EnterpriseOne JDE5 Customer Service Management PeopleBook

EnterpriseOne JDE5
Customer Service Management
PeopleBook
May 2002
EnterpriseOne JDE5
Customer Service Management PeopleBook
SKU JDE5ECSM0502
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Table of Contents
Overview
1
Customer Service Management Overview......................................................1
System Features...................................................................................................... 1
System Integration................................................................................................... 4
Setup
6
General Setup .................................................................................................6
Setting Up CSMS Constants ................................................................................... 6
Setting Up User Defined Codes for CSMS.............................................................. 8
Setting Up System Next Numbers........................................................................... 12
Setting Up Product Family and Model Combinations.............................................. 13
Setting Up Customers and Service Providers ......................................................... 15
Setting Up Inventory Information ............................................................................. 23
Setting Up Automatic Accounting Instructions ........................................................ 30
Installed Base Management
33
Installed Base Management............................................................................33
Terms and Concepts ............................................................................................... 34
Setting Up Installed Base Records.......................................................................... 35
Creating Installed Base Records ............................................................................. 41
Working with the Installed Base .............................................................................. 63
Scheduling Maintenance for Installed Equipment ................................................... 78
Reviewing the Customer Reference Report............................................................ 84
Service Contract Management
85
Service Contract Management........................................................................85
Service Contract Management Process .................................................................. 86
Terms and Concepts ............................................................................................... 86
Setting Up Service Contracts .................................................................................. 88
Managing Service Contracts ................................................................................... 114
Billing for Contracts.................................................................................................. 149
Working with the Amortization Process ................................................................... 155
Reviewing Service Contract Reports....................................................................... 160
Call Management
165
Call Management ............................................................................................165
Call Capture............................................................................................................. 165
Call Queue Management......................................................................................... 166
Terms and Concepts ............................................................................................... 166
Understanding the Interface .................................................................................... 167
Setting Up Call Management................................................................................... 168
Call Management Process ...................................................................................... 171
System Integration................................................................................................... 171
Entering Call Information ......................................................................................... 192
Working with Calls ................................................................................................... 230
Working with Computer Telephony Integration ....................................................... 239
Resolving Calls ........................................................................................................ 242
Managing the Call Work Center .............................................................................. 255
Billing for Calls ......................................................................................................... 278
Reviewing Call Management Reports ..................................................................... 285
Service Order Management
294
Service Order Management Process Flow.............................................................. 294
Setting Up Service Order Management................................................................... 297
Working with Service Orders ................................................................................... 301
Processing Service Orders...................................................................................... 355
Billing and Paying Service Orders ........................................................................... 366
Returned Material Authorization
372
Returned Material Authorization......................................................................372
Setting Up RMA Defaults......................................................................................... 373
Working with Returned Material Authorizations ...................................................... 377
Unit - Knowledge Management
384
Knowledge Management.................................................................................384
Terms and Concepts ............................................................................................... 384
Setting Up the Knowledge Base.............................................................................. 385
Working With Knowledge Management Transactions............................................. 401
Customer and Supplier Self-Service ...............................................................401
CSMS (Self-Service) Web Solution
406
Setting Up Self-Service for Customers and Suppliers............................................. 406
Working with Calls on the Web................................................................................ 407
Working with Service Orders on the Web ............................................................... 410
Reviewing Service Contracts on the Web ............................................................... 417
Appendices
418
Setting Up Advanced Pricing for CSMS ..........................................................418
Setting Up Preference Hierarchies .......................................................................... 418
Setting Up Customer Service Detail Groups ........................................................... 421
Setting Up Price Adjustment Definitions.................................................................. 425
Setting Up Adjustment Schedules ........................................................................... 428
Setting Up Adjustment Details................................................................................. 430
Attaching Adjustment Schedules to Contracts, Service Orders, and Calls ............. 433
Billing for CSMS ..............................................................................................436
Generating the Invoice Workfile .............................................................................. 436
Printing Invoices ...................................................................................................... 438
Working with A/R and G/L Entries ........................................................................... 438
Voucher Processing for CSMS........................................................................442
Generating the Voucher Workfile ............................................................................ 442
Working with A/P and G/L Entries ........................................................................... 443
Working with Prepayments..............................................................................444
Authorizing Prepayment Transactions..................................................................... 445
Working with Prepayment Transactions .................................................................. 446
Vertex Quantum for Sales and Use Tax..........................................................451
Overview
Customer Service Management Overview
The J.D. Edwards Customer Service Management System (CSMS) allows your
manufacturing and distribution company to deliver excellent customer service efficiently,
accurately, and consistently. CSMS allows you to manage all aspects of customer service,
including:
•
Receiving and responding to calls
•
Scheduling equipment repair
•
Generating service contracts
•
Tracking customer purchases and service
Customer service is critical to the long-term survival and success of every company for the
following reasons:
•
The level of service that your customers receive before, during, and after the original
sale significantly affects your customers' next purchase. This concept applies to your
product offerings as well as service offerings, and ultimately determines your position
in the market.
•
The efficiency and effectiveness of your service operations directly affect your
organization's bottom line. Efficient service processes increase overall profit by
minimizing product support costs and creating customer confidence, which often
results in ongoing service contracts.
The Customer Service Management System allows your organization to meet its service
goals by:
•
Providing world-class customer responsiveness
•
Operating efficient and cost-effective customer service processes
•
Achieving maximum service revenue
System Features
The Customer Service Management System consists of five modules:
•
Installed Base Management
•
Service Contract Management
•
Call Management
•
Service Order Management
•
Knowledge Management
1
The following graphic illustrates how you can achieve maximum service revenue. The levels
of CSMS features build on each other when your customer purchases a product. CSMS uses
customer and product information that you enter once in order to operate efficient and costeffective service processes.
Installed Base Management
The Installed Base Management module allows you to enter and manage product registration
and product master records. You can create and track current and historical information
associated with each product or piece of equipment that you manufacture or sell. Key product
information that you can track includes the following:
•
Product registration
•
Recall management
•
Depreciation schedules
•
Preventive maintenance scheduling
•
Product maintenance history
•
Product life analysis and costing
Service Contract Management
The Service Contract Management module allows you to record and manage service contract
agreements. You can configure multiple types of contracts to fit your company's needs. A
contract is a written agreement between a customer and a provider (contractor).
This module also provides features to accommodate various pricing methods, including
advanced pricing, and helps you manage contract renewals by automatically generating new
contracts when contracts expire. Key features of this module include the following:
•
Configurable service packages
•
Base and extended warranty information
•
Contract Renewals
•
Flexible billing
2
•
Integrated entitlement processing
•
Prepayment processing
•
Advanced pricing
Call Management
The Call Management module provides the features and functions to record contact between
customers and consultants. It is the central point of contact for all customer interaction. This
module allows you to store and track customer issues. An issue is a question or problem for
which a customer wants a solution. You can track the ownership of the issue, the dates and
times that an issue is received and completed, the root cause analysis, and the client data
throughout the life of the issue. Key features of this module include the following:
•
Call log and disposition history
•
Statistical reporting
•
Call queues
•
Entitlement checking
•
Service billing
•
Front end to Knowledge Management
Knowledge Management
The Knowledge Management module allows you to review and associate symptoms,
analyses, and resolutions with calls and service orders. Key features of this module include
the following:
•
Database of problems, research and testing, and solutions
•
Reusable units of knowledge
•
Knowledge management transactions, in which you can associate a symptom from a
call or service order with multiple analyses and resolutions
Service Order Management
The Service Order Management module allows you to create a service order to process
customer requests that cannot be resolved over the phone. You can create a service order to
request that work be performed at the customer site or at a repair depot. Service orders
provide the central database for all service and repair information and events associated with
an equipment record, inventory item number, or product model. Key features of this module
include the following:
•
Planning for labor, parts, and product maintenance
•
Online service order approval process
•
Estimating service capability
•
Entitlement checking
•
Service Billing
3
The system also provides the method for managing Returned Material Authorizations
(RMAs), which are authorizations from the supplier for the customer to return inventory for
credit, replacement, or repair.
System Integration
To simplify your processes and facilitate communication within your organization, the
Customer Service Management system integrates with other J.D. Edwards systems,
including:
Financials
Accounts
Receivable
The Accounts Receivable system allows you to receive payment for services provided
or for product purchases.
Accounts
Payable
The Accounts Payable system allows you to pay service providers.
General
Accounting
The General Accounting system allows you to review, approve, and post inventory
journal entries to the general ledger.
Fixed Assets
The Fixed Assets system allows you to depreciate company-owned equipment, which
may be used for loaners, leases, or rentals.
Human Resources and Payroll
Human Resources and
Payroll Foundation
The Human Resources and Payroll Foundation system allows consultants
to record time spent assisting a customer on a call.
Manufacturing
Plant and Equipment
Management
The Plant and Equipment Management system allows you to set up
maintenance schedules for your products.
Work Orders
The Work Orders system contains records that you create in the Service
Order Management module.
Service Billing
The Service Billing system allows you to generate and print invoices for
contracts, service orders, and calls.
Distribution
Advanced Pricing
The Advanced Pricing system allows you to apply complex pricing methods to service
contracts, service orders, and calls.
Inventory
Management
The Inventory Management system allows you to record item information and to issue
inventory to a service order.
4
Sales Order
Management
The Sales Order Management system allows you to update the Installed Base
Management module to create installed base records for new pieces of equipment.
Procurement
The Procurement system allows you to purchase spare parts and supplies.
The following graphic illustrates how added features for each of the CSMS modules work with
existing features of other systems, all based on the OneWorld architecture, for a complete
solution.
5
Setup
General Setup
Before you can use certain features of Customer Service Management, you need to define
the information that is critical for system processes.
General setup tasks are the tasks that you must perform to set up any or all of the modules
that comprise the Customer Service Management system (CSMS).
Topics
Setting up system constants
Setting up user defined codes for CSMS
Setting up next numbers for CSMS
Setting up product family and model combinations
Setting up customers and service providers
Setting up inventory information
Setting up automatic accounting instructions for CSMS
Setting Up CSMS Constants
CSMS constants define the default information for the entire system. Constants control the
types of information that you track and the rules that the system uses to perform certain
calculations.
See Also
Setting Up Call Management Constants
Setting Up Service Order Constants
Setting Up Contracts Constants
Setting Up Installed Base Constants
►
To set up CSMS constants
From the Customer Service Setup menu (G1740), choose Customer Service Constants.
6
1. On the General tab of CSMS System Constants Revisions, enter the customer
address book number in the following field for customer-specific base warranties:
•
Customer Number for Base Warranties
If you leave this field blank, base warranties are created using the Sold to Address
Book Number on the sales order or the owner address book number on the Installed
Base record as the customer number.
If you enter an address book number in this field, the base warranties that are
created using the Installed Base Update program and the Installed Base Revisions
are created with this address book number as the customer number.
2. To specify the type of organizational structure to use in the address book when
searching for parent/child contracts, complete the following field:
•
Parent/Child Structure Type
3. To specify the code that is used in the Work Day Calendar to indicate holidays,
complete the following field:
•
Day Type Code for Holidays
The system uses this information during the entitlement checking process.
4. To enable CSMS, click the following option:
•
CSMS Installed
5. To validate combinations of product models and families, click the following option:
7
•
Validate Product Family/Model Combination
When you turn on this option, the system allows users to enter only the combinations
that have been set up in the Product Family/Model Master table (F1790).
6. To use the customer number to automatically check for previous calls or service
orders when you are entering a call or service order, click the following option:
•
Check for Previous Calls and Service Orders on Customers
7. To use the equipment number, inventory item number, or product model to
automatically check for previous calls or service orders when you are entering a call
or service order, click the following option:
•
Check for Previous Calls and Service Orders on Piece of Equipment
8. To require users to choose knowledge base codes from the knowledge tree, click the
following option:
•
Use Knowledge Base Tree for Selecting Knowledge Base Codes
If you do not turn on this option, the system allows you to choose symptoms,
analyses, and resolutions from the Knowledge Base Codes Search & Select program
(P17761S).
9. To use workflow to approve a knowledge base for reuse, click the following option:
•
Use Workflow for Approving Knowledge Base for Re-Use
10. To integrate with the graphical parts book, click the following option:
•
Use Graphical Parts Book
If you are using Enterprise Asset Management (EAM), this constant controls the
interface between the Manufacturing Work Order Parts List program (P3111) and
Intelligent Graphic Solution (IGS). IGS is a graphical tool that can illustrate
equipment, buildings, and inventory item assemblies. This integration allows you to
link between EAM and IGS to locate parts and documentation for work orders.
11. To choose whether to perform system-wide entitlement checking for service orders
and calls by using the customer (owner) or site number (location), click the
appropriate option:
•
Customer
•
Site
12. Click OK.
Setting Up User Defined Codes for CSMS
User defined codes (UDCs) enable you to customize the Customer Service Management
System for your particular business needs. Although a number of pre-defined codes are
provided with the CSMS system, you can revise them and set up new codes.
8
Topics
UDCs for Installed Base Management
UDCs for Service Contract Management
UDCs for Call Management
UDCs for Service Order Management
UDCs for Work Orders
UDCs for Knowledge Management
See Also
•
User Defined Codes in the OneWorld Foundation documentation for additional
information about setting up user defined codes
UDCs for Installed Base Management
You can access most of the following UDCs from the Installed Base User Defined Codes
menu (G17411).
12/C1
Major Accounting Class
12/C2
Major Equipment Class
12/C3 through Equipment Category Codes 3 through 10
12/C0
12/F1 through Category Codes F/A 11 through 20
12/F0
12/21 through Category Codes F/A 21 through 23
12/23
17/B1 through Installed Base Category Codes 1 through 10
17/B0
17/PA
Product Family codes. Use to categorize and group Installed Base records based on the
type of product (for example, inkjet printers, laser printers, and dot matrix printers).
17/PM
Product Model codes. Use to categorize and group Installed Base records based on a
specific model within a product family.
See Also
User Defined Codes in the Enterprise Asset Management documentation for more
information about equipment category codes
UDCs for Service Contract Management
You can access most of these UDCs from the Service Contract User Defined Codes menu
(G17441).
9
52/CS
Contract Status
51/CT
Contract Type
17/CN
Cancellation Reason Code
17/S1 through 17/S5 Service Types 1 through 5
17/C1 through
17/C5
Coverage Category Codes 1 through 5
17/H1 through
17/H0
Contract Header Category Codes 1 through 10
17/D1 through
17/D5
Contract Detail Category Codes 1 through 5
00/EX (from the
Service Contract
Setup menu,
G1744)
Tax Explanation Codes. You set up tax explanation codes to attach to your customer
master records to calculate taxes in conjunction with the customer's tax area, as
applicable. For example, you can set up tax explanation codes for Value Added Tax
(VAT) as it applies to your Canadian customers.
H91/TZ
Time Zones
UDCs for Call Management
You can access these UDCs from the Call User Defined Codes menu (G17431).
17/PR
Call Priority
17/CR
Call Reason
17/SC
Call Source
17/ST
Call Status
17/CT
Call Type
17/EN
Environment
17/GR
Geographic Region
H91/TZ
Time Zone
17/WT
Work Type
17/CB
Call Back
17/TN
Task Name
17/01
through
17/10
Call Category Codes 1 through 10
10
00/RR
Object In Use Application ID. Use this user defined code table to check when objects are in
use in specific applications and to allow only one person at a time to access a record.
Set this user defined code to check access in the Customer Call Entry program (P17501). To
activate record locking, the first character of the special handling code is 1. If you do not want
to perform record locking, the first character of the special handling code is 0.
40/RN
Returned Material Authorization Status. If you are using the Returned Material Authorization
(RMA) module, you must also set up the RMA status user defined codes
UDCs for Service Order Management
You can access the following UDCs from the Service Order User Defined Codes menu
(G17421):
17/SG
Service Group
17/WT
Time Entry Hour Type
UDCs for Work Orders
You can access these UDCs from the Work Order User Defined Codes menu (G4842).
00/TY
Type Codes
00/PR
Priority Codes
00/SS
Status Codes
00/W1
Phase or Matter
00/W2 through 00/W5 User Codes 2 through 5
UDCs for Knowledge Management
You can access the following UDCs from the Knowledge Management User Defined
Codes menu (G17451).
48/K1 through 48/K5
Knowledge Management Codes CC 1 through 5
11
Setting Up System Next Numbers
When you enter a document, such as an invoice, a voucher, a work order, or a journal entry,
you can assign a document number or let the Next Numbers program assign one. Next
numbers is an automatic numbering feature. The Next Numbers program assigns numbers to
documents using either or both of the following types of numbers:
•
Standard next numbers. The system finds the next available number in the Next
Numbers - Automatic table (F0002) and assigns that number to the document.
•
Next numbers by company and fiscal year. The system finds the next available
number by company and fiscal year, or by company only, in the Next Numbers by
Company/Fiscal Year - Automatic table (F00021).
Next numbers work in conjunction with the data dictionary. Each data dictionary item that
uses next numbers contains a next numbering index value that corresponds to the line
number containing the next number value for that data item.
J.D. Edwards makes several important recommendations to set up next numbers. J.D.
Edwards recommends that you:
•
Do not change a next number. Changing the numbers can result in duplicates as well
as the inability to locate previously added numbers. If you must change a next
number, change it to a greater value only.
•
Do not delete next number values. If you delete a next number value, you might get
unexpected results.
•
Do not change the sequence of the next numbers in the table. Each next number
must remain on its current line because programs reference a specific line in the
table. For example, in the General Accounting system, the next number for journal
entries must be on the second line. .
•
Do not use blank as a next number value.
You can have the system assign check digits for any set of standard next numbers. Check
digits prevent errors caused by transposition during data entry. For example, activating check
digits in the address book for suppliers prevents a voucher from being assigned to the wrong
supplier if digits are transposed during voucher entry.
J.D. Edwards recommends that you use check digits for next numbers only if a transposition
during data entry is likely to create errors.
►
To review next numbers
From the General Systems menu (G00), choose Next Numbers.
You can review the next numbers that the system assigns to invoices and other documents.
You can also have the system assign check digits for any set of standard next numbers.
