Call History (tsclm8520m000)
Use this session to display current and history (deleted) calls.
Field Information
- Call Number
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The code that identifies the call. This code is used for internal reference, and for immediate contact purposes.
- Call Description
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The call's description.
- Status
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The status of the call.
- Sold-to BP
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The code of the sold-to business partner that made the call.
Note: If this field is filled in, the call is for an external customer. Otherwise, the call is handled for an internal customer. - Reaction Time
- Reported Problem
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The reported problem. Selected from the Problems (tsclm3130m000) session.
- Actual Problem
- Installation Group
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The installation group that the item for which the call is raised belongs to.
- Description
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A description of the installation group that the call relates to.
- Item
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The code of the item to which the call relates.
- Serial Number
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The serial number of the item to which the call relates.
- Sold-to business partner Call Number
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The number that the sold-to business partner gives to the call.
- Emergency
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If this check box is selected, the call is considered an emergency.
- Waiting
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If this check box is selected, the call has been put on hold by the user, who can be the call-taker, support engineer, or service engineer, to allow more time to solve the call.
- Blocked
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If this check box is selected, the call has been blocked for reasons specified in the Call Parameters (tsclm0100m000) session.
- Bad Fix
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If this check box is selected, the call is considered a bad fix.
- Actual Priority
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The priority that is given to a call in the Call (tsclm1100m000) session.
The priority is determined by comparing the calculated initial time left to solve a call, with the corresponding solution time defined in the Priority Time Scale (tsclm0124m000) session.
- Problem Priority
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The priority given to the call, based on the nature of the call's problem. The call-taker chooses the priority value from a range of values in the Priorities (tcmcs0170m000) session.
- Sold-to BP Priority
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The priority assigned to a business partner in the Sold-to Business Partner (tccom4110s000) session.
Note: If, in the Call Parameters (tsclm0100m000) session, the Use Priorities in Reaction Time Calculation check box is selected, the business partner priority is used to calculate the call's priority factor. - Item Priority
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The priority assigned to an item based on the installation group the item belongs to. You select the Installation group's priority in the Installation Group session.
Note: If, in the Call Parameters (tsclm0100m000) session, the Use Priorities in Reaction Time Calculation check box is selected, the item priority is used to calculate the call's priority factor. - Follow-up Call
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The call number of a call which follows from the present one.
- Parent Call
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The call from which the current call has been derived.
- Support Department
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The code of the support department assigned to solve the call.
- Support Engineer
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The code of the support engineer to whom the call has been assigned.
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The name of the support engineer to whom the call has been assigned by the call-taker.
- Service Order
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The number of the service order if the call is transferred to Service Order Control .
- Service Office
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The code of the service department assigned to solve the call.
- Service Order Quote
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The service order quotation number linked to the call.
- Maintenance Sales Order
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The number of the maintenance sales order if the call is transferred to Maintenance Sales Control .
- Subcontractor
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The business partner with whom an agreement is signed to provide the subcontracting service, also known as the buy-from business partner.