Glossary

An indicator that designates the urgency of the problem.

An alphanumeric code that identifies the priority of a customer.

An indicator that designates the urgency of a problem that occurs to a serialized item.

The serialized-item priority divided by 100.

The business partner priority divided by 100.

The problem priority divided by 100.

The type of tax processing that is applied to the selected contract type, since service, rental, and sales can each be taxed differently.

The period of time over which the contract runs. The contract duration is defined by a numeric value in combination with a period unit, for example 2 Month.

Depending on its context, an expiry date can be: The last day on which a contract quote is valid. The default expiry date for a quote is the quote date + effectivity period of quotes [days], as set in the Service Order Parameters (tssoc0100m000) session; The last day on which a service contract is active. After this date it becomes expired; The last day on which you can use a template for quotes or contracts. Note that the expiry date often includes the expiry time.

A template specifying an invoice method, the interval between two installments, the installment variant and the method in which the number of financial periods of an installment should be specified. The template can be used in contract quotes and service contracts.

A particular measurement that is used to determine the value of an item's variable (measuring quantity) in a specific situation. Example: Tire tread depth.

Maintenance specification (lines) stating, when reference activities should be carried out on specific items. Also specified are the materials and means required to carry out these reference activities.

An indication of the productivity of the service employee, for information purposes only.

A product that serves as a repository when you define serialized items and service contract terms.

In Service, the items are specified by the item code. Item codes enable you to the use the LN functionality for purchase and inventory control. For service and maintenance applications, you must separately identify the various states in which items can occur in the process. For example, you must be able to identify defect items and repaired items.

The components that are used during the maintenance of an item.

A set of configurations of a customer around the home base of a service organization.

Within a zone class, a sales rate (also called call-out charge) can be defined for traveling costs, effective from a specific date. A zone class is specified with an upper distance limit and can be assigned to each configuration.

The expertise of an individual service employee. LN uses this data to match service orders and service employees.

The classification of work performed, and the time of day at which the work is performed (either normal working hours or overtime). Based on the kind of work and the hour type, you can use labor types to specify surcharges so that LN can calculate the actual labor costs in People.

The default data recorded by the user, which substantially affects the creation of service order and contract quotes, service orders, contracts including quotes, and order lines. The user defaults determine the method of order entry, the default values during order input, the degree of acceptance after order entry, and so on.

A letter about a service order that is planned to be carried out, used to inform the business partner. For this purpose, a user-dependent layout (template) can be defined in the Service Order Parameters (tssoc0100m000) session.

Item data that is the same for a range of items.

The fixed moments on which preventive maintenance, by means of planned activities, must be carried out on serialized items/installation groups. Service maintenance planning shows the demand of service activities in the long term and can be used as input for the service order procedure.

A price list, used to define the contract price or the price of individual service orders. Service costs are calculated on the basis of standard price lists. In a price list, both the standard cost and the sales price can be recorded for an item, a reference activity, a service type, or a combination of these elements.

The percentage of an activity's duration that an item will be out of operation when the activity is carried out on the item. The downtime ratio can be used for internal maintenance to determine the work-center capacity. For the percentage of the activity's duration, the capacity of the work center is reduced.

A bill of material with the information about the components of the service (parent) item. The service BOM structure can be compared to a production BOM structure. The so-called parent-child relations make the service BOM structure. The service BOM usually lists the items on which service activities can be carried out.

A question that a support engineer can ask a customer who calls the call center.

The reply a customer gives to a question asked by the support person who attempts to diagnose the call. You can list the answers to diagnose subsequent incoming calls. You can enter a diagnostic tree to structure questions and the corresponding answers in order to find the expected problem and expected solution(s).

The required materials to carry out an activity on a specific item or serialized item. This data can be used for the replenishment orders of new items.

A unit of measurement, which together with a norm value (and start value) determines when maintenance activities must be carried out.

The lines that specify the resources required to carry out an activity. Requirement lines can comprise material, tool, and other requirements.

A qualification of an item's usage based on the trend of the dependent measurement unit (dependent variable) in relation to the value of the independent measurement unit (independent variable).

The activity that must be carried out if the measured value of the inspection-measurement does not meet the norm value.

The dependent norm value determines the moment when maintenance is required for an item in a configuration.

• In case of predicted inspections (PI): If the measured value does not meet the norm value, a maintenance activity is required. You can immediately plan a service order that carries out the required maintenance, or a follow-up activity.
• In case of counter value (CV): The maintenance must be carried out when the norm value is reached.

Example (CV): If a car must be inspected every 20,000 km, the first norm value is 20,000 km, the second 40,000 km, and so on.

Appointment sheets can be printed if in the order header it is stated that an appointment has been made. This letter can be sent to the business partner. For this document a template can be defined in the SOC parameters.

The maintenance activities that are carried out on tooling.

A report that informs the business partner about the findings of the service orders, in case repairs have been carried out on specific items. A template of the letter can be defined in the SOC parameters. For each activity an appendix (standard layout) will be printed. This appendix is printed in the language of the business partner.

A sheet that informs the service engineer about the work that must be carried out.

A report that can be used to register the measured values on an item in case an inspection must be carried out.

External service order documents include announcement sheets, appointment sheets, and repair reports.

The data defined that is defined in the service-order header, service-order activity line, and the requirement line.

