Chapter 103: Working with Tickler Users/User Groups (WTIC)
Purpose: Use this menu option to review, work with, and resolve ticklers in a tickler work queue. Users can work with ticklers assigned to themselves or their tickler user groups.
Tickler supervisors: Tickler supervisors can review and work with ticklers assigned to their tickler supervisor group, or review all ticklers regardless of assignment, using the Workflow Management (WWFM) menu option.
In this chapter:
• Work with Tickler Screen (user/group view)
• Work with Tickler Notes Screen
• Work with Tickler History Screen
• Display Tickler History Screen
• Current Tickler Count Window
• Select User Tickler Group Screen
Work with Tickler Screen (user/group view)
Purpose: Use this screen to review, work with, and resolve ticklers assigned to a particular user’s work queue or the tickler user groups defined for the user.
View current or future ticklers? The word CURRENT or FUTURE displays in the upper right corner of the screen indicating if you are viewing:
• ticklers whose Assigned date is equal to or past the current date (current), or
• ticklers whose Assigned date is later than the current date (future)
Press F8 to toggle between viewing current ticklers or future ticklers; when you first advance to this screen, current ticklers display.
View open or resolved ticklers? The word OPEN or RESOLVED displays in the upper right corner of the screen indicating if you are viewing:
• ticklers whose Status is O (open) or I (in process), or
• ticklers whose Status is R (resolved)
Press F14 to toggle between viewing open and in process ticklers or resolved ticklers; when you first advance to this screen, open ticklers display.
View FIFO or LIFO sequence? The word FIFO or LIFO displays in the upper left corner of the screen indicating if you are viewing:
• ticklers in FIFO (first in, first out; meaning oldest to newest) sequence, or
• ticklers in LIFO (last in, first out; meaning newest to oldest) sequence
Press F7 to toggle between viewing ticklers in FIFO sequence or LIFO sequence; when you first advance to this screen, ticklers display in FIFO sequence.
View ticklers for user or tickler group? The User field or Group field displays at the top of the screen indicating if you are viewing:
• ticklers assigned to a particular user, or
• ticklers assigned to a particular tickler group for the user
Press F2 to toggle between viewing ticklers for a particular user or tickler group for the user; when you first advance to this screen, ticklers display for the user who advanced to the screen. If the user is assigned to more than one tickler group, the Select User Tickler Group Screen displays when you toggle to view ticklers for a tickler group.
Searching for ticklers: You can search for specific ticklers by tickler status, tickler priority, assigned date, event code, tickler category, tickler number, order number, sold to customer number, bill to customer number, and item number.
How to display this screen: Enter WTIC in the Fast path field or select Work with Tickler by User/User Group from a menu.
CSR1286 DISPLAY Work with Tickler 7/19/02 14:40:45 FIFO KAB Co. CURRENT OPEN
User . . : KBOTTGER Karen Ann Bottger
Assign Event Ord Opt S P Date Cd Cat Tickler# Sts Order# Sold To Bill To Item
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 7/22/02 NO NO 2888 6153 43 42 SP948AL I 5 7/19/02 MN MAN 29 0 0 0 I 4 7/22/02 CO CO 35 C 6149 43 42 F99G I 3 7/22/02 VP VP 2839 6152 43 42 F99G I 2 7/19/02 HO HDH 21 H 6135 6 49 O 7 7/22/02 OO OO 2861 1864 6 0 O 7 7/22/02 OO OO 2862 1865 6 0 +
F2=Group F3=Exit F6=Create F7=LIFO F8=Cur/Fut F9=Count F12=Cancel F14=Open/Resolved F21=List F22=User options F24=Select company |
Field |
Description |
User |
The user ID and description of the user assigned to work with the displayed ticklers. This field displays only if you are viewing ticklers for the signed-in user; you can view ticklers for a tickler user group defined for the user by pressing F2; if the user is assigned to more than one tickler user group, the system advances you to the Select User Tickler Group Screen where you can select the tickler user group whose ticklers you wish to review. User ID: Alphanumeric, 10 positions; display-only. User description: Alphanumeric, 30 positions; display-only. |
Group |
The tickler user group ID and description of the tickler user group assigned to resolve the displayed ticklers. This is a tickler user group assigned to the user reviewing ticklers. This field displays only if you viewing ticklers for a tickler user group; you can view ticklers for the signed-in user by pressing F2. Group ID: Alphanumeric, 10 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 process; 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. |
Assign date |
The date the tickler was assigned to the user or tickler user group. Numeric, 7 positions (CYYMMDD format); optional. |
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. |
Event 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 number |
The tickler number assigned to the tickler, from the Tickler Number number assignment record. Numeric, 9 positions; optional. |
Order status |
The status of the order associated with the tickler. 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 number |
The order associated with the tickler. Numeric, 8 positions; optional. |
Sold to |
The sold to customer associated with the tickler. Numeric, 9 positions; optional. |
Bill to |
The bill to customer associated with the tickler. Numeric, 7 positions; optional. |
Item |
The item associated with the tickler. Alphanumeric, 12 positions; optional. |
Screen Option |
Procedure |
Change a tickler |
Enter 2 next to a tickler to advance to the Change Tickler Screen. |
Delete a MN 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 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 process (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 process (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. If you are on the Work with Tickler screen (group view), the tickler is cleared from the screen; you can view the tickler on the Work with Tickler screen (user view). |
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. |
Toggle between viewing ticklers for a user or ticklers for a tickler group |
Press F2. The system toggles between displaying: • ticklers assigned to the user (the user ID and description displays at the top of the screen). • ticklers assigned to the user’s tickler group (the group ID and description displays at the top of the screen). If the user is associated with more than one tickler group, you advance to the Select User Tickler Group Screen. If the user is not associated with a tickler group an error message displays: Current user is not associated with any group. |
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 and the MN tickler event must be active. |
Toggle between displaying ticklers in LIFO sequence (last in, first out; meaning newest to oldest) or FIFO sequence (first in, first out; meaning oldest to newest) |
Press F7. The word LIFO or FIFO displays in the top left corner of the screen, depending on which tickler order you are viewing. |
Toggle between displaying ticklers in a current status or future status |
Press F8. The word CURRENT or FUTURE displays in the top right corner of the screen, depending on which ticklers you are viewing. |
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. |
Review ticklers for a selected tickler user group |
Press F10 to advance to the Select User Tickler Group Screen. This option is available only when you are viewing ticklers in a tickler user group work queue. |
Toggle between displaying open and in process ticklers or resolved ticklers |
Press F14. The system toggles between displaying: • ticklers in an open (O) or in process (I) status. • ticklers in a resolved (R) status. |
Purpose: Use this screen to create a tickler for the MN (manually created) tickler event.
