Scripts, Cases, and Work Orders
You use scripts to help solve open cases and work orders on which the support and service teams are working. Scripts can help support and service representatives diagnose issues by providing a list of questions and possible answers. For example, the script might ask callers what model of a given product they are using. Depending on the model selected, the script can then ask a series of questions that are specific to that product model. This table illustrates how a support representative might use a script to solve a case or work order:
Questions |
Responses |
|---|---|
What product is causing your issue? |
I'm having trouble with the widgets that we purchased. |
What model widget are you using? |
I'm not sure. |
Is it red or black? |
Black. |
Is it larger or smaller than a golf ball? |
Smaller. |
I believe you are using widget model 500A. |
No response necessary, as this was a guide information question. |
Are you using the 500A widgets in refrigerators or in freezers? |
Refrigerators. |
Does the widget appear to be loose? |
Yes. |
You'll need to tighten that up using a crescent wrench. That should fix your problem. |
No response necessary, as this was a guide information question. |
To use scripts to solve cases and work orders, you can use either the Solutions or the Related Actions tab to find and run scripts.
If you are using Solution Advisor, you can search for scripts by accessing the Advanced Search on the Solutions tab of the case or work order. When you find the script that you want to run, click the script ID to run the script. The system creates an instance of the script for the associated case or work order. You can then review all script instances on the Related Actions tab. To search from scripts using JD Edwards EnterpriseOne Solution Advisor, you must set up the Case Management constants.
See Setting Up Case Management Constants.
Alternatively, you can use the QBE search on the Related Actions tab to search for scripts. When you identify a script that you want to use, you can then select it and run it from the Related Actions tab.
Regardless of the method that you use to run the script, the system uses the Script Runtime program (P90CF180) to run the script.