The name of the person who reports the problem.
Call (tsclm1100m000)Use this session to register new calls and to maintain call details, including general data, business partner data, routing data, and diagnosis data. Use the following options to view the related orders within the service package and the related orders originating from the packages such as Purchase, Manufacturing and Warehouse:
Graphical Browser Framework allows you to view Multi level relations of the orders. You can view the details using the following options:
Register Caller's Name The name of the person who reports the problem. Phone The contact phone number of the customer. Sold-to BP The code of the sold-to business partner for
whom you handle the call. If this field is entered, the call is for an external business partner. Otherwise, the call is for internal purposes. Blocked If this check box is selected, the call is blocked. Note You select blocking reasons on the Blocking tab in the Call Parameters (tsclm0100m000) session. If you have selected any blocking reasons, LN performs blocking checks on a call each time you change the call's status. Installation Group The installation group that the call-related item belongs to. Description The name of the Installation group. Item The item to which the call relates. Note The item's general project code is entered in the first field. The item's service code is entered in the second field. Serial Number The serial number of the item to
which the call relates. This serial number is selected from the Serialized Items (tscfg2100m000) session, which includes other details such as item code and description, Installation group, business partner, and item grouping. Note
Warranty If this check box is selected, this indicates that the call-solving costs
are covered by warranty. Alternate Serial Number The business partner's serial number. Description A short description of the call's problem. Comment A detailed problem description. Address The address code of the item to which the call relates. Depending on the information entered, and in order of preference, the address code is taken from:
Address Address details retrieved from the Addresses (tccom4130s000) session. Reported Problem The reported problem. Selected
from the Problems (tsclm3130m000) session. Call Group1 A category used to group calls for selection purposes. Call Group2 A second code given to the calls for further categorization
purposes not covered by Call Group1. Problem Priority The priority given to the reported problem, selected by the
call taker from a list of values in the Priorities (tcmcs0170m000) session. If, in the Call Parameters (tsclm0100m000) session, the Use Priorities in Calculating Times check box is selected, the problem priority is used to calculate the call's priority factor. Reaction Time The time by which the call center must react to a customer's
call. Latest Sol. Start Time The time by which the support engineer must start solving the
call. Latest Sol. Finish Time The time by which the support engineer must finish solving the
call. Solution Times Cal. The calendar, retrieved from the Response Times (tsclm0120m000) session, that is used to calculate the solution start time and the solution finish time. Warranty Expiry Date The date that the warranty agreement, if any, between the
customer and the service organization expires. Call The code that identifies the call. This code is used for
internal reference, and for immediate contact purposes. Emergency If this check box is selected, the call is considered an emergency. Bad Fix If this check box is selected, the call is considered a bad fix. Note
Status Comment Comment History Use the arrow buttons to view any previous comments for this
call. BP Details BP Call Number The reference number of the business partner's call. Used for
emergency contact purposes. Origin The medium through which the call is received from the
business partner. Number of Enclosures The number of enclosures relating to the call. Location Contact A unique alphanumeric code that identifies a contact. Note If the contact code selected for this field is not that of a sold-to BP, the Contact for %1$s must have the role Sold-to. error message appears. Tel. The phone number of the business partner. Country The country where the business partner is located. Language The code of the business partner's operating language. You can select this language in the Languages (tcmcs0146m000) session. Description The business partner's operating language. Invoice-to BP The business partner who is invoiced for the call's costs. Invoice-to BP The name of the invoice-to BP. Address Address code of the invoice-to business partner. Note
Invoice-to Contact The code of the invoice-to BP contact. Phone Phone number of the invoice-to BP contact. Invoice Interval The code of the invoice interval used. Invoice intervals are created, viewed, and maintained in the Invoicing Intervals (tsclm0170m000) session. Invoice Interval The description of the selected invoice interval. Currency The currency in which the invoice-to business partner
operates. Invoice Text If this check box is selected, invoice text is present. Invoice Created If this check box is selected, an invoice has been created. Pay-by BP The code of the business partner who pays for solving the
call. Pay-by BP The name of the business partner who pays for solving the
call. Address Address code of the pay-by business partner. Pay-by Contact The code of the pay-by BP contact. Phone Phone number of the pay-by BP contact. Project Pegging Project The project to which the cost is pegged. Note The Project Cost Account to which cost is pegged is a combination of Project, Element and Activity. Description The description or name of the code. Element The element that is linked to the project. Note The Project Cost Account to which cost is pegged is a combination of Project, Element and Activity. The description or name of the code. Activity The activity that is linked to the project. Note The Project Cost Account to which cost is pegged is a combination of Project, Element and Activity. The description or name of the code. Routing Call Center The call center where the call was registered. Call Taker The user who registers the call. Reported Time The date and time when a call was received and registered. Parent Call If the call has been derived from a previous (parent) call,