You cannot create a tickler for any tickler event except MN (manually created).
When you manually create a tickler you can associate the tickler with a specific:
• order number and ship to number
• customer individual number
• customer sold to number
• customer ship to number
• customer bill to number
• existing tickler number
Depending on how you advance to the Create Tickler screen, the system automatically associates the tickler with a specific order or customer. For example, if you advance to the Create Tickler screen from the Work with Ticklers Screen (sold to customer view), the system automatically associates the manually created tickler with the sold to customer.
Secured feature: To create a MN tickler, you must have authority to the Create Manual Tickler (B13) secured feature.
How to display this screen: Press F6 at the Work with Tickler Screen (user/group view) or Workflow Management Screen (tickler supervisor).
You can also advance to this screen from the:
• Work with Ticklers Screen (sold to customer view)
• Work with Ticklers Screen (ship-to customer view)
• Work with Ticklers Screen (bill-to customer view)
• Work with Ticklers Screen (individual view)
• Work with Ticklers Screen (order view)
• Work with Return Authorization Detail Screen
• Work with Returns for Order Screen
• Work with Email by Order Number Screen
• Work with Email by Customer Sold To Number Screen
• Work with Email by Customer Ship To Number Screen
• Work with Email by Customer Bill To Number Screen
• Work with Email by Customer Individual Screen
• Display Item Availability Screen (Reviewing Item Availability)
CSR1288 ENTER Create Tickler 7/19/02 16:03:33 KAB Co.
Tickler# . . . . . : 29
Category . . . . . . MAN Priority . . . . . . 5 Notify user . . . . . N (Y/N) Assign to user . . . KBOTTGER Assign to group . . . Assigned date . . . . 71902 Note type . . . . . . T Short note . .
Order# . . . . . . . - Cust Individual# . . Cust Sold To# . . . . Cust Ship To# . . . . Cust Bill To# . . . . Related tickler# . .
F3=Exit F12=Cancel Enter=Notes |
Field |
Description |
Tickler number |
The next number available from the Tickler Number number assignment record. Numeric, 9 positions; display-only. |
Category |
The tickler category assigned to the tickler. The tickler category defined for the MN tickler event defaults, but you can override it. Alphanumeric, 3 positions; required. |
Priority |
The priority of the tickler, indicating how important the issue associated with the tickler is to resolve (1 is lowest priority, 9 is highest priority). The priority defined for the MN tickler event defaults, but you can override it. Numeric, 1 position; optional. |
Notify user |
Indicates whether the system sends a Tickler Notification email to the assigned user or to all of the users in the assigned tickler user group when a tickler is created for this tickler event. Y = Notify the assigned user/user group when a tickler is created; use the email address defined for the user in the User Extended file. If the tickler is assigned to a user group, send a notification to each user in the group, using the email address defined for each user in the User Extended file. N or blank = Do not notify the assigned user/user group when a tickler is created; the user can review the ticklers in his queue at the Work with Tickler Screen (user/group view). See Tickler Notification for a sample email. Alphanumeric, 1 position; optional. |
Assign to user |
The user ID of the user assigned to resolve the tickler. The assign to user defined for the MN tickler event defaults, but you can override it. You can define either an assign to user or assign to user group for the tickler, but not both. Users are defined in and validated against the User file; see Working with User Records (WUSR). See Tickler Assignment. Alphanumeric, 10 positions; optional. |
Assign to group |
The group ID of the tickler group assigned to resolve the tickler; when you manually create a tickler, the tickler group can be either a user group or supervisor group. The assign to group defined for the MN tickler event defaults, but you can override it. You can define either an assign to user or assign to user group for the tickler, but not both. The tickler user group you enter must be defined as a user type and not a supervisor type. Tickler user groups are defined in and validated against the Tickler User Group file; see Working with Tickler User Groups (WTUG). See Tickler Assignment. Alphanumeric, 10 positions; optional. |
