Glossary
problem priority
An indicator that designates the urgency of the problem.
customer priority
An alphanumeric code that identifies the priority of a customer.
serialized-item priority
An indicator that designates the urgency of a problem that occurs to a serialized item.
serialized-item priority factor
The serialized-item priority divided by 100.
business partner priority factor
The business partner priority divided by 100.
problem-priority factor
The problem priority divided by 100.
tax indicator
The type of tax processing that is applied to the selected contract type, since service, rental, and sales can each be taxed differently.
contract duration
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.
expiry date
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.
installment template
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.
measurement type
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.
reference activity by item
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.
skill factor
An indication of the productivity of the service employee, for information purposes only.
service item
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.
service kit type parts
The components that are used during the maintenance of an item.
zone class
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.
skills by service employee
The expertise of an individual service employee. LN uses this data to match service orders and service employees.
labor type
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.
user defaults (service)
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.
acknowledgment sheet
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.
default item data
Item data that is the same for a range of items.
planned activities
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.
service activity price list
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.
downtime ratio
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.
service BOM
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.
question
A question that a support engineer can ask a customer who calls the call center.
answer
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).
material requirements by planned activity
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.
dependent variable
A unit of measurement, which together with a norm value (and start value) determines when maintenance activities must be carried out.
requirement lines
The lines that specify the resources required to carry out an activity. Requirement lines can comprise material, tool, and other requirements.
use trend
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).
follow-up activity
The activity that must be carried out if the measured value of the inspection-measurement does not meet the norm value.
dependent 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 sheet
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.
tool maintenance
The maintenance activities that are carried out on tooling.
repair report
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.
service order sheet
A sheet that informs the service engineer about the work that must be carried out.
inspection report
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
External service order documents include announcement sheets, appointment sheets, and repair reports.
service order data
The data defined that is defined in the service-order header, service-order activity line, and the requirement line.
service order header
The service order header contains all the data that is entered in the Service Order session.
service-order activity line
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.
SRP
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).
independent variable
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.
credit review period
Within this period the invoice-to business partner must pay his invoices. This can be seen as a so-called overdue invoice period.
effectivity period
The number of days a contract quote is valid.
expiry warning period
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.
quote history
The information from a particular quote.
contract history
The information stored for a particular contract.
surcharge/discount
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.
- If a surcharge is applied to an item or order, it is added to the original costs.
- If a discount is applied to an item or order, the original costs are lowered.
cost terms
A detailed specification of a coverage term.
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.
related answer
An answer in the diagnostic tree that is related to another question, which is relevant to the current problem.
reported problem
The problem initially reported by the business partner.
required activity
The action required, as determined by the service/support engineer, to solve the call.
total amount
The sum of the sales amounts of all coverage terms that are associated with the indicated service type or term type.
total costs
The sum of the cost amounts of all coverage terms that are associated with the indicated service type or term type.
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
budgeted costs
The estimated cost that will be incurred while servicing items. The amount is expressed in the home currency.
budgeted sales
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.
spent costs
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
spent sales
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
item
A standard maintenance item.
expiry date
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.
blocking reason
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.
call-out charge
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.
search argument
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.
cost-covering method
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
coverage-term number
For a service type / term type combination, this is a unique sequence number.
Default value of step size: 10
allocated costs
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
allocated sales
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
allocated discount
The sum of discounts derived from service activities that have not been financially approved in Service Order Control, expressed in the home currency.
quote status
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.
budgeted discount
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.
spent discount
The sum of discounts arising from service activities that have been financially approved in Service Order Control, expressed in the home currency.
ceiling amount
The agreed limit up to which the costs are covered by the contract, quote, order, or warranty.
tolerance period
The tolerance period can be used to increase the planning period of a reference activity when it is planned.
child object
A child object is part of a parent object, and is linked to this parent object through an object relation.
reference A
The reference by which the sold-to business partner identifies the purchase order. This reference is printed on the service contract or quote.
start date
The date on which the terms become valid. It is displayed when the contract status changes from Free to Active.
- If more than one phase exists for this term, the start date of the first phase is displayed.
- If a warranty is linked to one of the items or configurations in the contract, the date is on or after the date of installation.
end date
The last date on which the terms are valid. It is displayed when the contract status changes from Free to Active.
- If more than one phase exists for this term, the end date of the last phase is displayed.