Check digits prevent errors caused by transposition during data entry.
1. On Work With Next Numbers, scroll down to find the system that you want to review,
or use the following query by example field to find the system:
•
System
2. Choose the system that you want to review and click Select.
12
3. On Set Up Next Numbers by System, verify information in the following field:
•
Next Number Range 1
4. Choose the Check Digits Used option for each number that you want to activate
check digits.
Note
J.D. Edwards recommends that you use check digits for next numbers only if a transposition
during data entry is likely to create errors.
5. Click OK.
Setting Up Product Family and Model Combinations
Product family and model combinations are user defined codes that allow you to categorize
and manage your assets, as well as link to the Knowledge Base to track failures.
You can set up product family and model combinations to assign each product model to the
appropriate product family. A family is a larger group, which can contain many models. A
model is a more specific group, which only can belong to one family.
For EAM, an example of family and model combinations might be a Forklift family, with
models of Gas Engine and Electric Engine. For CSMS, an example might be a Printer family,
with models of Laser and Ink Jet.
13
►
To set up product family and model combinations
From the Customer Service Setup menu (G1740), choose Product Family/Model
Revisions.
1. On Work with Product Family/Model Revisions, click Add.
2. On Product Family/Model Revisions, to create a UDC for a product family, complete
the following field:
•
Product Family
3. To create UDCs for product models within this family, complete the following field:
•
Product Model
4. To define the default responsible business unit for this product family and model
combination, complete the following field and click OK:
•
Responsible BU for Service
The system uses the value from this field only if you have set up your CSMS
constants to use the responsible business unit by product family and model.
5. Repeat steps 2 through 4 for each product family and model combination that you
need.
14
Setting Up Customers and Service Providers
You can use the Address Book system to create a database of information about your
customers and service providers, including their addresses and phone numbers. The system
creates a table, the CSMS Address Book Information table (F1797), which is an extension of
the Address Book Master table (F0101) and which stores the additional CSMS address book
information.
For EAM, you must define CSMS information in business units and in the address book
records of employees who create or revise service orders. The installed base record uses the
business unit to represent the primary site and owner of the asset.
Topics
Setting up customer records
Setting up service provider records
Setting Up Customer Records
You must create an address book record for a customer before you can use Customer
Service Management to create contracts, enter calls, or enter service orders for them.
►
To set up customer records
From the Customer Service Setup menu (G1740), choose Address Book Revisions.
1. On Work With Addresses, click Add.
15
2. On Address Book Revision, complete the steps to enter a customer record.
See Working with Address Book Records in the Address Book documentation.
3. Click the Additional tab, and then click the following option to indicate whether you
accept receivables from this customer:
•
Receivables Y/N
4. To create contracts, enter calls, or enter service orders for your customer, you must
also add Accounts Receivable information to the customer record. On Address Book
Revision, choose A/R from the Form menu, complete the Customer Master Revision
form, and click OK.
See Creating Customer Records in the Accounts Receivable documentation.
5. On Address Book Revision, choose CSMS from the Form menu.
16
6. On Working With Customer Service Management Information, click Add.
Note
If you need to delete a customer, click Delete on the Working With Customer Service
Management Information form. The system only deletes the CSMS information from
the F1797 extension table and does not affect the F0101 master table.
17
7. On Customer Service Management Information, click Customer.
18
8. On Customer Information Revisions, complete the following fields:
•
Contracts
Enter the adjustment schedule that you want the Advanced Pricing system to use
to price contracts.
•
Service Orders
Enter the adjustment schedule that you want the Advanced Pricing system to use
to price parts and labor to bill service orders.
•
Calls
Enter the adjustment schedule that you want the Advanced Pricing system to use
to price a call.
•
Default Service Provider
The system retrieves this information when you enter a service order for this
customer.
•
Geographic Region
The system retrieves this information when you enter a call for this customer.
•
Service Order Service Type
The system retrieves this information when you enter a service order for this
customer.
•
Time Zone
This required field contains the time zone of the customer. It is used to calculate
commitment date and time for calls and service orders.
•
Daylight Savings Rule
This field applies to the time zone of the customer.
•
Work Center
The system uses the work center for entitlement checking and to retrieve the
workday calendar. If you do not set up your work center, you must set up a
workday calendar that is set for ALL.
The following fields are reserved for future use: Default Dealer, Standard Carrier, and
Shipment Tracking.
9. After you complete the fields on Customer Information Revisions, click OK.
19
Setting Up Service Provider Records
Service providers enter calls and fulfill your service orders. By maintaining records on service
providers, you can also track customer satisfaction regarding each service provider. For
example, a service provider can be a consultant on a call, a technician on a service order, or
an authorized dealer. Set up service providers in the address book.
►
To set up service providers
From Customer Service Setup menu (G1740), choose Address Book Revisions.
1. On Work With Addresses, click Add.
2. On Address Book Revision, complete the steps to enter a customer record.
See Working with Address Book Records in the Address Book Guide.
3. Click the Additional tab and complete the following field to indicate whether the
service provider receives payments from your company:
•
Payables Y/N/M
4. If the service provider is also a customer, you must complete the following field:
•
Receivables Y/N
5. From the Form menu, choose CSMS.
6. On Working With Customer Service Management Information, click Add.
Note
If you need to delete a service provider, click Delete on the Working With Customer
Service Management Information form. The system only deletes the CSMS
information from the F1797 extension table and does not affect the F0101 master
table.
7. On Customer Service Management Information, click Service Provider.
20
8. On Service Provider Revisions, to view service providers as active or inactive for
reporting purposes, click the following option:
•
Inactive
9. Complete the following fields:
•
ACD Extension
The ACD (Automatic Call Distribution) Extension field is an extension of the
phone system for the provider. When a call is assigned to a service provider, the
system retrieves this extension into the call.
•
Mail Box Designator
When a call is assigned to a service provider, the system places the call into this
mailbox in the Message Center.
If you leave this field blank, the queue that is defined in the mailbox appears as
the default value.
•
Pager/E-mail Address
If you enter a pager or e-mail address, the system notifies the service provider by
page or e-mail when a call or service order is assigned to that service provider.
•
Work Center
21
The system uses the work center for entitlement checking and to retrieve the
workday calendar. If you do not set up your work center, you must set up a
workday calendar that is set for ALL.
•
Time Zone
This required field contains the time zone of the service provider, which is used
to calculate commitment date and time for calls and service orders.
•
Daylight Savings Rule
This field applies to the time zone of the service provider.
The Service Group field is reserved for future use.
10. On the Default Account Number tab, complete the following fields:
•
Home Business Unit
•
Object Account
•
Subsidiary
The system retrieves the G/L account number for time entry purposes when you
enter time for a call.
11. On the Adjustment Schedules tab, complete the following field:
•
Claims
Enter the adjustment schedule that you want the Advanced Pricing system to use
to price parts and labor for paying service providers.
12. On the Payment/Pricing tab, to indicate the pricing method to use to pay the service
provider, click one of the following options:
•
Flat Rate
•
Time and Materials
•
None
13. To indicate that you are paying the service provider for parts used for a repair, click
the following option:
•
Pay Service Provider for Parts
14. After you complete the fields on Service Provider Revisions, click OK.
22
Foundation
Address
Book
The Address Book system contains addresses, tax IDs, adjustment schedules, and pricing
information for customers and service providers.
Setting Up Inventory Information
Customer Service Management uses the Inventory Management system to store CSMS
related information about items in inventory. When you use CSMS with the Inventory
Management system, you must create an item master and assign the item to a branch/plant
location. The information that is specific to a CSMS item master includes product family and
product model information.
Topics
Creating an item master
Assigning an item to a branch/plant
Creating an Item Master
You must enter master information for all stock and non-stock items. Master information
includes the item number, item name, description, and other general information about the
item. The system uses this information to identify each item in the distribution and
manufacturing systems.
You may want to enter one item that you can use as a template when you enter additional
items. On your item template, you can enter field values that are common to the other items
that you want to add. When you add the new items, you locate the item template and then
modify field values as necessary.
When you enter a new item, the system creates an item master record in the Item Master
Information table (F4101) and stores information specific to CSMS in the Item Master Customer Service Extension table (F4117). After you have created the item master record,
you cannot delete master information for the item if any of the following information exists:
•
Item branch records
•
Bills of material
•
Item cross-reference numbers
•
Supplier relationships
•
Sales prices
Before You Begin
Enable access to Customer Service information by clicking the CSMS Installed option
on the CSMS System Constants Revisions form. See Setting Up System Constants.
Verify that the processing options for Item Master (P4101) are set with item defaults,
versions, and display options when you add an item to the system.
23
See Entering Item Master Information in the Inventory Management Guide for
detailed descriptions of the processing options for the Item Master program (P4101).
►
To create an item master
From the Inventory Master/Transactions menu (G4111), choose Item Master.
1. On Work with Item Master Browse, click Add.
24
2. On Item Master Revisions, complete the steps to enter item master information, then
return to the Work with Item Master Browse form.
See Entering Item Master Information in the Inventory Management Guide.
3. From the Row menu, choose Addl. System Info.
4. On Additional System Information, click the Customer Service tab.
25
5. Complete the following fields:
•
Product Model
•
Product Family
•
Responsible BU for Service
•
Cost Type
•
Field Disposition Code
•
Mfg Disposition Code
•
Disposition Code 3
•
Disposition Code 4
•
Disposition Code 5
6. Click one or both of the following options:
•
Returnable
•
Repairable
When you click the Repairable option, the system sends the item to a repairable
warehouse if an RMA is issued. If repairable is not checked, the product, if
returned, is sent to a scrap warehouse.
26
You can choose Model/Family Search from the Form menu to search for a product
model and family combination.
7. Click OK.
Assigning an Item to a Branch/Plant
You can assign an item to a branch/plant to indicate where the item is located. The
information about an item might differ from warehouse to warehouse. For example, taxes
might be applicable to an item in one warehouse but not in another. You might also have
different quantity requirements for items, depending on the warehouse. Every J.D. Edwards
system that retrieves item information searches for the item branch/plant information before
using item master information.
When you add branch/plant information, the system creates a record in the Item Branch table
(F4102) and stores information specific to CSMS in the Item Branch - Customer Service
Extension table (F41171).
Before You Begin
Verify that the processing options for Item Branch/Plant Information program (P4102)
are set with item defaults, versions, and display options when you attach an item to a
branch/plant in the system.
See Also
Entering Branch/Plant Information in the Inventory Management documentation for
detailed descriptions of the processing options for the Item Branch/Plant Information
program (P4102).
Working with Item Locations in the Inventory Management documentation for
descriptions of fields on Item Branch Revisions and Additional Item Branch
Information
►
To assign an item to a branch/plant
From the Inventory Master/Transactions menu (G4111), choose Item Branch/Plant.
1. On Work With Item Branch, click Add.
27
2. On Item/Branch Plant Info., complete the following fields and click OK:
•
Branch/Plant
•
Item Number
3. For non-serialized items in CSMS, complete the following fields:
•
Lot Process Type
•
Serial No. Required
•
Shelf Life Days
For more information, see Entering Branch/Plant Information in the Inventory
Management Guide.
4. Return to the Work With Item Branch form.
5. From the Row menu, choose Addl. System Info.
6. On Additional System Info, click the Customer Service tab.
28
7. Revise the following fields or accept the system default values:
•
Product Model
•
Product Family
•
Business Unit
•
CSMS Cost Type
The system retrieves this value into the parts list on a service order and also
uses it with costing.
8. Complete the following fields:
•
Field Disposition Code
•
Mfg Dispostion Code
•
Disposition Code 3
•
Disposition Code 4
•
Disposition Code 5
9. Click one or both of the following options:
•
Returnable
29
•
Repairable
10. Click OK.
The system retrieves item information from the Item Master, but you must click OK to update
the database. If you click Cancel, information from the form is not saved in the database.
Setting Up Automatic Accounting Instructions
To record financial transactions, you must identify information about your account structure
and specific account values in order to process transactions properly. You define your
account structure and specific account values by using automatic accounting instructions
(AAIs). The system stores the AAI values in the Automatic Accounting Instructions table
(F40905). Whenever a program performs an accounting function, it accesses the Automatic
Accounting Instructions table. The system uses AAIs to determine how to distribute G/L
entries that the system generates.
You must create AAIs for each unique combination of company, transaction, document type,
and G/L class that you anticipate using. Distribution AAIs define the rules by which the
Customer Service Management system and the general ledger interact. Accounting AAIs
define the rules by which the CSMS, Accounts Payable, and Accounts Receivable systems
interact. When you define AAIs, you establish how the system processes transactions for
various programs.
Based on the key fields, such G/L Category Code, Document Type, Company, and Cost
Type, the system writes transactions to an account based on the specified business unit,
object account, and optionally, subsidiary.
You can indicate a specific branch/plant for the object account and subsidiary to which the
system creates journal entries. Or you can leave the branch/plant blank. The system
identifies the appropriate branch/plant according to the system constants.
Contract-related distribution AAIs consist of the following:
•
1750, Contract Revenue
•
1751, Contract Short-Term Revenue
•
1752, Contract Long-Term Revenue
•
1753, Contract Cancel Fees
Service work order-related distribution AAIs consist of the following:
•
1742, Service Orders
•
1782, Service Order Claims
Inventory-related distribution AAIs consist of the following:
•
4124, Expense or COGS
•
4122, Inventory
Routing-related distribution AAIs consist of the following:
•
3122, Routing Service Costs
•
3401, Accruals
Call-related distribution AAIs consist of the following:
30
•
1747, Call Center Revenue
•
1792, Call Center Expense
•
1793, Accrued Call Center Expense
•
1794, Call Center Goodwill Expense
See Also
Setting up AAIs for Service Contracts for system-specific information about specifying
G/L codes, search hierarchies, and responsible branch/plants for service contract
transactions
Setting Up AAIs for Service Orders for system-specific information about specifying
G/L codes, search hierarchies, and responsible branch/plants for service order
transactions
Setting Up AAIs for Calls for system-specific information about specifying G/L codes,
search hierarchies, and responsible branch/plants for Call Management transactions
►
To set up automatic accounting instructions
From the Call Setup menu (G1743), choose AAIs - Billing.
1. On Work With AAIs, choose the row that contains the AAI table that you want to set
up.
2. From the Row menu, choose Details.
31
3. On Account Revisions, scroll down to the bottom of the form, complete the following
fields, and click OK:
•
Co
•
Do Ty
•
G/L Cat
•
Cost Type
•
Branch Plant
•
Obj Acct
•
Sub
32
Installed Base Management
Installed Base Management
The Installed Base Management module provides you with the means to enter and manage
product registrations and product master records. You can use this module to create and
track the current and historical information for every product or piece of equipment that you
manufacture or sell.
For example, you can capture information such as distribution dates, distribution channels,
product registrations, product owners, and product locations. By capturing this information,
you provide your consultants with immediate access to the critical data that customers expect
them to have. This data is also critical for supporting outbound direct marketing initiatives.
The Installed Base Management module also provides a database to track all contract and
warranty registration information for sold or serviced products. When you add a product or
piece of equipment, the system can create a base warranty in the Installed Base. The system
uses a set of defaults that define the conditions of the warranty.
Most Installed Base updates are created from information derived from sales orders. You
can, however, create Installed Base records from product registration cards or fixed assets.
The following graphic illustrates the process of creating Installed Base records from a variety
of sources:
You can then update the Installed Base by using any of the following methods:
•
Global update
Global update makes changes for multiple transactions.
•
Installed Base Revisions (P1702)
•
Call Management
•
Contract Management
•
Service Order Management
Installed Base Revisions, Call Management, Contract Management, and Service
Order Management make changes to single records in the system.
33
Topics
Setting up Installed Base records
Creating Installed Base records
Working with the Installed Base
Scheduling maintenance for installed equipment
Reviewing the Customer Reference report
Terms and Concepts
You should be familiar with the following terms and concepts related to Installed Base
Management:
Installed
equipment
Product or equipment items that are included in the Installed Base.
Installed
Base
The comprehensive database of installed products. The Installed Base includes tables that
identify products, the base warranty, and the point of origin, such as a sales order.
Product
Any item or piece of equipment that you want to track.
Product
family
A group of products that have common characteristics and share classification criteria.
Customer
number
The address book number of the customer who owns or leases installed equipment.
Site Number
The address book number of the site where a piece of equipment is located. The site
number can be the same as the customer number, but it might differ if the customer has
multiple sites.
Base
warranty
The warranty that is associated with the equipment. Base warranties are typically included in
the purchase price of the equipment. Included in a base warranty are the service type and
length of time that the product is covered.
Service types A form of support offered to the client for post-sales maintenance of equipment. Examples of
service types might include telephone support, on-site service, or repair and return service.
Contract
coverage
The days of the week and hours of each day during which the service package is in effect.
For example, the coverage term 5 X 8 refers to a contract that covers equipment five days a
week, Monday through Friday, for eight hours each day.
Service
package
The combinations of service type and contract coverage that specify the service support to
which the customer is contractually entitled.
34
Setting Up Installed Base Records
Before you can use certain features of the Installed Base Management module, you must set
up information about the equipment that you want to track. For example, you need to define
warranty characteristics for each piece of equipment that you want to track in your Installed
Base.
If you own equipment that you lease to customers, you need to perform a variety of setup
tasks associated with Equipment/Plant Maintenance. For more information, refer to the
Equipment/Plant Maintenance Guide.
Topics
Setting up Installed Base constants
Setting up base warranty defaults
Before You Begin
Set up general CSMS information and system constants. See Setting Up System
Constants.
Whether you sell or lease equipment to a customer, you must set up equipment
constants. See Setting Up Fixed Asset Constants in the Fixed Assets documentation.
Set up the depreciation default and asset cost account. See Setting Up Depreciation
Default Values.
Caution
You must have the depreciation default set correctly for a valid asset cost account and a
responsible business unit, or the setup will fail.
See Also
Setting Up Equipment in the Enterprise Asset Management documentation for more
information about identification numbers, AAIs, and so on
Understanding User Defined Codes in the Enterprise Asset Management
documentation for more information about setting up category codes for equipment
information tracking and Installed Base Management.