that call's code will be displayed here. Because only one problem can be logged for each call, if a business partner calls with more than one problem, a corresponding number of calls must be created. To create such calls, choose Create Follow-up Call... on the appropriate menu, or use CTRL + F1. Follow-up Call If the customer has made a follow-up (child) call, the call's
code will be displayed here. Follow-up calls are usually created when a customer reports more than one problem at the same time, because only one problem can be logged for each registered call. Note If a call already has one or more follow-up calls, the code of any new follow-up call will be filled in on the last call in the chain of follow-ups. Support Department The support department to which the call has been assigned by
the call center. Support Engineer The support engineer to whom the call has
been assigned. If the support engineer is unable to solve the call, you can reassign the call to a different support center. Depot Repair Search Item The code of the covered item. Use the field to check if you can provide coverage(either from a Warranty or from a Contract) to the item that is delivered or loaned to the customer Note The Contract/Warranty is picked up based on the Covered Item/Serial. Search Item Serial Number The serial number of the covered item. Related Order The maintenance sales order number created if the call is transferred to Maintenance Sales Control. If a call cannot be solved by the support engineer and the related item must be shipped to the depot for maintenance work, the call is transferred to a maintenance sales order. Service/Repair Department The service department assigned by the support center to
carry out the activity required to solve the call. Note If a call is moved to Service Order Control, the order is created with this department. Master Routing The master routing code used for the call. If a service order is generated for this
call, the reference activities linked to the default routing option defined for this master routing are generated. Note The master routing is used in the call if the Use Master Routing check box is selected in Call Parameters (tsclm0100m000) session. Service Engineer The code of the service engineer to whom the service
order has been assigned. Related Order The service order number created
if the call is transferred to Service Order Control. Note The time spent solving the call will be invoiced. Service Order Quotation The service order quotation number which is linked to the
call. To create a service order quotation, click Create Quotation. Related Field Change Order The field change order (FCO) that is linked
to the call. If a FCO is present for a item, LN prompts
the user to link the FCO to the call and opens the Field Change Orders (tssoc5100m000) session to allow the user to select the
FCO. Related Field Change Order Line The field change order lines. If the field
change order line is linked to a call, you can transfer the FCO line to a
service order. The FCO line is updated with the service order details when you
transfer the call to a service order. You can resolve the call only if you
transfer the call to field service order. Subcontractor Agreement The agreement between the service organization and the
subcontractor. Description The name of the subcontractor agreement. Buy-from BP The business partner from whom you order goods or services;
this usually represents a supplier's sales department. The definition includes
the default price and discount agreements, purchase-order defaults, delivery
terms, and the related ship-from and invoice-from business partner. This field is filled in automatically from the subcontractor agreement, if the item that the call relates to is covered by such an agreement. This occurs if the Item field on the Register tab is filled in with a serialized item or model item, covered by a subcontractor agreement. Name The name of the business partner. Address The buy-from business partner address. This field is filled in automatically if the call-related item is covered by a subcontractor agreement. Ship-from BP The business partner that ships the ordered goods to your
organization. This usually represents a supplier's distribution center or
warehouse. The definition includes the default warehouse at which you want to
receive the goods and if you want to inspect the goods, the carrier that takes
care of the transport, and the related buy-from business partner. This field is usually filled in if a subcontract provider (buy-from BP) has several branches, and if the branch that carries out the service is the ship-from BP. This enables the ship-from BP nearest to the item's location address to be selected to provide the service. You can only change the ship-from BP if a buy-from BP is present, and if only ship-from BPs related to the buy-from BP are displayed. Address The ship-from business partner address. Diagnosis Response Time The response time code. LN uses the following search path to determine the default value:
Response Time The name or description of the response time. Initial Priority The priority given to the call when first registered, based
on the initial time left to solve the call, and selected from the range of
values in the Priority Time Scale (tsclm0124m000) session. LN bases the initial priority on the initial time left. The initial time left is the product of the priority factor and the solution start time or the solution finish time. The Priority Definition method selected in the Call Parameters (tsclm0100m000) session determines whether the solution start time or the solution finish time is used to determine the initial time left. Actual Priority The current priority of the call, determined by the actual
time left and the values defined in the Priority Time Scale (tsclm0124m000) session. Note actual time left = (initial time) - (time passed) Description A short description of the call's problem. Latest Comment Any extra information describing the problem. Solution Text Any extra information gathered to provide the actual
solution, compared to the expected solution. Reported Problem The reported problem. Selected
from the Problems (tsclm3130m000) session. Expected Problem The problem as assessed and classified by the support engineer. Expected Solution The solution to the expected problem as determined by the
support engineer. Required Activity The required activity selected
from the Reference Activities (tsacm1101m000) session. Duration The planned duration for solving the registered problem.