The service order header contains all the data that is entered in the Service Order session.

The smallest unit of activity that can be carried out for a service order. Multiple activities can be defined per service order. This can be useful, for example, to combine calls with planned maintenance activities.

Service resource planning (SRP) is the long-term planning phase for service orders that are defined in Service, and planned for the mid-to-long term (months).

In the case of counter values (CV) , the measurement type's independent variable of a will be of type time. In case of predicted inspections (PI), it can also be usage related.

Example

A tire has two variables: the number of kilometers traveled, and the depth of its tread. Each kilometer traveled by the tire decreases its tread depth. In this case, the independent variable is the number of kilometers traveled by the tire, and is usage related. The dependent variable is the tire's tread depth.

Within this period the invoice-to business partner must pay his invoices. This can be seen as a so-called overdue invoice period.

The number of days a contract quote is valid.

The number of days warning that is given to the service organization of the contract that is ending. LN uses the expiry date when service contracts that are about to expire, are printed.

The information from a particular quote.

The information stored for a particular contract.

A surcharge can be made, if, for example, a special response time is requested. A discount can be given, if, for example, a quantity of a given item is requested as opposed to a single item.

A detailed specification of a coverage term.

The real problem as determined by the service/support engineer.

The definitive solution as determined by the service/support engineer, which solved the actual problem.

An answer in the diagnostic tree that is related to another question, which is relevant to the current problem.

The problem initially reported by the business partner.

The action required, as determined by the service/support engineer, to solve the call.

The sum of the sales amounts of all coverage terms that are associated with the indicated service type or term type.

The sum of the cost amounts of all coverage terms that are associated with the indicated service type or term type.

Categories used to group costs. Term types enable you to have a more detailed view of the source of costs.

The Contract Management module in Service distinguishes the following term types:

• Material
• Labor
• Tooling
• Traveling
• Subcontracting
• Help Desk
• Other

The estimated cost that will be incurred while servicing items. The amount is expressed in the home currency.

The expected sales amount from providing services under this contract.

The amount is:

• Expressed in the currency that is chosen in the contract header.
• Determined by information provided by the Service Planning & Concepts module.

The sum of costs due to service activities that have been financially approved in Service Order Control, expressed in the home currency.

Example

• Service orders
• Traveling costs

The sum of sales amounts due to service activities that have been financially approved in Service Order Control, expressed in the currency chosen in the contract header.

Example

• Service orders
• Helpdesk calls

A standard maintenance item.

Depending on its context, the last day on which the contract quote is valid or the last day on which the service contract is active. After this date it is expired.

The reason why a call or an order cannot be processed (temporarily).

Calls or orders can be blocked for one or more of the following reasons:

• The credit limit of the invoice-to business partner has been exceeded.
• The credit review period has been exceeded.
• The invoice-to business partner has overdue invoices.
• The status of invoice-to business partner is doubtful.

The fee that the sold-to business partner (customer) must pay when a service engineer visits the installation group's location to carry out service or maintenance.

An alternative form of a description used for convenience during searching. A search key is usually an abbreviation, an acronym, or a mnemonic alternative to a full description.

A method that determines how the costs of the service order are covered by the service contract.

The following cost-covering methods are available:

• Ceiling
• Coverage Percentage
• Ceiling on Coverage Percentage
• Exclusion
• Own Risk

For a service type / term type combination, this is a unique sequence number.

Default value of step size: 10

The sum of costs due to service activities that have not been financially approved in Service Order Control, expressed in the home currency.

Example

• Service orders
• Traveling costs

The sum of the sales amounts due to service activities that have not been financially approved in Service Order Control, expressed in the home currency.

Example

• Service orders
• Traveling costs

The sum of discounts derived from service activities that have not been financially approved in Service Order Control, expressed in the home currency.

The stage a contract quote is at:

Free: the quote is in the process of being developed, and can be modified as required.

Printed: the quote has been finalized and can now be sent to the business partner. On receipt of the quote, the business partner can accept it, reject it, or request modification.

Accepted (for Contract): the quote has been accepted by the business partner, and can now be processed into a quote.

Processed: the quote has been processed into a contract, and can now be posted to history.

Canceled: the quote has been canceled by the business partner, and can now be posted to history.

The sum of the discounts that are associated with the indicated service type or cost type.

The amount is expressed in the currency chosen in the contract header.

The sum of discounts arising from service activities that have been financially approved in Service Order Control, expressed in the home currency.

The agreed limit up to which the costs are covered by the contract, quote, order, or warranty.

The tolerance period can be used to increase the planning period of a reference activity when it is planned.

A child object is part of a parent object, and is linked to this parent object through an object relation.

The reference by which the sold-to business partner identifies the purchase order. This reference is printed on the service contract or quote.

The date on which the terms become valid. It is displayed when the contract status changes from Free to Active.

The last date on which the terms are valid. It is displayed when the contract status changes from Free to Active.

The number used to identify the cost term of the coverage term. The default step size is 10.

The skill condition indicates if the skill is mandatory or required.

Used within a service organization, a document that can contain service order sheets, inspection reports, or checklists. Used to inform customers, a document that can contain announcement sheets, appointment sheets, or repair reports.

The costs of the labor that is required to carry out the service order.

The time that the contract covers.

The time spent on service activities that have been financially approved in Service Order Control.

