Call (tsclm1100m000)

Field Information

Register

Caller's Name

The name of the person who reports the problem.

Phone

The contact phone number of the customer.

Business Partner

The code of the sold-to business partner for whom you handle the call.

If this field is entered, the call is for an external business partner. Otherwise, the call is for internal purposes.

Blocked

If this check box is selected, the call is blocked.

Note: You select blocking reasons on the Blocking tab in the Call Parameters (tsclm0100m000) session. If you have selected any blocking reasons, LN performs blocking checks on a call each time you change the call's status.

Installation Group

The installation group that the call-related item belongs to.

Description

The name of the Installation group.

Item

The item to which the call relates.

Note: 

• The item's general project code is entered in the first field. The item's service code is entered in the second field.
• If the Items Service by Office is Mandatory check box is selected in the General Service Parameters (tsmdm0100m000) session, you can only select an item that is linked to the specified Service Office. The service items are linked to the service office in the Items - Service by Service Office (tsmdm2120m000) session.

Serial Number

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

This serial number is selected from the Serialized Items (tscfg2100m000) session, which includes other details such as item code and description, Installation group, business partner, and item grouping.

Note: 

• The serialized item must belong to the selected installation group.
• If the serial number is selected by zooming to the Serialized Items (tscfg2100m000) session, only items from the selected Installation group will be displayed.

Warranty

If this check box is selected, this indicates that the call-solving costs are covered by warranty.

Alternate Serial Number

The business partner's serial number.

Description

A short description of the call's problem.

Comment

A detailed problem description.

Address

The address code of the item to which the call relates.

Depending on the information entered, and in order of preference, the address code is taken from:

• Serialized Item
• Parent Item
• Installation Group
• Ship-to Business Partner
• Sold-to Business Partner

Address

Address details retrieved from the Addresses (tccom4130s000) session.

Reported Problem

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

Call Group1

call group

Call Group2

A second code given to the calls for further categorization purposes not covered by Call Group1.

Problem Priority

The priority assigned to the reported problem, selected by the person who takes the call, from a list of values in the Priorities (tcmcs0170m000) session.

Note: 

• If the Use Priorities in Reaction Time Calculation check box is selected in the Call Parameters (tsclm0100m000) session, the priority is used to calculate the call's priority factor.
• LN defaults this value in the Call (tsclm1100m000) session, only if the priority is not defined for the Problem in the Problems (tsclm3130m000) session.

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.

Turnaround Time Terms

LN selects this check box if a TAT Document is linked to the contract specified for the Search Item or the Serial Number. The TAT data of the TAT Document linked to that contract is copied to the TAT Document created for the call.

Reaction Time

The reaction time.

Note: LN calculates this value based on the reported time and the reaction period. For more information, refer to Priorities.

Latest Solution Start Time

The solution start time.

Note: LN calculates this value based on the reported time and the solution start period. For more information, refer to Priorities.

Latest Solution Finish Time

The solution finish time.

Note: LN calculates this value based on the reported time and the solution finish period. For more information, refer to Priorities.

Solution Times Calendar

The calendar, retrieved from the Response Types (tsclm0120m000) session, that is used to calculate the solution start time and the solution finish time.

Terms Expire On

The date that the warranty agreement, if any, between the customer and the service organization expires.

Call

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

Emergency

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

Bad Fix

If this check box is selected, the call is considered a bad fix.

Note: 

• LN will select this check box if both of the following conditions apply:

  • The call relates to a serialized item.
  • The call is received within the time fence specified in the Call Parameters (tsclm0100m000) session.
• 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.

Status

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.

Comment

Comment History

Use the arrow buttons to view any previous comments for this call.

BP Details

BP Call Number

The reference number of the business partner's call. Used for emergency contact purposes.

Origin

The medium through which the call is received from the business partner.

Number of Enclosures

The number of enclosures relating to the call.

Location Contact

A unique alphanumeric code that identifies a contact.

Note: If the contact code selected for this field is not that of a sold-to BP, the Contact for %1$s must have the role Sold-to. error message appears.

Phone

The phone number of the business partner.

Country

The country where the business partner is located.

Language

The code of the business partner's operating language.

You can select this language in the Languages (tcmcs0146m000) session.

Description

The business partner's operating language.

Invoice-to Business Partner

The business partner who is invoiced for the call's costs.

Invoice-to BP

The name of the invoice-to BP.

Address Code

Address code of the invoice-to business partner.

Note: 

• This field is only available if the sold-to BP is filled in.
• Default value is the address specified in the invoice-to BP's general business partner details.

Invoice-to Contact

The code of the invoice-to BP contact.

Phone

Phone number of the invoice-to BP contact.

Invoice Interval

The code of the invoice interval used.

Invoice intervals are created, viewed, and maintained in the Invoicing Intervals (tsclm0170m000) session.