Setting Up PM Schedule Information in the Enterprise Asset Management
documentation for more information about setting up standard maintenance
procedures and rules for scheduling maintenance
Setting Up Installed Base Constants
To define default information for the entire system, you set up system constants. Constants
control the types of information that you track and the rules that the system uses to perform
certain calculations. You can also define whether the system uses the asset, unit, or serial
number as the default primary number that displays for the Installed Base item. The
information that you enter for the primary number overrides the primary number information
stored in the company constants.
35
►
To set up Installed Base constants
From the Customer Service Setup menu (G1740), choose Customer Service Constants.
1. On CSMS System Constants Revisions, click the Installed Base tab.
2. Complete two of the following fields:
•
Symbol to Identify Asset Number
•
Symbol to Identify Unit Number
•
Symbol to Identify Serial Number
One of the above three fields must be left blank. The blank designates the
primary number that is used in Installed Base. J.D. Edwards strongly
recommends that symbols be used as valid values instead of letters. J.D.
Edwards also recommends that these primary number settings be in synch with
the Fixed Asset constants.
3. To update the site number on all contracts related to installed base record installation
site changes, click the following option:
•
Push Site Change To Contract
If site number has changed, that change is applied to all contracts for the item.
4. To update the start and end dates on base warranty contracts only related to
installed base record installation date changes, click the following option:
36
•
Push Installation Date Change to Base Warranty Contract
Date changes do not apply to billable contracts.
5. To update the inventory number on all contracts related to installed base record
installation inventory number changes, click the following option:
•
Push Inventory Number Change to Contracts
6. To create installed base record for non-serialized items when you run the Installed
Base Update - Unified program (R17024), click one of the following options:
•
Create One-to-One
When you click this option, the system creates a serialized number in the user
defined code table (40/SN) for each unit of one in the Basic Serial Numbers table
(F4220) and creates an installed base record for the single item.
•
Create Many-to-One
When you click this option, the system creates a single installed base record for
the item, regardless of the quantity.
Note
This option works in conjunction with the Serial Number Required Flag in the Item
Branch/Plant program. For non-serialized items that you want to track in CSMS, the
Serial Number Required field on the Item Branch/Plant Info. form must be set to 6 in
order for you to create installed based records for non-serialized items.
7. Click OK.
Setting Up Base Warranty Defaults
You must provide the system with information about the warranty that you offer for each
product or piece of equipment in your Installed Base, such as the length of time for which the
warranty is valid and the type of service package provided by the warranty. You can set up
default warranty information based on a number of variables. For example, you can set up
base warranty information based on a product model and product family, and then modify the
warranty, based on additional criteria such as the customer or country.
In addition, you must add a sequence of one or more rules for using variables such as
customer number or branch/plant, to determine the default warranty values that apply to a
specific Installed Base item.
The following graphic illustrates the tables that store base warranty default information:
37
Topics
Setting up warranties
Setting up warranty rules
►
To set up warranties
From the Installed Base Setup menu (G1741), choose Warranty Default Entry.
1. On Work with Warranty Defaults, click Add.
38
2. On Warranty Defaults Revisions, complete the following fields:
•
Service Package
•
Warranty Life In Days
•
Line Type
Line Type must be a CSMS line type that is identified as a base warranty line
type.
3. Complete the following optional field:
•
Warranty Float in Days
Warranty Float in Days are additional days that are added to the base warranty
to allow for shipping time.
4. To define the criteria for assigning a base warranty, complete any of the following
optional fields and click OK:
•
Customer Number
•
Country
•
Branch/Plant
•
Inventory Item Number
39
•
Product Model
•
Product Family
You can quickly search for a product family and its associated models by choosing
Model/Family Search from the Form menu.
Only service package and length of time differentiate base warranties.
►
To set up warranty rules
From the Installed Base Setup menu (G1741), choose Warranty Default Entry.
You use warranty rules to determine how the system applies warranties to a specific Installed
Base item. The sequence in a warranty rule indicates the order for using variables, such as
customer number, or branch/plant, to determine the default warranty values that apply to a
specific Installed Base item.
1. On Work with Warranty Defaults, choose Warranty Rules Seq. from the Form menu.
2. On Warranty Defaults Rules Sequence, complete the following fields for each
sequence number and click OK:
•
Sequence Number
•
Customer Number
•
Country
40
•
Branch/ Plant
•
Inv. Item Number
•
Prod. Model
•
Prod. Family
J.D. Edwards recommends that you set up warranty rules from the most specific to
the most general. The more fields that are checked Y in a sequence, the more
specific the warranty rule.
Creating Installed Base Records
You can create Installed Base records manually for those products that are not processed
through sales orders.
When you create installed base records, the system creates records in the following tables
when you run this process:
•
Asset Master table (F1201)
•
Equipment Master Extension table (F1217)
•
Installed Base Location History (F1731)
•
Status History (F1307)
•
Parent History (F1212)
Depending on how you have set up your processing options and whether you are creating a
base warranty, the system also creates records in the Contract Detail table (F1721). Based
on the sales contract, the system automatically generates warranty entitlement information
for the product.
Topics
Creating a single Installed Base record
Entering product registration
Running Installed Base Update
Creating Installed Base records from fixed assets
Creating a Single Installed Base Record
You can use the Work with Installed Base form to create an Installed Base record for
products that are not captured by the Installed Base updates.
►
To create a single Installed Base record
From the Daily Installed Base Processing menu (G1711), choose Installed Base Entry.
1. On Work with Installed Base, click Add.
If you are revising an existing record, you might not be able to revise certain fields on
the form.
41
2. On Installed Base Revisions, complete the following fields:
•
Site Number
•
Owner Number
•
Serial Number
Serial Number is a required field depending on processing options.
•
Inventory Number
Inventory Number is a required field depending on processing options.
•
Acquired Date
•
Installation Date
The system date is the default value for the date fields. The system retrieves the
description from the inventory item number.
3. Complete any of the following optional fields:
•
Equipment Status
•
Unit Number
•
Proof of Purchase
42
If the Proof of Purchase field is blank, the Date field is enabled. If a non-blank
value is entered, the dates are disabled. If you write a billable contract for an
installed base item, the Proof of Purchase and date fields are protected.
•
Product Model
•
Product Family
•
Parent Number
4. To specify whether the piece of equipment is owned by the company, click the
following option:
•
Company Owned
When you click OK, the system validates that the serial number and product model
combination is unique.
5. Click the Classification 1 tab.
6. Complete any of the fixed asset category code fields as appropriate.
You can access the remaining 13 equipment category code fields by clicking the
Classification 2 tab.
7. Click the Classification 3 tab.
43
8. Complete the following optional field:
•
Product Component
9. Complete any of the Installed Base category code fields as appropriate.
10. Click the Accounting tab.
44
11. Complete the following required fields:
•
Company
•
Responsible Business Unit
•
Account Number
These fields might already contain default values from processing options.
12. Complete the following field with a value other than blank to prevent transactions
from being applied to this record:
•
Subledger Inactive Code
13. Click the Service tab.
45
14. Complete the following fields:
•
Service Provider
•
Service Technician
•
Lease Start Date
•
Lease End Date
•
Leased From
15. Click OK to create the record.
Processing Options for Work with Installed Base Entry (P1701)
Defaults
Enter the default for the Equipment Master Category Code selections. Blanks will select all.
1. Category Code 1 (Accounting Class)
2. Category Code 2 (Equipment Class)
3. Category Code 3 (Manufacturer)
4. Category Code 4 (Model Year)
5. Category Code 5 (Usage Miles or Hours)
6. Category Code 6
7. Category Code 7
8. Category Code 8
9. Category Code 9
10. Rate Group
Versions
Enter the version for the following programs If left blank the version in parentheses will be the default
46
value.
1. Installed Base Revisions
P1702 (ZJDE0001)
2. Scheduling Workbench
P48201 (ZJDE0002)
3. Status History
P1307 (ZJDE0002)
4. Message Log
P1205 (ZJDE0002)
5. Equipment PM Schedule
P1207 (ZJDE0002)
6. Cost Summary
P122101 (ZJDE0003)
7. Bill of Material Inquiry
P30200 (ZJDE0001)
8. Service Contracts
P1720 (ZJDE0001)
9. Call History
P17500 (ZJDE0003)
10. Inventory Master
P4101B (ZJDE0001)
11. Supplemental Data
P00092 (ZJDE0005)
12. Installed Base Related Orders
P17023 (ZJDE0001)
13. Installed Base Parent/Child
P12017 (ZJDE0002)
14. Location Information
P1201 (ZJDE0001)
15. Location Inquiry
P12215 (ZJDE0001)
16. Location Transfer
P12115 (ZJDE0001)
Entering Product Registration
You can use the product registration program to enter installed base records quickly. For
example, if you sell bike helmets, you don't have to create installed base records for each
bike helmet that you sell. But you can include product registration cards with each helmet and
customers can send you product and customer information. You might use this program to
track new product promotions, product life cycles, and customer demographics.
The Quick Product Registration program (P1705) is not a browse/inquiry form. The fields on
the tab headers can be default entry values for multiple entries to the grid. As you create
multiple product registration entries, the system adds the entries to the grid area. For
example, you can enter information from registration cards that have been sorted by item. If
you enter the item information on the Product Defaults tab once, you are able to enter
multiple site and owner numbers. Conversely, if you would like to create multiple product
registration entries for a single customer, you can enter the customer information once and
then enter multiple items and branch plants.
Before You Begin
You must enter the customer information in the Address Book system. See Working
with Address Book Records in the Address Book documentation.
47
You must ensure that items that you enter in the product registration entry form have
defined CSMS information.
►
To enter product registration
From the Daily Installed Base Processing menu (G1711), choose Product Registration
Entry.
You can only use the Quick Product Registration form to enter customer and product
information. To review installed base entries, you must inquire using the Installed Base Entry
program (P1701).
You can enter information in the tab header fields that are default entry values that apply to
multiple product registration entries. For example, you can enter product information on the
Product Defaults tab once, and enter multiple site and owner numbers. As you create multiple
product registration entries, the system adds the entries to the grid area.
1. On Quick Product Registration, click the customer Defaults tab and complete the
following fields for customer information:
•
Site Number
•
Owner Number
You can enter both a site number and an owner number. If you enter either a site
number or an owner number, the system uses the value as the default for the
other address book number.
•
Installation Date
48
2. Click the Product Defaults tab to complete the following fields for product information:
•
Branch
•
Inventory Number
Based on the inventory number, the system retrieves values for product family
and product model information.
The system creates a product registration entry in the grid area.
3. In each grid row, complete the following required fields for each registration entry:
•
Add Row
•
Serial Number
The serial number is only required if you set the serial number processing option
to Required.
4. You can tab to the next row or place your cursor in the next row to continue entering
customer and product information.
5. Click OK.
The system creates installed base records for each of the grid rows.
Note
You can enter serial number, product, and customer information directly into the grid without
entering customer or product information in the tab header area. If you leave the fields in the
49
tab headers blank and enter the customer and product information in the first line, the system
uses these values to populate the grid rows that follow.
Processing Options for Installed Base Revisions (P1702)
Edits
1. Enter a '1' to require the entry of a Unit Number when adding an Equipment Record.
Unit Number Required
(Not applicable for Product Registration application)
2. Enter a '1' to require the entry of a Serial Number when adding an Equipment Record.
Serial Number Required
3. Enter a '1' to require the entry of a Inventory Item Number when adding an Equipment Record
Inventory Item Number Required
4. Enter a "1" to generate Base Warranty Contracts when adding an Installed Base item. "Blank" will not
generate Base Warranty Contracts.
Base Warranty Contracts
5. Enter a "1" to use Acquired Date as the Base Warranty Contract Start Date. "Blank" will use
Installation Date as the Base Warranty Contract Start Date.
Base Warranty Contract Start Date
6. Enter a "1" to require that Base Warranty Defaults exist when adding an Installed Base item.
Require Base Warranty
7. Enter a "1" to automatically display the Base Warranty Contracts after adding an Installed Base Item.
Display Base Warranty
8. Enter a "1" to automatically generate Mailing data when adding an Installed Base item. "Blank" will
not create the Mailing data in the Installed Base Location Details table.
Create Mailing Data for I/B
Defaults
1. Company
2. Responsible Business Unit
Asset Cost Accounting Information
3. Cost Center
4. Account Object
5. Account Subsidiary
6. Enter a '1' to default the Cost Account Information from the Parent Asset when adding Children Assets.
Default Cost Account from Parent
7. Enter a '1' to add an Account Balances Record.
Account Balances Record
8. Beginning Equipment Status to be defaulted.
Equipment Status
Export
1. Enter the Transaction Type for the export transaction. If left blank, interoperability processing will not
be performed.
2. Enter the Outbound Processor Version to call when performing interoperability processing. Default is
'XJDE0002'.
Versions
1. Enter the Version of the Work with Contracts (P1720) when the related option is used. Leave blank to
call version ZJDE0001.
Work with Contracts Version
2. Enter the Version of the Scheduling Workbench (P48201) when the related option is used. Leave
blank to call version ZJDE0002.
Scheduling Workbench Version
3. Enter the Version of the Status History (P1307) when the related option is used. Leave blank to call
version ZJDE0002.
Status History Version
4. Enter the Version of the P & E Message Log (P1205) when the related option is used. Leave blank to
call version ZJDE0002.
P & E Message Log Version
5. Enter the Version of the Equipment PM Schedule (P1207) when the related option is used. Leave
blank to call version ZJDE0002.
Equipment PM Schedule Version
50
6. Enter the Version of the Cost Summary (P122101) when the related option is used. Leave blank to
call version ZJDE0003.
Cost Summary Version
7. Enter the Version of the Bill of Material Inquiry (P30200) when the related option is used. Leave
blank to call version ZJDE0001.
Bill of Material Inquiry
8. Enter the Version of the Quick Customer Add (P01015) when the related option is used. Leave blank
to call version ZJDE0001.
Quick Customer Add
9. Enter the Version of the Calls (P17500) when the related option is used. Leave blank to call version
ZJDE0003.
Calls
10. Enter the Version of the Inventory Master (P4101B) when the related option is used. Leave blank to
call version ZJDE0001.
Inventory Master
11. Enter the Version of the Item Branch/Plant (P41026B) when the related option is used. Leave blank
to call version ZJDE0001.
Item Branch/Plant
12. Enter the Version of the Installed Base Related Order (P17023) when the related option is used.
Leave blank to call version ZJDE0001.
Installed Base Related Orders
13. Enter the Version of the Installed Base Parent / Child (P12017) when the related option is used.
Leave blank to call version ZJDE0002.
Installed Base Parent / Child
14. Enter the Version of the Supplemental Data (P00092) when the related option is used. Leave blank
to call version ZJDE0005.
Supplemental Data
15. Enter the version of the Location Information (P1201) when the related option is used. Leave blank
to call version ZJDE0001.
Location Information
16. Enter the version of the Location Transfer (P12115) when the related option is used. Leave blank
to call version ZJDE0001.
Location Transfer
Data Selection
The Installed Base Update from Ship Confirm allows additional data selection criteria.
1. Enter the "Last Status" of a Sales Order that is required to add an Installed Base item.
Last Status Code
2. Enter the Country code of Customers whose orders are to be added to Installed Base.
Country
Running Installed Base Update
You use the Installed Base records to create and track the current and historical information
for every product or piece of equipment that you sell. Using the manufacturing and
distribution systems, you can track items from raw materials through the manufacturing and
distribution cycle to finished goods, using key features such as lot processing, serial number
tracking, parts list, and purchase orders and receipts.
With CSMS, you can continue to track those items after the item has been shipped to the
customer and the sales order is complete. For example, if you use features such as lot
processing and serial number tracking, you entered lot and serial number information at
various points of the manufacturing and distribution cycle, such as the parts list, works
orders, purchase order receipts and sales orders. The system captures the information when
you create an Installed Base record.
When you run the Installed Base Update, the system creates multiple installed base records
from sales orders for serialized items (basic and advanced) and CSMS non-serialized items.
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The system retains sales, purchasing, and manufacturing information for each installed base
record. You can access that historical data in order to guarantee parts and maintenance
service.
Topics
Understanding installed base records for serialized and non-serialized items
Updating the installed base
Understanding Installed Base Records for Serialized and Non-Serialized Items
You can create Installed Base records for each item that you sell. Installed Base records are
created after shipment confirmation based on lot and serial number information in the Item
Branch Plant Information table (F4102).
When you enter item information in the Item Branch Plant Information form, you must identify
the requirement for serial numbers, in the following fields:
•
Serial Number Required
•
Lot Process Type
You can define the serial number information in the Item Branch Plant Information table
(F4102) to indicate whether the item is a serialized item or a non-serialized item in the CSMS
system.
Serialized Items
During the manufacture, procurement, and sales order entry cycles, you might be required to
enter serial number information based on the item information. After you confirm the
shipment of the item and send it to your customer, you can continue to use the serial
numbers to create Installed Base records in the CSMS system for warranty and service
information.
Basic Serial Number Processing
If you do not require a serial number for your items, but you want to assign serial numbers for
product tracking, customer service, or new product promotions, you can use the features of
basic serial number processing. Items with assigned basic serial numbers have the following
item information assigned in the Item Branch Information table (F4102):
Serial Number Required: Y
Lot Process Type: Blank. When you leave this option blank, you can manually assign
serial numbers to the item, but the serial number is not required. Additionally, you can
assign a serial number to items regardless of the quantity.
The system stores basic serial numbers in the Serial Numbers table (F4220).
Advanced Serial Number Processing
During the manufacture, procurement, and sales order entry cycle, you might be required to
enter serial number information according to item specifications. You can use advanced
serial number processing to track items through multiple processes. The system stores
advanced serial numbers in the Sales Order Detail table (F4211) and other tables, such as
Lot Master (F4108) and Work Order Header (F4801).
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Items that follow advanced serial number processing are identified by the following item
information that is assigned in the Item Branch Plant Information table (F4102):
Serial Number Required: N. For advanced serial number processing, the system
does not use this field. To specify serial number requirements, you must use the lot
process type.