The number of hours that were spent on service activities but that have not been financially approved in Service Order Control.

Indicates whether the traveling cost lines are specified in distance, time, total or call-out charge.

The quantity of material used for service activities which has not been financially approved in Service Order Control.

The number of visits that were performed for service activities but which have not been financially approved in Service Order Control.

The combination of the mileage costs and the engineer's costs. If a callout charge is defined, it is used in place of these separate costs, and the travel sales amount is made equal to it.

The unit cost of the term expressed in the home currency.

The current total of the hours spent on service activities.

The quantity of an item covered by the contract.

The number of visits covered by the contract or warranty.

This indicates whether the term is included (or covered) in the contract. If the term is not included it must be invoiced.

The current total of the distance covered due to service activities that has been financially approved in Service Order Control.

The current total of the quantity of material used due to service activities that has been financially approved in Service Order Control.

The current number of visits made on service activities that have been financially approved in Service Order Control.

The total distance for service activities that were performed but which have not been financially approved in Service Order Control.

The return distance to the location where the configuration is situated, multiplied by the number of visits required.

The number of calls that are covered by the contract or warranty.

The number of calls spent on service requests that have been financially approved in Service Order Control.

The number of calls for service activities that were performed but that have not been financially approved in Service Order Control.

The number of call units that are covered by the contract or warranty.

The number of calls that are spent on support activities that have been financially approved in Service Order Control.

The number of call units for service activities that have been performed but which have not been financially approved in Service Order Control.

Indicates the time that the installation group is available for servicing or maintenance.

Indicates the time that the serialized-item is available for servicing or maintenance.

The contract template header contains all the data that is entered in the Contract Template session.

The contract quote header contains all the data that is entered in Contract Quote session.

The service contract header contains all the data that is entered in the Service Contract session.

The documents that are printed in the Print Contract Quote Documents (tsctm2400m000) session.

Two types can be printed:

• External documents
• Internal documents

External document

This type of document is used to print the actual documents that must be sent to the business partner. The status of the quote is changed to Printed, at which point the details become fixed and changes to the quote terms are prevented.

Internal document

This type of document is used to print a copy for internal use of the actual document that must be sent to the business partner. The status of the quote is unchanged.

Example

• The quote can receive separate financial approval before printing the final documents.
• The quote details can still be amended after review.

The documents that are printed in the Print Service Contract Documents (tsctm3400m000) session.

Two types can be printed:

• External documents
• Internal documents

External document

This type of document is used to print the actual documents that must be sent to the business partner.

Internal document

This type of document is used to print a copy for internal use of the actual document that must be sent to the business partner.

Example

• The contract can receive separate financial approval before printing the final documents.
• The contract details can still be amended after review.

A standard item's list of constituent components. The item breakdown can be displayed as a multilevel structure or as a single-level structure, and can be used as input for a physical breakdown.

A general characterization of a measurement on a configuration. For example, the production hours of a machine or the flight cycles of an airplane. Counter types that are linked to an average usage factor unit enable you to plan maintenance activities for a configuration.

A factor that expresses the average use of a configuration.

The time span between two maintenance moments. This interval is expressed in a usage-related unit, for example, operating hours, kilometers. The actual moment of maintenance is when the counter norm-value is reached.

The identification of a set of serialized items on which service and maintenance activities can be carried out.

The type of the configuration.

A set of serialized items that have the same location and are owned by the same business partner. Grouping serialized items into an installation group enables you to maintain them collectively.

The list of (serialized) items that belong to an installation group.

A reference activity that is part of a maintenance program to configure the installation group .

The initiator that indicates the moment on which the reference activity for the installation must be carried out.

A serialized item's composition and structure, defined by the parent-child relationships of its constituent items. The physical breakdown can be displayed in a multilevel structure or a single-level structure.

The actually built structure of a product including the serial numbers.

A charge (element) breakdown structure or an element structure that is defined in Project.

Units used to express measurements. The unit can be user-defined or selected from the list of units in Common.

A group that can be used to link activities and documents to a range of items including different serial numbers.

Components that are built together and form a unit on which maintenance can be done.

Orders that are used to record, approve, and carry through all kinds of changes.

For example, a change order can be related to engineering matters or to business processes.

A predefined condition for a configuration to perform a certain activity. For example: If a battery check must be carried out, the constraint is that the external power must be switched off.

Materials that are used during service or maintenance of an item. These materials do not appear in a physical breakdown or item breakdown. For example: Lubricants.

The reading on a configuration's or serialized item's counter.

A document that is used to register long-term agreements between a maintenance company and a customer. Such a document outlines the maintenance activities that are carried out on configurations. The contract also covers the agreed prices and discounts.

A document that is required to restore an unserviceable item to the serviceable condition.

For example Component Maintenance Manual (CMM) or an Overhaul Manual (OM/OHM).

A set of maintenance activities on a high aggregation level that can clearly be distinguished in time.

A schedule of maintenance activities.

A list of recurring maintenance activities that are prescribed and approved.

The control of the serviceable and unserviceable components flow in a shop maintenance environment.

Activities that are carried out on the operation of a configuration or on a part of a configuration.

A classification of the activities and costs related to a call, according to the terms that have been defined in the contract.

Documents that specify the requirements for technical or operational improvements on configurations. These requirements can affect certain maintenance activities.

A lists of components on all levels.

