A Service Support Representative (SSR) can receive a request for service as a phone call, fax, or e-mail. The request is entered on the Incidents form. The incident is the starting point for all service calls.
First, you must determine if the customer is calling about an existing incident, or if a new incident must be created. If a new incident is created, record all of the information needed to resolve the issue into the Incidents form:
Alternatively, you can quickly add an incident through Insert Incident Information.
To add an incident, specify this information on the Incidents form:
Incident
The unique alphanumeric identification of an Incident is displayed. If this field is left blank when entering a new incident, the system automatically generates the next available number. A default prefix can also be added to the incident number by assigning a value to the Incident Prefix field on the Call Center tab of the Service Parameters form.
Date
Select the date and time that the incident was logged. The date and time when a new incident is started is the default value.
Description
Specify a brief summary of the reason why an incident is being created.
SSR
SSR is an abbreviation for Service Support Representative. The SSR is the call center or support person that logs the incident. The default value is based on the user id of the person logged on to the system.
SSR Site
In a multi-site environment, this indicates the location at which the SSR is opening the incident.
Owner
Select the partner identification responsible for the Incident, Event, SRO, etc.
Owner Site
Select the location of the owner in a multi-site environment.
Awaiting Parts
Select this check box is the Incident or SRO is dependent on material that is yet to be received. Whether this field is enabled or disabled to the user is controlled by the Parts Fulfillment mode assigned at the Service Parameters level.
Callback
Select this field to indicate that this is not the first incident logged in an attempt to resolve the customer issue. Use the Prior Incident field to link the new incident to its predecessor. The Callback field is set automatically when an incident is created with the Generate Callback button.
Warranty Claim
Select this check box if you want to indicate that the incident is a warranty claim and requires authorization.
NOTE: The unit is the item or material that needs to be serviced. Specifying a unit and/or item on an incident is not required, if the information is not known at the time of the call.
Unit
A unit is a complete material composition, including all subcomponents, replacement parts, and/or add-ons. Each unit is identified with a unique alphanumeric ID. This ID can be the serial number of the unit, but it does not have to be the serial number. If it is a serial number, that number does not have to exist in the Serial Numbers form. This allows you to service units that you did not manufacture.
Item
The item number is displayed.
Customer Item
Select the customer item. These are maintained on the Customer Item Cross References form.
Quantity
Specify the number or amount of units/items to be used on transaction, order, and so on.
U/M
Select the abbreviation for the unit of measure used to quantify the number of units or items.
Meter Date
Specify the date that the meter amount was recorded.
Meter Amount
Specify the amount of miles, impressions, clicks, and so on that have been recorded for a specific unit. This value may be used to determine if a unit is currently under warranty. A record is automatically appended to the Meter History tab of the Units form.
View Unit
Click this button to launch the Units form to display the details of the selected unit.
Find Unit Button
Click this button to launch the Unit Configuration Search form.
View Configuration
Click this button to launch the Unit Configurations form to display details of the unit selected.
Prior Incident
Select a past incident to associate with the current incident. Click View to show the prior incident.
View
Click this button to launch the Incidents form filtered for the current record.
To Be Scheduled
Select this check box to indicate that the current incident or SRO is to be included in the scheduling process for partner assignment. If selected, the incident or SRO is displayed on the Service Schedules form when you do select a task and click All To Be Scheduled. If cleared, the incident or SRO can still be manually scheduled but is not automatically displayed on the Service Schedules form.
Priority Code
The priority code for the incident is displayed. This value is set on the Service Parameters form.
Note: Be careful when you specify a priority code in a time zone other than the one where the incident will be serviced. The default followup, warning, and due dates/times might need to be adjusted manually.
Status Code
Select the status code, which denotes the current condition of the incident. The default value is set on the Service Parameters form.
When appropriate, click History to launch the Incident Status History form.
Close Date
The date and time that the incident was closed is displayed. The value is automatically stamped on the incident when the status is changed to closed and the change is saved.
Awaiting Parts
Select this check box is the Incident or SRO is dependent on material that is yet to be received. Whether this field is enabled or disabled to the user is controlled by the Parts Fulfillment mode assigned at the Service Parameters level.
Follow-up Date
Select the calendar date and time when follow-up should be performed on the incident. The Incident Date/Time value is used when a new incident is created by adding the Time Until Follow-up value of the priority code.
Follow-up Complete
Select this check box to signify follow-up action has been performed. The Incident Escalation does not run Escalation Tasks of follow up basis when this box is selected.
Warning Date
Select a date and time to indicate that the incident is nearing the due date.
Due Date
Select the calendar date and time when the incident is due.
