Call Status handling

The call status and the diagnosis related data is updated based on the work order processing:

  • When the status of a work order activity line that is generated from a transferred call is set to Completed:
    • The status of the related call is set to Solved.
    • The actual problem/solution code and the problem/solution text are copied to the related call.
    • The Activity Taken field of the related call is updated with the reference activity of the work order activity line.
  • When the status of a work order activity line that is generated from a transferred call is set to Canceled, Infor LN displays a message to confirm if the call status must be set to Solved. If you select No, the call status is reverted from Transferred to the previous status. In case of a master routing with multiple work order activity lines, this message for confirmation is displayed only when the last activity line status is set to Canceled and the other related activity lines status is set to Completed, Signed-off, Closed or Canceled.
Note: When a work order activity line is generated for a routing operation of a master routing linked to a transferred call, the status of the related call is set to Solved only after the last work order activity line (for the last routing operation) is set to Completed.