Maintenance activities for which the configuration is taken out of active operation to carry out maintenance.

The resource on which the continuity and progress of (planned) maintenance activities depends.

A components that circulates between configurations, maintenance shops, and warehouses, depending on the demand and the component being serviceable or not.

Planning of the lowest level activities included in the activity aggregation relationships.

An indicator that specifies if a configuration can be maintained during operations, during standstill, or during both operations and standstill.

An order that is triggered by another order.

The factor that measures the probability that the resource is required.

A multilevel or single-level display of a configuration's functional related components, elements and serialized items.

A primary maintenance policy in which repetitive inspections or tests are carried out to determine the condition of the units, systems, or portions of a structure with regard to continued serviceability. If the item's condition falls outside specified values, corrective action is taken.

A scheme that specifies the use of a configuration for operational and maintenance purposes.

All the maintenance and service activities that must be carried out on a component to make it serviceable again.

A serial number, specified and used by the item's owner as an alternative to the item's manufactured serial number.

A source or symptom of malfunction or disturbance.

An activity that must be carried out to activate or de-activate a certain constraint.

A set of reference activities linked through sequential and hierarchical relationships and dependencies.

To make a component serviceable again.

An item that can be economically restored to its serviceable condition and which can consist of replaceable parts.

Activities carried out to determine whether or not it is feasible to repair a component after an initial decision to destroy it. The salvation analysis for configurations that require a high safety level are different than for configurations that only have an economic value.

A grouping of exchangeable items with identical functions. Functional elements can be used in item breakdowns, physical breakdowns, and reference activities.

Example

When a maintenance activity is defined for a configuration, a functional element can be specified. This way, the activity applies to all items covered by that functional element, and multiple, identical reference activities for similar items are avoided.

Maintenance activities of which the time of execution has been fixed together with a proper activity assignment and activity sequencing.

The configuration or part of a configuration fails to meet its function.

Long-term maintenance planning on a high level of activity aggregation.

To determine the sequence in which maintenance activities must be performed.

Maintenance activities that are carried out during operational use (between actual usage) of a configuration. In-line maintenance is carried out on location.

The components that are outside their original specifications and that are impractical to repair.

A written proposal to a business partner for carrying out a set of maintenance activities.

In Infor Mobile Service, a list of service order activities that are lined up for the service engineer.

The item's economic lifetime.

The smallest unit of work that form the base for all maintenance to be carried out.

A condition of an item that indicates that the item can be used in a configuration.

Maintenance that takes place in a maintenance department.

A specific activity that is carried out to determine the condition and the status of a (part of a) configuration or process. Inspection activities can be based on inspection norms that are specified in documents. The inspection activities and inspection intervals are specified in the maintenance program.

A display of components that are directly used in a parent item. A single-level breakdown shows only the relationship one level down.

Assemblies that are part of other assemblies.

An item that must be inspected before it can be used.

A program that searches for configurations based on search criteria such as sold-to business partner code/name/address/ZIP code, (service) department, service area, responsible engineer, and so on.

A classification that is used to group spatial resources.

For example: Spatial resource type Operations; All the rooms in which testing activities take place.

An optional, remote extension to Service, Infor Mobile Service is an off-the-shelf, fully configurable, mobile field service automation application based on the client-agent-server architecture. By means of wireless mobile networks or landline dial-up, the field service engineer, who uses Infor Mobile Service, has access to information resources that are available in Service.

Automation Server provides the bridge between the LN application and any Windows application running on the Microsoft Windows platform. This enables you to use the functionality of, for example, Microsoft applications such as Word, Excel, and Outlook, with LN applications.

The general information of a service contract, a service contract quote, a service order or a service order quote. The header data can consist of descriptive, business partner, financial, invoice, and duration data.

A type of service contract change that results from adding or removing items, or from adding, removing, or changing coverage terms and/or cost terms.

To raise or to lower contract prices by means of a user-defined percentage.

Changes to service contracts that are the result of a new duration period.

If the contract change type is Renewal with Indexation, contract is renewed and indexed simultaneously. Indexation is applied to all configuration lines irrespective of the pricing method.

Following are the types of contract changes:

• Renewal: The option allows you to extend the contract period beyond its current validity duration.
• Incidental Changes: The option allows you to implement changes to an existing contract. Changes such as addition/deletion of one or more configuration lines, changes to price and discounts, and so on are categorized as incidental changes.
• Indexation: The option allows you to change the contract price based on the changes in the value of consumer price index.
• Renewal with Indexation: The option allows you to perform indexation and renewal at the same time.

Period over which the contract revenues (installment amounts) and the forecast contract costs are distributed. Contract installments are defined by year and contract.

A table that graphically illustrates a planning.

A physical, recognizable area in a maintenance shop, a service department, or a work center where parts are temporarily stored. Inbound and outbound handling is not registered in LN.

The setup of an item that is required to carry out a reference activity.

Orders that are used to plan, carry out, and control all maintenance on items in a maintenance shop or in a repair shop. A work order consists of at least one work order header, and can have a number of activities that must be carried out on a repairable service item.

One or more serial numbers that are defined for a particular serialized item.

A subset of master routing. A predefined set of operations that can be carried out. Each operation is identified by a unique sequence number.

A set of operations that can be carried out. The reference activities based on which operations are added to a master routing, must have the same characteristics, such as item, functional element, and service department.