- If a warranty is linked to one of the items or configurations in the contract, the date is equal to the start date plus the warranty period.
contract sequence number
The number used to identify the cost term of the coverage term. The default step size is 10.
skill status
The skill condition indicates if the skill is mandatory or required.
service order document
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.
service-order labor costs
The costs of the labor that is required to carry out the service order.
covered time
The time that the contract covers.
spent time
The time spent on service activities that have been financially approved in Service Order Control.
allocated hours
The number of hours that were spent on service activities but that have not been financially approved in Service Order Control.
traveling specification type
Indicates whether the traveling cost lines are specified in distance, time, total or call-out charge.
allocated quantity
The quantity of material used for service activities which has not been financially approved in Service Order Control.
allocated visits
The number of visits that were performed for service activities but which have not been financially approved in Service Order Control.
call-out charge
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.
unit cost
The unit cost of the term expressed in the home currency.
covered hours
The current total of the hours spent on service activities.
covered quantity
The quantity of an item covered by the contract.
covered visits
The number of visits covered by the contract or warranty.
included
This indicates whether the term is included (or covered) in the contract. If the term is not included it must be invoiced.
spent distance
The current total of the distance covered due to service activities that has been financially approved in Service Order Control.
spent quantity
The current total of the quantity of material used due to service activities that has been financially approved in Service Order Control.
spent visits
The current number of visits made on service activities that have been financially approved in Service Order Control.
allocated distance
The total distance for service activities that were performed but which have not been financially approved in Service Order Control.
Mean Time To Repair
The average time interval between the moment a failure is registered and the moment that the failure is solved. For example, the failure is registered by means of a call and is solved by means of a service order.
MTTR
total distance
The return distance to the location where the configuration is situated, multiplied by the number of visits required.
covered calls
The number of calls that are covered by the contract or warranty.
spent calls
The number of calls spent on service requests that have been financially approved in Service Order Control.
allocated calls
The number of calls for service activities that were performed but that have not been financially approved in Service Order Control.
covered call units
The number of call units that are covered by the contract or warranty.
spent call units
The number of calls that are spent on support activities that have been financially approved in Service Order Control.
allocated call units
The number of call units for service activities that have been performed but which have not been financially approved in Service Order Control.
installation group availability
Indicates the time that the installation group is available for servicing or maintenance.
serialized-item availability
Indicates the time that the serialized-item is available for servicing or maintenance.
work in process
In Service, the amount of work to do is indicated per service center by means of: The number of calls with the Assigned status; The service orders with the Planned status and Released status.
WIP
contract template header
The contract template header contains all the data that is entered in the Contract Template session.
contract quote header
The contract quote header contains all the data that is entered in Contract Quote session.
service contract header
The service contract header contains all the data that is entered in the Service Contract session.
contract-quote documents
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.
service-contract documents
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.
item breakdown
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.
counter type
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.
average usage factor
A factor that expresses the average use of a configuration.
counter interval
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.
configuration
The identification of a set of serialized items on which service and maintenance activities can be carried out.
configuration type
The type of the configuration.
installation group
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.
installation
The list of (serialized) items that belong to an installation group.
installation activity
A reference activity that is part of a maintenance program to configure the installation group .
configuration activity trigger
The initiator that indicates the moment on which the reference activity for the installation must be carried out.
physical breakdown
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.
as-built structure
The actually built structure of a product including the serial numbers.
project-breakdown structure
A charge (element) breakdown structure or an element structure that is defined in Project.
measurement unit
Units used to express measurements. The unit can be user-defined or selected from the list of units in Common.
serialized-item range group
A group that can be used to link activities and documents to a range of items including different serial numbers.
assembly
Components that are built together and form a unit on which maintenance can be done.
change order
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.
constraint
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.
consumable item
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.
counter reading
The reading on a configuration's or serialized item's counter.
maintenance contract
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.
maintenance document
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).
maintenance event
A set of maintenance activities on a high aggregation level that can clearly be distinguished in time.
maintenance order
A schedule of maintenance activities.
maintenance program
A list of recurring maintenance activities that are prescribed and approved.
material management
The control of the serviceable and unserviceable components flow in a shop maintenance environment.
modification
Activities that are carried out on the operation of a configuration or on a part of a configuration.
coverage
A classification of the activities and costs related to a call, according to the terms that have been defined in the contract.
modification directive
Documents that specify the requirements for technical or operational improvements on configurations. These requirements can affect certain maintenance activities.
multilevel breakdown
A lists of components on all levels.
offline maintenance
Maintenance activities for which the configuration is taken out of active operation to carry out maintenance.
critical resource
The resource on which the continuity and progress of (planned) maintenance activities depends.
cycle item
A components that circulates between configurations, maintenance shops, and warehouses, depending on the demand and the component being serviceable or not.
detailed maintenance planning
Planning of the lowest level activities included in the activity aggregation relationships.
offline/online indicator
An indicator that specifies if a configuration can be maintained during operations, during standstill, or during both operations and standstill.
follow-up order
An order that is triggered by another order.
forecast requirement factor
The factor that measures the probability that the resource is required.
functional breakdown
A multilevel or single-level display of a configuration's functional related components, elements and serialized items.
on-condition maintenance
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.
operational schedule
A scheme that specifies the use of a configuration for operational and maintenance purposes.
overhaul
All the maintenance and service activities that must be carried out on a component to make it serviceable again.
