The code that identifies the call. This code is used for internal reference, and for immediate contact purposes.
Calls (tsclm1100m100)Use this session to view and to maintain the call details, including general data, business partner data, routing data, and diagnosis data. Note
Call Number The code that identifies the call. This code is used for internal reference, and for immediate contact purposes. Status Call Description A short description of the call's problem. Sold-to Business Partner 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. Name The name of the sold-to business partner. Reaction Time The reaction time. Note LN calculates this value based on the reported time and the reaction period. For more information, refer to Priorities. ActualTime Left The time that the support engineer has to resolve the Reported Problem. Note actual time left = (initial time) - (time lapsed) 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. Turnaround Time Document The code of the Turnaround Time Document linked to the call. Note
Coverage Type The coverage type that is used to determine the warranty or contract coverage allocation. Coverage Time The coverage time of the call for which a pricing contract, a coverage contract, or a warranty is defined. Coverage Contract The code of the coverage contract that is linked to the call. Country The country where the business partner is located. Language The code of the business partner's operating language. 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. 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. Project 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. Project 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. 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. Subcontractor Agreement Description The name of the subcontractor agreement. Business Partner Priority The priority defined for the business partner. Note The value in this field is defaulted from the Call Parameters (tsclm0100m000) session, only if the priority is not defined for the Sold-to Business Partner in the Sold-to Business Partner (tccom4110s000) session. Serialized Item Priority Note LN defaults this value in the Call (tsclm1100m000) session, only if the priority is not defined for the Serialized Item in the Serialized Items (tscfg2100m000) session. Accepted Time The date and time of the execution of the call. Solution Time The time when the call status was changed to Solved. Assessment Time The time when the call was assigned to 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 ... option on the appropriate menu. Support Department The support department to which the call has been assigned by the call center. Latest Finish Time The latest date and time when the service engineer can resolve the Reported Problem. Earliest Start Time The earliest date and time when the service engineer can start resolving the Reported Problem. Initial Time Left The total time that the support engineer has to resolve the Reported Problem. Note Initial Time Left = Latest Solution Start Time/Latest Solution Finish Time - Reaction Time LN calculates this value based on the calendar period defined for the Response Type. 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. Down Time The actual downtime registered by the support engineer. 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. Activity Taken The activity that is carried out to solve the problem. Reported Problem The reported problem. Selected from the Problems (tsclm3130m000) session. Actual Solution The actual solution. Note This field is displayed only if the Use Diagnostics check box is selected in the General Service Parameters (tsmdm0100m000) session. Description The description or name of the code. Actual Problem The real problem as determined by the service/support engineer. Note This field is displayed only if the Use Diagnostics check box is selected in the General Service Parameters (tsmdm0100m000) session. Duration The planned duration for solving the registered problem.
Required Activity The required activity selected from the Reference Activities (tsacm1101m000) session. Expected Solution The expected solution. Note This field is displayed only if the Use Diagnostics check box is selected in the General Service Parameters (tsmdm0100m000) session. Expected Problem The expected problem. Note This field is displayed only if the Use Diagnostics check box is selected in the General Service Parameters (tsmdm0100m000) session. 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. 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. Waiting Description 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. 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. Maintenance Sales 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 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 Quote The service order quote number which is linked to the call. To create a service order quote, click Create Quote. Installation Location 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:
Country The country where the business partner is located. City The city where the business partner is located. Street The street where the business partner is located. House Number The door number of the business partner. ZIP Code The ZIP code code of the business partner. 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. Name The name of the contact. In Use-by Business Partner The end customer ( business partner) using the installation on which the claim is registered. Note
In Use-by Business Partner Address The in use-by business partner's address. Note
In Use-by Business Partner Contact The contact linked to the Business Partner role. Note
In Use-by Operator Contact The contact linked to the Operator Contact using the installation. Note
Invoice-to Business Partner The business partner who is invoiced for the call's costs. Invoice-to Address Address code of the invoice-to business partner. Note
Invoice-to Contact The code of the invoice-to BP contact. Currency The currency in which the invoice-to business partner operates. Invoice Interval The code of the invoice interval used. Invoice intervals are created, viewed, and maintained in the Invoicing Intervals (tsclm0170m000) session. Description The description of the selected invoice interval. Invoice Created If this check box is selected, an invoice has been created. Pay-by Business Partner The code of the business partner who pays for solving the call. Pay-by Address Address code of the pay-by business partner. Pay-by Contact The code of the pay-by BP contact. Ship-from Business Partner The business partner who 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. Ship-from Address The ship-from business partner address. Buy-from Business Partner The code of the buy-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. Solution Description The description or name of the code. 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. Caller's Name The name of the person who reports the problem. Phone The contact phone number of the customer. Call Center The name of the call center that receives the call. 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. 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
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. Installation Group The installation group that the call-related item belongs to. Response Type The response time code. LN uses the following search path to determine the default value:
Response Type The name or description of the response time. Latest Solution Start Time The solution start time. Note LN calculates this value based on the reported time and the solution start period. For more information, refer to Priorities. Latest Solution Finish Time The solution finish time. Note LN calculates this value based on the reported time and the solution finish period. For more information, refer to Priorities. Reported Time The date and time when the call is received and registered. Problem Priority The priority assigned to the reported problem, selected by the person who takes the call, from a list of values in the Priorities (tcmcs0170m000) session. Note
Call Group1 The call group. Call Group2 A second code given to the calls for further categorization purposes not covered by Call Group1. Service Office 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. Service Engineer The code of the service engineer to whom the service order has been assigned.
Start/Stop Timer Starts the timer for the resolving the reported problem. In Process Sets the status of the call to In Progress. Solve Sets the status of the call to Solved. Accept Assigns the call to the current user. Transfer to Service Order Transfers the call to a service order to provide the required solution. Transfer to Service Order with Status Planned Transfers the call to a service order to provide the required solution and the service order status us set to Planned. Transfer to Maintenance Sales Order Transfers the call to a maintenance sales order to provide the required solution. Part Maintenance Transfers the call to a Part Maintenance line to provide the required solution. Part Delivery Transfers the call to a Part Delivery line to provide the required solution. Part Receipt Transfers the call to a Part Receipt line to provide the required solution. Part Loan Transfers the call to a Part Loan line to provide the required solution. Part Receipt and Delivery Transfers the call to a Part Receipt and Part Loan line to provide the required solution. Transfer to Customer Claim Transfers the call to a Customer Claim to provide the required solution. Service Order Quote Transfers the call to a Service Order Quote to provide the required solution. Quote for Part Maintenance Transfers the call to a Maintenance Sales Quote to provide the required solution. Update Actual Time Left Updates the actual time left to resolve the reported problem.
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