Processing an action request

To process an action request:

  1. Select Operations > Call Center > Call Center.
  2. Click New Record.
  3. Choose one of the following options:
    • Work Address

      Enter the address or intersection where work is requested.

    • Landmark

      Enter a popular landmark to retrieve an address if the exact work address is not known.

      Note: If you copied Address 1 or Address 2 from Customer Information, the system inserts the address in Work Address.

      Click Additional Information to view additional information based on the Work Address. See Viewing Additional Information.

  4. Specify this information:
    Equipment
    Enter the equipment on which to perform work. Equipment Org. and Equipment Description are automatically populated.
    Note: Click View Customer Equipment to view and select from equipment associated with this customer.

    Click Additional Equipment to view and select from all equipment associated with this customer. The system automatically populates Multiple Equipment if more than 1equipment is selected.

    Service Problem Code
    Enter the service problem code. The system can automatically populate Service Problem Code for the work order based on the selected knowledge base article. See Performing a Knowledge Base Search.
    Temporary Fix Promise Date
    Enter the date by which the work will be fixed temporarily.
    WO Class
    Enter the class of the work order.
    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.
    Permanent Fix Promise Date
    Enter the date by which the work will be fixed permanently.
  5. Click Perform Map Search.
  6. Perform a GIS map search. See Performing a GIS map search (Infor EAM) for information on searching the GIS map.
  7. Choose one of the following options:
    • Return Equipment

      Click to return equipment to the action request.

    • Return Work Order

      Click to return a work order to the action request. The system associates the customer request with this existing work order.

    • Close

      Click to close the GIS Map Search page.

    • Associate Map

      Click to attach the map to the customer request as a .PDF file.

    • Update Work Address

      Click to update the work address on the Call Center form with the selected equipment. This is used when the equipment is a physical address.

    Note: If you attach the map to the customer request, click the Documents tab to view it.

    If your system does not have the GIS module, select Equipment from the list of values.

  8. Enter linear reference information. The system only displays Linear Reference Details if the equipment record for which to create the work order is a linear equipment record. See Defining regular work order headers.
  9. Click Create WO.
  10. Choose one of the following options:
    • Link work order to customer request

      Select the Work Order, and then click Link to Request. The system automatically populates Work Order, WO Class, Work Order Org., WO Priority, and selects Duplicate.

    • Generate a new work order

      Click Create New WO. The new work order is created and Work Order is automatically populated.

  11. Click Save Record.