Default

Access the Default tab.

1. Document Type

Use this processing option to specify the document type for the case. Enter a value from UDC 00/DT (Document Type).

2. Problem

Use this processing option to specify whether the symptoms information is automatically filled in using the first line of the media object text. Values are:

Blank: Do not use the first line of the media object text.

1: Use the first line of the media object text as the symptom.

3. Caller Name

Use this processing option to indicate whether the system uses the Customer Name as the Caller Name. Values are:

Blank: Do not use the customer's name as the caller name.

1: Use the customer name as the caller name.

4. Assignee

Use this processing option to determine whether the system uses the user ID as the default assignee. Values are:

Blank: Do not use the user ID as the default for the assignee.

1: Use the user ID as the default for the assignee.

5. Reporting Codes

Use this processing option to specify whether the system uses the reporting codes of the assignee from the S/WM Address Book Information table (F1797). Values are:

Blank: Do not use reporting codes from the S/WM Address Book Information table.

1: Use reporting codes from the S/WM Address Book Information table.

6. Phone Number Type for the fax number

Use this processing option to define the phone number type for fax number. This is user defined code (01/PH) that indicates the use of the phone number.

7. Status for Case is assigned

Use this processing option to specify the default status when the system assigns the case. Enter a value from UDC 17/ST.

8. Provider Group

Use this processing option to indicate the default Provider Group number. The Provider Group number that you enter in this processing option overrides the Provider Group from routing rules.

9. Case Type

Use this processing option to specify the case type that the system uses as a default for the Work With Case program (P17500). Enter a value from UDC 17/CT. If you leave this processing option blank, the system uses the default value from the data dictionary.

10. Cost Type

If you are billing for calls and the pricing method is flat rate, use this processing option to specify the default cost type. Typically, enter B1 (Direct Labor) as the default, or you can enter another value from UDC 30/CA (Cost Component Add-Ons).

11. Pricing Units

Use this processing option to specify the default pricing units on cases if you are billing for case and the pricing method is flat rate. Pricing units are quantities that the system uses to retrieve advanced pricing information, such as for price break levels based on quantities. Enter a number or use the default, which is 0 (zero).

12. Pricing Unit of Measure

Use this processing option to specify the default unit of measure used by the system to retrieve advanced pricing information. This option is used for billing for maintenance requests in which the pricing method is flat rate. Enter a value from UDC 00/UM (unit of measure). If you leave this processing option blank, the system uses EA (each).

13. Call Reason

Use this processing option to indicate the default Call Reason.

14. Responsible Business Unit

Use this processing option to indicate the default Responsible Business Unit.