Customer
- Customer Number
Enter the customer number.
If the customer exists in the system, the system retrieves information about that customer, such as a telephone number. This information appears by default. You can override default values, if necessary.
If the customer does not in exist the Address Book, click the Quick Add link and add the customer record.
- Call Backs
Enter a value from UDC 17/CB to specify the number of callbacks for the case.
- Caller Number
Enter the caller number to associate a third-party with the case, such as a technician or a customer service representative. The customer number appears by default in this field.
- Caller Name
Enter the customer contact name for the case.
If the caller does not exist not in the Address Book, click the ellipsis (...) link and add the contact information.
- Problem
Enter a short description for the case.
Depending on how you have set the processing options, you can use the first 80 characters from the media object as the default value for this field. If you are not using Solution Advisor and the Solution system constant is not selected, you can also click the Search button to select a failure description
- Reason
Enter the reason for the customer issue.
Note: To attach additional text to the case, enter additional text in the text box on the form. When you define status rules, you can define when the text attached to a case is protected. When you protect text, you prevent changes to the text attached to a case. You can add to text that is protected; click the Append Text link. You cannot modify the existing text. The system appends a time stamp to the text area when the information changes.- Priority
Enter a value from UDC 17/PR to specify the case priority code. In conjunction with the F1753 table, this field determines the response time.
- Case Status
Enter a value from UDC 17/ST to specify the case status, such as Open, Active, and so forth.
- Case Type
Enter a value from UDC 17/CT to specify the case type.
- Equipment Number
Enter an identification code that represents an asset. You might enter a serial number in this field based on the equipment constants. Enter the identification code in one of these formats:
Asset number: A computer-assigned, eight-digit numeric control number.
Unit number: A 12-character alphanumeric field.
Serial number: A 25-character alphanumeric field.
Every asset has an asset number. You can use unit number and serial number to further identify assets. If this is a data entry field, the first character you enter indicates whether you are entering the primary format that is defined for the system, or one of the other two formats. A special character, such as a forward slash (/) or asterisk (*), in the first position of this field indicates the asset number format that you are using. You assign special characters to asset number formats on the Fixed Asset System Constants form.
- Inventory Item Number
Enter a number that the system assigns to an item. It can be in short, long, or third item number format.
- Product Model/Family
Enter a code that classifies an inventory item into a model for customer service.
Note: Based on the equipment number that you set up in the equipment record, the system retrieves the inventory item number, branch/plant log, and product model/family. If you do not enter the equipment number, the system retrieves the branch/plant lot and the product model/family, based on the inventory item number.- Product Component
Enter the components that make an equipment number or components associated with a customer site.
- Environment
Enter the operating environment of the user.
- Provider Group Number
Enter the provider group number. If you set up routing rules, the system automatically assigns the case to a particular provider group, based on the case type or generically. The provider group is assigned based on the routing rules. If the provider group is manually entered or appears by default from the processing options; it is not assigned based on the routing information.
If you enter a value other than the Address Book number—such as the long address or tax ID—you must precede it with the special character that is defined in the Address Book constants. When the system locates the record, it returns the Address Book number in this field.
For example, if the Address Book number 4100 (total solutions) has a long address TOTAL and an asterisk (*) distinguishes it from other entries (as defined in the Address Book constants), you might type *TOTAL into the field. The system would return 4100.
- Assignee
Enter the assignee manually; or assign by the routing information or the escalation routine if you are using escalation by skill level.
If you are manually assigning cases, enter the Address Book number for the assignee.
If you enter a value other than the Address Book number—such as the long address or tax ID—you must precede it with the special character that is defined in the Address Book constants. When the system locates the record, it returns the Address Book number in this field.
If you are escalating using skill levels and an assignee has been entered or appears by default from routing rules and the assignee is not an employee for the provider group, the case is reassigned to a provider group member in the escalation process.
If you set up routing rules that specify the case to be directed to an assignee, this field contains the default information.
See Escalating (Promoting) Cases.
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- Service Package
Displays the service package by default if the case is entitled. A service package contains the service type, coverage type, response time, and coverage group.
- Coverage Group
Displays default information for the service package. The coverage group consists of unlimited cost codes and the percentage covered for each cost code.