Case
Select the Case tab.
- Provider Group Search Type
Enter the value from UDC 01/ST that specifies the Address Book search type for provider groups. When you add a provider group through the Provider Group Revisions program (P17506), the record is added to the F1797 table and the F0101 table with this search type.
- Responsible BU Location (responsible business unit location)
Enter a code which determines which table the system uses to retrieve the responsible business unit for billing cases. Values are:
1: Inventory table (F4117/F41171).
2: Product Family/Model table (F1791).
3: Equipment table (F1201).
4: Customer Number table (F0101).
5: S&WM Line Type (Service and Warranty Management line type) table (F1793).
6: S&WM Customer Number (Service and Warranty Management customer number) table (F1797).
- Type of Service
Enter a value from UDC 00/TY to indicate the classification type of request that is used for an entitlement check. The default value is W (case).
- Mail Box for Escalation
Enter value from UDC 02/MB to define the location to hold messages for escalation.
- Case Entitlement Trigger
Enter a value from UDC 17/ET to specify which field activates entitlement checking when you enter a case.
- Escalation
Select the escalation method. Values are:
0: Do not use an escalation method.
1: Escalate using notification.
Escalations are processed using the work center notification and by email.
2: Escalate using skill-levels.
See Setting Up Case Priorities Using Notification Escalation Method.
and
See Setting Up Priorities Using Skill-Level Escalation Method.
- Message Center Interface
Select this check box to create a message for the case and the task records. You can view the message in the Work Center.
- Dynamic Word Rebuild
Reserved for future use.
- Who's Who Required
Select this check box to specify whether the caller name for a case is required and must reside in the Address Book - Who's Who records. If this check box is selected, you cannot add the case unless the caller name is selected from the visual assist and resides in the F0111 table.
- Log Status Change
Select this check box to specify whether the system records call status changes to the text that is associated with a case. If you select this check box, the system generates a line of text that includes the original status, the new status, the user, and a date and time stamp.
- Use Base Price
Select this check box to specify whether the system uses base price for calculating case price. Select this field if you are using base pricing. If you are using advanced pricing, do not select this field; you need to set up additional fields for advanced pricing, which is discussed later in this chapter.
- Use Solution Advisor
Select this field to specify whether to use the Solution Advisor application. If you do not select this field, the system will use failure analysis.
See Understanding Solution Advisor.
and