Calculate Button
Click this button to update the Duration fields on the Status tab of the incident. The calculation is based on the values set for duration and unit on the Service Reasons form. When any service reasons are then associated with the incident on the Reasons tab, the calculation routine takes the values into account.
Duration
The sum of the total time remaining for work to be performed on the incident is displayed. The values are calculated using the duration and unit fields from the Service Reasons form for any reason codes assigned to the incident.
Estimated Time Remaining
Specify the estimated time remaining for work to be performed.
Region
Select a region for the incident. Regions are used to group incidents by territory so that partners can be assigned using service scheduling.
Remote ID
If the incident was created remotely, the ID is displayed.
Kbase ID
The unique identifier of the knowledge base record is displayed.
If a Kbase ID is specified, click View, or, if an ID is not specified, click Create, to launch the Knowledge Base form.
Destination Type
Select the type of record to cross-reference. The three ID fields can be used to specify existing records. If left blank, the system creates a new record of the reference type specified when the cross-reference is performed.
Destination Button
Click this button to perform a cross reference. If the values for the three reference fields are blank, the system sets them. If the three fields have been populated, the system accesses the appropriate form based on the source/destination type selected.
NOTE: For Cross Site SRO functionality the "SSSFS Global Incidents" replication category must be configured.
Site
Select the location the user is referencing in a multi-site environment.
Schedule Button
Click this button to launch the Service Scheduler.
Dispatch Button
Click this button to launch the Service Schedule Dispatch form.
Subject
Specify a brief summary of the note record.
The subject grid shows all the existing note records for the incident. Clicking the left side of the grid area below any existing note adds the next sequence number and allows for entry of an additional note record defaulting with the information described above.
Notes
Specify any notes pertaining to the currently selected record.
Details Button
Click this button to launch the Notes form to create, delete, or edit note records.
General Reason
Select the general code to represent why the incident is being logged. The general reason codes are maintained through the Service Reasons form.
Specific Reason
Select the specific code to represent why the incident is being logged. The specific reason codes are maintained on the Service Reasons form.
General Resolution
Select the general code to represent why the incident is being closed. The general resolution codes are maintained through the Service Resolutions form.
Specific Resolution
Select the specific code to represent why the incident is being closed. The specific resolution codes are maintained through the Service Resolutions form.
Reason Notes
Specify any additional explanations of service or incident reasons.
Resolution Notes
Specify any additional explanation for service resolutions.
General Activities
Click this button to launch the Service Activities modal form to show or record actions that have been or need to be taken to resolve the incident.
Specific Activities Button
Click this button to launch the Service Activities modal form to show or record actions that have been or need to be taken to resolve the incident or service order.
For more information about reasons, see Setting Up Service Reasons.
Event Date
The date and time that the event was recorded is displayed.
Event Code
Select the type of event that occurred. These options are set up and maintained through the Incident Event Codes form.
Site
Select the location of the owner in a multi-site environment.
Sequence
The number of the incident event is displayed. The sequence is assigned based on the order in which the event is entered rather than on the event date.
Owner
Select the partner identification responsible for the Incident, Event, SRO, etc.
Partner
The partner number is displayed.
Accept Date
Select the date and time that a partner acknowledges an event dispatch request.
Dispatch Date
Specify the date and time that a partner schedule is updated with the event dispatch request.
Plan Arrival Date
Select the date and time that a partner has scheduled to perform an event request.
Start Call Time
Select the date and time that the incident event began. Click Start to refresh the value shown to the current system time.
End Call Time
The date and time that the incident event finished is displayed. Click End to refresh the value shown to the current system time.
Follow-up Date
Select the calendar date and time when follow-up should be performed on the incident. The Incident Date/Time value is used when a new incident is created by adding the Time Until Follow-up value of the priority code.
Contact
The name of the contact person.
Phone
Specify the primary phone number for the contact.
Destination/Reference Type
Select the type of record to cross-reference. The three ID fields can be used to specify existing records. If left blank the system creates a new record of the destination type specified when the cross reference is performed.
Destination/X-Ref Button
Click this button to perform a cross reference. If the values for the three reference fields are blank, the system sets them. If the three fields have been populated, the system accesses the appropriate form based on the source/destination type selected.
NOTE: For Cross Site SRO functionality the "SSSFS Global Incidents" replication category must be configured.
Site
Select the location the user is referencing in a multi-site environment.
Activities Button
Click this button to launch the modal Service Activities form for recording information related to the specific incident event.
Use these buttons on the form as described here:
Setting up the System for Incidents
Viewing Knowledge Base Entries
Completing an Incident and Reviewing Status History