day, the sales quantity is increased just by 1. Numeric, 5 positions; display-only. |
Sales amount |
The total merchandise dollar value of orders shipped to the individual, including generation of a gift certificate. This total may be larger than the orders amount if the Update Demand for Order Maintenance Transactions (C72) system control value is set to N or is blank, and you have added any items to this individual’s orders in order maintenance. Also, it may be larger due to purchase of gift certificates. Numeric, 11 positions with a 2-place decimal; display-only. |
Returns quantity |
The number of returns processed for the individual, including returns you process by entering a negative quantity in order entry or crediting a return through the return authorizations suite of functions (see Part I: Managing Returns). If you enter multiple returns during a single order entry, order maintenance, or return authorizations session, the quantity is increased just 1. Note: If you use the return authorizations suite, this total is updated when you credit the return. Numeric, 5 positions; display-only. |
Returns amount |
The total merchandise dollar value of items returned by the individual, including returns you process by entering a negative quantity in order entry or through the return authorizations suite of functions (see Part I: Managing Returns). Note: If you use the return authorizations suite, this total is updated when you credit the return. Numeric, 11 positions with a 2-place decimal; display-only. |
The number of orders or order lines canceled by the individual. If you cancel multiple items on an order in a single session or cancel the whole order, this total is increased just 1. This total does not include cancellations using a cancel reason whose Update demand field is set to N. Methods for canceling items include order maintenance, Processing Item Substitutions (PSUB), and Working with Backorders Pending Cancellation (WBPC). Numeric, 5 positions; display-only. |
|
The total merchandise dollar value of items canceled by the individual. This total does not include cancellations using a cancel reason whose Update demand field is set to N. Numeric, 11 positions with a 2-place decimal; display-only. |
|
Exchanges quantity |
The number of exchanges processed for the individual. If you exchange multiple items on an order in a single session, this total is increased just 1. Numeric, 5 positions; display-only. |
Exchanges amount |
The total merchandise dollar amount of items exchanged by the individual. This amount represents the returned items, not the replacement items. Numeric, 11 positions with a 2-place decimal; display-only. |
Soldouts quantity |
The number of soldout items ordered by the individual. This includes items sold out automatically during order entry, backordered items sold out through option 13, and items sold out automatically through Processing Auto Soldout Cancellations (MASO). Numeric, 5 positions; display-only. |
Soldouts amount |
Total merchandise dollar amount of soldout items ordered by the individual. Numeric, 11 positions with a 2-place decimal; display-only. |
Last order type |
A code that identifies how the order was received, such as a telephone, mail, fax, etc. Order types are defined in and validated against the Order Type file. See Chapter 1: Establishing Order Types (WOTY). Alphanumeric, 1 position; display-only. |
Last order date |
The date of the most recent order for the individual. The system uses the value in the Order date field in order entry. Numeric, 6 positions (MMDDYY format); display-only. |
Last order amount |
The original dollar value of merchandise on the individual’s most recent order. This field does not update to reflect subsequent transactions against the order that changed the order total, such as cancellations, soldouts, or adding items. This value will be zero if the most recent order for the individual was a return through order entry. Numeric, 11 positions with a 2-place decimal; display-only. |
Last source |
The source code used on the header of the individual’s most recent order (even if the order was a return through order entry) or most recently mailed catalog request. The source code identifies a segment of your customer base. You can analyze sales by source code. Additionally, the source code determines the method to calculate freight and pricing on an order. See Working with Source Codes (WSRC). Alphanumeric, 7 positions; display-only. |
Last mail date |
The most recent date when you mailed an offer (catalog) to the individual. The system updates this field through Processing Catalog Requests (PCAT). Numeric, 6 positions (MMDDYY format); display-only. |
Work with Ticklers Screen (individual view)
Purpose: Use this screen to review, work with, and resolve ticklers associated with an individual.
Secured feature: If you do not have authority to the Update All Ticklers (B09) secured feature, you cannot update a tickler that is not assigned to you or your tickler groups or an error message displays: Not authorized to change.
This secured feature controls updating a tickler by:
• entering 2 next to a tickler to change it.
• entering 4 next to a tickler to delete it.
• entering 7 next to a tickler to assign the tickler to yourself.
• entering 11 next to a tickler to resolve it.
If you do not have access to this feature, you can update only ticklers assigned to you or your tickler groups. However, you can still release an order associated with the tickler from hold.
See Workflow Management Overview and Setup for an overview and required setup for workflow management processing.
How to display this screen:
• enter 96 next to an individual at the Work with Sold-to Individuals Screen.
• press F10 at the Customer Workflow Management Window (which displays when you advance to the Change Customer Individual Screen).