Assigned date |
The date the tickler is assigned to the assigned to user or assigned to tickler user group. The current date defaults, but you can enter a future date. If you enter a future date, the tickler does not display in the assigned to tickler work queue until the assigned date is equal to the current date. Note: When you manually create a tickler and assign the tickler a future date, the system sends a Tickler Notification email when the tickler is created, not when the assigned future date is reached. You cannot enter a past date or an error message displays: Must enter current date or future date. Numeric, 7 positions (CYYMMDD format); required. |
Note type |
The type of notes you enter for this tickler. The note type defined for the MN tickler event defaults, but you can override it. A = Action notes; you use the Edit Customer Actions Window to enter tickler notes. B = Bill to notes; you use the Work with Bill To Notes Screen to enter tickler notes. O = Order notes; you use the Work with Order Messages Screen to enter tickler notes. S = Sold to notes; you use the Edit Customer Notes Screen to enter tickler notes. T (default) = Tickler notes; you use the Work with Tickler Notes Screen to enter tickler notes. Alphanumeric, 1 position; required. |
Short note |
A brief note you can enter for the tickler. The short note you enter displays on the Tickler Notification email and, if you reassign this tickler to another user or tickler user group, the short note displays on the Tickler Reassignment email. See Tickler Notification for a sample email. Alphanumeric, 60 positions; optional. |
Order number |
The order number and ship to number associated with the tickler. If you define an order number, you must also define the customer ship to number; if the order is associated with only 1 ship to, ship to number 1 defaults. Order numbers are defined in and validated against the Order Header file. Numeric, 8 positions; optional. |
Cust individual number |
The customer individual number associated with the tickler. Customer individuals are defined in and validated against the Customer Individual file. Numeric, 3 positions; optional. |
Cust sold to number |
The customer sold to number associated with the tickler. Sold to customers are defined in and validated against the Customer Sold To file. Numeric, 9 positions; optional. |
Cust ship to number |
The customer ship to number associated with the tickler. If the order number you define is associated with only 1 ship to customer, ship to 1 defaults. Ship to customers are defined in and validated against the Customer Ship To file. Numeric, 3 positions; optional. |
Cust bill to number |
The customer bill to number associated with the tickler. Bill to customers are defined in and validated against the Customer Bill To file. Numeric, 7 positions; optional. |
Related tickler number |
The tickler number associated with the tickler. Tickler numbers are defined in and validated against the Tickler file. Numeric, 9 positions; optional. |
Screen Option |
Procedure |
Enter work notes for the newly created tickler |
Press Enter to advance to the work notes screen, based on the note type defined for the tickler. Note type A (action) advances you to the Edit Customer Actions Window. Note type B (bill to) advances you to the Work with Bill To Notes Screen. Note type O (order) advances you to the Work with Order Messages Screen. Note type S (sold to) advances you to the Edit Customer Notes Screen. Note type T (tickler) advances you to the Work with Tickler Notes Screen. |
Purpose: Use this screen to change a tickler.
You can change the following information for a tickler:
• tickler status
• tickler priority
• tickler category
• assigned to user/user group
• assigned date; you can enter a future assigned date to have a tickler assigned to a user or tickler user group in the future; ticklers with a future assign date do not display in a tickler work queue until the assign date is equal to the current date.
• short note
Note: Each time you advance to this screen to change a tickler, the system creates a tickler history record; see Work with Tickler History Screen.
How to display this screen: Enter 2 next to a tickler at the Work with Tickler Screen (user/group view) or Workflow Management Screen (tickler supervisor).