Example

All the inspections, tests, cleaning activities, assembly activities, disassembly activities, and repair activities that you can carry out on an engine.

The resource that is required for a reference activity. You can specify resource requirements by using one of the following resource types: Material, Labor, Tool, Subcontracting, or Other.

A financial classification that indicates to what extent work is covered under warranty or contract, and what part of the activities can be charged.

Depending on the assessment of the malfunction consequence, a support employee assigns a particular priority to the call.

The priority factor is calculated from any priorities assigned to the call.

A limit on the amount of time that a customer can be billed from the total amount of time spent solving the call.

Classifies the nature of the service activities that are required. In Service two procedures are predefined: Normal and Emergency.

Acronym of Computer Telephony Integration. Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. Automatic telephone dialing from an address list is an outbound example.

Acronym of International Telecommunications Union. Formerly the CCITT (Consultative Committee for International Telephony and Telegraphy), the ITU is an international organization founded in 1865 and headquartered in Geneva that sets communications standards.

If services or terms of a warranty overlap with the services of a contract agreement for an item, a discount or reduction in terms on the contract price can be offered. The discount scheme defines the contract's discount percentage during the period when the warranty is valid for the item. This enables you to include an initial warranty period during which no invoices are sent to the customer. You can also use a discount scheme independently from a warranty, for example, if you agree on a once-only discount with the customer.

The agreement between the service organization and the subcontractor.

A third-party service provider. The subcontractor is referred to as buy-from business partner, because he is considered to be a business partner from whom services are bought.

A high level agreement that describes the terms and conditions applicable for the item for which service is provided by a third-party organization.

After the blanket agreement is defined, the details will be provided to the organization for which items must be subcontracted. The blanket agreement can become the basis for a subcontract agreement.

A department clearly identified within the company business model to manage the services provided to a customer. The service office is used to identify the locations that are responsible for the service activities within the organization.

Depending on its context, an effective date can be the first day on which a contract quote is valid, the first day on which a service contract is active, or the first day on which you can use a template for quotes or contracts. The effective date often includes the effective time.

Categories that are used to register the type of costs. Cost types enable you to have a more detailed view of the source of costs.

A step in a master routing. Based on a reference activity, an operation is identified by a unique sequence number.

The smallest unit of work that is required to carry out maintenance.

The department that is responsible for the execution of a work order.

The subdepartment of the service department that is responsible for the execution of a work order.

The time between the earliest start time and the planned start time of an activity, and between the latest finish time and the planned finish time of an activity. Slack time is deliberately introduced by the planner to reduce the risk that a delay in a single activity is passed on to subsequent activities and, as a result, disturbs the overall planning.

The method indicating how the sales order price is determined.

Lines that store all details of the items that must be maintained, loaned, replaced, delivered, or received.

Lines that store the information on the costs incurred, amounts to be invoiced, and the amounts covered by the applicable contract and/or warranty. Most coverage lines are added through the maintenance sales order process, but can also be manually entered.

A document that can contain the activities, checklists, measurements, material, tools, subcontracting, and other costs.

A messaging system, where short messages are sent by dialing a phone number and putting in a message. The message, which is received using a pager or another paging-enabled device, can either be a numeric code or a text message. In Service, paging is used to inform the field service engineer of the service order to be carried out.

Orders that are used to plan, carry out, and control the maintenance on customer-owned components, products and the logistic handling of spare parts.

Either of the following: A non-blocked call with status Registered for which the current time is past the registration time plus time fence specified in the Call Parameters (tsclm0100m000) session; A non-blocked call with status Assigned for which the current time is past the assigned time plus time fence specified in the Call Parameters (tsclm0100m000) session.

A call that requires immediate action and for which a service order is generated to inform the field service engineer.

Depending on the time agreement with the customer, one of the following: A non-blocked and non-waiting call with status Registered or Assigned for which the current time is past the reaction time; A non-blocked and non-waiting call with status Registered or Assigned for which the current time is past the solution start time; A non-blocked and non-waiting call with status Registered, Assigned, In Process, or Transferred for which the current time is past the solution finish time.

The time during which an item or product is not available for use by the customer. This value is used in service contracts with an uptime agreement.

The problem as assessed and classified by the support engineer.

The solution to the expected problem as determined by the support engineer.

A call that is registered or assigned, but for which no action was taken within the contract or warranty response time.

The time by which the call center must react to a customer's call.

The time by which the support engineer must start solving the call.

The time by which the support engineer must finish solving the call.

The date and time when a call was received and registered.

The time at which the support engineer plans to start working on the call.

The time at which the support engineer plans to finish working on the call.

The work order from which the current work order is derived.

The very first work order from which the initiating work order of the current work order was derived.

The number of maintainable items/parts which must be repaired on the work order.

The number of maintained items/parts which went successfully through one or all steps of the work order process.

The period of time after which a released emergency service order will be treated as a deferred emergency service order. For an emergency service order not yet attended by a service engineer, when the order release date/time plus the order escalation time occurs in the past, that order is treated as a deferred emergency service order. The list of such orders can be viewed using the Deferred Emergency Service Orders (tssoc2502m000) session.

Infor Service Scheduler, a graphical planning tool used by dispatchers to assign service orders and/or activities to service engineers.

The monetary unit in which the standard cost is expressed.