For the lot process type, choose one of the following:
4
If you specify 4, serial numbers are optional except at shipment confirmation. You can assign a
serial number for quantities greater than one.
5
If you specify 5, serial numbers are required. The system assigns the serial number, using the
system date (YYMMDD) format. Quantities must not exceed one.
6
If you specify 6, serial numbers are required. The system assigns the serial numbers in ascending
order using Next Numbers. Quantities must not exceed one.
7
If you specify 7, serial numbers are required. You must manually assign the serial numbers.
Quantity must not exceed one.
Note
When advanced serial numbers are required, you must specify a value in the Shelf Life Days
field in order for the system to calculate expiration dates. If you do not enter a value for the
shelf life days, the system prompts you to enter an expiration date at every point that serial
number verification or entry is performed.
Non-Serialized Items
If you do not require a serial number for your items, you can still create installed base records
to use for product tracking, customer service, or new product promotions. Non-serialized
items have the following item information assigned in the Item Branch Plant Information table
(F4102):
Serial Number Required: 6. Use the Serial Number Required Field on the Item
Branch Plant form to indicate that this item is a non-serialized item in the CSMS
system.
Lot Process Type: Blank.
When you create an Installed Base record for non-serialized items, you can create a record
for each single unit in the order detail line or one Installed Base record for the entire quantity.
For example, a sales order detail line exists for 50 bicycles. You can create 50 Installed Base
records for this order detail line, one Installed Base record for each bicycle, or a single
Installed Base record for the order detail line.
When you run the Installed Base Update - Unified (R17024) program, the system first verifies
your serial number requirements, and then checks the Installed Base option for NonSerialized Items on the Installed Base tab in the CSMS Constants:
•
If you click the option, Create One-to-One, the system creates an Installed Base
record for each single unit of the order detail line.
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•
If you click the option, Create Many-to-One, the system creates a single Installed
Base record for the item, regardless of the quantity.
The following graphic illustrates the Installed Base Update process.
Updating the Installed Base
From the Daily Installed Base Processing menu (G1711), choose Installed Base Update Unified.
You can automatically update your Installed Base records directly from sales orders. When
you run the Installed Base Update program, the system creates Installed Base records for all
your products, based on the Serial Number Required and Lot Processing Type fields for each
item.
During Installed Base Update, the system creates entries in the following tables:
•
Asset Master table (F1201)
•
Equipment Master Extension/CSMS Tag table (F1217)
•
Installed Base Location History (F1731)
•
Status History (F1307)
•
Parent History (F1212)
Depending on how you have set up your processing options and whether you are creating a
base warranty, the system also creates records in the Contract Detail table (F1721).
The following graphic illustrates the process when you create Installed Base records for a
variety of serialized items:
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When you run the Update Installed Base, the system creates an installed base record for
order detail lines, based on the serial number requirements and lot process type. Additionally,
the system retains pertinent manufacturing or purchase order information, based on the item
stocking type. In this way, you can access historical data for customer service.
For manufactured items, the system retrieves manufacturing information from the following
tables:
•
Lot Master table (F4108)
•
Item Branch Plant Information (F4102)
•
Cardex (4111)
•
Work Order Master (F4801)
•
ECO Parts List table (F3013)
The system identifies manufactured goods in the Item Branch Plant Information form
to be those items with a stocking type code that has M in the Description 2 field of the
user defined code table (41/I).
For purchased goods, including raw materials, the system retrieves purchasing information
from the following tables:
•
Purchase Order Detail (F4311)
•
Lot Master table (F4108)
•
Item Branch (F4102)
•
Cardex (4111)
The system identifies purchased goods in the Item Branch Plant Information form to
be those items with a stocking type code that has P in the Description 2 field of the
user defined code table (41/I).
Processing Options for Installed Base Update - Unified (R17024)
Process Tab
These processing options define the processing that the system performs for this version of
Installed Base Update. You can choose whether the system generates a base warranty and
whether base warranty information is required. Additionally, you can choose whether to
create mailing data.
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1. Generate Base Warranty
Blank = Do not generate BW Contracts
1 = Generate Base Warranty Contracts
Use this processing option to specify whether you want to generate a base
warranty.
Valid values are:
Blank Do not generate base warranty.
1
Generate base warranty.
2. Require Base Warranty
Blank = The BW will not be required
1 = The BW will be required
Use this processing option to determine whether a base warranty is required
for an Installed Base item.
Valid values are:
Blank The base warranty is not required for an installed base item.
1
The base warranty is required for an installed base item.
3. Create Mailing Data
Blank = Do not Create Mailing Data
1 = Create Mailing Data
Use this processing option to determine whether the system creates mailing
data when an Installed Base item is created.
Valid values are:
Blank Do not create mailing data.
1
Create mailing data for Installed Base item.
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During sales order entry, you might ship a product to an address that is
different from the address that exists in the system. When you create an
Installed Base item, and you have activated this processing option, the system
verifies the sales order number that is associated with the Installed Base
item.
If there is an associated sales order number, the system verifies the address
information in the Business Unit Master table (F4006). If address information
exists in this table, the system creates mailing data for this Installed Base
record.
If an address record does not exist in the Business Unit Master table (F4006)
or a sales order number does not exist, the system retrieves mailing
information from the Address Book.
4. Print Detail Lines
Blank = No Detail lines will be printed
1 = Print only when an error occured
2 = Print All Detailed lines.
Use this processing option to specify how the system prints detail lines on
the report.
Valid values are:
Blank Do not print detail lines.
1
Print detail lines only when an error occurs.
2
Print all detail lines.
Defaults
These processing options define the defaults that the system uses when you update the
Installed Base. The defaults for Installed Base Update program are used for journal entries.
When you create an Installed Base record for CSMS, the system uses the company,
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business unit, and asset cost account information and creates entries in the Fixed Assets
table (F1201).
1. Company
A Specific Company
Use this processing option to specify the company that is responsible for the
costs of the Installed Base Item. This value is used in validating the
depreciation defaults associated with the asset cost account.
2. Business Unit
A Specific Business Unit
Use this processing option to specify the business unit responsible for the
costs of the Installed Base item. This value is used in validating the
depreciation defaults associated with the asset cost account.
3. Asset Cost Account - Business Unit
A Specific Business Unit
Use this processing option to specify the business unit component of the asset
cost account that is used for tracking costs associated with the Installed
Base item. The asset cost account is used to determine which depreciation
default accounts are validated.
4. Asset Cost Account - Object
A Specific Account Object
Use this processing to specify the object component of the asset cost account
that is used for tracking costs associated with the Installed Base item. The
asset cost account is used to determine which depreciation default accounts
are validated.
5. Asset Cost Account - Subsidiary
A Specific Subsidiary
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Use this processing option to specify the subsidiary component of the asset
cost account that is used for tracking costs associated with the Installed
Base item. The asset cost account is used to determine which depreciation
default accounts are validated.
6. Equipment Status
A Specific Status
Use this processing option to specify the initial status assigned to the
Installed Base item.
You must enter a value that has been set up in user defined code table
(12/ES).
7. Status Code - Next
Use this processing option to specify the status value that is used to update
the sales order detail line with its next status. After the detail line has
been successfully processed, the system updates the status codes on the sales
order detail line. The Status Code - Last field is updated with the previous
value for the Status Code - Next, and the Status Code - Next is updated with
the value from this processing option.
You must specify a user defined code (40/AT) that has been set up in the Order
Activity Rules based on the order type and the line type that you are using.
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Versions
These processing options define the versions that the system uses when creating Installed
Base records using this version of Installed Base Update - Unified. If you choose to generate
contracts when you create Installed Base records, the system uses the processing options
from this version to identify contract information.
1. Installed Base Revisions (P1702)
Blank = ZJDE0001
Use this processing option to specify the version of Installed Base Revisions
(P1702). The system uses the processing options from this version, such as
serial number requirements and base warranty defaults requirements when
creating Installed Base records.
If you leave this option blank, ZJDE0001 is used.
2. Work With Contracts (P1720)
Blank = ZJDE0001
Use this processing option to specify the version of Work With Contracts
(P1720). If you choose to generate contracts when you create Installed Base
records, the system uses the processing options from this version to identify
the contract document type and the version information for Contract Revisions
(P1721) and Contract Print (R1733).
If you leave this option blank, ZJDE0001 is used.
Select
This processing option indicate which records the system selects when creating installed
base records.
1. Country
A Specific Country Code
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Use this processing option to select sales order detail lines for customers in
this country. The Country code is a user defined code (00/CN). If you leave
this field blank, no additional data selection is performed. If a valid value
is entered, the system only selects sales order detail lines for customers in
this country.
Creating Installed Base Records From Fixed Assets
You can create an Installed Base record from an existing record in the Fixed Assets system
database. Depending on the how you set the processing options, the system generates base
warranty contract details.
►
To create Installed Base records from Fixed Assets
From the Periodic Installed Base Processing menu (G1721), choose Create Installed
Base from Fixed Assets.
1. On Create CSMS from Fixed Assets, enter information in the fields on the tabs to
narrow the search criteria, and click Find.
2. Choose a record and choose Create CSMS from the Row menu.
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3. On Installed Base Revisions, complete the following fields and click OK:
•
Site Number
•
Owner Number
•
Inventory Number
•
Serial Number
•
Product Model
•
Product Family
•
Acquired Date
•
Installation Date
Processing Options for Create CSMS from Fixed Assets (P17021)
Edits
1. Enter a "1" t o generate Base Warranty Contracts when creating an Instaled Base item. "Blank" will
not generate Base Warranty Contracts.
Base Warranty Contracts
2. Enter a "1" to use Acquired Date as the Base Warranty Contract Start Date. "Blank" will use
Installation Date as the Base Warranty Contract Start Date.
Base Warranty Contract Start Date
3. Enter a "1" to automatically display the Base Warranty Contracts after creating an Installed Base
item.
Display Base Warranty
Versions
1. Enter the version of the Installed Base Revisions (P1702) to be used when creating the Installed
Base item. Leave blank to use version ZJDE0001.
Installed Base Revisions
2. Enter the version of the Installed Base Revisions (P1702) when the related option is used. Leave
blank to call version ZJDE0001.
Installed Base Revisions
3. Enter the version of the Work with Contracts (P1720) to be used when Base Warranty Contracts are
created. Leave blank to use version ZJDE0001.
Contracts
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Working with the Installed Base
Regardless of how you initially create the installed base record, you can review and update
the information using a variety of features in Installed Base Management.
Topics
Searching for installed base records
Updating the Installed Base
Creating base warranty contracts
Revising owner and site history
Working with parent and component information
Working with installed base item status
Searching for Installed Base Records
Many of the daily tasks that you perform with Installed Base Management require the ability
to locate a specific record quickly. To locate an installed base record or group of records, you
can use a variety of search criteria. After you locate the records, you can perform most tasks
related to the Installed Base without accessing other menus or programs.
If you frequently search for similar records, you can use processing options to specify default
values for the first 10 fixed assets category codes.
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►
To search for installed base records
From the Daily Installed Base Processing menu (G1711), choose Installed Base Entry.
1. On Work with Installed Base, complete any combination of the following fields:
•
Serial Number
•
Product Model
•
Inventory Item Number
•
Site Number
•
Owner Number
2. To further narrow your search, complete any combination of fields in the Query by
Example row, and then click Find.
The system displays all installed base records that match your search criteria.
Processing Options for Work with Installed Base (P1701)
Defaults
Enter the default for the Equipment Master Category Code selections. Blanks will select all.
1. Category Code 1 (Accounting Class)
2. Category Code 2 (Equipment Class)
3. Category Code 3 (Manufacturer)
4. Category Code 4 (Model Year)
5. Category Code 5 (Usage Miles or Hours)
6. Category Code 6
7. Category Code 7
8. Category Code 8
9. Category Code 9
10. Rate Group
Versions
Enter the version for the following programs. If left blank, the version in parentheses will be the default
value.
1. Installed Base Revisions
P1702 (ZJDE0001)
2. Scheduling Workbench
P48201 (ZJDE0002)
3. Status History
P1307 (ZJDE0002)
4. Message Log
P1205 (ZJDE0002)
5. Equipment PM Schedule
P1207 (ZJDE0002)
6. Cost Summary
P122101 (ZJDE0003)
7. Bill of Material Inquiry
P30200 (ZJDE0001)
8. Service Contracts
P1720 (ZJDE0001)
9. Call History
P17500 (ZJDE0003)
10. Inventory Master
P4101B (ZJDE0001)
11. Supplemental Data
P00092 (ZJDE0005)
12. Installed Base Related Orders
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P17023 (ZJDE0001)
13. Installed Base Parent/Child
P12017 (ZJDE0002)
14. Location Information
P1201 (ZJDE0001)
15. Location Inquiry
P12215 (ZJDE0001)
16. Location Transfer
P12115 (ZJDE0001)
Updating the Installed Base
To make changes to multiple installed base records at one time, you can use the Installed
Base Global Update program. For example, you might use this program to update your
installed base records when you ship multiple items to one location A and four months later
all of the items are transferred to location B, which is another company branch or location.
When the records were initially entered, the items reflected location A as the site of the
equipment. Because the equipment was transferred to location B, you need to update the
information with the new site number to indicate that location B is the location of the
equipment.
Before You Begin
Set up installed base constants. See Setting Up Installed Base Constants.
►
To update the Installed Base
From the Periodic Installed Base Processing menu (G1721), choose Installed Base
Global Update.
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1. On Installed Base Global Update, complete the following field:
•
Customer Number
2. To limit the scope of your search, complete any of the following fields:
•
Site Number
•
Inventory Number
•
Product Family
•
Product Model
•
Acquired Date
•
Installed Date
•
Order Number
3. Click Find.
4. To make date changes, click the Date Change tab and complete the following fields:
•
Acquired Date
•
Installed Date
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5. To indicate a location change for your equipment, click the Site Change tab and
complete the following fields:
•
Site Number
•
Effective Date
•
Update Children
6. To change the parent serial number for your equipment, click the Parent Number tab
and complete the following fields:
•
Parent Number
•
Effective Date
7. Choose all the records that you are changing.
8. From the Row menu, choose Update.
The system processes the changes and displays the updated information.
Processing Options for Installed Base Global Update (P17022)
Defaults
1. Enter a "1" to use the change to Acquired Date to update the Base Warranty Contract Start Date.
"Blank" will use the change to Installed Date to update the Base Warranty Contract Start Date.
Base Warranty Contract Start Date
Creating Base Warranty Contracts
When you create installed base records, you can set the processing options for Installed
Base Revisions (P1702) so that the system generates base warranty contracts when you add
an installed base item. However, if the system does not generate base warranty contracts at
the time that an installed base record is created, you can create a base warranty contract
after you create an installed base record.
With Create Base Warranty Contracts (P17212), you can inquire on all installed base records
that do not have base warranty contracts in the Contract Detail table (F1721).
►
To create base warranty contracts
From the Periodic Installed Base Processing menu (G1721), choose Create Base
Warranty Contracts.
1. On Create Base Warranty Contract, complete the search criteria and click Find to
inquire on all installed base records that do not have base warranty contracts.
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The B/W Avail field identifies whether base warranty default information exists in the
Base Warranty Defaults table (F17111).
Note
You can only create contracts if there are base warranty defaults for the installed
base item. The B/W Avail field must display a Y.
2. Select one or more rows.
3. From the Row menu, choose Create B/W Contract.
The system creates a base warranty contract in the Contract Detail table (F1721).
Revising Owner and Site History
You can easily revise information about equipment owners or locations. This information is
especially useful if the equipment is often transferred or resold prior to warranty expiration.
You can enter current location dates or dates that become effective in the future.
►
To revise owner and site history
From the Daily Installed Base Processing menu (G1711), choose Installed Base Entry.
1. On Work with Installed Base, complete the steps to locate a specific installed base
record.
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See Searching for Installed Base Records.
Alternatively, if you know the equipment number of the installed base record, you can
choose Installed Base Location Revisions directly from the Daily Installed Base
Processing menu.
2. To revise current and historical owner and site location information, choose the
record, choose Installed Base from the Row menu, and then choose Change Site.
The system displays the Equipment Location Revisions form. Current owner and site
information appears in the upper portion of the form.
3. Complete the following fields to enter new owner and site information:
•
Owner
•
Site Number
4. If applicable, override the following fields:
•
Location Code
•
Start Effective Date
•
Start Effective Time
5. Complete the following optional field:
•
Remark
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6. Click OK.
Working With Parent and Component Information
You can establish a hierarchy of parent and component relationships among the equipment
in your Installed Base. You can track up to 25 levels of component relationships for a
particular piece of equipment. After you establish such a hierarchy, you can do the following:
•
Report on equipment costs and activity at the parent or component level
•
Track all components that have been assigned to a parent, or the parents to which a
specific component has been assigned
Topics
Reviewing and revising parent information
Reviewing current equipment components
Reviewing and Revising Parent Information
If you track parent information for equipment components, you can easily review and revise
parent information when component equipment moves from one parent to another. For
example, assume that you warranty a drive train component for a parent piece of equipment.
If the drive train component is exchanged for warranty service, you can indicate a new parent
for the subsequently repaired drive train.
When you initially inquire on a parent piece of equipment, the system displays all of the
parents to which a component has been assigned. You can toggle the view format to review
a history of other components that have been assigned to the parent upon which you
inquired. If the history records are extensive, you can limit the information that displays
according to specific dates.
After you review parent information for a component, you can access Asset Master Revisions
to indicate a new parent for a component piece of equipment.
►
To review and revise parent information
From the Daily Installed Base Processing menu (G1711), choose Installed Base Entry.
1. On Work with Installed Base, complete the steps to locate a specific installed base
record.
See Searching for Installed Base Records.
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2. To review parent information, choose the record. From the Row menu, choose
Installed Base, Parent Information, and Parent History.
71
3. On Work With Parent History, choose either Parent Format or Component Format
from the View menu.
4. Complete the following optional fields to limit the information that appears and click
find:
•
Date From
•
Date Thru
5. To revise the parent information for a component, choose the component record, and
then choose Asset Master from the Row menu.
