Adding an Initial Request for Service (Incident)

To add an incident, specify this information on the Incidents form:

  1. Specify this information in the header area:
    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 if 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 to indicate that the incident is a warranty claim and requires authorization. After saving, this check box becomes read-only.
  2. Select the customer, ship to, and contact information in the header or in the Address tab. In the header fields, you can select a customer and ship to by name.
  3. Specify this information about the customer:
    • Customer number and ship to address and, optionally, the consumer number and ship-to address. If a default ship to exists for the customer, then it is displayed automatically when the customer is selected. Specify the consumer if the end user of the equipment is not the same as the customer.
    • If you are integrated with Distribution SX.e, the Ship To ID field is displayed instead of the Ship To field and functions the same way.
    • Customer purchase order, if required. The PO Required field, which is set on the Customers form, identifies customers that require a purchase order number before any work can be done.
    • Contact information: phone and fax numbers and email address.
  4. The Lines tab shows read-only information from the Incidents Lines form.
  5. Specify this information on the Warranty Claim tab:
    Warranty Claim
    This check box is selected or cleared based on the selection made in the header.
    Authorize
    Click this button to authorize the warranty claim.
    Reject
    Click this button to reject the warranty claim.
    Amount Requested
    Specify how much money the customer is requesting for this warranty process.
    Amount Authorized
    For managers, specify how much money is required for this warranty process. This can be different from the requested amount.
    Authorized/Rejected By
    The name of the user or authorized or rejected the warranty claim is displayed.
    Warranty SRO Template
    Select a template to use for the service order that will be generated for the incident.
  6. Specify this information in the Status tab:
    Prior Incident
    Select a past incident to associate with the current incident. Click View to show the prior incident.
    View
    Click this button to open the Incidents form filtered for the current record.
    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.
    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 Calendar Scheduling 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 Calendar Scheduling 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 open 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.
    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 open 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 open the Dispatch Scheduling form.
  7. Specify this information in the Notes tab:
    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 open the Notes form to create, delete, or edit note records.
  8. Specify this information in the Reasons tab:
    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 Button
    Click this button to open a 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 open a form to show or record actions that have been or need to be taken to resolve the incident or service order.
  9. Specify this information in the Events tab:
    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.
    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
    Specify 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 open a form where you record information related to the specific incident event.
  10. On the Schedule tab, you can view appointments related to the current incident. Use the calendar to view the appointments in a day, week, or month setting. Use the buttons as described here:
    Schedule Button
    Click this button to open the Calendar Scheduling form.
    Dispatch Button
    Click this button to open the Dispatch Scheduling form.
  11. In the Escalation tab, the grid displays all escalation tasks that qualify for this incident. The Active column indicates whether the escalation task is configured to fire for this incident.
  12. Save the record. If the Check for Service Bulletin on Incident Entry field was selected on the Service Parameters form, a message displays if the unit has a serial number that is part of an active service bulletin.

Use these buttons on the form as described here:

  • Click Incident Lines to open the Incident Lines form, where you can review and add lines for the incident.
  • Click Quick Create to create a new incident based on information in the current incident.
  • Click Escalation Tasks (either in the main form or in the Escalation tab) to open the Escalation Tasks form where you can define additional tasks.
  • Click Escalation Log (either in the main form or in the Escalation tab) to view the log of all escalations for this incident.
  • Click Service Orders to create an SRO based on this incident.
  • Click Reason/Resolution Search to search for the resolution to similar incidents, or to find existing incidents for this customer or type of unit.
  • Click Knowledge Base Search to search the knowledge base for information regarding this incident, unit or customer.
  • Click Signatures to display any captured electronic signatures related to the incident.
  • Click Schedule to schedule an appointment with a partner.
  • Click Dispatch to open the Dispatch Scheduling form with the Reference values populated from the incident.
  • Click SRO Estimate (either in the main form or on the Status tab) to open the SRO Estimate Generation form with the customer and ship-to populated from the incident. The button is enabled when the referenced site is the current site, and the reference type is either blank or SRO, and no reference values are already assigned.
  • Click Generate Callback Incident to generate an incident based on the customer's originating incident, recycling as much information from the original incident as possible to reduce data entry. The new incident is flagged as a callback incident to indicate that the previous service was provided with an unsatisfactory resolution.
  • Click Interactions to open the Interactions form.