CSR1293 CHANGE Change Tickler 9/26/02 15:15:22 KAB Co. Tickler# . . . . . . : 7008 Sts: O Pty: 3 Note type: T Event . . . . . . . . . . . : VP VOIDED PICK TICKETS Rule#: . . . . . . . . . . : 1 SHIP VIA IS 1 Category . . . . . . . . . . VP VOIDED PICK TICKETS Assign to user . . . Assign to group . . . SUPERKAB KAB TICKLER SUPERVISOR GROUP Supervisor group . : Assigned date . . . . . 9/26/02 Date to notify supervisor . : Created by user . . : KBOTTGER On 9/26/02 at 10:28:19 Source: CSR1293 Original user . . . : KBOTTGER Original group . . : Short note . . Please resolve this tickler as soon as possible top priority Order# . . . . : 6522 - 1 Cust Individual#: 0 Cust Sold To# . . . : 6 PAWS AND CLAWS PET SUPPLIES ATTN: MIRANDA Cust Ship To# . . . . . . : 0 Cust Bill To# . . . . : 49 MIRANDA, BERNADETTE T Item/SKU . . . . : Pick control# . . . . : 3992 Related tickler# . . : 0 Email Seq# . : 0
F3=Exit F8=Notes F12=Cancel |
Field |
Description |
Tickler number |
The tickler number whose information you are reviewing. Numeric, 9 positions; display-only. |
Sts (Status) |
The status of the tickler. O = Open; the tickler is open and is available to work on in the assigned user’s or user group’s work queue. I = In process; the tickler is currently being worked on by the assigned user. You cannot change the status of an open or in process tickler to resolved; to resolve a tickler enter 11 next to a tickler at the Work with Tickler Screen (user/group view) or Workflow Management (WWFM) (tickler supervisor). You cannot change the status of a resolved tickler. The system creates a tickler history record when you change the tickler status, indicating the “from status” and the “to status”; see Work with Tickler History Screen. Alphanumeric, 1 position; required. |
Pty (Priority) |
The priority of the tickler, indicating how important the issue associated with the tickler is to resolve (1 is the lowest priority, 9 is the highest priority). The system creates a tickler history record when you change the tickler priority, indicating the “from priority” and “to priority”; see Work with Tickler History Screen. Numeric, 1 position; required. |
Note type |
The type of notes you enter for this tickler. A = Action notes; you use the Edit Customer Actions Window to enter tickler notes. B = Bill to notes; you use the Work with Bill To Notes Screen to enter tickler notes. O = Order notes; you use the Work with Order Messages Screen to enter tickler notes. S = Sold to notes; you use the Edit Customer Notes Screen to enter tickler notes. T (default) = Tickler notes; you use the Work with Tickler Notes Screen to enter tickler notes. Alphanumeric, 1 position; display-only. |
Event |
The code and description 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 Alphanumeric, 2 positions; display-only. |
Rule number |
The rule sequence number and description defined for the event rule that created the tickler. Numeric, 3 positions; display-only. |
Category |
The tickler category assigned to the tickler. The system creates a tickler history record when you change the tickler category, indicating the “from category” and “to category”; see Work with Tickler History Screen. You must define a tickler category for manually created ticklers: Tickler category is required for manually created ticklers. Alphanumeric, 3 positions; optional. |
Assign to user |
The user ID and description of the user assigned to resolve the tickler. The system creates a tickler history record when you change the assign to, indicating the “from assign to” and “to assign to”; see Work with Tickler History Screen. You can define either an assign to user or assign to user group for the tickler, but not both. Users are defined in and validated against the User file; see Working with User Records (WUSR). See Tickler Assignment. Alphanumeric, 10 positions; optional. |
Assign to group |
The group code and description of the tickler group assigned to resolve the tickler; when you change a tickler, the tickler group can be either a user group or supervisor group. The system creates a tickler history record when you change the assign to, indicating the “from assign to” and “to assign to”; see Work with Tickler History Screen. You can define either an assign to user or assign to user group for the tickler, but not both. The tickler user group you enter must be defined as a user type and not a supervisor type. Tickler user groups are defined in and validated against the Tickler User Group file; see Working with Tickler User Groups (WTUG). See Tickler Assignment. Alphanumeric, 10 positions; optional. |
Supervisor group |
The code and description for the supervisor group assigned to manage the tickler. This is the supervisor group the system sends a Supervisor Notification Count email when the date in the Date to notify supervisor field is reached. The system sends an email to the email address defined for the supervisor group in the Tickler User Group file. Alphanumeric, 10 positions; display-only. |
Assigned date |
The date the tickler was assigned to the user or tickler user group. You can enter a future assigned date to have a tickler assigned to a user or user group in the future. The system creates a tickler history record when you change the assigned date, indicating the “from assigned date” and “to assigned date”; see Work with Tickler History Screen. If you enter a future date, the tickler does not display in the assigned to tickler work queue until the assigned date is equal to the current date. You cannot enter a past date or an error message displays: Must enter current date or future date. Numeric, 7 positions (CYYMMDD format); required. |
Date to notify supervisor |
Indicates the date the system sends a Supervisor Notification Count email to the assigned supervisor group, notifying the supervisor that the tickler has not yet been resolved. The system sends a Supervisor Notification Count email if the date to notify supervisor is equal to or past the current date. The system uses this calculation to determine the next notification date when a tickler is first created: tickler creation date + value in Number of days to notify supervisor field for the event/rule that created the tickler = next notification date. The system does not update the next notification date after a tickler is created. The system sends the email to the email address defined for the supervisor user group in the Tickler User Group file. The system continues sending an email to the supervisor group as long as the tickler assigned to the supervisor group is in an open or in process status. See Tickler Notification for a sample email. Numeric, 7 positions (CYYMMDD format); display-only. |
Created by user |
The user ID of the user that created the tickler. Alphanumeric, 10 positions; display-only. |