6. On Asset Master Revisions, complete the following field with the new parent number
and then click OK:
•
Parent Number
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7. On Parent Change Date, complete the following field and click OK:
•
Effective Date
The system displays Work With Parent History.
8. To review your changes, click Find.
Reviewing Current Equipment Components
You can display up to 25 levels of component information for a selected piece of equipment.
This information is particularly useful to track the Installed Base for complex equipment
assemblies such as a bridge crane. The system displays the components of a piece of
equipment in a tree structure. You can expand the tree to reveal lower-level components and
choose a component to review. For example, after you choose a component, you can access
the following forms:
Installed Base
Revisions
You can revise information for the selected component, including its parent.
Work With Cost
Summary
You can review costs associated with the selected component either by cost
account or repair code.
Work With Work
Orders
You can review all of the service orders associated with the selected component.
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►
To review current equipment components
From the Daily Installed Base Processing menu (G1711), choose Installed Base
Parent/Child.
1. On Parent/Child Browse, complete the following field and click Find:
•
Parent Equipment Number
The system displays the parent piece of equipment in the left pane.
2. To expand the tree and view all of the parent's next-level components, click the plus
(+) sign in the left pane, under the Parent No. column.
The tree expands to reveal the next level of the parent/component hierarchy. You
can continue to expand the tree for each component that also serves as a parent of
other components.
Processing Options for Equipment Master Parent/Child (P12017)
Process
1. Enter the primary product for this version. Enter a '1' for Equipment and '2' for CSMS.
Select Product
Versions
1. Installed Base Revisions (P1702)
2. Asset Master Revisions (P1201)
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Working with Installed Base Item Status
You can review the history of an installed base item by the statuses that have been assigned
to it, such as available, down, working, and standby. This information is especially useful to
maintain an audit history of operational statuses and to determine the amount of time that an
installed base item has been idle due to downtime.
When you access Work With Status History, in addition to the statuses that have been
assigned to an installed base item, you can also review:
•
The ending time (if applicable) and beginning time for each status, as well as the
associated dates
•
The total hours associated with each occurrence of a particular status
•
The lifetime meter reading at the time of the status change for any of the statistical
accounts that you have defined, such as hours, fuel, or miles
•
The cumulative hours for all occurrences of a particular status over the life of the
equipment
•
Remarks entered when you changed the status of the equipment
From Work with Status History, you can access Downtime Analysis, from which you can
determine the mean or average time between product failures. This information is especially
useful when comparing actual product downtime with warranty expectations.
Processing options allow you to revise existing remarks for any status change, enter a new
remark, or protect the remarks field from future revisions.
When you track the mean time between failures for equipment, the system calculates the
total time that the equipment is operational.
Topics
Reviewing status history
Tracking mean time between failures for equipment
►
To review status history
From the Daily Installed Base Processing menu (G1711), choose Installed Base Entry.
1. On Work with Installed Base, complete the steps to locate a specific installed base
record.
See Searching for Installed Base Records.
2. To review status history information, choose the record, choose Installed Base from
the Row menu, and then choose Status History.
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3. On Work with Status History, complete the following field and click Find:
•
Equipment Number
You might enter the Serial Number or Item Number in the Equipment Number
field, based on the installed base constants.
A complete history of every status assigned to the installed base item appears.
►
To track mean time between failures for equipment
From the Daily Installed Base Processing menu (G1711), choose Installed Base Entry.
1. On Work with Installed Base, complete the steps to review status history.
2. On Work With Status History, choose Analysis from the Form menu.
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3. On Downtime Analysis, complete the following fields and click OK:
•
Start Effective Date
•
Ending Effective Date
•
Equipment Downtime Status
The mean time between failures appears for the product.
Processing Options for Status History (P1307)
Process
1. Enter a '1' to protect the Remarks field. Enter a '2' to protect the Remarks field if it is not blank. Leave
blank to allow modifications to the Remarks field.
Protect Remarks
2. Enter the Work Day Calendar to use for the calculation of the number of days for Equipment Analysis.
Work Day Calendar
3. Enter the primary product for this version. Enter a '1' for Equipment and '2' for CSMS.
Select Product
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Scheduling Maintenance for Installed Equipment
You can use the Preventive Maintenance features in the Equipment/Plant Management
system to create preventive maintenance (PM) schedules and schedule maintenance for your
installed product. For example, you can use PM schedules to schedule warranty service and
routine maintenance tasks for each piece of equipment in your Installed Base. You can
access the features necessary to create and track PM schedules directly from the Installed
Base Revisions form or from the Work With Installed Base form.
PM schedules allow you to define the type and frequency of each maintenance task for each
product in your Installed Base. The preventive maintenance cycle refers to the sequence of
events that make up a maintenance task from its definition to its completion. Since most
preventive maintenance tasks are commonly performed at service intervals, such as dates,
miles, or cycles, the parts of the preventive maintenance cycle repeat, based on these
intervals. In addition, PM schedules provide information about the last time that each
maintenance task was performed.
For any maintenance task that you assign to a piece of equipment, you can attach a model
work order to the PM schedule. The model work order provides standard instructions (routing
instructions) and the parts list that is necessary to complete the maintenance task.
Before You Begin
Set up the following user defined codes:
•
Preventive maintenance service types (12/ST)
•
Preventive maintenance status (12/MS)
See Customizing User Defined Codes in the OneWorld Foundation documentation
for more information about setting up user defined codes.
Set up standard procedures for preventive maintenance
Set up maintenance rules
See Also
Setting Up PM Schedule Information in the Enterprise Asset Management
documentation
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►
To schedule maintenance for installed equipment
From the Daily Installed Base Processing menu (G1711), choose Installed Base Entry.
1. On Work with Installed Base, complete the steps to locate a specific Installed Base
record.
See Searching for Installed Base Records.
2. Choose the record for which you want to schedule maintenance from the Row menu,
and choose Inventory, and then Maintenance.
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3. On Work With Equipment PM Schedule, click Find to display all of the maintenance
tasks that have been defined for the equipment.
4. To schedule maintenance for a new task, click Add.
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5. On Equipment PM Schedule, complete the following field:
•
Service Type
6. For each service type that you enter, complete the following optional fields in the
Schedule Interval portion of the form:
•
Schedule Date
•
Frequency Indicator
•
Multiple
7. For each service type for which you did not enter a schedule date, complete any of
the following fields in the Schedule Interval portion of the form:
•
Hours
•
Miles
•
Fuel
•
Days
You can enter a service interval based on days and schedule date. If you entered a
value in the Frequency Indicator field, you cannot enter a service interval based on
days.
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You can enter service types for unscheduled maintenance that do not have schedule
dates or intervals associated with them. Service types for unscheduled maintenance
tasks must, however, include a model work order number.
8. Complete the following PM generation and planning fields:
•
Occurrences
Depending on how the processing options are set, you might not be able to
manually enter a value in the Occurrences field.
•
Procedure
9. If you use model work orders, complete the following field:
•
Model WO
If you enter a value in the Procedure field and a model work order number, the
system displays a warning message indicating that the work order might have its
own procedure that could conflict with the procedure that you entered.
10. If the maintenance task for the piece of equipment has been performed but this is the
first PM to be applied to the equipment, complete the following fields in the Last
Completed portion of the form:
•
Hours
•
Miles
•
Fuel
•
Date
11. To add the record, click OK, and then click Cancel.
The Work With Equipment PM Schedule form appears.
12. On Work With Equipment PM Schedule, click Find to display the record for the PM
schedule you created.
13. Choose the record for the PM schedule you created and click Select.
14. On Equipment PM Schedule, choose PM Classification from the Form menu.
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15. On PM Classification, complete the following optional fields and then click OK:
•
Maintenance Priority
•
Downtime
•
Business Unit
•
PM Cat. Code 1
•
PM Cat. Code 2
•
Related Equipment
•
Remark
Related Tasks
Linking service
types
For eac
For more information about linking service types, see Linking Service Types in the
Equipment/Plant Maintenance Guide.
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Processing Options for Equipment PM Schedule (P1207)
Default
Enter a '1' to calculate the estimated occurrences based on one year of PM History, a '2' based on two
years of PM History and a '3' based on inception-to-date PM History. Leave blank (default) to not
calculate the occurrences.
1. Estimated Occurrences
Process
1. Enter the primary product for this version. Enter a '1' for Equipment and '2' for CSMS.
Select Product
Reviewing the Customer Reference Report
From the Daily Installed Base Processing menu (G1711), choose Customer Reference
Report.
You can print and review a report that lists all of the equipment that you have installed at a
customer's site or sites. In addition, the report provides mailing support for manufacturers in
the event of product recalls or retrofit campaigns.
You use data selections such as state, model, and user defined codes to specify the
information that you want to retrieve and print.
The system draws information for this report from the following tables:
•
Asset Master (F1201)
•
Equipment Master Extension (F1217)
•
Address Book Master (F0101)
See Also
Customer Reference Report (R17022) in the Reports documentation for a sample of
this report
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Service Contract Management
Service Contract Management
Service Contract Management provides you with a way to record and manage service
contract agreements. It also allows you to configure multiple types of contracts to fit your
company's needs.
A contract is a written agreement between a customer and a provider (contractor). The
customer requests a service. The contractor bills the customer for the services provided
under the contract. The agreement can be changed to include extra services. Service
packages are used to define the services extended by your company to your customer as
outlined in the contract.
The Service Contract Management module allows you to create and maintain multiple types
of contracts including:
•
Base warranty
•
Extended warranty
•
Maintenance agreement
•
Blanket
•
Coterminous
•
Evergreen
•
Free contract
You are also able to support the following pricing flexibility:
•
Advanced pricing
•
Discounts
•
Price overrides
Topics
Setting up service contracts
Managing service contracts
Billing contracts
Working with the amortization process
Reviewing service contract reports
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Service Contract Management Process
The following graphic shows the various interfaces to Service Contract Management:
Terms and Concepts
You should be familiar with the following terms and concepts related to Service Contract
Management:
Contract
A written agreement between a customer and a provider (contractor).
Warranty
An assurance by the manufacturer or seller that the equipment will perform as specified
for at least a specific period of time.
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Base warranty
A warranty associated with the equipment, typically included in the purchase price of the
equipment.
Extended
warranty
An optional warranty that can be purchased by the customer to cover the performance of
the equipment beyond the terms of the base warranty.
Contract
coverage
The days of the week and hours of the day. For example, the coverage term 5 X 8 refers
to a contract that covers equipment five days a week, Monday through Friday, for eight
hours each day.
Service types
The various services that you perform. For example, you can set up different codes to
differentiate an on-site repair from an exchange.
Service package The combination of service type and contract coverage that specifies the support to
which the customer is contractually entitled.
Blanket contract A contract that covers all items at a specified price. The pricing is usually by the
contract, not by detail lines.
Coterminous
contract
A contract that is canceled as soon as all of the detail lines have expired.
Evergreen
contract
A contract that renews at a designated time, such as annually. The contract is renewed
at the adjusted price.
Free contract
A contract that is issued at no cost to the customer.
Preventive
maintenance
contract
A contract used when regularly scheduled maintenance should be completed for the
equipment.
Amortization
A method of moving long-term revenue to short-term revenue, and then short-term
revenue to recognized revenue. Long-term revenue is contracted for more than a 12month period. Short-term revenue is contracted within a 12-month period. Recognized
revenue is contracted from the beginning of the contract through the end of the
amortization period.
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The following graphic illustrates an example of how you can achieve maximum service
revenue with CSMS functionality. CSMS utilizes customer and product information that you
enter once in order to operate efficient and cost effect service processes.
In this example, an installed base record was created when you sold a television set to
customer 4242. The customer opted to purchase a service contract for a year. Every 90 days,
the customer receives a service call to replace parts, based on a product maintenance (PM)
schedule. When a service call is due, the system creates a service order, maintenance is
performed, the service order is closed, and the customer is billed, based on terms of the
contract.
Setting Up Service Contracts
Before you can use any of the features of Service Contract Management, you need to define
the critical information that the system needs for processing. You also specify information that
is used when you enter data throughout the system.
You also need to set up user defined codes for service contract management. See Setting Up
User Defined Codes for CSMS for more information.
Topics
Setting up contract constants
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Setting up customer service line types
Setting up billing frequency
Setting up tax rates
Setting up daylight savings rules
Entering contract coverage information
Entering service type information
Setting up cost type percentages
Entering service package information
Setting up entitlement dates
Setting up contract duration ranges
Setting up MailMerge documents for contract renewal letters
Setting Up Contracts Constants
To define default information for the entire system, you set up system constants. Constants
control the types of information that you track and the rules that the system uses to perform
certain calculations.
►
To set up contract constants
From the Customer Service Setup menu (G1740), choose Customer Service Constants.
1. On CSMS System Constants Revisions, click the Contracts tab.
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2. If applicable, make changes to the following field:
•
Responsible BU Location
If the business unit in the AAIs is left blank, Service Contract Billing and Amortization
use this value to locate the responsible Business Unit to which revenue will be
booked.
3. To move the credit amount to recognized revenue, click the following option:
•
Recognize Credit When Entered
If you turn this option off, the credit amount is recognized over the life of the contract.
4. Click OK.
Setting Up Customer Service Line Types
Each contract that you enter must contain details about the services included. For each
service, you must enter a line of detail information that describes the contract. The system
processes the detail line based on a line type. The line type for a detail line also determines
the cycle through which the system processes the line.
►
To set up customer service line types
From the Service Contract Setup menu (G1744), choose Service &Warranty Line Type
Revisions.
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1. On Work With Line Types, click Add.
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2. On Line Type Constants Revisions, complete the following fields:
•
Line Type
•
Description
•
G/L Offset
The G/L Offset field is required, but the value entered is not used by the CSMS
system.
3. To indicate that this line type interfaces with the CSMS system, complete the
following field and click OK:
•
CSMS Interface
4. Choose CSMS Attributes from the Form menu.
5. On the Contracts tab of CSMS Line Type Constants Revisions, complete the
following options:
•
Base Warranty
•
Blanket Contract
•
Free Contract
•
Require Active Contract
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•
Allow User To Modify Start Date
•
Allow User To Modify End Date
•
Allow User To Modify Duration
6. Complete the following fields:
•
Start Date Default
•
End Date Default
7. If you have set up the system constants for Contracts to retrieve the Responsible
Business Unit based on Line Type, then complete the following field:
•
Responsible Business Unit
8. On the Service Orders tab, if a service order is entitled by a contract, then this
document type allows the accounting of calls or service orders to vary by the type of
contract covering the service:
•
Service Order Document Type
9. On the Calls tab, if a call is entitled by a contract, then this document type allows the
accounting of calls or service orders to vary by the type of contract covering the
service:
•
Call Document Type
The Call Document Type is used in the Distribution AAIs to differentiate between
calls that are covered under a base warranty, extended warranty, or maintenance
agreement.
10. Click OK.
See Also
Setting Up Order Line Types in the Procurement documentation for more information
about line types
Setting Up Billing Frequency
The Service Contract Management module integrates with the Property Management system
to set up billing frequencies. The system allows you to define the periods that you want to bill
at a particular billing frequency.
►
To set up billing frequency
From the Service Contract Setup menu (G1744), choose Billing Frequency Codes.
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1. On Work with Billing Frequency Codes, click Add.
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2. On Billing Frequency Code Revisions, enter the code that you are using to define
your billing cycle in the following field:
•
Billing Frequency Code
3. Enter a description of the billing cycle in the following field:
•
Description
4. Enter the code to define the date pattern in the following field:
•
Fiscal Date Pattern
5. To define a periodic pattern, choose the following option:
•
Periodic
Contract Entry does not allow a 52-period billing feature.
6. You can choose periods 1 through 14 as applicable.
When you choose periodic billing frequency, you can choose the periods in which
you want to bill the customer.
7. Click OK.
Setting Up Tax Rates
You set up tax rate areas to accurately calculate taxes for your customers based on their
geographic locations. When you set up a tax rate area, you can apply the tax code to your
customer's master record. You can run a report to review all of the tax areas that have been
set up and applied to a customer's record.
►
To set up tax rates
From the Service Contract Setup menu (G1744), choose Tax/Rate Areas.
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1. On Work With Tax Rate/Areas, click Add.
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2. On Tax Rate/Area Revisions, enter the code to calculate taxes for your geographic
area in the following field:
•
Tax Rate/Area
3. Enter the description for the tax area in the following field:
•
Description
4. Enter effective dates in the following fields:
•
Effective Date
•
Expiration Date
5. Enter the address number of the tax authority for your area in the following field:
•
Tax Auth
You can enter up to five tax authorities.
6. To indicate the tax account for general ledger entries, complete the following field:
•
G/L Offset
7. Enter the percentage for the tax rate in your area in the following field:
•
Tax Rate 1
8. For Canadian companies, choose the following option to indicate tax on a tax:
•
Compound Tax
9. For Canadian companies, click the following option to indicate that a tax is not
recoverable:
•
VAT Expense
10. For inventory and sales order information, complete the following fields and click OK:
•
Item Number
•
Maximum Unit Cost
11. Click OK.
12. To run the tax report, choose Tax Area Report from the Report menu on Work With
Tax Rate Areas.
13. On Work with Batch Versions, choose the version that you want to print and click
Select.
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Processing Options for Tax Rate/Areas (P4008)
Item#/MaxCost
Enter 1 to show these fields OR 0 to hide them:
Validation
Enter 1 to validate item numbers OR 0 to not validate:
Setting Up Daylight Savings Rules
Set up daylight savings rules to define when to convert to the daylight savings rule. You can
use the following criteria to define this:
•
Month
•
Day of the week
•
Hour
Calculations are based on the daylight savings rule setup used in conjunction with the time
zone.
►
To set up daylight savings rules
From the Service Contract Setup menu (G1744), choose Daylight Savings Rules.
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1. On Work With Daylight Savings Rules, click Add.
2. On Add Daylight Savings Rule, complete the following fields:
•
Rule Name
•
Description
3. Click one of the following options under the Rule Type heading:
•
By Day of Week Instance
•
By Day of the month
4. Define the start and end dates of your daylight savings rule.
5. Click OK.
Entering Contract Coverage Information
Contract coverage information allows you to define the days of the week and hours of each
day. For example, the coverage term 5 x 8 refers to a contract that covers equipment five
days a week, Monday through Friday, for eight hours each day.
