Priorities

Call priority is determined by the available time to solve the call, or the available time to start to solve the call, depending on the Use Priorities in Reaction Time Calculation setting in the Call Parameters (tsclm0100s000) session.

The time left to solve a call and the response time determine the call priority.

In LN, you can assign a priority to:

  • Installation group: In the Installation Group session
  • Serialized item: In the Serialized Items (tscfg2100m000) session
  • Business partner: In the Sold-to Business Partner (tccom4110s000) session
  • Problem: In the Call (tsclm1100m000) session
  • Bad fix: In the Call Parameters (tsclm0100m000) session.

In the Call Management module, if a call has any of these priorities assigned, and if the Use Priorities in Reaction Time Calculation check box is selected in the Call Parameters (tsclm0100m000) session, the call's response times are affected in the following way:

Priority Factor

From each priority, you can calculate a priority factor by the following equation:

priority factor = priority / 100

Example

Installation group priority factor = Installation group priority / 100

The call's priority factor

To determine the call's priority factor, multiply all priorities as follows:

call priority = (Installation group priority / 100) or (serialized item priority / 100) * (BP priority / 100) * (problem priority / 100) * (bad fix priority / 100)
Note: 
  • A priority of zero (0) signifies that the particular priority is irrelevant and left out of the equation.
  • The bad fix priority is only used if the call is considered a bad fix.

The reaction time and solution time

The call's priority factor and response time data determine the reaction and solution times for the call by the following formulae:

reaction time = reported time + (reaction period * priority factor) 
solution start time = reported time + (solution start period * priority factor)
solution finish time = reported time + (solution finish period * priority factor)

Example

A call is registered at 10 AM on Wednesday. The solution coverage calendar is 9 PM to 5 PM Monday through Friday. The solution start period (of the call's response time) is 21 hours, and the following priorities are defined for the call:

  • Problem priority = 50
  • Item priority = 80

The total priority factor is: (50/100) x (80/100) = 0.5 x 0.8 = 0.40

The solution start time, therefore, is: 10 am + (21 x 0.40) = 10 am + 8.4 hours

As a result, the solution to the call's problem must be started no later than 10:24 AM on Thursday.

Sorting on priority

If the customer want to use only problem priority, the business partner priority and the serialized item priority must be set to zero which is the lowest possible priority.
Note: The priority must be set between zero (0) to ninety nine (99). By default, zero is set as the lowest priority. If you want to set ninety nine (99) as the lowest priority, you must define ninety nine (99) as the default priority in the Call Parameters (tsclm0100m000) session.