CSR1318 DISPLAY Work with Ticklers 8/21/02 10:41:42 KAB Co. CURRENT OPEN
Sold To . : 2 COMMERCIALWARE Individual . . . : 1 KAREN A BOTTGER
Opt S P Assigned Ev Cat Tickler# User Group User Sts Order# Bill To
Type options, press Enter. 2=Change 4=Delete 5=Display 6=Release 7=In process 8=Notes 9=Detail 10=History 11=Resolve 12=Procedure
I 6 8/15/02 NO NO 3039 KBOTTGER H 6229 18
F3=Exit F6=Create F8=Current/Future F9=Count F12=Cancel F14=Open/Resolved F21=List F24=Select company |
Field |
Description |
Sold to |
The number and description of the sold to customer associated with the ticklers on the screen. Sold to number: Numeric, 9 positions; display-only. Sold to description: Alphanumeric, 40 positions; display-only. |
Individual |
The number and description of the individual associated with the ticklers on the screen. Individual number: Numeric, 3 positions; display-only. Individual description: Alphanumeric, 40 positions; display-only. |
S (tickler status) |
The status of the tickler. O = Open; the tickler is open and is available to work on in the assigned tickler work queue. I = In use; the tickler is currently being worked on by the assigned user. R = Resolved; the tickler has been resolved. Alphanumeric, 1 position; optional. |
P (tickler priority) |
The priority of the tickler, indicating how important the issue associated with the tickler is to resolve (1 is the lowest priority and 9 is the highest priority). Numeric, 1 position; optional. |
Assigned (assign date) |
The date the tickler was assigned to the user or tickler user group. Numeric, 7 positions (CYYMMDD format); optional. |
Ev (tickler event code) |
The code for the tickler event that created the tickler. AR = A/R accounts BO = Backorders CO = Cancelled orders HO = Held orders MN = Manually created NO = New orders OO = Aged open orders SO = Sold out orders UP = Unconfirmed pick tickets VP = Voided pick tickets WF = Remote workflow See System Delivered Tickler Events. Alphanumeric, 2 positions; optional. |
Cat (tickler category) |
The tickler category assigned to the tickler. Tickler categories are defined in and validated against the Tickler Category file; see Working with Tickler Category (WTCT). Alphanumeric, 3 positions; optional. |
Tickler# |
The tickler number assigned to the tickler, from the Tickler Number number assignment record. Numeric, 9 positions; optional. |
User group |
The group ID code for the tickler user group assigned to the tickler. Tickler user groups are defined in and validated against the Tickler User Group file; see Working with Tickler User Groups (WTUG). Tickler group ID: Alphanumeric, 10 positions; display-only. |
User |
The user ID of the user assigned to the tickler. Users are defined in and validated against the User file; see Working with User Records (WUSR). User ID: Alphanumeric, 10 positions; display-only. |
Sts (order status) |
The status of the order. blank = open A = archived to optical disk C = cancelled H = held Note: The system highlights the held status in a different color (for example yellow) if the sold to customer is a new customer, based on purchase history. A new customer has placed an order, but no orders have shipped (# orders LTD is equal to or greater than 1 and # sales LTD is equal to 0 in the Customer Sold To Order History file). P = purged S = suspended X = closed Alphanumeric, 1 position; display-only. |
Order # |
The order associated with the tickler. Numeric, 9 positions; display-only. |
Bill to |
The bill to customer associated with the tickler. Numeric, 9 positions; display-only. |
Screen Option |
Procedure |
Change a tickler |
Enter 2 next to a tickler to advance to the Change Tickler Screen. |
Delete a tickler |
Enter 4 next to a tickler to delete it. You can only delete MN (manually created) ticklers. |
Display a tickler |
Enter 5 next to a tickler to advance to the Display Tickler Screen. |
Release the order associated with the tickler from hold |
Enter 6 next to a tickler to advance to the Release Reason Prompt Pop-Up Window (order header hold), Release Recipient Hold Reason Pop-Up Window (recipient hold), and/or Release Order Payment Method Window (pay type hold). If you release an order from hold for an HO (held order) tickler, the system automatically resolves the tickler. Also, the system evaluates any other ticklers associated with the order to determine if they can be resolved. |
|
If you enter 6 next to a tickler not associated with a held order, an error message displays: Order not on hold. If you enter 6 next to a tickler not associated with an order, an error message displays: Tickler not eligible for this option. Note: You must have authority to the Release Held Orders (ERHO) menu option to release the order from hold. |
Select a tickler to work on |
Enter 7 next to a tickler to change the status of the tickler from open (O) to in use (I). You can only select to work with a tickler that is in an open status; if you enter 7 next to a tickler that is in an in use (I) or resolved (R) status, an error message displays: Tickler status cannot be changed - resolved or already in process. Selecting this option automatically assigns the tickler to the user and creates a tickler history record. |
Enter or review tickler work notes |
Enter 8 next to a tickler to advance to the work notes screen, based on the note type defined for the tickler. Note type A advances you to the Edit Customer Actions Window. Note type B advances you to the Work with Bill To Notes Screen. Note type O advances you to the Work with Order Messages Screen. Note type S advances you to the Edit Customer Notes Screen. Note type T advances you to the Work with Tickler Notes Screen. |
Review the tickler source |
Enter 9 next to a tickler to advance to the source screen, based on the tickler event associated with the tickler. AR ticklers advance you to the Work with Open Items Screen. BO, CO, HO, NO, OO, SO, UP, VP, and WF ticklers advance you to the Order Inquiry Header Screen. You cannot view the source for MN ticklers: Requested tickler has no source reference. |
Review tickler history |
Enter 10 next to a tickler to advance to the Work with Tickler History Screen. |
Resolve a tickler |
Enter 11 next to a tickler to advance to the Resolve Tickler Window. |
Review procedures for a tickler |
Enter 12 next to a tickler to advance to the Work with Tickler Event Rule Procedure Screen. You cannot add or change tickler procedures when you advance from the Work with Tickler screen. You cannot review procedures for MN ticklers. |
Create a tickler for the MN (manually created) tickler event |
Press F6 to advance to the Create Tickler Screen. Note: To create a MN tickler, you must have authority to the Create Manual Tickler (B13) secured feature. |
Review the number of ticklers in the work queue, based on the selection criteria you have defined |
Press F9 to advance to the Current Tickler Count Window. |
Toggle between displaying open and in use ticklers or resolved ticklers |
Press F14. The system toggles between displaying: • ticklers in an open (O) or in use (I) status. • ticklers in a resolved (R) status. |
| Chapter 37: Reviewing Customer Address Changes | Contents | SCVs | Search | Glossary | Reports | XML | Index | Chapter 39: Working with Individual Departments (WDPM) |
CS03_13 CWDirect 18.0 August 2015 OTN