You can use contract coverage information in conjunction with the Work Day Calendar to
create contracts that show the days that the contract covers. For example, you might set up
contracts that cover only Monday through Friday and do not cover weekends or holidays.
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►
To enter contract coverage information
From the Service Contract Setup menu (G1744), choose Contract Coverage Entry.
1. On Work With Contract Coverage, click Add.
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2. On Revise Contract Coverage, complete the following fields:
•
Coverage Type
•
Description
•
Time Zone
•
Rule Name
If you leave the Time Zone field blank, the system uses the time zone from the
customer's address book record to calculate the commitment date and time for the
contract.
3. By weekday, enter the hours that the coverage includes in the following fields:
•
Beginning Time
•
Ending Time
4. Click OK.
Processing Options for Work with Contract Coverage (P1724)
Defaults
Default Coverage Start Time Monday through Friday
Default Coverage End Time Monday through Friday
Default Coverage Start Time Saturday, Sunday, and Holidays
Default Coverage End Time Saturday, Sunday, and Holidays
Time Zone
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Entering Service Type Information
To charge customers for your services, you need to set up service types. Service types allow
you to define the various services that you perform. For example, you can set up different
codes to differentiate an on-site repair from an exchange. You can choose a default pricing
method (T&M or flat rate).
►
To enter service type information
From the Service Contract Setup menu (G1744), choose Service Type Entry.
1. On Work With Contract Services, click Add.
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2. On Revise Contract Services, complete the following fields:
•
Service Type
•
Covered G/L Code
•
Non-Covered G/L Code
The Covered G/L Code and Non-Covered G/L Code fields are used by Service Order
Management and Call Management for recording billing or costs for this type of
service. This allows your accounting to direct covered or non-covered costs and
revenue to different accounts.
3. Choose one of the following pricing methods:
•
Flat Rate
•
Time And Materials
4. To calculate the commit time covered by the contract, enter an hourly amount in the
following field:
•
Threshold Hours
For example, your covered day is set up from eight until five, and you set up your
threshold at two hours. If you receive a call at four, the call is received within the twohour threshold of the end of the covered day, and completion of the call for that day
is not required since your work day ends in an hour. The commitment time then starts
to calculate the response time at the beginning of the next covered day.
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5. Click OK.
Setting Up Cost Type Percentages
You set up the cost type percentage table to define the percent covered for each cost type
within a coverage group. This entire coverage group can then be attached to a service
package. It is used when billing and costing is done for service orders and calls that are
entitled to service under a contract. When you perform billing and costing for service orders
and calls, the system retrieves the percentage covered from this table based on the coverage
group that is covering the service and the type of item (such as parts, labor, or freight) that
you are billing or costing. If a coverage group is not specified for a service package but the
service is covered under a contract, the system treats the call or service order as 100%
covered.
►
To set up cost type percentages
From the Service Contract Setup menu (G1744), choose Cost Type Percentages
Revisions.
1. On Work With Cost Type Percentages, click Add.
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2. On Cost Type Percentages Revisions, complete the following fields:
•
Coverage Group
•
Cost Type
The service order connects the cost type to the coverage group.
•
Percentage Covered
3. Click OK
Entering Service Package Information
You enter service package information to define the services extended by your company to
your customer as outlined in the contract. Within the service package, you can specify the
following:
•
Type of service, such as on-site repair, exchange, repair and return, support, or
installation of the product
•
Contract coverage support, such as eight hours a day Monday through Friday or 24
hours a day seven days a week (to indicate a 24-hour day, enter 00:00:00 through
23:59:59)
•
Turnaround repair times
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For each service package that you set up, you can have multiple contract coverage types and
service types.
►
To enter service package information
From the Service Contract Setup menu (G1744), choose Service Package Entry.
1. On Work With Contract Service Packages, click Add.
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2. On Revise Contract Service Package, complete the following fields:
•
Service Package
•
Description
•
Type of Service Description
•
Type of Service Description
•
Coverage Type
•
Coverage Type Description
•
Response Time
The system adds the value in the Response Time field to the start time and date to
create the commit time. The commit time is the time, displayed in hours and minutes,
that you are required to respond to the customer.
The commit date and time overrides any date and time that the Call Management
system may have calculated.
3. To define coverage at greater than 0% but less than 100%, complete the following
field:
•
Coverage Group
4. To base the G/L class on the service package, complete the following field:
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•
G/L Class
If this field is left blank, the system uses the G/L code from the Inventory Item
Number when you bill contracts. You use this field only when you bill contracts.
5. Click OK.
Setting Up Entitlement Dates
You set up entitlement dates to specify the date to begin verifying for each transaction if
something is entitled. Any transactions prior to that date are assumed to be entitled.
You can enter and update entitlement dates for a combination of the following:
►
•
Product family
•
Product model
•
Inventory item number
•
Branch/Plant
•
Customer number
•
Country
To set up entitlement dates
From the Service Contract Setup menu (G1744), choose Entitlement Date Revisions.
1. On Work with Entitlement Date, click Add.
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2. On Entitlement Date Revisions, complete the following fields:
•
Customer Number
•
Country
•
Branch/Plant
•
Inventory Item Number
•
Product Model
•
Product Family
•
Entitlement Start Date
3. The system searches for a date based on rules that you specify. To review or revise
these rules, from Work With Entitlement Date, choose Entitlement Rules from the
Form menu.
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4. On Entitlement Rules Sequence, define the order that the system will use to search
for a date. The system uses a hierarchical search method, from most specific to most
general. To include or exclude fields in the hierarchical search, complete the
following fields with a Y or N:
•
Sequence Number
•
Customer Number
•
Country
•
Branch/ Plant
•
Inv. Item Number
•
Prod. Model
•
Prod. Family
5. Click OK.
Setting Up Contract Duration Ranges
Use contract duration ranges to prorate a contract. For example, you set up prices in
advanced pricing using 12 (for 12 months) for a duration. You then set up a billing duration
range from 1 to 12. with a billing duration of 12. If a 6-month contract is entered, the system
prices the contract based on the 12-month duration that you set up by dividing the extended
price by 12 and then multiplying the result by 6.
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►
To set up contract duration ranges
From the Service Contract Setup menu (G1744), choose Contract Duration Ranges.
On Contract Duration Ranges, complete the following fields:
•
From Billing Duration
•
Thru Billing Duration
•
Billing Duration
See Also
Setting Up Advanced Pricing for CSMS
Setting Up MailMerge Documents for Contract Renewals
When contracts are expiring, you can generate renewal letters for customers based on
existing contract information. Use the MailMerge Workbench to set up the contract renewal
documents. The MailMerge Workbench is an application that merges Microsoft Word 6.0 (or
higher) word processing documents with OneWorld records to automatically print business
documents, such as contract renewal letters.
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Use the MailMerge Workbench to add or change text in the contract renewal letter, to create
new documents, and to delete documents.
This task explains how to add a document using MailMerge Workbench. For information
about business functions and data structures, see the Development Tools Guide.
See Also
MailMerge Workbench in the OneWorld Foundation documentation for complete
information about changing MailMerge Documents
Changing MailMerge Documents in the OneWorld Foundation documentation for
more information about changing the content properties of a MailMerge document,
such as the business text, document description, and queue name
Deleting MailMerge Documents in the OneWorld Foundation documentation for
complete information about removing MailMerge documents
►
To add MailMerge documents for contract renewal letters
Multiple application suites use the MailMerge Workbench as part of their workflow
process. You can access MailMerge Workbench (P980014) from the Service Contract
Setup menu (G1744) or HRM Setup menu (G05B4).
On Service Contract Setup (G1744), choose MailMerge Workbench Setup (P980014)
1. On Work With MailMerge Documents, click Add.
The MailMerge Document form appears.
2. On MailMerge Document, complete the following fields, and then click OK:
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•
Document Name
Enter the name that you want for your MailMerge document, which must be 10 or
fewer characters long.
•
Description
Enter a text description of the MailMerge document.
•
Queue Name
Enter OLEQUE into this field, which is a path location already set up for you in
OneWorld. This entry is the location where your MailMerge documents will be
stored. If you use a queue other than OLEQUE, you should set it up on a central
server so that others in the enterprise can access your MailMerge documents.
The path information for OLEQUE is stored in the Media Object Queues
(F98MOQUE) table.
•
Data Structure Name
For Service Contract Renewal Letters, use the data structure D1701010A. If you
do not use this data structure, enter the name of the data structure that you want
to use with your MailMerge document. The data structure contains all of the
possible fields that you can use in your MailMerge document.
The Header Record Delimiters form appears. Use this form to specify what text
symbol that OneWorld should recognize as the delimiter between fields in the header
file. MailMerge uses the header file to identify the fields that you used in your
MailMerge document. OneWorld automatically creates the header file.
3. On Header Record Delimiters, enter the pipe | character into the Field delimiter field,
and click OK.
4. Repeat step 3.
A new Microsoft Word document appears within the Edit MailMerge Document form.
5. Type the text of your document using Microsoft Word formatting controls and tools.
See Microsoft Word documentation for information about how to use Microsoft Word.
You can enter MailMerge fields into your document as you type the document text.
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6. From the Microsoft Word toolbar, on the Insert Merge Field menu, choose a field.
The data structure that you designated for your document determines what fields are
available.
7. Click OK when you have finished entering text and fields into your MailMerge
document.
See Reviewing Contract Renewal Letters for information about generating letters to
your customers when renewing contracts are expiring.
For this new MailMerge document to work with the contract renewal letters, you must specify
the new document in the processing options.
Managing Service Contracts
The programs to manage service contracts allow you to create and track service contracts for
your customers. You can make changes to a contract if the terms of the contract change or if
the service package changes, as long as the contract has not been billed. You can also track
contract dates and specify the lead times necessary to prepare renewal letters and contracts.
Topics
Entering service contracts
Defining the Entitlement Rules Sequence
Reviewing Entitlement Information
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Canceling and suspending contract information
Crediting contract detail lines
Creating contract prepayment transactions
Reviewing contract renewal letters
Entering Service Contracts
When you enter a service contract, you are accessing the starting point of the contract
programs. You can enter detailed information about the contract such as service packages,
item numbers, and billing information.
You can create a contract using the following methods:
•
Direct entry
•
Installed Base Management
•
Copy an existing contract
•
Renew an existing contract
You can enter and update contracts through either the contract header or the contract detail
forms. On the header form, you can choose whether to view all detail lines of a contract on
the detail form.
A version number is associated with each contract. When you renew a contract, you can
create a new version of the existing contract rather than create a new contract.
Note
The system default values now appear after each row entry instead of after each field entry.
Topics
Entering service contract header information
Entering service contract detail information
Reviewing service contract information
Renewing a service contract
Copying a service contract
Before You Begin
Create an address book record for customers for whom you want to create a
contract. The system creates an extension table (F1797) to the address book that
stores additional CSMS address book information. See Working with Address Book
Records in the Address Book Guide.
Add accounts receivable information to the customer record. See Creating Customer
Records in the Accounts Receivable Guide.
To price contracts, set up advanced pricing information. See Schedules and
Adjustments in the Advanced Pricing Guide.
To price contracts, set up advanced pricing information. See About Schedules and
Adjustments in the Advanced Pricing Guide.
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►
To enter service contract header information
From the Daily Service Contract Processing menu (G1714), choose Enter Contract
Header.
1. On Work With Contracts, click Add.
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2. On the Contract Header tab of Service Contract Header, enter the description and
type of contract in the following fields:
•
Description
•
Type
3. Enter customer information in the following fields:
•
Customer
•
Site
•
Bill To
•
Send To
4. Enter the contract dates in the following fields:
•
Start Date
•
End Date
The default value for the Status field is set in the processing options.
5. To include the base warranty under this contract when running the Installed Base
Update from Ship Confirm program, click the following option:
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•
Base Warranty
Only one contract per customer can have the base warranty option turned on.
6. Complete the following field:
•
Adjustment Schedule
7. If you are using multi-currency, review the values in the following fields and override
them if necessary:
•
Currency
•
Base
•
Foreign
8. Click the Additional Information tab.
9. Complete the following fields as applicable:
•
Payment Terms
•
Payment Instrument
If this contract is being prepaid, enter a value in the Payment Instrument field to
indicate the type of prepayment.
•
Renewal
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•
Proforma Invoice
•
Tax Expl Code
•
Tax Rate/Area
•
Parent Contract Number
•
Parent Contract Type
•
Parent Contract Company
•
Cancellation Notice Period
•
Factor Type
•
Cancel Fee
10. Click the Category Codes tab.
11. To further categorize this contract, complete any of the category code fields.
12. Review the contract header information to ensure that it is correct, and click OK
twice.
The system uses next numbers to enter a default contract number in the Contract
field.
The system displays the Contract Revisions form.
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13. To enter the detail information associated with this contract, see step 2 of the next
topic, Entering Service Contract Detail Information.
►
To enter service contract detail information
From the Daily Service Contract Processing menu (G1714), choose Service Contract
Detail.
1. On Work With Contracts, locate the appropriate contract.
2. Choose the contract and click Select.
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3. On Contract Revisions, enter a description of the contract in the following field:
•
Description
4. Complete or review the following fields (you can override most defaults):
•
Site Number
•
Customer PO Number
This field contains informational text which you can modify after the contract is
billed, if necessary.
•
Equipment Number
•
Install Date
The install date updates the installed base date and warranty and turns on the
Proof of Purchase parameter.
If the Proof of Purchase parameter is already turned on, the Install Date field is
disabled.
•
Branch
•
Inventory Item Number
The system enters the values for the Branch and Inventory Item Number fields
based on the equipment or serial number.
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•
Product Model
•
Product Family
The system enters the values for the Product Model and Product Family based
on the equipment number or based on the Inventory Item Number and Branch.
•
Service Package
•
Billable Duration
•
Non-Billable Duration
•
Duration Unit of Measure
5. Complete any of the Detail Category Codes, if applicable.
6. Complete or review the following fields:
•
Quantity
•
Unit of Measure
The system retrieves the unit of measure from inventory, and you can override
this value if necessary.
7. Enter the dates of the contract in the following fields:
•
Contract Line End Date
•
Contract Line Start Date
8. Enter billing and pricing information in the following fields:
•
Bill From
•
Bill Through
If the values in the Bill From and Bill Through date fields are in the same period
and year, this means a one-time billing. Otherwise, you must enter a value in the
Bill Code Frequency field. The system then calculates a recurring billing amount.
•
Bill Code Frequency
•
Price Effective Date
•
Exchange Rate
•
Advanced Pricing
•
Price By Address
The system uses Price by Address for advanced pricing from the Address Book
number.
•
Adjustment Schedule
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The system retrieves the value for Adjustment Schedule field from customer
information. If you are using advanced pricing, you can override the adjustment
schedule.
•
Unit Price
You cannot enter a value in the Unit Price field in conjunction with advanced
pricing.
•
Extended Price
•
Discount Type D/P
This field determines if the system uses a discount percent or an amount.
•
Discount Percent
•
Discount Amount
•
Line Total
•
Recurring Billing Amount
When you are billing for a specified amount over a period of time, the system
calculates and enters the value in the Recurring Billing Amount field.
•
Billed Y/N
The Billed Y/N field is updated only by the Contract Workfile Generation program.
•
Bill By Site
•
Bill To Address
•
Send To Address
•
Billing Day of Month
•
Billing In Advance/Arrears
The Billing Day of Month and the Billing In Advance/Arrears fields are only used
for data selection. Use the Bill From Date and Bill Through Date fields for period
and frequency.
•
Taxable Y/N
•
Tax Explanation
•
Tax Rate/Area
The system retrieves tax area information from the site number in the customer
address book record as the default.
9. Complete or review the following fields:
•
No of Days In Contract
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•
Daily Amortization Amount
•
Renewal Flag
The system uses the value from the Renewal Flag field for data selection in the
contract renewal program.
•
Renewal Date
•
Cancel Date
If the contract has been cancelled, the system displays the cancel date. See also
Canceling and Suspending Contract Information.
•
Cancel Reason
•
Suspend Date
If the contract has been suspended, the system displays the suspend date. The
system retrieves the suspend date from the Suspend Contract form.
•
Suspend Reason
•
Cancel Amount
•
Credit Amount
•
Price Cap Percentage
10. Click OK.
►
To review service contract information
From the Daily Service Contract Processing menu (G1714), choose Enter Contract
Header or Service Contract Detail.
1. On Work With Contracts, locate the applicable contract.
2. Choose the contract and click Select.
3. On Contract Revisions, choose the applicable contract and choose Contract Detail
from the Row menu.
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4. On Contract Detail, review the information on the following tabs, which contain
inquiry-only fields, and then click OK:
►
•
Equipment Data
•
Customer Data
•
Contract Dates
•
Category Codes
•
Pricing Data
•
Billing Data
To renew a service contract
From the Periodic Service Contract Processing menu (G1724), choose Service Contract
Renewal.
When you run the Contract Renewal program, the system generates a report identifying
those contracts that expire soon and that require renewal contracts and letters. You can set
processing options for markup by percentage, renewal pricing, and leadtime for contract
expiration.
The Contract Renewal program uses the MailMerge function to generate renewal letters and
contracts.
►
To copy a service contract
From the Daily Service Contract Processing menu (G1714), choose Enter Contract
Header or Service Contract Detail.
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You can copy a service contract to create another contract.
1. On Work With Contracts, locate the contract that you want to copy.
2. Choose the contract and click Copy.
3. On Contract Revisions, modify the information as needed for the new contract. You
can modify or delete any detail lines.
4. Click OK.
The system assigns a new contract number in the Contract field.
Processing Options for Contract Revisions (P1721)
Defaults Tab
The processing options on this tab define the defaults that the system uses when you enter
contracts. While you can override these values for a single contract, you can specify defaults
that is standard to most contracts that you enter in this version of Contract Revisions, such as
document type, business unit, company, line type, description, status, duration and quantity
unit of measure.