Description

The description of the selected invoice interval.

Currency

The currency in which the invoice-to business partner operates.

Invoice Text

If this check box is selected, invoice text is present.

Invoice Created

If this check box is selected, an invoice has been created.

Pay-by Business Partner

The code of the business partner who pays for solving the call.

Pay-by BP

The name of the business partner who pays for solving the call.

Address Code

Address code of the pay-by business partner.

Pay-by Contact

The code of the pay-by BP contact.

Phone

Phone number of the pay-by BP contact.

Rental Request

The code of the rental equipment request that is created based on the data specified in the Call.

Description

The description or name of the code.

Project Pegging

Project

The project to which the cost is pegged.

Note: The Project Cost Account to which cost is pegged is a combination of Project, Element and Activity.

Description

The description or name of the code.

Element

The element that is linked to the project.

Note: The Project Cost Account to which cost is pegged is a combination of Project, Element and Activity.

The description or name of the code.

Activity

The activity that is linked to the project.

Note: The Project Cost Account to which cost is pegged is a combination of Project, Element and Activity.

The description or name of the code.

Routing

Call Center

The call center where the call was registered.

Call Taker

The user who registers the call.

Reported Time

The date and time when the call is received and registered.

Parent Call

If the call has been derived from a previous (parent) call, that call's code will be displayed here.

Because only one problem can be logged for each call, if a business partner calls with more than one problem, a corresponding number of calls must be created. To create such calls, choose Create Follow-up Call... on the appropriate menu, or use CTRL + F1.

Follow-up Call

If the customer has made a follow-up (child) call, the call's code will be displayed here.

Follow-up calls are usually created when a customer reports more than one problem at the same time, because only one problem can be logged for each registered call.

Note: If a call already has one or more follow-up calls, the code of any new follow-up call will be filled in on the last call in the chain of follow-ups.

Support Department

The support department to which the call has been assigned by the call center.

Support Engineer

The support engineer to whom the call has been assigned.

If the support engineer is unable to solve the call, you can reassign the call to a different support center.

Depot Repair

Search Item

The code of the item. Based on this item you can check if coverage is provided for the delivery line or part loan line.

Note: The Contract/Warranty is picked up based on the Covered Item/Serial.

Serial Number

The serial number of the covered item.

Related Order

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

If a call cannot be solved by the support engineer and the related item must be shipped to the depot for maintenance work, the call is transferred to a maintenance sales order.

Service Office

The service department assigned by the support center to carry out the activity required to solve the call.

Note: If a call is moved to Service Order Control , the order is created with this department.

Master Routing

The master routing code used for the call. If a service order is generated for this call, the reference activities linked to the default routing option defined for this master routing are generated.

Note: The master routing is used in the call if the Use Master Routing check box is selected in Call Parameters (tsclm0100m000) session.

Service Engineer

The code of the service engineer to whom the service order has been assigned.

Related Order

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

Note: The time spent solving the call will be invoiced.

Service Order Quote

The service order quote number which is linked to the call. To create a service order quote, click Create quote.

Related Field Change Order

The field change order (FCO) that is linked to the call. If a FCO is present for a item, LN prompts the user to link the FCO to the call and opens the Field Change Orders (tssoc5100m000) session to allow the user to select the FCO.

Line

The field change order lines. If the field change order line is linked to a call, you can transfer the FCO line to a service order. The FCO line is updated with the service order details when you transfer the call to a service order. You can resolve the call only if you transfer the call to field service order.

Subcontractor Agreement

subcontract agreement

Description

The name of the subcontractor agreement.

Buy-from Business Partner

buy-from business partner

This field is filled in automatically from the subcontractor agreement, if the item that the call relates to is covered by such an agreement. This occurs if the Item field on the Register tab is filled in with a serialized item or model item, covered by a subcontractor agreement.

Name

The name of the business partner.

Address

The buy-from business partner address.

This field is filled in automatically if the call-related item is covered by a subcontractor agreement.

Ship-from Business Partner

ship-from business partner

This field is usually filled in if a subcontract provider (buy-from BP) has several branches, and if the branch that carries out the service is the ship-from BP. This enables the ship-from BP nearest to the item's location address to be selected to provide the service.

You can only change the ship-from BP if a buy-from BP is present, and if only ship-from BPs related to the buy-from BP are displayed.

Address

The ship-from business partner address.

Diagnosis

Response Type

The response time code.

LN uses the following search path to determine the default value:

• If a service contract covers the call's Installation group or item, the response time defined for the service contract in the Contract Help Desk Terms (tsctm1135s300) session is the default.
• The response time defined for the call's sold-to business partner in the Business Partner (tccom4100s000) session, however, if no response time is defined in this session:
• The response time selected in the Call Parameters (tsclm0100m000) session.

Description

The name or description of the response time.