A released emergency service order that has not been attended by a service engineer within the order escalation time as defined in the Service Order Parameters (tssoc0100m000) session.

The country in which you must pay/report the value-added tax (VAT). The tax country can be different from the country where services or goods are delivered.

A short message, entered by a field engineer, which informs the planner or dispatcher as to whether the field engineer can be paged.

The reference by which the subcontractor identifies the subcontract agreement.

A user-defined category created to group reference activities or planned activities, based on their common features.

Example

A group of assembly activities.

A call from the same customer about a previously solved problem regarding the same item.

A document that a service engineer uses to register the service order, the service order activities and the requirements when a service order is not yet created. A blank service order sheet can be booked in LN later as a formal service order.

This can be used, for example, when during a night shift of 24 hour service, the service engineer is directly informed by a customer about a malfunction. He will then solve the call at once, while an office worker will enter the related service order (activity) in LN the next (working) day.

A question, complaint, or malfunction that is communicated to the party responsible for the service or maintenance of the item concerned.

A category used to group calls for selection purposes.

The manner in which the item structure is changed: replace, remove, or install an item.

Lists the points to which the service engineer must pay attention during the execution of a service activity. Checklists are used to group specific checks so that more than one check can be defined for a reference activity. According to the answers expected from the check, space is provided when printing the document related to the service order.

A number of specific checks which you define for a checklist. You can link the checklist to a reference activity, so when a service engineer executes the service activity they must carry out and fill in the checks listed on the checklist.

The relationships among items in an installation group.

Item on the highest level in the configuration structure.

The top item can be defined as an item or as a serialized item. The top item has only child relations and no parent relations.

The current status of the configuration's structure. This can be useful for history purposes. Structure changes within a certain configuration, to which an active contract applies, take place under a new configuration version.

No new configuration version is generated for changes on the component level (item).

An installation group of items that share the same location or customer.

For example, a configuration could consist of all items that are controlled for a specific customer, or all items that are in the same location.

Grouping items into a configuration enables you to maintain them collectively.

The method indicating how the service order costs are covered by the contract.

A quote to a business partner for the provision of a service contract.

A standard set of contract terms and conditions. A template can be used as a basis for contract quotes and service contracts.

A way of categorizing contracts based on similarities and shared characteristics.

Each contract type is identified by an alphanumeric code of up to three characters.

The maintenance that is carried out to restore an item to a serviceable condition by fixing a known or suspected malfunction and/or defect.

An estimated or actual cost line that represents the costs for materials, labor, or other that is required to carry out an activity.

Preventive maintenance takes place at a constant interval. This interval is expressed in a usage-related unit, for example, operating hours, kilometers. The actual moment of maintenance is when the norm value of the counter is reached.

Example

A car that must be serviced every 20,000 km.

A coverage term can be phased in time or it can be made dependent on the counter value of an item. It is possible to specify for each phase another covering method.

A coverage term stores agreements on the duration, the cost covering method and the costs of these agreements. This can be created for (a combination of) a service contract (quote), installation group, coverage type, term type, or sequence number.

The cost amounts and sales amounts of the term are also stored.

The defined coverage terms are valid for the entire duration of the service contract. It is also possible to phase these terms, depending on time or on the value of the main counter of a counter model.

The coverage terms can be further specified in the so-called cost terms.

Indicates how the material that is required to carry out the activities, must be delivered, or what will happen to the defective item.

Repair that is carried out in a repair shop.

An information structure that matches questions about a customer's problem, to a list of related answers. To each related answer you can link an expected problem, an expected solution, or a follow-up question.

The use of a diagnostic tree enables:

• Fast call resolution.
• Reuse of existing knowledge.
• Accurate management information, which you can feed back into planning decisions.

With the help of distance zones users can specify traveling costs. A distance zone can be divided in several zone classes.

Preventive maintenance (PM) activities of an item done by a service engineer at the customer's location. This activity is defined in a contract.

Corrective maintenance carried out on an item done by a service engineer at the customer's location.

A field change order line specifies the serialized item that must be modified by the field change order (FCO), and the sold-to business partner who owns it. If a service order has been created for the FCO, the service order's number is displayed on the FCO line.

An order to collect and modify, repair, or replace an item (for example, a product recall). You can apply the order to one or more customers. The order can be created by marketing, sales, or manufacturing.

A direct support center, staffed by maintenance engineers who solve customer's questions and problems.

A unique object that can consist of a number of separate components. These components can have their own serial numbers. Installations are defined by making a description, by assigning the installation to an installation type, and by recording the location.

The maintenance activities carried out on internal production devices.

The corrective maintenance carried out on an internal production device.

The tasks and/or service employees that are required to carry out an activity on an item.

The tasks that are required to carry out an activity on an item. The labor requirements are used to plan the available capacity of labor (versus manpower). It can also can be used as a reference for quotes.

The labor rate code, defined in the Labor Rate Codes (tcppl0190m000) session in People. A sales rate and cost rate can be specified in this labor rate code.

You can assign labor rates on a wider scale to, for example,

• A service department, for all work done by the service department.
• An installation group, for all work carried out on the installation group.

In the Service Order Parameters (tssoc0100m000) session, default labor rate search paths can be set for the following:

• Estimated sales rate
• Estimated cost rate
• Actual sales rate
• Actual cost rate

The list of activities planned for serialized items/installation groups for the purpose of long term preventive maintenance.