Created on...at |
The date and time when the tickler was created. Created date: Numeric, 6 positions (MMDDYY format); display-only. Created time: Numeric, 6 positions (HHMMSS format); display-only. |
Source |
The program that created the tickler. Alphanumeric, 10 positions; display-only. |
Original user |
The user ID of the user originally assigned to resolve the tickler. Alphanumeric, 10 positions; display-only. |
Original group |
The code for the tickler user group originally assigned to resolve the tickler. Alphanumeric, 10 positions; display-only. |
Short note |
A brief note you can enter to further describe the tickler. This note displays on the Tickler Notification email and Tickler Reassignment email. Alphanumeric, 60 positions; optional. |
Order number |
The order number and ship to number associated with the tickler. Order number: Numeric, 8 positions; display-only. Ship to number: Numeric, 3 positions; display-only. |
Cust sold to number |
The customer sold to number associated with the tickler. Numeric, 9 positions; display-only. |
Cust individual number |
The customer individual number associated with the tickler. Numeric, 3 positions; display-only. |
Cust ship to number |
The customer ship to number associated with the tickler. Numeric, 3 positions; display-only. |
Cust bill to number |
The bill to customer number associated with the tickler. Numeric, 7 positions; display-only. |
Item/SKU |
The item and optionally, SKU, associated with the tickler. Item: Alphanumeric, 12 positions; display-only. SKU: Alphanumeric, 14 positions; display-only. |
Pick control number |
The pick control number associated with the tickler. Numeric, 7 positions; display-only. |
Related tickler number |
The tickler number associated with the tickler. Numeric, 9 positions; display-only. |
Email sequence number |
The email sequence number associated with the tickler. Numeric, 11 positions; display-only. |
Screen Option |
Procedure |
Enter or change work notes for the tickler |
Press F8 to advance to the work notes screen, based on the note type defined for the tickler. Note type A (action) advances you to the Edit Customer Actions Window. Note type B (bill to) advances you to the Work with Bill To Notes Screen. Note type O (order) advances you to the Work with Order Messages Screen. Note type S (sold to) advances you to the Edit Customer Notes Screen. Note type T (tickler) advances you to the Work with Tickler Notes Screen. |
To display: Enter 5 next to a tickler at the Work with Tickler Screen (user/group view) or Workflow Management (WWFM) (tickler supervisor) to advance to the Display Tickler screen. You cannot change any fields on this screen. See Change Tickler Screen for field descriptions.
Work with Tickler Notes Screen
Purpose: Use this screen to enter work notes regarding the activity a user performed to resolve the tickler.
Each time you advance to this screen, the system creates a tickler history record; see Work with Tickler History Screen.
Tickler work notes screen: The screen where you enter activity notes for a tickler varies, depending on the note type defined for the tickler in the Tickler file.
• Note type A (action) advances you to the Edit Customer Actions Window.
• Note type B (bill to) advances you to the Work with Bill To Notes Screen.
• Note type O (order) advances you to the Work with Order Messages Screen.
• Note type S (sold to) advances you to the Edit Customer Notes Screen.
• Note type T (tickler) advances you to the Work with Tickler Notes Screen.
When you enter work notes on the Work with Tickler Notes screen and press Enter, the system updates the work notes with the user ID of the user who entered the notes and the date when the work notes were entered.
Types of work notes: Press F10 at this screen to toggle between entering and updating activity notes or resolution notes.
• activity notes describe the actions taken against a tickler that do not resolve the tickler. For example, if a tickler is created for a declined credit card, a user might enter activity notes indicating he reviewed the reason why the credit card was declined and assigned the tickler to another user to re-send for authorization. When a tickler is first created, the system creates an activity note: XX Tickler# 000003140 HAS BEEN CREATED. RULE:INITIAL B/O IS Y, where XX is the tickler event associated with the tickler and the RULE is the event rule associated with the tickler.
• resolution notes describe the actions taken against a tickler that resolve the tickler. For example, if a ticker is created for a declined credit card, a user might enter resolution notes indicating he resent the credit card for authorization and received an approval (resolving the tickler). When a tickler is resolved, the system creates a resolution note: XX Tickler# 000003140 HAS BEEN RESOLVED. REASON: BO BY: KBOTTGER RULE:INITIAL B/O IS Y, where XX is the tickler event associated with the tickler, REASON is the resolution reason code, BY is the user ID of the person that resolved the tickler, and RULE is the event rule associated with the tickler.
How to display this screen: You can advance to this screen by:
• entering 8 next to a tickler at the Work with Tickler Screen (user/group view) or Workflow Management Screen (tickler supervisor).
• pressing Enter at the Create Tickler Screen.
• pressing F8 at the Change Tickler Screen or Display Tickler Screen.
CSR1295 CHANGE Work with Tickler Notes 7/22/02 14:35:10 KAB Co.
Tickler# . . : 2861
Activity Notes User Date
BO Tickler# 000003130 HAS BEEN CREATED KBOTTGER 10/15/02 RULE:INITIAL B/O IS Y, LTD ORDER $ GT 200 KBOTTGER 10/15/02
F3=Exit F8=Add/Change F10=Resolution notes F12=Cancel |
Field |
Description |
Tickler number |
The tickler number for which you are entering or updating work notes. Numeric, 9 positions; display-only. |
Activity notes |
Free-form lines where you can describe the activity performed against the tickler. Alphanumeric, 60 positions; optional. |
User |
The user ID of the user who entered the tickler work notes or who performed the activity that created the work notes. Alphanumeric, 10 positions; display-only. |
Date |
The date the tickler work notes were entered. Numeric, 6 positions (MMDDYY format); display-only. |
Screen Option |
Procedure |
Enter new work notes or update existing work notes |
Press F8 to toggle between adding new lines and updating existing lines. |
Enter or update tickler resolution notes or tickler activity notes |
Press F10 to toggle between adding and updating tickler activity notes and adding and updating tickler resolution notes. |
Work with Tickler History Screen
Purpose: Use this screen to review the history of a tickler, indicating the activity performed against the tickler.
