Call Overview (tsclm1509m000)

Use this session to:

  • Register new calls.
  • Maintain and display existing calls, including summarized general, diagnosis, priority, and routing data.

The related details session is the Call (tsclm1100m000).

Use the following options to view the related orders within the service package and the related orders originating from the packages such as Purchase, Manufacturing and Warehouse:

  • Related To:

    Starts the Graphical Browser Framework that displays the orders which originate from the current order.

  • Related From:

    Starts the Graphical Browser Framework that displays the orders that originate from the specific order.

Graphical Browser Framework allows you to view Multi level relations of the orders. You can view the details using the following options:

  • View Details:

    Use this option to view the details of the related order.

  • Reverse Tree:

    Use this option to start the Graphical Browser Framework in reverse mode starting from the order you select. For example, if you open Graphical Browser Framework in Related To mode, you can use the reverse option to view the orders in the Related From mode.
Note: 
  • To create pro forma invoice for the call, you can use the Pro Forma Invoices option from the Print option on the Action menu. The Process Service Order Pro Forma Invoices (tssoc2291m000) session is displayed to process the pro forma invoices for the calls.
  • To view the Pro Forma Invoicing Workbench (cisli3640m000), you can use the Pro Forma Invoices from the Reference menu.

Field Information

Call

The code that identifies the call. This code is used for internal reference, and for immediate contact purposes.

Status

The status of the call.

Allowed values

Registered

The call is registered and can be handled further. This status is the initial status of the call.

Assigned

The call is assigned to a support department or support engineer.

In Process

The call is handed over to a support engineer, who then starts to work on a solution.

Transferred

The call has been transferred to Service Order Control or Maintenance Sales Control . In either case, the number of the order created for the call appears on the Routing tab of the Call Overview (tsclm1509m000) session.

Solved

A solution has been found and the problem is solved.

Accepted

The solution given has been accepted by the business partner.

Reported Time

reported time

Sold-to BP

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.
Name

The name of the sold-to business partner (customer) for whom the call is being handled. If this field is filled in then the call is for an external business partner, otherwise it is for internal purposes.

Installation Group

The installation group that the item for which the call is raised belongs to.

Item

The code of the item to which the call relates.

Serial Number

The serial number of the item to which the call relates.

Turnaround Time Document

The code of the Turnaround Time Document linked to the call.

Note: 
  • This field is displayed only if:
    • The Turnaround Time check box is selected in the Implemented Software Components (tccom0100s000) session.
    • The Service (TS) check box is selected in the Turnaround Time Parameters (tcttm0100m000) session.
  • A Turnaround Time Document is created for the Call only if an applicable term is available in the Turnaround Time Terms (tcttm0110m000) session.

Description

The description or name of the code.

Call Group1

The code that identifies the call group category.

Description

The name or description of the call group category.

Call Group2

The code that identifies the subordinate call group category.

Reported Problem

The reported problem. Selected from the Problems (tsclm3130m000) session.

Expected Problem

expected problem

Expected Solution

expected solution

Actual Problem

actual problem

Actual Solution

actual solution

Actual Time Left

The time left to solve the call.

Note: To update this field, on the appropriate menu, choose Update Actual Time Left.

Reaction Time

reaction time

Latest Solution Start Time

solution start time

Latest Solution Finish Time

solution finish time

Waiting

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

If this check box is selected, the call has been blocked for reasons specified in the Call Parameters (tsclm0100m000) session.

Emergency

If this check box is selected, the call is considered an emergency.

Actual Priority

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

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

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

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 Groups (tsbsc1100m000) 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.
Bad Fix Priority

The priority assigned to a bad fix.

Note: If, in the Call Parameters (tsclm0100m000) session, the Use Priorities in Reaction Time Calculation check box is selected, the bad fix priority is used to calculate the call's priority factor.
Support Department

The code of the support department assigned to solve the call.

Description

The name of the service department assigned to solve the call.

Service Order Quote

The service order quote number which is linked to the call. To create a service order quote, click Create Quote in the Call (tsclm1100m000) session.

Support Engineer

The code of the support engineer to whom the call has been assigned.

Name

The name of the support engineer to whom the call has been assigned by the call-taker.

Related Service Order

The number of the service order if the call is transferred to Service Order Control .

Service Office

The code of the service department assigned to solve the call.

Maintenance Sales Order

The number of the maintenance sales order if the call is transferred to Maintenance Sales Control .

Buy-from Business Partner

The business partner with whom an agreement is signed to provide the subcontracting service, also known as the buy-from business partner.

Coverage Contract

If this check box is selected, a valid coverage contract is linked to the call.

Note: This is a display field.
Coverage Contract

The code of the coverage contract that is linked to the call.

Pricing Contract

If this check box is selected, a valid service pricing contract is linked to the call.

Note: 

This is a display field.

This field is visible only if the Use Prices in Service Contracts check box is selected in the Contract Management Parameters (tsctm0100m000) sessions.

Pricing Contract

The pricing contract linked to the call.

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