1. Default Contract Document Type
Use this processing option to have the system use this document type as the
default when you enter a contract. It is a user defined code (00/DT) that also
indicates the nature of the transaction.
2. Default Contract Key Company
Use this processing option to indicate the contract key company that the
system uses as a default when you enter a service contract.
An Order Company is a number that, along with order number and order type,
uniquely identifies an order document (such as a purchase order, a a contract,
a sales order, etc.)
3. Copy Contract Information
1 = Create a new contract number
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2 = Keep the original contract number and advance the version number
Use this processing option to specify how the system assigns the contract
number when you copy contract information.
Valid values are:
1 Create a new contract number.
2 Keep the original contract number and advance the version number.
4. Default Contract Line Type
Use this processing option to specify the line type the system uses as a
default when you enter a contract detail line.
The line type is a code that controls how the system processes lines on a
transaction. When you enter a line type for a service contract detail line,
the system verifies the line type characteristics in the CSMS Line Type
Extension table.
5. Line Increment
Use this processing option to specify the increment by which the system
numbers the order lines.
6. Contract Status
Use this processing option to specify the contract status that the system uses
as a default when you enter a service contract.
The contract status is a two-character code that provides status information
about a contract. This status is edited against user defined codes (52/CS).
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7. Default Contract Description
Blank = Header description will be defaulted to detail lines
1 = Inventory Item Number
2 = Line Type Description
3 = Product Model
4 = Product Family
Use this processing option to specify the contract detail line description
that the system uses as a default when you enter a contract. Valid values are:
Valid values are:
Blank Contract header
1
Item number
2
Line Type description
3
Product Model
4
Product family
If you choose option 1, the system uses the item number as the detail line
description default.
If you choose option 2, the system uses the line type description as the
detail line description default.
If you choose option 3, the system uses the product model as the detail line
description default.
If you choose option 4, the system uses the product family as the detail line
description default.
If you leave this option blank, the system uses information from the contract
header.
8. Duration Unit of Measure
Use this processing option to specify the duration unit of measure that the
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system uses as a default when you enter a contract. It is a user defined code
(00/UM) that identifies the unit of measure to use in the document.
9. Quantity Unit of Measure
Use this processing option to specify the unit of measure that the system uses
as a default when you enter a contract. The unit of measure is a user defined
code (00/UM) that identifies the unit of an amount or quantity.
10. Business Unit
Use this processing option to specify the business unit the system uses as a
default when you enter a contract. If you leave this option blank, the system
uses the value from Default Locations & Printers, which is based on either
your terminal or user ID.
1. Installed Base Update
Blank = Bypass update
1 = Prompt the user to change Customer Number associated with Installed Base
2 = Automatically update Installed Base
Use this processing option to specify whether the system verifies the customer
number in the contract against the customer number for an installed base item
on a call, a contract, or a service work order. This processing option
determines whether the system updates the Installed Base if there is an
inconsistency. Customer number checking occurs if you change the customer
number in the contract.
Valid values are:
Blank Do not edit the customer number in the contract against the
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Installed Base.
1
Prompt to update the Installed Base.
2
Automatically update the Installed Base.
2. Site Number Update
Blank = Bypass update
1 = Prompt the user to change Site Number associated with the Installed Base
2 = Automatically update Installed Base
Use this processing option to determine what happens when you change the site
number for an installed base item on a call, a contract, or a service work
order.
Valid values are:
Blank Do not update the Installed Base.
1
Prompt to update the Installed Base.
2
Automatically update the Installed Base.
3. Asset Number Checking
Blank = Bypass checking
1 = Check for the Asset (Equipment/Unit/Serial) number being on another contract
detail line
Use this processing option to determine whether the system verifies if the
Asset Number (Equipment/Serial/Unit) that you entered on a contract detail
line exists on another contract detail line.
Valid values are:
Blank Bypass checking asset numbers.
1
The system checks assets numbers on contract detail lines.
4. Subledger Default for credit processing
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Blank = No default
1 = Contract Number
2 = Customer Number
3 = Site Number
4 = Short Item Number
Use this processing option to specify which system the system uses as a
default in the subledger field when you enter a credit or cancellation in a
contract. Valid values are:
Blank Do not use a default value in the subledger field.
1
Use the contract number.
2
Use the customer number.
3
Use the site number.
4
Use the short item number.
When you create a credit or cancel a contract detail line and the cancellation
results in a credit for the contract detail line, the system creates an entry
in the Service Billing Workfile (F4812) using the specified value as subledger
entry.
5. Reprice Detail Line
Blank = Do not automatically reprice line
1 = Automatically reprice line
Use this processing option to specify whether the system updates the order
price automatically.
Valid values:
Blank Do not automatically reprice order line.
1
Automatically reprice order line.
If you change a value in a field in the the contract that functions as a price
driver, the system updates the price based on the new value. The system only
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updates the price if the contract has not been billed.
This processing option is not related to the Basket or Order Reprice function
that exists in Advanced Pricing.
6. Advance Price Flag
Blank = Do not prefill Advance Price flag
1 = Prefill Advance Price flag
Use this processing option to prefill Advance Price Flag.
Valid values are:
Blank Do not activate Advanced Pricing.
1
Activate Advanced Pricing.
Process Tab
Edits Tab
The processing options on this tab define the editing process that the system performs for
this version of Contract Revisions. When you enter quantities, the system verifies if the item
is a serialized item and whether you allow multiple quantities for serialized items.
1. Multiple Quantities for Serialized Items
Blank = Do not allow multiple quantities for serialized items
1 = Allow multiple quantities for a serialized item.
Use this processing option to specify whether you are allowed to enter
multiple quantities (quantities that are greater than 1) for a serialized
item.
Valid values are:
Blank Do not allow multiple quantities for serialized items.
1
Allow multiple quantities for serialized items.
If you enter a serial number on the contract detail line, the quantity of the
item must be 1.
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If you enter an item number on the contract detail line, the system verifies
the serial number requirements in the Item Branch/Plant table (F4102) and then
looks at the value in this processing option before you are allowed to enter
multiple quantities for a serialized item.
Line Type Rule Tab
The processing options on this tab define the line type processing that the system performs
for this version of Contract Revisions.
1. Days Unit of Measure
Use this processing option to specify the unit of measure that the system uses
as a default when you enter a contract. The unit of measure is a user defined
code (00/UM) that identifies the unit of an amount or quantity.
Prepayment Tab
The processing options on this tab define the prepayment processing that the system
performs for this version of Contract Revisions. You use prepayment processing if you are
billing for contracts that the customer pays before invoicing. If you activate prepayment
processing, you can choose whether this version performs authorizations, settlements, or
both.
Prepayment takes place when a seller receives a form of payment from the customer at the
time of order entry. There are many types of prepayments that a customer can use, such as
cash, check, and credit card. When you make any type of prepayment, the system records
transaction information, and indicates the payment on the invoice.
Use this processing option to specify a hold code the system uses to restrict the amount of an
item or item group that a customer or customer group can purchase.
You must set up the Product Allocation preference in the Preference Master (P40070),
activate the preference through the Preference Selection (R40400), set up the hold code
information in Order Hold Information (P42090) and then activate preference profile
processing in the P4210, Versions, Preference Profile processing option. You must enter a
value that has been set up in UDC 42/HC.
1. Prepayment Processing
Blank = Bypass prepayment processing
1 = Activate prepayment processing
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Use this processing option to determine whether to activate prepayment
processing. Valid values are:
Blank The system does not update prepayment processing files.
1
The system performs prepayment processing and updates the
prepayment processing tables.
If you leave this option blank, the system does not display a Form exit to the
Prepayment window.
If you choose option 1, the system updates the prepayment processing tables
and allows you to access the Prepayment form.
2. Authorization Process
Blank = Bypass authorization processing
1 = Process authorizations interactively
2 = Process authorizations in a batch or subsystem
Use this processing option to identify the method of authorization processing.
Valid values are:
Blank The system does not perform authorization processing.
1
The system processes the authorization interactively.
2
The system processes the authorization in batch or subsystem mode,
based on the version.
3. Settlement Process
Blank = Bypass settlement
1 = Process settlements interactively
2 = Process settlements in a batch or subsystem
Use this processing option to identify the settlement processing method.
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Valid values are:
Blank The system does not perform settlement processing.
1
The system processes the settlement interactively.
2
The system processes settlements in batch or subsystem mode, based
on the version.
4. Authorize Prepayment Transaction version.
Use this processing option to identify the version of Authorize Prepayment
Transaction.
5. Settle Prepayment Transaction version.
Use this processing option to identify the version of Settle Prepayment
Transaction
Versions Tab
The processing options on this tab define the versions that the system accesses when you
take row and form exists from the Contract Revisions form, using this version of Contract
Revisions.
1. Work With Installed Base (P1701)
Use this processing option to specify the version of Work with Installed Base
(P1701) that the system uses when you access Installed Base from the Row menu
on the Contract Revisions form. If you leave this option blank, the system
uses version ZJDE0001.
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2. Installed Base Revisions (P1702)
Use this processing option to enter the version of Installed Base Revisions
(P1702) that the system uses when you choose Installed Base from the Row menu
on the Contract Revisions form. If you leave this option blank, ZJDE0001 is
used.
3. Price History (P4074)
Use this processing option to enter the version of Price History (P4074) that
the system uses when you choose Price History from the Row menu on the
Contract Revisions form. If you leave this option blank, ZJDE0001 is used.
4. A/B Modifications (P01012)
Use this processing option to enter the version of Address Book Modifications
(P01012) that the system uses when you choose Add/Modify Customer from the
Form menu on the Contract Revisions form. If you leave this option blank,
ZJDE0001 is used.
5. Quick Customer Add (P01015)
Use this processing option to enter the version of Quick Customer Add (P01015)
that the system uses when you choose Quick Customer Add from the Form menu on
the Contract Revisions form. If you leave this option blank, ZJDE0001 is used.
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Processing Options for Work With Contracts (P1720)
Defaults
These processing options indicate the defaults that the system uses when you use this
version to review contracts using the Work With Contracts form.
1. Default Contract Document Type (Required)
Use this processing option to specify the default document type that appears
on the Work with Contracts form.
You must enter a value that has been set up in user defined code table
(00/DT).
2. Default Key Company
Use this processing option to specify the default key company number.
Along with order number and order type, a key company is a number that
uniquely identifies an order document (such as a purchase order, a contract,
or a sales order).
Versions
These processing options define the versions of programs that the system uses when you
enter service contracts in the system using this version of Work With Contracts (P1720).
When you add a new contract or you review the details of an existing contract, the system
uses a version of Contract Detail Revisions (P1721) that you specify in these processing
options. You can locate the processing options for that program on the Interactive Versions
form.
1. Service Contract Revisions (P1721) version
Use this processing option to specify the version of Contract Revisions
(P1721) that the system uses when you add or copy a contract.
If you leave this option blank, ZJDE0001 will be used.
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2. Contract Print (R1733) version
Use this processing option to specify the version of Contract Print (R1733)
that the system uses when you choose the Print Contract option from the Report
menu on the Work with Contracts form.
If you leave this option blank, XJDE0001 will be used.
Process
This processing option defines the order in which you want to display the contract header and
detail forms.
1. Display Header or Detail first
Blank = Display Detail first
1 = Display Header first
Use this processing option to specify whether the system first displays the
header revisions form or the detail revisions form when you add or inquire on
a service contract.
Valid values are:
Blank Display the Contract Revisions form (detail) first.
1
Display the Service Contract Header form first.
If you display the detail form first, the system creates a contract header
record based on the branch/plant and customer or site information that you
enter in the detail form. You can then access the header form to override
default information as necessary.
If you display the header form first, you can enter header information before
detail information. You can edit the defaults that affect the contract as well
as add or review additional header information, such as billing instructions
or payment terms.
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Defining the Entitlement Rules Sequence
The entitlement rules sequence defines priorities when you assign entitlement rules to
contract detail lines. The hierarchy determines the order that the system uses to search for a
match between the contract and the entitlement rules. Set up the hierarchy from specific to
general. For performance reasons, J.D. Edwards recommends that you set up only
necessary sequences.
►
To define the entitlement rules sequence
From the Daily Service Contract Processing menu (G1714), choose Enter Contract
Header.
Alternatively, from the Daily Service Contract Processing menu (G1714), choose Service
Contract Detail.
1. On Work With Contracts, choose Entitlement Rules from the Form menu.
2. On Contract Entitlement Rules Sequence, enter Y or N in the following fields and
click OK:
•
Product Model
•
Product Family
•
Equipment Number
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•
Branch/ Plant
•
Inventory Item Number
Reviewing Entitlement Information
You can review entitlement information and make any changes necessary when entitlement
details for the contract change. The system allows you to review entitlement information by
customer number, item number, and serial number.
You can use this form to review the customer's entitlement and exit to the service package
that the customer has purchased. For example, if a customer purchases a computer from you
in conjunction with the service package that has the most benefits, the customer might be
entitled to having a repair person visit the site as opposed to sending the computer to you for
repair.
►
To review entitlement information
From the Daily Service Contract Processing menu (G1714), choose Entitlement Inquiry.
1. On Work With Entitlement Inquiry, complete any or all of the following fields and click
Find:
•
Customer
•
Site Number
140
•
Equipment Number
2. To further limit your search, complete the following fields:
•
Product Model
•
Product Family
•
Inventory Item Number
3. To display customer or equipment children information, click one of the following
options:
•
Customer Children
•
Equipment Children
If you access the Entitlement Inquiry form from Service Order Management or Call
Management, the Customer Children and Equipment Children fields are disabled.
4. Click Find.
Canceling and Suspending Contract Information
You might need to cancel a contract or an individual detail line if you set it up incorrectly or if
the customer no longer wants to cover an item that is under contract.
Topics
Suspending contracts
Canceling contracts
Canceling and suspending contract detail lines
►
To suspend contracts
From the Daily Service Contract Processing menu (G1714), choose Service Contract
Detail.
1. On Work With Contracts, locate the contract that you want to cancel.
2. Choose the contract and click Select.
3. On Contract Revisions, choose Suspend Contract from the Form menu.
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4. On Suspend Contract, complete the following fields:
•
Suspend Date
•
Billing Suspension Code
When you suspend a contract, the system still displays the contract as entitled.
However, the system does not create billing records until the contract is no longer
suspended.
5. To reactivate a suspended contract, click the following option and click OK.
•
Reactivate
When you reactivate a suspended contract, the system continues contract billing.
►
To cancel contracts
From the Daily Service Contract Processing menu (G1714), choose Service Contract
Detail.
1. On Work With Contracts, locate the contract that you want to cancel.
2. Choose the contract and click Select.
3. On Contract Revisions, choose Cancel Contract from the Form menu.
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4. On Cancel Contract, complete the following fields and click OK:
•
Cancel Date
•
Cancel Reason Code
The system calculates any paid amounts that should be credited as a result of
canceling the contract.
►
To cancel and suspend contract detail lines
From the Daily Service Contract Processing menu (G1714), choose Service Contract
Detail.
Instead of canceling or suspending entire contracts, you might need to cancel or suspend
specific contract detail lines in a single contract.
1. On Work With Contracts, locate the contract that you are changing.
2. Choose the contract and click Select.
3. On Contract Revisions, choose the row that you are canceling or suspending.
4. Choose Cancel/Suspend from the Row menu.
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5. On Cancel/Suspend Contract Line, complete the following fields to cancel a contract
detail line:
•
Cancel Date
•
Cancel Reason Code
6. To suspend a contract detail line, complete the following fields:
•
Suspend Date
•
Billing Suspension Code
The system calculates any amount that has been paid that should be credited as the
result of a canceled contract detail line.
7. To reactivate a suspended contract, click the following option and click OK.
•
Reactivate
When you reactivate a suspended contract detail line, the system continues contract
billing.
Crediting Contract Detail Lines
You can credit a detail line on a contract or reverse a charge.
144
►
To credit contract detail lines
From the Daily Service Contract Processing menu (G1714), choose Service Contract
Detail.
1. On Work With Contracts, locate the contract that you are changing.
2. Choose the contract and click Select.
3. On Contract Revisions, choose the detail line that you want to credit.
4. From the Row menu, choose Credit Line.
5. On Credit Contract Line, complete the following fields:
•
Current Credit
The credit amount must be equal or less than the billed amount.
6. Click OK.
Creating Contract Prepayment Transactions
To track your customer's payments that are made up-front, you can use prepayment
processing. Customers can prepay by using cash, check, or credit card. If a customer has
already paid for a service contract, the invoice reflects that the contract has been prepaid.
Only one type of payment is allowed per contract. The prepayment must also be set up as a
one-time billing. The bill from and through dates must be in the same period and year.
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Before You Begin
Set up the Payment Instrument user defined code (00/PY). See Setting Up User
Defined Codes for CSMS.
Set the prepayment processing option on Contract Revisions (P1721) to prepay.
►
To create contract prepayment transactions
From the Daily Service Contract Processing menu (G1714), choose Enter Contract
Header.
1. On Work With Contracts, locate the contract that you are changing.
2. Choose the contract and click Select.
3. On Service Contract Header, click the Additional Information tab.
4. Change the value in the following field to indicate that this is a prepayment:
•
Payment Instrument
The special handling code for this pay instrument must equal 11 (cash), 12
(check), or 13 (credit card).
You cannot make this change if the contract has already been billed.
5. Click OK twice.
6. On Contract Revisions, choose Prepayments from the Form menu.
You can only enter prepayment information for the contract after you have entered
the contract detail lines.
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7. On Enter Prepayment Information, review and update the appropriate information.
8. Click OK.
Note
The contract cannot be billed yet to create a transaction.
Depending on your processing option setup, the system authorizes or settles transactions
after you create prepayments.
See Also
Working with Prepayments
Reviewing Contract Renewal Letters
From the Periodic Service Contract Processing menu (G1724), choose Contract Renewal
Letters.
When service contracts are about to expire, you can generate renewal letters to customers.
Based on contract information and processing options, the system automatically generates
letters for contracts that are expiring.
The letters that you generate using Contract Renewal Letters (R1731) work with the
MailMerge Workbench. The MailMerge Workbench is an application that merges Microsoft
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Word 6.0 (or higher) word processing documents with OneWorld records to automatically
print business documents, such as contract renewal letters.