The system creates a tickler history record when:
• the tickler is created
• the tickler is changed
• work notes for the tickler are added/updated, regardless of the type of work notes you enter
• the tickler is resolved
How to display this screen: Press F10 at the Work with Tickler Screen (user/group view) or Workflow Management Screen (tickler supervisor).
CSR1296 DISPLAY Work with Tickler History 7/22/02 14:59:38 KAB Co.
Tickler# . . : 21
--------- Activity --------- -------------- To --------------- Assign Opt Date Time User User Group Sts Pty Cat Date
Type options, press Enter. 5=Display
7/19/02 12:14:12 KBOTTGER O 1 HO 7/19/02 7/19/02 12:14:13 KBOTTGER KBOTTGER O 2 HDH 7/19/02 7/19/02 12:58:42 KBOTTGER KBOTTGER O 2 HDH 7/19/02 7/19/02 15:13:27 KBOTTGER KBOTTGER I 2 HDH 7/19/02
F3=Exit F12=Cancel |
Field |
Description |
Tickler number |
The tickler number whose history you are reviewing. Numeric, 9 position; display-only. |
Activity date |
The date when the system created the tickler history record; this is the date when the tickler was created or updated. Numeric, 6 positions (MM/DD/YY format); optional. |
Activity time |
The time when the system created the tickler history record; this is the time when the tickler was created or updated. Numeric, 6 positions (HH:MM:SS format); display-only. |
Activity user |
The user ID of the user that updated the tickler, creating the tickler history record. Alphanumeric, 10 positions; optional. |
To user |
The user ID of the user assigned to work with the tickler, based on the update performed against the tickler. Alphanumeric, 10 positions; display-only. |
To group |
The code for the user group assigned to work with the tickler, based on the update performed against the tickler. Alphanumeric, 10 positions; display-only. |
To sts (To status) |
The status of the tickler, based on the update performed against the tickler. O = Open; the tickler is open and is available to work on in the assigned tickler work queue. I = In process; the tickler is currently being worked on by the assigned user. R = Resolved; the tickler has been resolved. Alphanumeric, 1 position; display-only. |
To pty (To priority) |
The priority assigned to the tickler, based on the update performed against the tickler (1 is the lowest priority and 9 is the highest priority). Numeric, 1 position; display-only. |
To cat (To category) |
The category assigned to the tickler, based on the update performed against the tickler. Alphanumeric, 3 positions; display-only. |
Assign date |
The date the tickler was assigned to the current user or tickler user group. Numeric, 6 positions (MM/DD/YY format); display-only. |
Screen Option |
Procedure |
Review tickler history details |
Enter 5 next to a tickler to advance to the Display Tickler History Screen. |
Display Tickler History Screen
Purpose: Use this screen to review the tickler history details.
This screen indicates the tickler detail changed from this (previous tickler detail), to that (current tickler detail), where the specific detail being updated is:
• assigned to user
• assigned to user group
• assigned to supervisor group
• tickler status
• tickler priority
• next notification date
• rule sequence number
• assigned date
• graduated date
• short note
• tickler category
• note change (indicating tickler work notes were added or updated)
• source program (indicating the program that created or updated the tickler)
Note: The From detail is identical to the To detail if the detail was not updated for the tickler history record. For example, the From tickler status is identical to the To tickler status if the history record was created as a result of the tickler category changing from S1 to S2.
How to display this screen: Enter 5 next to a tickler history record at the Work with Tickler History Screen.
CSR1297 DISPLAY Display Tickler History 9/26/02 15:22:22 KAB Co.