The actions required to restore an item to its serviceable condition. This includes inspection, modification, repair, overhaul, and servicing.

A measuring quantity is a measurable (physical) variable that identifies the units of this variable. For example: pressure in kPa. Measuring quantities can be used to define measurements.

Example

The measurement exhaust temperature interval results in a value of the measuring quantity temperature in Celsius.

A set of measurements that you must carry out on items during an inspection. Inspection templates include the norm values that trigger the reference activities. If an inspection is carried out and the norm value that is defined for the dependent variable is exceeded, one or more reference activities must be performed.

A standard measurement that consists of a measuring quantity and a measuring characteristic. The determination of the value of a certain dependent measuring quantity of an item in a specific situation.

A group of serialized items with similar features.

The indication of a serialized item's position in a physical breakdown, by means of parent-child relations. A serialized item in a physical breakdown is above its child item(s) and below its parent item.

In a structure, a child item can only have one parent item, whereas a parent item can have multiple child items.

An item that is uniquely identified by the item code (manufacturer part number) in combination with the serial number.

The number of service employees required to carry out an activity or a task. You can calculate the duration of the reference activity based on the efficiency rate.

All other requirements (such as, tooling, traveling, and subcontracting) for carrying out the activity on the item.

All other requirements needed to carry out the activity.

The following requirements are predefined:

• Tooling
• Traveling
• Subcontracting
• Help desk
• Other

All service activities that are not covered by the following service types: help desk, internal problem, external problem, internal maintenance, external maintenance, depot repair, and claim processing.

A service engineer who is qualified to maintain a specific installation group and/or serialized item. This makes sure that the installation group and/or serialized item is always (if possible) maintained by the same service engineer.

The maintenance activities that are carried out on a regular basis to prevent malfunctions or failures.

The method indicating how the contract price is determined.

The following pricing methods are available:

• Sales Value of Configuration
• Budgeted Service Costs
• Installation/Item Pricing

A call can be a question, complaint, or malfunction.

The item's lifetime.

After exceeding the lifetime, the item

• Must be scrapped and replaced by a new item.
• Can be sent for waste recycling.

The time by which the call center must respond to a customer's call.

A group of reference activities with similar characteristics. For example, the Cleaning reference activity group or the Inspection reference activity group.

A group activity or a single activity (directive) that is planned for a serialized item or installation group.

The material, labor and other requirements can be defined for a reference/planned activity.

A response time defines, from the time a call is registered, the period of time within which: The service provider must react to the call; A solution to the call's problem must be started; A solution to the call's problem must be finished.

The amount received or gained, usually measured in money.

A number that, together with the item code or manufacturer part number, uniquely identifies a component, an item, a machine, or an installation.

This serial number is usually shown together with the manufacturer part number and other identification data on an identification plate that is attached to the item.

Detailed information about the service orders that are posted to history.

The historical service order data comprises the data that is defined in the:

• Service-order header
• Service-order activity line
• Requirement lines

The costs of the materials that are required to carry out the service order.

The costs required to carry out a service order, that cannot be classed as material costs or labor costs.

A service-order quote is a statement of price, terms of sale, and description of services and materials, that can be sent to a prospective business partner. The business partner data, payment terms and delivery terms are listed in the header. The data about the activities and materials are entered on the quote lines.

An activity with tasks and cost lines linked to it. This activity can be also be a linked to a coverage type.

A specific geographic area that is covered by one or more service engineers (employees). A service area can be linked to a service center.

Means of transport, linked to a service employee, for transportation from and to the customers work location.

A department that consists of one or more persons and/or machines with identical capabilities, that can be considered as one unit for the purposes of service and maintenance planning.

A sales agreement between a service organization and a customer for a specific period, that states the configurations (installation groups or serialized items) to be maintained, the coverage terms, and the agreed price.

Person(s) working for the service department.

A trained technician who carries out the service activities within his/her own organization or on the customer's location.

Information about the service item.

Groups of service items with common characteristics that are used in Service.

Service item groups can be used to define the material terms for a group of items. The material terms are used in service-contract templates, service-contract quotes, service contracts, service-order quotes, and warranties.

A mobile warehouse in which components used during service activities are stored.

A classification of similar service kits into groups that can be used to carry out service/maintenance activities on a maintenance item.

In defining a set of available items for a service kit type, it is assumed that all service kits belonging to that service kit type, also contain the same set of items.

Example

The Washing machines service kit type contains all service kits that are required to maintain the washing machines of a certain type.

Orders that are used to plan, carry out, and control all repair and maintenance on configurations as present on customer locations or as present with the company.

A part of a company or an independently operating company to maintain production means and/or installations.

The price of service activities or maintenance activities carried out at regular intervals as part of periodic maintenance of an installation.

The service classification that service providers offer. The service type determines which availability type applies to a service order header, and provides a default order procedure and coverage type.

The specific know-how or technical expertise that an employee must have to carry out activities. For example, knowledge of electricity, specific equipment, and so on.

The agreed maximum time that can elapse between the registration of a call and the time the problem must be solved.

Codes on calls and service orders that enable you to analyze the orders.

Arrange for part or all of the work to be carried out by a third party.

An indication of the chance that a quote is accepted.