BP identification
A serial number, specified and used by the item's owner as an alternative to the item's manufactured serial number.
problem
A source or symptom of malfunction or disturbance.
reference activity constraint
An activity that must be carried out to activate or de-activate a certain constraint.
reference activity structure
A set of reference activities linked through sequential and hierarchical relationships and dependencies.
repair
To make a component serviceable again.
repairable item
An item that can be economically restored to its serviceable condition and which can consist of replaceable parts.
salvation analysis
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.
functional element
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.
scheduled maintenance
Maintenance activities of which the time of execution has been fixed together with a proper activity assignment and activity sequencing.
functional failure
The configuration or part of a configuration fails to meet its function.
global maintenance planning
Long-term maintenance planning on a high level of activity aggregation.
scheduling
To determine the sequence in which maintenance activities must be performed.
in-line maintenance
Maintenance activities that are carried out during operational use (between actual usage) of a configuration. In-line maintenance is carried out on location.
scrap
The components that are outside their original specifications and that are impractical to repair.
job quote
A written proposal to a business partner for carrying out a set of maintenance activities.
job sheet
In Infor Mobile Service, a list of service order activities that are lined up for the service engineer.
life cycle
The item's economic lifetime.
maintenance activity
The smallest unit of work that form the base for all maintenance to be carried out.
serviceable item
A condition of an item that indicates that the item can be used in a configuration.
shop maintenance
Maintenance that takes place in a maintenance department.
inspection
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.
single-level breakdown
A display of components that are directly used in a parent item. A single-level breakdown shows only the relationship one level down.
subassembly
Assemblies that are part of other assemblies.
unserviceable item
An item that must be inspected before it can be used.
graphical browser framework
A tool that is used to display a hierarchical structure in the form of a tree. Often, this tool also enables you to perform drag-and-drop operations.
Example: To display a breakdown structure.
GBF
search engine
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.
spatial resource type
A classification that is used to group spatial resources.
For example: Spatial resource type Operations; All the rooms in which testing activities take place.
Infor Mobile Service
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
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.
header data
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.
incidental changes
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.
indexation
To raise or to lower contract prices by means of a user-defined percentage.
contract renewal
Changes to service contracts that are the result of a new duration period.
renewal with indexation
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.
service contract change
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.
contract installment
Period over which the contract revenues (installment amounts) and the forecast contract costs are distributed. Contract installments are defined by year and contract.
graphical planning board
A table that graphically illustrates a planning.
location
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.
reference activity condition
The setup of an item that is required to carry out a reference activity.
work order
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.
serialized-item range
One or more serial numbers that are defined for a particular serialized item.
routing option
A subset of master routing. A predefined set of operations that can be carried out. Each operation is identified by a unique sequence number.
master routing
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.
resource requirement
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.
coverage type
A financial classification that indicates to what extent work is covered under warranty or contract, and what part of the activities can be charged.
call priority
Depending on the assessment of the malfunction consequence, a support employee assigns a particular priority to the call.
priority factor
The priority factor is calculated from any priorities assigned to the call.
invoice interval
A limit on the amount of time that a customer can be billed from the total amount of time spent solving the call.
- If the time spent solving a call is less than the minimum time set in the invoicing interval, no invoice is made.
- If the time spent solving the call is more than the maximum time set in the invoice interval, only the maximum time value in the invoicing interval will be invoiced.
order procedure
Classifies the nature of the service activities that are required. In Service two procedures are predefined: Normal and Emergency.
CTI
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.
ITU
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.
contract discount scheme
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.
subcontract agreement
The agreement between the service organization and the subcontractor.
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.
blanket agreement
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.
service office
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.
effective date
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.
cost type
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.
operation
A step in a master routing. Based on a reference activity, an operation is identified by a unique sequence number.
reference activity
The smallest unit of work that is required to carry out maintenance.
service department
The department that is responsible for the execution of a work order.
work center
The subdepartment of the service department that is responsible for the execution of a work order.
slack time
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.
pricing method
The method indicating how the sales order price is determined.
maintenance sales order lines
Lines that store all details of the items that must be maintained, loaned, replaced, delivered, or received.
coverage lines
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.
work order document
A document that can contain the activities, checklists, measurements, material, tools, subcontracting, and other costs.
paging
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.
maintenance sales order
Orders that are used to plan, carry out, and control the maintenance on customer-owned components, products and the logistic handling of spare parts.
deferred call
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.
emergency
A call that requires immediate action and for which a service order is generated to inform the field service engineer.
escalated call
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.
downtime
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.
