| # Call (tsclm1100m000) Use this session to register new calls and to maintain call details, including general data, business partner data, routing data, and diagnosis data. 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. Integration with Infor LN Quality Infor LN allows you to create non-conformance reports for service objects, using the Create Non-Conformance Report option on the Action menu. The Non-Conformance Reports (qmncm1100m000) session is invoked, wherein you can create the report for the service object. Infor LN allows you to link non-conformance reports for service objects, using the Link Non-Conformance Report option on the Action menu. The Non-Conformance Reports (qmncm1100m000) session is invoked, wherein you can select the report to be linked to the service object. You can use the Unlink Non-Conformance Report option on the Action menu to unlink the Non-Conformance report. The Related Orders - Non-Conformance Reports (tsmdm4500m100) session is invoked, wherein you can select the report to be unlinked. Note These non-conformance report options are visible only if the Non-Conformance Reports check box is selected in the General Service Parameters (tsmdm0100m000) session. The Create Non-Conformance Report option is enabled only if the Item is specified for the service object. Related topics Call diagnostics Call handling Integration between LN and Twitter Project pegging in depot repair Linking pricing contract on call Register Caller's Name The name of the person who reports the problem. Phone The contact phone number of the customer. Sold-to BP 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. Related topics To unblock calls, service orders, and sales orders 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. 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 A category used to group calls for selection purposes. 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 Calculating Times 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. 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 Sol. 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 Sol. 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 Cal. The calendar, retrieved from the Response Times (tsclm0120m000) session, that is used to calculate the solution start time and the solution finish time. Warranty Expiry Date 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 Calculating Times check box is selected, the bad fix priority is used to calculate the call's priority factor. Related topics Sold-to BP Priority Item Priority Problem Priority Status Status 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. Tel. 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 BP The business partner who is invoiced for the call's costs. Related topics Integration between LN and Twitter Invoice-to BP The name of the invoice-to BP. Address 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. Invoice Interval 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 BP 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 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. 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. For more information, refer to Project pegging in depot repair 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 covered item. Use the field to check if you can provide coverage(either from a Warranty or from a Contract) to the item that is delivered or loaned to the customer Note The Contract/Warranty is picked up based on the Covered Item/Serial. Search Item 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/Repair Department 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 Quotation The service order quotation number which is linked to the call. To create a service order quotation, click Create Quotation. 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. Related Field Change Order 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 The agreement between the service organization and the subcontractor. Description The name of the subcontractor agreement. Buy-from BP 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. Related topics Default means of communication 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. Related topics Default means of communication Ship-from BP 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. Related topics Default means of communication Address The ship-from business partner address. Related topics Default means of communication Diagnosis Response Time 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. Related topics Response time Coverage Type The coverage type that is used to determine the warranty or contract coverage allocation. Response Time 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. Related topics Item Priority Problem Priority Sold-to BP Priority Priority 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 The problem as assessed and classified by the support engineer. Note This field is displayed only if the Use Diagnostics check box is selected in the General Service Parameters (tsmdm0100m000) session. Expected Solution The solution to the expected problem as determined by the support engineer. 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. Duration 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 The real problem as determined by the service/support engineer. Note This field is displayed only if the Use Diagnostics check box is selected in the General Service Parameters (tsmdm0100m000) session. Actual Solution The definitive solution as determined by the service/support engineer, which solved the actual problem. 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 Appointment 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 Item - General (tcibd0101s000) 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. Generate Generates a new serial number. Go To Displays the follow-up call or a parent call linked to this call. Follow-up Call Displays the follow-up call linked to this call. Parent Call Displays the parent call linked to this call. This option is enabled only if a parent call, linked to this call, exists. Transfer to Service Order Transfers the call to service order (field service). Transfer to Service Order with Status Planned Transfers the call to a service order and plans the order. Transfer to Maintenance Sales Order Transfers the call to a maintenance sales order (depot repair). Part Maintenance Transfers the call to a part maintenance sales order. Part Delivery Transfers the call to a part delivery maintenance sales order. Part Receipt Transfers the call to a part receipt maintenance sales order. Part Loan Transfers the call to a part loan maintenance sales order. Part Receipt and Delivery Transfers the call to a part receipt and part delivery maintenance sales order. Transfer to Customer Claim Transfers the call to a customer claim. Start/Stop Timer Records the time spent to solve a call. Transfer to other Transfers the call to a document other than a service order or a maintenance sales order. Service Order Quotation Transfers the call to a service order quotation. Maintenance Sales Quotation Transfers the call to a maintenance sales quotation. Planned Activity Transfers the call to a planned activity. Field Change Order Transfers the call to a field change order. Subcontractor Transfers the call to a subcontractor. Resend Call to Subcontractor Resends a call to subcontractor. In Process Processes the call. The Status of the call is set to In Process. This option is enabled only if the Status of the call is set to Registered, Assigned or In Process. Solve Confirms the completion of the processing of the call. The Status of the call is set to Solved. This option is enabled only if the Status of the call is set to In Process. Accept Confirms customer acceptance of the solution provided by a Support Engineer. The Status of the call is set to Accepted. This option is enabled only if the Status of the call is set to Solved. Call to be Invoiced Creates an invoice for the call. |