Tickler# . . . . . : 6964 Date: 9/23/02 16:20:27 User: KBOTTGER From user . . . . . : KBOTTGER Karen Ann Bottger To user . . . . . . : From user group . . : To user group . . . : KAB KAB TICKLER USER GROUP From supervisor group To supervisor group : From status . . . . : O From priority : 8 From next notify date To status . . . . . : O To priority . : 8 To next notify date : From rule seq# . . : 1 BATCH PROCESS ONLY To rule seq# . . . : 1 BATCH PROCESS ONLY From assigned date : 9/18/02 17:11:12 From graduated date : To assigned date : : 9/23/02 16:11:30 To graduated date . : From note . . : To note . . . : From category . . . : SO SOLDOUT ORDERS To category . . . . : SO SOLDOUT ORDERS Note change . . . . : N Source program CSR0825
F3=Exit F12=Cancel |
Field |
Description |
Tickler number |
The tickler number whose history you are reviewing. Numeric, 9 position; display-only. |
Date |
The date and time when the tickler was updated, creating this tickler history record. Date: Numeric, 6 positions (MM/DD/YY format); display-only. Time: Numeric, 6 positions (HH:MM:SS format); display-only. |
User |
The user ID of the user that updated the tickler, creating this tickler history record. Alphanumeric, 10 positions; display-only. |
From user |
The user ID and description of the user previously assigned to the tickler. Alphanumeric, 10 positions; display-only. |
To user |
The user ID and description of the user currently assigned to the tickler. Alphanumeric, 10 positions; display-only. |
From user group |
The code and description of the tickler user group previously assigned to the tickler. Alphanumeric, 10 positions; display-only. |
To user group |
The code and description of the tickler user group currently assigned to the tickler. Alphanumeric, 10 positions; display-only. |
From supervisor group |
The code and description of the tickler supervisor group previously assigned to the tickler. Alphanumeric, 10 positions; display-only. |
To supervisor group |
The code and description of the tickler supervisor group currently assigned to the tickler. Alphanumeric, 10 positions; display-only. |
From status |
The code for the status previously assigned to the tickler. Alphanumeric, 1 position; display-only. |
To status |
The code for the status currently assigned to the tickler. Alphanumeric, 1 position; display-only. |
From priority |
The priority previously assigned to the tickler. Numeric, 1 position; display-only. |
To priority |
The priority currently assigned to the tickler. Numeric, 1 position; display-only. |
From next notify date |
The next notification date previously assigned to the tickler. The next notification date is updated only for graduating ticklers (AR, OO, and UP tickler events). Numeric, 6 positions; display-only. |
To next notify date |
The next notification date currently assigned to the tickler. Numeric, 6 positions; display-only. |
From rule sequence number |
The rule sequence number and description previously assigned to the tickler. Numeric, 3 positions; display-only. |
To rule sequence number |
The rule sequence number and description currently assigned to the tickler. Numeric, 3 positions; display-only. |
From assigned date |
The assigned date and time previously assigned to the tickler. Date: Numeric, 6 positions (MM/DD/YY format); display-only. Time: Numeric, 6 positions (HH:MM:SS format); display-only. |
To assigned date |
The assigned date and time currently assigned to the tickler. Date: Numeric, 6 positions (MM/DD/YY format); display-only. Time: Numeric, 6 positions (HH:MM:SS format); display-only. |
From graduated date |
The graduated date previously assigned to the tickler. Numeric, 6 positions (MM/DD/YY format); display-only. |
To graduated date |
The graduated date currently assigned to the tickler. Numeric, 6 positions (MM/DD/YY format); display-only. |
From note |
The short note previously assigned to the tickler. Alphanumeric, 60 positions; display-only. |
To note |
The short note currently assigned to the tickler. Alphanumeric, 60 positions; display-only. |
From category |
The tickler category previously assigned to the tickler. Alphanumeric, 3 positions; display-only. |
To category |
The tickler category currently assigned to the tickler. Alphanumeric, 3 positions; display-only. |
Note change |
Indicates if the tickler work notes have been updated. Y = Tickler work notes have been added/updated. N = Tickler work notes have not been added/updated. |
Source program |
The program that created or updated the tickler. Alphanumeric, 10 positions; display-only. |
Purpose: Use this window to select a resolution reason and resolve a tickler.
You can resolve ticklers that are in an O (open) or I (in process) status.
How to display this screen: Enter 11 next to a tickler at the Work with Tickler Screen (user/group view) or Workflow Management Screen (tickler supervisor).
Resolve Tickler
Tickler# . . . . . : 2861
Resolution reason . . . . .
F3=Exit F12=Cancel Enter=Notes |
Field |
Description |
Tickler number |
The tickler number you are resolving. Numeric, 9 positions; display-only. |
Resolution reason |
The tickler resolution reason, to identify the reason why the tickler is resolved. Tickler resolution reasons are defined in and validated against the Tickler Resolution Reason file; see Working with Tickler Resolution Reasons (WTRR). Alphanumeric, 3 positions; required. |
Screen Option |
Procedure |
Enter tickler resolution notes |
Press Enter to advance to the work notes screen, based on the note type defined for the tickler. Note type A (action) advances you to the Edit Customer Actions Window. Note type B (bill to) advances you to the Work with Bill To Notes Screen. Note type O (order) advances you to the Work with Order Messages Screen. Note type S (sold to) advances you to the Edit Customer Notes Screen. Note type T (tickler) advances you to the Work with Tickler Notes Screen. |
Purpose: Use this window to review the number of ticklers currently in view, based on the selection criteria you defined at the Work with Tickler Screen (user/group view).
The selection criteria you can define is:
• tickler status
• tickler number
• priority
• assigned date
• event
• category
• current user
• supervisor group
• order number
• customer sold to number
• customer bill to number
• item
A value displays next to the fields you have selected as criteria.
Example: On the Work with Tickler Screen (user/group view), if you scan for ticklers by tickler event code and sold to customer and then display the Current Tickler Count window, the system displays the number of ticklers that exist for the event code and sold to customer.
How to display this screen: Press F9 at the Work with Tickler Screen (user/group view) or Workflow Management Screen (tickler supervisor).