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.
escalated call
A call that is registered or assigned, but for which no action was taken within the contract or warranty response time.
reaction time
The time by which the call center must react to a customer's call.
solution start time
The time by which the support engineer must start solving the call.
solution finish time
The time by which the support engineer must finish solving the call.
reported time
The date and time when a call was received and registered.
execution start time
The time at which the support engineer plans to start working on the call.
execution finish time
The time at which the support engineer plans to finish working on the call.
initiating work order
The work order from which the current work order is derived.
top work order
The very first work order from which the initiating work order of the current work order was derived.
maintainable quantity
The number of maintainable items/parts which must be repaired on the work order.
maintained quantity
The number of maintained items/parts which went successfully through one or all steps of the work order process.
order escalation time
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.
BSS
Infor Service Scheduler, a graphical planning tool used by dispatchers to assign service orders and/or activities to service engineers.
cost currency
The monetary unit in which the standard cost is expressed.
deferred emergency service order
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.
tax country
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.
assignment
A short message, entered by a field engineer, which informs the planner or dispatcher as to whether the field engineer can be paged.
reference B
The reference by which the subcontractor identifies the subcontract agreement.
activity group
A user-defined category created to group reference activities or planned activities, based on their common features.
Example
A group of assembly activities.
bad fix
A call from the same customer about a previously solved problem regarding the same item.
blank service order sheets
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.
call
A question, complaint, or malfunction that is communicated to the party responsible for the service or maintenance of the item concerned.
call group
A category used to group calls for selection purposes.
change method
The manner in which the item structure is changed: replace, remove, or install an item.
checklist
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.
checks by checklist
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.
condition-based maintenance
Preventive maintenance that takes place if a required measurement does not meet the specified norm value.
CBM
configuration structure
The relationships among items in an installation group.
installation
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.
configuration version
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).
configuration
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.
contract coverage
The method indicating how the service order costs are covered by the contract.
contract quote
A quote to a business partner for the provision of a service contract.
contract template
A standard set of contract terms and conditions. A template can be used as a basis for contract quotes and service contracts.
contract type
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.
corrective maintenance
The maintenance that is carried out to restore an item to a serviceable condition by fixing a known or suspected malfunction and/or defect.
cost lines
An estimated or actual cost line that represents the costs for materials, labor, or other that is required to carry out an activity.
counter value
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.
coverage phases
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.
coverage terms
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.
delivery type
Indicates how the material that is required to carry out the activities, must be delivered, or what will happen to the defective item.
depot repair
Repair that is carried out in a repair shop.
diagnostic tree
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.
distance zones
With the help of distance zones users can specify traveling costs. A distance zone can be divided in several zone classes.
external maintenance
Preventive maintenance (PM) activities of an item done by a service engineer at the customer's location. This activity is defined in a contract.
external problem
Corrective maintenance carried out on an item done by a service engineer at the customer's location.
field change order object lines
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.
field change order (FCO)
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.
gross margin
The difference between the sales amount and the standard costs against standard costs.
How the gross margin is calculated depends on the setting of the Margin Base field in the Service Order Parameters (tssoc0100m000) session.
GM
help desk
A direct support center, staffed by maintenance engineers who solve customer's questions and problems.
installations
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.
internal maintenance
The maintenance activities carried out on internal production devices.
internal problem
The corrective maintenance carried out on an internal production device.
labor requirements by planned activity
The tasks and/or service employees that are required to carry out an activity on an item.
labor requirements by reference activity
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.
labor rate
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
maintenance planning
The list of activities planned for serialized items/installation groups for the purpose of long term preventive maintenance.
maintenance
The actions required to restore an item to its serviceable condition. This includes inspection, modification, repair, overhaul, and servicing.
Mean Time Between Failure
The average time interval between failures of a repairable product for a defined unit of measure. For example: operating hours, cycles, kilometers, or miles.
MTBF
measuring quantities
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.
inspection templates
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.
measurement
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.
serialized item group
A group of serialized items with similar features.
serialized item relations
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.
serialized item
An item that is uniquely identified by the item code (manufacturer part number) in combination with the serial number.
efficiency rate
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.
other requirements by planned activity
All other requirements (such as, tooling, traveling, and subcontracting) for carrying out the activity on the item.
other requirements by reference activity
All other requirements needed to carry out the activity.
