Creating service problem codes

Service problem codes identify requests, concerns, or problems that customers frequently experience. Create service problem codes that are specific to your customer needs. With any call type your employee can enter a specific service problem code to provide reporting on frequency of that type of call. The service problem code may also contain all the information needed to create a work order.

To create service problem codes:

  1. Select Operations > Call Center > Service Problem Codes.
  2. Click New Record.
  3. Specify this information:
    Organization
    Enter the organization to which the service problem code belongs if you use multi-organization security.
    Service Problem Code
    Enter a unique code identifying the service problem, and then enter a description of the service problem code in the adjacent field.
    WO Type
    Select a type of work order to create for the service problem code.
    Standard WO
    Enter the standard work order with which to associate the service problem code.
    Priority
    Select the priority for work orders created from this service problem code.
    Class
    Enter the class with which to associate the service problem code. The system automatically populates Class Org.
    Equipment
    Enter the equipment to associate with the service problem code. The system automatically populates Equipment Org.
    Note: Equipment can also be selected on the Call Center form or GIS map when processing an action request.
    Out of Service
    Select if the service problem code is not used.
    WO Class
    Enter the work order class with which to associate the service problem code. The system automatically populates WO Class Org.
    Temporary Fix Turnaround
    Enter the amount of time it will take for the problem to be fixed temporarily by entering in an amount, and then select the unit of time.
    Permanent Fix Turnaround
    Enter the amount of time it will take for the problem to be fixed permanently by entering in an amount, and then select the unit of time.
    Note: Temporary Fix Turnaround and Permanent Fix Turnaround are used to calculate promise dates on the Call Center form when Service Problem Code is selected.
    Penalty Factor
    Enter the penalty factor with which to associate the service problem code.
    Equipment Usability
    Enter the code identifying the equipment's usability. The system automatically populates Equipment Usability Org.
    Note:  Equipment Usability is used in penalty reports when penalty amounts depend upon equipment usability.
  4. Click Save Record.