Duration The time unit in which the solution duration is expressed.
The time unit for duration is defined in the General Service Parameters (tsmdm0100m000) session. Actual Problem The real problem as determined by the service/support engineer. Actual Solution The definitive solution as determined by the service/support
engineer, which solved the actual problem. Activity Taken The activity that is carried out to solve the problem. Spent Time The total amount of time the support engineer spent solving
the call. This value, subject to constraints of the invoice interval, is used to
invoice the business partner. Down Time The actual downtime registered by the
support engineer. Appointment If this check box is selected, the call-taker or support engineer has an
appointment with the customer. To set an appointment, click the appropriate button on the toolbar, or choose Appointment option on the appropriate menu. Execution Start The date and time of the execution of the call. Execution Finish The date and time when the call is executed. Assessment Time The time when the call was assigned to the support engineer. Solution Time The time when the call status was changed to Solved. Accepted Time The time when the call status was changed to Accepted. Waiting If this check box is selected, the call has been put on hold by the user,
who can be the call-taker, support engineer, or service engineer, to allow more
time to solve the call. Reason The reason why the call has been put on hold. Note If the Waiting check box is cleared, the text in this field is also cleared. Item Picture The picture of the standard item, defaulted from the Item - General (tcibd0101s000) session. Serialized Item Picture The serialized item picture, defaulted from the Serialized Items (tscfg2100m000) session. Defective Item Picture The picture of the defective item. You can add the defective
item picture sent by the customer. Pricing Contract The pricing contract linked to the call. Note This is a display field. This field is visible only if the Use Prices in Service Contracts check box is selected in the Contract Management Parameters (tsctm0100m000) sessions. Pricing Contract Line The contract configuration line linked to the call for which
contract price is defined. Pricing Contract Change The contract change number linked to the call. Coverage Time The coverage time of the call for which a pricing contract, a
coverage contract, or a warranty is defined. Contract Ignored If this check box is selected/cleared, the following are the
possible scenarios:
Note This is a display field. This field is visible only if the Use Prices in Service Contracts check box is selected in the Contract Management Parameters (tsctm0100m000) sessions. Coverage Contract If this check box is selected, a valid coverage contract is linked to the
call. Coverage Contract The code of the coverage contract that is linked to the
call.
Generate Generates a new serial number. New BP Starts the Business Partners (tccom4500m000) session, in which you can view and maintain business
partner details. To add new business partners, on the File menu, choose New, or click the New button. BP Times Click this button to start the Times in business partner Time Zone (tsclm1111m000) session. Sold to Business Partner Starts the Sold-to Business Partners (tccom4110s000) session, which can be used to change or maintain the details of the sold-to
business partners. Go To Use this command to view a follow-up call and a parent
call. Follow-up Call Use this command to view a follow-up call. Parent Call Use this command to view the parent call associated with the
call. This option is enabled only if a parent call is associated with the
call. Blocking Reason Use this command to include a blocking reason to the call. This
command starts the Blocking Reasons (tsmdm1101m000) session. Generate FCO Line Creates a field change order line. Transfer to Service Order Use this command to transfer a call to service order. Plan Service Order Use this command to plan a service order. Transfer to Maint. Sales Order Use this command to transfer a call into a maintenance sales order. Transfer Call to Subcontractor Use this command to transfer the call to a subcontractor. Resend Call to Subcontractor Use this command to resend the call to the
subcontractor. Start/Stop Timer Use this function to record the time spent in solving a call. Appointment Starts the Appointments (tsmdm0123m000) session. Diagnostic Tree Opens the graphic version of the Diagnostic Tree (tsclm3120m000) session, with your selected item's start question as
the beginning point. Process Use this command to process a call. Accept Use this command to accept the call. (Create) Invoice Use this command to create an invoice for the call. Transaction Log Starts the Call Transaction Log (tsclm8580m000) session. Probability Analysis Starts the Probability Analysis - Problems and Solutions (tsclm3161m000) session. Calls - History Starts the Calls - History session. Related Orders From Starts the Graphical Browser Framework that displays the orders
from which the current order originates from. Related Orders To Starts the Graphical Browser Framework that displays the orders
which originate from the current order. Link / Unlink Contract Allows the user to link or unlink the service contract with the
pricing terms defined.
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