A trained technician responsible for executing helpdesk activities.

A specification of the type of work that is carried out by a service employee. You can use tasks to specify the labor required to carry out an activity. A specific labor rate can be linked to a task.

A set of contract, quote or warranty conditions, related to a type of maintenance.

Per coverage type and term type, conditions and price agreements are stored in the coverage terms, which can be further specified in the cost terms.

Example

All conditions related to:

• Long cyclic maintenance
• Helpdesk support
• Field problem solving

Usage classes categorize the use of an installation group, configuration, or (serialized) item, based on environmental factors or frequency of use.

You can use usage classes to predict the maintenance required for a installation group, configuration, or (serialized) item, based on the usage.

Example

The usage class of a truck can be national or international. The required maintenance for national use is different than that for international use, for example:

• Difference in number of kilometers
• Difference in climate

Warranty period. The period that the warranty is valid, expressed in time units.

Warranty terms can be restricted by relating them to a specific norm value of a certain measuring quantity that is an indication of the use of the item (for example, 80% warranty on the first 5,000 kilometers of a private car).

The warranty specifications for an item when the item is sold to the customer. They can include a period or a number of operating hours that the warranty is valid, or the response times on a service call.

A guarantee that a component is repaired free of charge or at reduced costs if it does not work according to the agreed specifications within a warranty period.

Diagnostic tools which calculates the probability of a specified solution solving a known problem. The data captured from the completed service order and the solved calls is used to calculate the probability.

The history of all service orders and solved calls. This data includes the details equipment, problems, and solutions for a service order activity or a call.

The number of times a particular combination of

• Serialized Item Group
• Item
• Service Item Group
• Call Group1
• Call Group2
• Reported Problem
• Expected Problem
• Actual Problem
• Expected Solution
• Actual Solution
• Reference Activity

was used to solve a problem. A valid combination is formed depending on the fields that are selected in Call Parameters (tsclm0100m000) session. The statistics is built from the completed service order activities and the solved calls.

Failure Analysis is defined as gathering up-to-date historic data related to confirmed failures and this data is used to understand the previous occurrence of failures.

The service provider's guarantee that the product is repaired free of charge, if the repair done earlier on the product is not satisfactory or not proper.

The item quantity that is available to be promised for a customer either immediately, or at a specific time in the future.

A check on the quantity that can be promised to a customer based on the allowed demand. The main purpose of the ATP check is to reserve a certain quantity of the spare part or item.

The item for which the specifications are same as an existing customized item or a standard item which is not produced currently.The reference item is the base item which is referred to when you create a customized item.

The scenario that can be used to generate planned activities. Preventive maintenance scenario can be of the following type:

• time based scenario - Example maintenance scenario occurs 12 times a year.
• counter based scenario - Example after 10000 km execute maintenance.
• condition based scenario - Example after profile of tire is below 3 mm.

Measurement based on a counter that can be decreasing or increasing.

Example

Mileage and Machine hours

Unit of the measurement.

Example

Kilometers, Hours, Millimeters and so on.

The point where the measurement is performed.

Example

Measuring profile of a tire, specify Left Front/ Right Front and so on.

The trigger for maintenance that must be performed for an item. This is linked to a measurement. When maintenance is triggered, a maintenance notification is generated.

The set of maintenance triggers that is used to trigger maintenance notifications during measurements.

A notification that is generated based on a measurement and a related maintenance trigger.

The follow-up activity required based on the maintenance trigger. Based on the maintenance trigger following decision can be taken for the notification.

• Do nothing
• Create planned activity
• Create work order
• Create service order and activity
• Link to existing work order
• Link to existing service order

The summarized value of all measurements performed for a numeric measurement or the last known measurement of an alphanumeric measurement.

The last known value on the meter. This is applicable for counter based measurement types. This must be a separate counter, because a meter can be replaced and there can be a difference between meter value on the meter and the counter value.

A group of counter readings. The counter reading group is used to default the counter reading information for a serialized item. This group can be linked to a service item or service item default and when a serialized item is created, the counter readings are copied from the counter reading group.

A combination of a measurement type and position that is linked to a serialized item and holds information such as counter value.

The information that is necessary to calculate the trend of numeric measurements.

An area by which objects are grouped.

Service engineer selected to perform the activities.

The total workload of the planned activities, service order and unexpected workload.

The total available capacity of the service engineer.

The book that contains rules that defines which maintenance scenarios must be used when a maintenance plan is generated.

An area by which objects are grouped

Kind of measurement that must be done. Example measure profile, acid level, mileage.

A condition based measurement type measures a state/condition of an item. Example profile of a tire, acid level in fluid. The condition based measurement type can be either numeric or alphanumeric.

The actual measurement that takes place.

The actual inspection that takes place.

Date when the counter value is started with counting or when the item is in use.

Moment when maintenance must be executed on the item.

Group of service order activities, work order activities, or planned activities.

A field of service order, work order, or planned activity in the context of group planning. Example Installation Group.

The field value of an order. Example Floor K1

A group of activity sets.

A service engineer that executes a service order or a department that is responsible for executing a planned activity or work order.

The alternatives provide different options and prices to the customers for the activities and the material used. An alternative has the same set number as the line from which the alternative is derived.

A template that displays a report of the activities performed and all the cost that are associated with the visit. The engineer generates this report after the completion of the work on the visit.