Quick Incident Create: Gathering Information and Generating an Incident

  1. Select the service support representative, or accept the default SSR, which is the user ID of the person currently logged in to the system.
  2. Optionally, to mark the new incident as a callback incident, select Create as a Callback Incident.
  3. Optionally, select a Prior Incident to reuse customer and item/unit information a previous incident.
  4. Specify this information, as it relates to the incident:
    • Owner
    • Number or name of the customer
    • Priority code, which denotes the urgency of the incident
    • Consumer
    • Unit
    • Item
    • SSR Site
    • Owner Site
    • Ship To
    • Cust PO
    • Status
    • Consumer Ship To
    • Create
    • SRO
    Note: If a default ship to exists for the customer, then it is displayed automatically in the Ship To field when the customer is selected.
  5. Optionally, select Warranty Claim to indicate that the incident is a warranty claim that requires authorization.
    If the incident is a warranty claim, specify how much money the customer is requesting for this warranty process in the Request Amount field.
  6. If you are integrated with Distribution SX.e, the Ship To ID field is displayed and functions the same way as the Ship To field.
  7. If you need to create a new customer for the incident, click Create Customer to open the Quick Customer Create form.
  8. The PO Required check box indicates if a purchase order number is required by the customer before work is performed.
  9. Specify this item/unit information:
    Item Substitute
    Optionally, if you selected a Prior Incident, select an item to replace the one being copied from the previous incident. A description of the item is displayed.
    Unit Substitute
    Optionally, if you selected a Prior Incident, select a unit to replace the one being copied from the previous incident.
    Customer Unit Substitute
    This field is read-only until you select a Customer. If you selected a Unit Substitute, this field is populated automatically.

    Select the customer unit to use on the incident that is being created. After selecting a substitute, the Unit Substitute and Item Substitute fields are populated automatically, based on the corresponding unit record.

  10. Specify the name, description, email, phone, and fax number of the contact person.
  11. Optionally, specify a description and any notes for the incident.
  12. Optionally, select if you want to create a sales order, SRO, or opportunity from the incident. The new record will be linked to the incident.
    To limit the available selections to include only SRO templates, select Only Show Templates.
  13. Select the general reason or specific reason for the incident, and specify the incident notes or reason notes.
  14. To open the Incidents form after clicking OK, select Open Incidents Form on OK.
  15. To complete the creation process, click OK. You can maintain the new incident on the Incidents form.

You can add or remove fields to match the call center flow for the user.

After entering a unit on this form, the system checks if any service bulletins exist for the item and unit. If one does exist, a warning message is displayed to remind the user of the bulletin number. If the unit has been serviced on a service order line, the system does not give a warning.

Note: This behavior may be affected by these fields on the Service Parameters form:
  • Check for Service Bulletin on Incident Entry
  • Check for Service Bulletin on SRO Line Entry

The right-click menu on the Unit field includes an option for the Service Bulletins form.

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