The following requirements are predefined:
- Tooling
- Traveling
- Subcontracting
- Help desk
- Other
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.
preferred service employee
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.
Preventive Maintenance (PM)
The maintenance activities that are carried out on a regular basis to prevent malfunctions or failures.
pricing method
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
problem category
A call can be a question, complaint, or malfunction.
product life cycle
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.
reaction time
The time by which the call center must respond to a customer's call.
reference activity group
A group of reference activities with similar characteristics. For example, the Cleaning reference activity group or the Inspection reference activity group.
reference activity
A group activity or a single activity (directive) that is planned for a serialized item or installation group.
requirements
The material, labor and other requirements can be defined for a reference/planned activity.
response time
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.
return material authorization
Expected return of material from the customer to the service provider.
RMA
revenue
The amount received or gained, usually measured in money.
serial number
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.
service-order history
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
service-order material costs
The costs of the materials that are required to carry out the service order.
service-order other costs
The costs required to carry out a service order, that cannot be classed as material costs or labor costs.
service-order quote
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.
service activity
An activity with tasks and cost lines linked to it. This activity can be also be a linked to a coverage type.
service area
A specific geographic area that is covered by one or more service engineers (employees). A service area can be linked to a service center.
service car
Means of transport, linked to a service employee, for transportation from and to the customers work location.
service department
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.
service contract
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.
service employee
Person(s) working for the service department.
service engineer
A trained technician who carries out the service activities within his/her own organization or on the customer's location.
service-item data
Information about the service item.
service item group
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.
service kit
A mobile warehouse in which components used during service activities are stored.
service-kit types
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.
service order
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.
service organization
A part of a company or an independently operating company to maintain production means and/or installations.
service price
The price of service activities or maintenance activities carried out at regular intervals as part of periodic maintenance of an installation.
service type
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.
skill
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.
solution time
The agreed maximum time that can elapse between the registration of a call and the time the problem must be solved.
solution
Codes on calls and service orders that enable you to analyze the orders.
subcontract
Arrange for part or all of the work to be carried out by a third party.
success percentage
An indication of the chance that a quote is accepted.
support engineer
A trained technician responsible for executing helpdesk activities.
task
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.
terms
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 class
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
use-based maintenance
Preventive maintenance that takes place after a certain period of use, independent of the condition of the item at that moment.
UBM
warranty duration
Warranty period. The period that the warranty is valid, expressed in time units.
warranty limit
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).
warranty terms
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.
warranty
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.
Probability Analysis
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.
Service Resolution History
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.
Statistics
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
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.
Repair Warranty
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.
ATP
The item quantity that is available to be promised for a customer either immediately, or at a specific time in the future.
ATP check
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.
reference 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.
preventive maintenance scenario
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.
counter measurement type
Measurement based on a counter that can be decreasing or increasing.
Example
Mileage and Machine hours
measurement unit
Unit of the measurement.
Example
Kilometers, Hours, Millimeters and so on.
position
The point where the measurement is performed.
Example
Measuring profile of a tire, specify Left Front/ Right Front and so on.
maintenance trigger
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.
maintenance trigger set
The set of maintenance triggers that is used to trigger maintenance notifications during measurements.
maintenance notification
A notification that is generated based on a measurement and a related maintenance trigger.
follow up
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
counter value
The summarized value of all measurements performed for a numeric measurement or the last known measurement of an alphanumeric measurement.
counter on meter
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.
counter reading group
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.
counter readings
A combination of a measurement type and position that is linked to a serialized item and holds information such as counter value.
trend
The information that is necessary to calculate the trend of numeric measurements.
territory
An area by which objects are grouped.
preferred engineer
Service engineer selected to perform the activities.
workload
The total workload of the planned activities, service order and unexpected workload.
required capacity
The total available capacity of the service engineer.
rule book for maintenance scenarios
The book that contains rules that defines which maintenance scenarios must be used when a maintenance plan is generated.
territory
An area by which objects are grouped
measurement type
Kind of measurement that must be done. Example measure profile, acid level, mileage.
condition based measurement type
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.
measurement
The actual measurement that takes place.
inspection
The actual inspection that takes place.
counter start date
Date when the counter value is started with counting or when the item is in use.
expected maintenance moment
Moment when maintenance must be executed on the item.
activity set
Group of service order activities, work order activities, or planned activities.
attribute
A field of service order, work order, or planned activity in the context of group planning. Example Installation Group.
attribute value
The field value of an order. Example Floor K1
group
A group of activity sets.
resource
A service engineer that executes a service order or a department that is responsible for executing a planned activity or work order.
alternative
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.
visit report template
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.