Initial Priority

The priority given to the call when first registered, based on the initial time left to solve the call, and selected from the range of values in the Priority Time Scale (tsclm0124m000) session.

LN bases the initial priority on the initial time left. The initial time left is the product of the priority factor and the solution start time or the solution finish time. The Priority Definition method selected in the Call Parameters (tsclm0100m000) session determines whether the solution start time or the solution finish time is used to determine the initial time left.

Coverage Type

The coverage type that is used to determine the warranty or contract coverage allocation.

Actual Priority

The current priority of the call, determined by the actual time left and the values defined in the Priority Time Scale (tsclm0124m000) session.

Latest Comment

Any extra information describing the problem.

Solution Text

Any extra information gathered to provide the actual solution, compared to the expected solution.

Expected Problem

expected problem

Note: This field is displayed only if the Use Diagnostics check box is selected in the General Service Parameters (tsmdm0100m000) session.

Expected Solution

expected solution

Note: This field is displayed only if the Use Diagnostics check box is selected in the General Service Parameters (tsmdm0100m000) session.

Required Activity

The required activity selected from the Reference Activities (tsacm1101m000) session.

Duration

The planned duration for solving the registered problem.

• The duration of the activity that is entered in the Required Activity field.
• The duration of the solution that is entered in the Expected Solution field.

Time Duration Unit

The time unit in which the solution duration is expressed. The time unit for duration is defined in the General Service Parameters (tsmdm0100m000) session.

Earliest Start Time

The earliest date and time when the service engineer can start resolving the Reported Problem.

Latest Finish Time

The latest date and time when the service engineer can resolve the Reported Problem.

Actual Problem

actual problem

Note: This field is displayed only if the Use Diagnostics check box is selected in the General Service Parameters (tsmdm0100m000) session.

Actual Solution

actual solution

Note: This field is displayed only if the Use Diagnostics check box is selected in the General Service Parameters (tsmdm0100m000) session.

Activity Taken

The activity that is carried out to solve the problem.

Spent Time

The total amount of time the support engineer spent solving the call. This value, subject to constraints of the invoice interval, is used to invoice the business partner.

Down Time

The actual downtime registered by the support engineer.

Actual Time Left

The time that the support engineer has to resolve the Reported Problem.

Note

actual time left = (initial time) - (time lapsed)
				

Initial Time Left

The total time that the support engineer has to resolve the Reported Problem.

Note: 

                           Initial Time Left = Latest Solution Start Time/Latest Solution Finish Time - Reaction Time
                        

LN calculates this value based on the calendar period defined for the Response Type.

Appointment

If this check box is selected, the call-taker or support engineer has an appointment with the customer.

To set an appointment, click the appropriate button on the toolbar, or choose ... option on the appropriate menu.

Assessment Time

The time when the call was assigned to the support engineer.

Solution Time

The time when the call status was changed to Solved.

Accepted Time

The date and time of the execution of the call.

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.

Reason

The reason why the call has been put on hold.

Note: If the Waiting check box is cleared, the text in this field is also cleared.

Item Picture

The picture of the standard item, defaulted from the Items (tcibd0501m000) session.

Serialized Item Picture

The serialized item picture, defaulted from the Serialized Items (tscfg2100m000) session.

Defective Item Picture

The picture of the defective item. You can add the defective item picture sent by the customer.

Pricing Contract

The pricing contract 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 Line

The contract configuration line linked to the call for which contract price is defined.

Pricing Contract Change

The contract change number linked to the call.

Coverage Time

The coverage time of the call for which a pricing contract, a coverage contract, or a warranty is defined.

Contract Ignored

If this check box is selected/cleared, the following are the possible scenarios:

• If this check box is selected, and Pricing Contract, Pricing Contract Change Number and the Pricing Contract Line fields are specified, a valid service contract is linked and the sales price of the service contract is overruled. LN allows you to modify the sales price defined for the call invoice line.
• If this check box is selected, and Pricing Contract, Pricing Contract Change Number and the Pricing Contract Line fields are not specified, a service contract is not linked to the call.
• If this check box is cleared, and Pricing Contract, Pricing Contract Change Number and the Pricing Contract Line fields are specified, a valid service contract exists and pricing terms data is used.
• If this check box is cleared, and Pricing Contract, Pricing Contract Change Number and the Pricing Contract Line fields are not specified, a valid service contract does not exist.

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.

Coverage Contract

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

Coverage Contract

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

Business Partner Priority

The priority defined for the business partner.

Note: The value in this field is defaulted from the Call Parameters (tsclm0100m000) session, only if the priority is not defined for the Sold-to Business Partner in the Sold-to Business Partner (tccom4110s000) session.

Description

The description or name of the code.

Serialized Item Priority

The serialized-item priority.

Note: LN defaults this value in the Call (tsclm1100m000) session, only if the priority is not defined for the Serialized Item in the Serialized Items (tscfg2100m000) session.