Current Tickler Count
Tickler count is 42 for:
Status . . . . . : Tickler# . . . . : Priority . . . . : Assigned date . . : Event . . . . . . : BO Category . . . . : Current user . . : KBOTTGER Supervisor group : Order# . . . . . : Customer Sold To# : 11 Customer Bill To# : Item . . . . . . :
F3=Exit F12=Cancel |
Field |
Description |
Tickler count is |
The number of ticklers currently in view, based on the selection criteria you defined at the Work with Tickler Screen (user/group view). Numeric, 9 positions; display-only. |
Status |
The status of the ticklers currently in view. Alphanumeric, 1 position; display-only. |
Tickler number |
The tickler number currently in view. Numeric, 9 positions; display-only. |
Priority |
The priority assigned to the ticklers currently in view. Numeric, 1 position; display-only. |
Assigned date |
The assigned date of ticklers currently in view. Numeric, 6 positions (MM/DD/YY format); display-only. |
Event |
The event code assigned to ticklers currently in view. Alphanumeric, 2 positions; display-only. |
Category |
The tickler category assigned to ticklers currently in view. Alphanumeric, 3 positions; display-only. |
Current user |
The user ID of the user assigned to ticklers currently in view. Alphanumeric, 10 positions; display-only. |
Supervisor group |
The supervisor group assigned to ticklers currently in view. Alphanumeric, 10 positions; display-only. |
Order number |
The order number assigned to ticklers currently in view. Numeric, 8 positions; display-only. |
Customer sold to number |
The sold to customer assigned to ticklers currently in view. Numeric, 9 positions; display-only. |
Customer bill to number |
The bill to customer assigned to ticklers currently in view. Numeric, 7 positions; display-only. |
Item |
The item associated with the ticklers currently in view. Alphanumeric, 12 positions; display-only. |
Select User Tickler Group Screen
Purpose: Use this screen to select the tickler group whose ticklers you wish to review.
How to display this screen:
• Press F2 at the Work with Tickler Screen (user/group view). All tickler groups (both user and supervisor) assigned to the signed-in user display.
• Press F2 at the Workflow Management Screen. All tickler supervisor groups assigned to the signed-in user display.
MSR1325 SELECT Select User Tickler Group 9/23/02 11:39:43
Opt User Group ID KBOTTGER
Type options, press Enter. 1=Select
KBOTTGER COLLECTION KBOTTGER HO-AT-S KBOTTGER KAB KBOTTGER SUPERKAB KBOTTGER VISA
F3=Exit F12=Cancel |
Field |
Description |
User |
The user ID of the signed-in user; this is the user whose tickler groups you are reviewing. Alphanumeric; 10 positions; display-only. |
Group ID |
The tickler group ID code of the tickler groups assigned to the signed-in user. Alphanumeric, 10 positions; optional. |
Screen Option |
Procedure |
Select the tickler group whose ticklers you wish to review |
Enter 1 next to a tickler group to advance to the: Work with Tickler Screen (user/group view) for the group view. Workflow Management Screen for the supervisor view. |
Select Tickler User Group Screen
Purpose: Use this screen to select the tickler group whose ticklers you wish to review. You can also view the users assigned to each group.
The tickler group type indicates if the tickler group is a user group (type U) or supervisor group (type S).
How to display this screen:
• Press F10 at the Work with Tickler Screen (user/group view). All tickler groups (both user and supervisor) assigned to the signed-in user display.
• Press F10 at the Workflow Management Screen (supervisor view). All tickler supervisor groups (both user and supervisor) assigned to the signed-in user display.
MSR1318 SELECT Select Tickler User Group 9/24/02 12:48:40
Opt Group ID Description Type
Type options, press Enter. 1=Select 8=Users in group
CPSUPER CHRIS' SUPERVISOR GROUP TEST CHANGE S DS;FLKASD ;SDFLKASD;F S ERIK_S ERIK'S TICKLER SUPERVISOR GROUP S HO SUPER HOLD ORDERS USER GROUP SUPERVISOR S HO-AT-S HO EVENT, ORDER HOLD AT, SUPERVISOR S JMN-SUP JEANNE'S TICKLER USER GROUP - SUPERVISOR S LEVEL SUP SUPERVISOR LEVEL S NEWSUPGRP NEW SUPERVISOR GROUP S NEWUSRGRP NEW USER GROUP S OESUPER ORDER ENTRY SUPERVISOR S PMP PAUL'S TEST GROUP S SUPERKAB KAB TICKLER SUPERVISOR GROUP S +
F3=Exit F6=Create F12=Cancel |
Field |
Description |
Group ID |
Work with Tickler Screen (user/group view): The group ID code of the tickler groups assigned to the signed-in user. Workflow Management Screen: The group ID code of a tickler supervisor group. This screen displays ALL tickler supervisor groups, regardless of tickler assignment. Tickler user groups do not display on the screen. Alphanumeric, 10 positions; optional. |
Description |
A description of the tickler group. Alphanumeric, 40 positions; optional. |
Type |
The type of tickler group. S = Tickler supervisor group. U = Tickler user group. Alphanumeric, 1 position; optional. |
Screen Option |
Procedure |
Select the tickler group whose ticklers you wish to review |
Enter 1 next to a tickler group to advance to the: Work with Tickler Screen (user/group view) for the group view. Workflow Management Screen for the supervisor group view. |
Review the users in a tickler group |
Enter 8 next to a tickler group to advance to the Display Users In Group Screen. |
| Chapter 102: Working with Tickler Events (WTEV) | Contents | SCVs | Search | Glossary | Reports | XML | Index | Chapter 104: Workflow Management (WWFM) |
SO12_06 CWDirect 18.0 August 2015 OTN