After you run the batch process, you can review the results in the Work Center. You can
access the Work Center from the Exit Bar on the Work with Batch Versions form. In the Work
Center, you can see a flash message in your Inbox (the flash message is indicated by the
lightning bolt). If you click the flash message icon, the system displays a World logo named
MailMerge.
Click on the World symbol to generate the letters. The system displays the merged letters.
You can review and print the letters.
Note
You must not have Microsoft Word open when you generate contract renewal letters, or you
will get a blank screen.
Before You Begin
You must set up the MailMerge document before you can generate renewal letters.
See Setting Up MailMerge Documents for Contract Renewals for setup information.
See Also
MailMerge Workbench in the OneWorld Foundation documentation for complete
information about changing MailMerge Documents
Changing MailMerge Documents in the OneWorld Foundation documentation for
more information about changing the content properties of a MailMerge document,
such as the business text, document description, and queue name
Deleting MailMerge Documents in the OneWorld Foundation documentation for
complete information about removing MailMerge documents
Reviewing the Detail Contract Renewal Report for more information about generating
a report for contract renewals
Processing Options for Contract Renewal Letters (R1731)
Defaults
1. Enter the Date to appear on the Renewal Letters as the Mailing Date. If left blank, today's date will be
defaulted.
Mailing Date
2. Enter the appropriate value for which Address Book information to be printed on the Renewal Letter.
'blank' = Customer Number
1 = Site Number
2 = Bill To Number
3 = Send To Number
Mailing Address Book Information
3. Enter the Contract Status you want the Contract record changed to once Renewal Letters have been
generated.
Contract Status
4. Enter the Number of Days to be used on the Renewal Letter.
Number Of Days
Process
1. Renewal Letter Document (REQUIRED)
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Billing for Contracts
The typical billing process includes accumulating contracts to bill, creating and printing
invoices, and recording journal entries for income and receivables.
Customer Service Management is integrated with the Accounts Receivable and General
Accounting products. The billing process in CSMS is the same whether billing for service
contracts or for service orders. Once you set up the billing details in CSMS, the system runs
the billing process and updates Accounts Receivable with invoice information and General
Accounting with revenue information.
Invoices are based on billable contracts. The first step in the billing process is to accumulate
billable contracts. When you run CSMS Contract Workfile Generation, the system gathers the
contracts eligible for billing from the Contract Detail table (F1721), and creates Billing Detail
Workfile records (F4812).
Topics
Setting up AAIs for service contracts
Understanding service contract billing for CSMS
Generating the contract workfile
Reviewing contract billing information
Before You Begin
Set up distribution AAIs.
See Also
Billing for CSMS for related billing tasks
Setting Up AAIs for Service Contracts
To bill contracts, you must identify information about your account structure and specific
account values to process business transactions properly. You define your account structure
and specific account values by using automatic accounting instructions (AAI). The system
stores the AAI values in the Automatic Accounting Instructions table (F40905). Whenever a
program performs an accounting function, it accesses the Automatic Accounting Instructions
table.
Distribution AAIs define the rules by which the Customer Service Management system and
the general ledger interact. Accounting AAIs define the rules by which the CSMS and the
Accounts Receivable system interact. When you define AAIs, you establish how the system
process transactions for various programs.
Contract-related distribution AAIs consist of the following:
•
1750, Contract Revenue
•
1751, Contract Short-Term Revenue
•
1752, Contract Long-Term Revenue
•
1753, Contract Cancel Fees
Based on key fields, the system retrieves the G/L account to use when creating an entry in
the Billing Detail Workfile table (F4812). The key fields are:
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•
Company
•
Doc Type
•
G/L Category Code
Based on these key fields, the system creates journal entries using:
•
Branch/Plant
•
Object Account
•
Subsidiary
The system retrieves the document type and company from the contract, and identifies the
appropriate G/L class code according to a search hierarchy.
Hierarchy for G/L Class Codes for Service Contracts
OneWorld identifies the proper G/L class code according the following hierarchy:
1. Based on the service package on the contract detail line, the system looks up the G/L
class code in the Service Package table (F1729). If the G/L class code is not blank,
then the system uses this value to retrieve the G/L account from the distribution AAIs.
2. If the G/L class code in the Service package table (F1729) is blank, then the system
uses the branch/plant and the item number on the contract detail line to retrieve the
G/L class code from the Item Branch Plant Information table (F4102). If the G/L class
code is not blank, then the system uses this value to retrieve the G/L account from
the distribution AAIs.
3. If the G/L class code in the Item Branch/Plant Information table (F4102) is blank, then
the system uses the item number on the contract detail line to retrieve the G/L class
code from the Item Master (4101). If the G/L class code is not blank, then this is the
G/L class code used to retrieve the G/L account from the distribution AAIs.
4. If the G/L class code on the Item Master (F4101) is blank, the the system uses the
line type on the contract detail line to retrieve the G/L class code from the Line Type
Constants (F40205). If the G/L class code is not blank, then this is the G/L class code
5.
If the G/L class code in the Line Type Constants is blank, then the system uses a
blank value to retrieve the G/L account from the distribution AAIs.
After the system finds an entry in the Distribution AAIs for company, document type, and G/L
class code, the system determines the responsible business unit (branch/plant) based on the
search hierarchy for responsible business unit for service contracts.
Hierarchy for Responsible Business Unit
If the business unit of AAI is blank, the system locates the responsible business unit based
on the value specified in the field, Responsible Business Unit, located on the Contracts tab in
the CSMS Constants.
In the CSMS Constants, you can choose one of the following options for the system to use to
locate the responsible business unit:
Item Branch Master Extension
(F41171) or Item Master Extension
(F4117)
The system uses the branch/plant and item number on the contract
detail line to find the responsible business unit in the Item Branch
Master Extension (F41171).
If the branch/plant is blank, the system uses the item number on the
contract detail line to find the responsible business unit in the Item
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Master Extension (F4117).
If the business unit exists in F41171 or F4117, the system uses this
business unit in the resulting accounting journal entry.
Product Family/Model (F1790)
The system uses the product model on the contract detail line to find
the responsible business unit in the Product Family/Model table
(F1790).
If the business unit exists in F1790, the system uses this business
unit in the resulting accounting journal entry.
Equipment (F1201)
The system uses the equipment number on the contract detail line to
find the responsible business unit in the Equipment Master (F1201).
If the business unit exists in F1201, the system uses this business
unit in the resulting accounting journal entry.
Customer Number (F0101)
The system uses the customer number on the contract detail line line
to find the responsible business unit in the Address Book Master
table (F0101).
If the business unit for the customer exists in F0101, the system
uses this business unit in the resulting accounting journal entry.
CSMS Line Type (F1793) – only
used for contracts
The system uses the line type on the contract detail line to find
responsible business unit in the Line Type Extension table (F1793).
If the business unit exists in F1793, the system uses this business
unit in the resulting accounting journal entry.
Note
If you assign a project business unit to the responsible business unit in the Business Unit
Master (F0006), the system uses the project business unit as the business unit for the
account.
See Also
Setting Up AAIs for more information about defining the account structure to process
transactions properly
Understanding Service Contract Billing for CSMS
The typical billing process includes accumulating service contracts to bill, creating and
printing invoices, and recording journal entries for income and receivables.
When you generate the service contract workfile, the system gathers the contracts that are
eligible for billing from the Contract Detail table (F1721) and creates records in the Service
Billing workfile (F4812).
After you generate the billing workfile, you must continue the standard service billing process.
See the next topic, Generating the Contract Workfile.
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To group workfile transactions and assign invoice numbers, you run the Invoice Processing
program, which summarizes one or more workfile transactions into pay item records. Pay
items are the billing lines which make up the total amount of a specific invoice.
The system stores pay item information in the Invoice Summary workfile (F4822) and
updates the workfile transaction records with the new invoice information and the sequence
and summarization key information.
After you run the Invoice Processing Program, you can print invoices for your customers.
To complete the billing process, you must create A/R and G/L entries. You first create
preliminary A/R and G/L entries using the Invoice Journal Generation program (R48131). You
then can review the resulting reports, which are the Billing Journal Register and the Invoice
Journal Generation Report, to determine whether the entries were generated with errors.
After you ensure that there are no errors within the batch, you can create the final A/R entries
using the Create A/R Entries program (R48199). Then you can post the invoices to the
general ledger.
See Billing for CSMS for detailed information and tasks about billing for service contracts in
the Customer Service Management system.
Generating the Contract Workfile
From the Periodic Service Contract Processing menu (G1724), choose Service Contract
Workfile Generation.
When you run the CSMS Contract Workfile generation program (R1732), the system
processes records in the CSMS Contract Detail table (F1721) and creates billing records in
the Service Billing workfile (F4812).
The system gathers records based on processing options, user data selections, company,
fiscal date patterns, and the billing frequencies and dates from the Contract Detail table
(F1721). When you run the generation program in final mode, the system creates records in
the Service Billing workfile. Then the Service Billing system creates workfile transactions that
are the basis for the Accounts Receivable and General Accounting systems. To bill and
invoice a contract detail line, you must run the generation program in final mode. The system
calculates the taxes during the workfile generation.
Caution: When you have billed a contract detail line in final mode, you cannot change it.
After you generate the service contract workfile, you must continue the standard billing
process, which includes:
•
Generating the invoice workfile using the Invoice Generation Program (P48121)
•
Printing invoices
•
Generating the Invoice Journal using the Invoice Journal Generation program
(R48131)
•
Creating A/R and G/L entries using the Create A/R Entries program (R48199).
•
Posting the A/R and G/L entries using the standard G/L Post program (R9801)
See Also
Billing for CSMS for detailed information and tasks about billing for service contracts
in the Customer Service Management system.
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If you are using Vertex, see Vertex Quantum for Sales and Use Tax
Processing Options for CSMS Contract Workfile Generation (R1732)
Defaults
1. Enter the date to bill through. If left blank the bill through date will be the current system date.
2. Enter a '1' to do catch-up billing. If left blank, catch-up billing will not be done.
3. Enter the appropriate value from below to determine what to default into the Subledger field.
'blank' = No Default
1 = Contract Number
2 = Customer Number
3 = Site Number
4 = Short Item Number
4. Enter the appropriate value from below to determine which address book number will be displayed on
the report.
'blank' = Customer Number
1 = Site Number
2 = Bill To Number
Process
1. Enter a '1' to run in final mode. Final mode will update all records. If left blank, no records will be
updated.
2. Enter a '1' to write errors to a report. If left blank, errors will be written to the Work Center.
Vertex
These processing options only pertain if Vertex's Quantum Sales and Use Tax Software (3rd party tax
software) has been implemented.
1. Enter the appropriate value from below to determine how to tax CSMS Service Contracts. If left blank,
"SERVIC" will default.
"LEASE" = Lease Tax
"PURCH" = Purchase Tax
"RENTAL" = Rental Tax
"SALE" = Sales Tax
"SERVIC" = Service Tax
Reviewing Contract Billing Information
You can review billing information for your contracts by running the Contract Workfile
Generation program in proof mode and looking at the edit report. After you run proof and final
mode, you review billing information in two ways:
•
Billing/Amortization Control Inquiry
•
Work with Billing Details form
You cannot change records after you have run the Contract Workfile Generation program in
final mode. The system updates CSMS Contract Detail table to reflect billed records. If the
records are not processed through the Service Billing program, the accounts receivable
records will not match the CSMS records.
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►
To review contract billing information
From the Periodic Service Contract Processing menu (G1724), choose
Billing/Amortization Inquiry.
1. On Billing/Amortization Control Inquiry, complete the following field and click Find:
•
Contract
2. Review the following fields:
•
Contract Type
•
Contract Company
•
Version
•
Line No.
•
Gen. Type
•
Ctry
•
FY
•
Total Amount
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Working with the Amortization Process
Amortization allows you to manage revenue by moving long-term revenue to short-term
revenue, and then to earned or recognized revenue. This system only amortizes billed
revenue.
When billing, the system moves the entire billed amount to long-term revenue. When you use
amortization, the system moves anything from today's date plus twelve months to short-term
revenue. The system moves anything from the beginning of the contract through the end of
the amortization period to recognized revenue.
Topics
Generating the amortization workfile
Reviewing amortization records
Before You Begin
Verify that you have purchased and installed the following systems. You must have
installed these systems to be able to use amortization for service contracts:
•
The General Accounting, Accounts Receivable, and Accounts Payable systems
•
The Address Book system
•
The Service Billing system
Set up fiscal date patterns. See Setting Up Fiscal Date Patterns in the General
Accounting Guide.
Set up company information. See Setting Up Companies in the General Accounting
Guide.
Set up manufacturing AAIs information.
Generating the Amortization Workfile
From the Periodic Service Contract Processing menu (G1724), choose Svc. Contract
Amort. Generation.
Use the Amortization Generation program to amortize revenue for service contracts. You can
run the program in proof or final mode, but the system only updates affected tables when you
run it in final mode.
The program performs the following functions:
•
Moves long-term to short-term revenue, if applicable
•
Moves short-term to recognized revenue, if applicable
When you run the Amortization Generation program, the system retrieves records from the
Contract Detail table (F1721) based on the dates that you define. For each contract detail line
processed, the system verifies that the long-term and short-term amounts are current based
on the start and end dates, and the Amortization Date in the processing option plus one year.
For contract detail lines that fall within the dates specified, the system verifies that the detail
lines have been amortized using the Billing/Amortization Control Master (F1794). The system
creates records in the Account Ledger table (F0911) and updates the Billing/Amortization
Control Master table whenever a contract detail line has been amortized for a given time
period.
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Processing Options for Amortization Workfile Generation (R17321)
Process
These processing options on this tab define the processing that the system performs for this
version of Amortization Workfile Generation (R17321). You can choose whether the system
generates the amortization workfile in proof or final mode, the amortization period or year,
and subledger information.
1. Proof or Final Mode
Blank = Proof
1 = Final
Use this processing option to specify whether to run the workfile generation
program in proof or final mode. Valid values are:
Blank Run the workfile generation in proof mode.
1
Run the workfile generation program in final mode.
If you run the generation program in proof mode, the system does not update
any tables. You can review the report to review amortization information and
correct any errors, based on your processing options.
If you run the generation program in final mode, the system updates the
Billing/Amortization Control Master table (F1794) and writes journal entries
to the Transaction Ledger table (F0911).
2. Fiscal Period - Amortize Through
Use this processing option to specify the fiscal period for amortization.
If you leave this option blank, the system uses the current fiscal period.
3. Fiscal Year - Amortize Through
Use this processing option to specify the fiscal year for amortization.
If you leave this option blank, the system uses the current fiscal year.
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4. Subledger Default
Blank = not populated
1 = Contract Number
2 = Customer Number
3 = Site Number
4 = Item Number
Use this processing option to specify whether the system retrieves a value for
the subledger field. Valid values are:
Blank No subledger value.
1
Contract number.
2
Customer number.
3
Site number.
4
Item number.
Print
The processing options indicate the values the system uses for the resulting report when you
use this version to generate amortization workfiles. For example, you can choose the address
book information that prints on the report and whether you print errors on the report or send
errors to the Work Center.
1. Work Center Or Report
Blank = Errors to Work Center
1 = Errors on Report
Use this processing option to specify where the system writes errors. Valid
values are:
Blank Write errors to the Work Center.
1
Print errors on the report.
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2. Address Number
Blank = Customer Number
1 = Site Number
2 = Bill To Number
Use this processing option to specify which address number appears on the
report.
Valid values are:
Blank Customer Number
1
Site Number
2
Bill To Number
Versions
This processing option defines the version of the G/L Post program that the system uses
when you generate amortization records using this version of CSMS Contract Amortization
Workfile (R17321).
1. G/L Post Version
Use this processing option to specify the version of the G/L Post that the
system uses after it completes the amortization process and runs in final
mode.
If you leave this option blank, the system uses version ZJDE0001.
Reviewing Amortization Records
You can view the periods and amounts that have been billed and view the periods and
amounts that have been amortized on a service contract. You can review whether a contract
has been amortized for a specific processing period.
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►
To review amortization records
From the Periodic Service Contract Processing menu (G1724), choose
Billing/Amortization Inquiry.
On Billing/Amortization Inquiry, complete the following fields and click OK:
•
Contract
•
Contract Type
•
Contract Company
•
Generation Type
Valid values for the Generation Type field for CSMS are as follows:
•
A, Recognized Domestic
•
B, Billed Domestic (Long)
•
C, Short Domestic
•
D, Recognized Foreign
•
E, Billed Foreign (Long)
•
F, Short Foreign
•
G, Credit Recognized Domestic
•
H, Credit Domestic (Long)
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•
I, Credit Short Domestic
•
J, Credit Recognized Foreign
•
K, Credit Foreign (Long)
•
L, Credit Short Foreign
Reviewing Service Contract Reports
Review service contract reports to determine the status of your contracts. For example, you
can review them to determine whether they are expiring soon and whether you need to renew
those contracts that are expiring.
Topics
Reviewing the Service Contract report
Reviewing the Service Contract Renewal report
Reviewing the Detail Contract Renewal report
Reviewing the Cancel Contract report
Reviewing the Service Contract Report
From the Periodic Service Contract Processing menu (G1724), choose Service Contract
Report.
Run the Service Contract report to identify contracts and to find any pertinent information.
You can set your data selection to define the type of report that you need to review.
See Also
Service Contract Report (R1734) in the Reports documentation for a sample of this
report
Processing Options for Contract Report (P1734)
Print
1. Enter a '1' to print detail. If left blank, will only print header.
Reviewing the Service Contract Renewal Report
From the Periodic Service Contract Processing menu (G1724), choose Service Contract
Renewal.
You can run the Service Contract Renewal report to identify contracts that require you to
generate renewal contracts and letters. You can set up your processing options to include
markup by percentage, to select the pricing to use for your renewal, and to set the lead time
for contract expiration.
You can use this report to create a new contract or to advance the version number of the
current contract if the renewal contract will be a duplicate of the customer's existing contract.
160
See Also
Service Contract Renewal Report (R1730) in the Reports documentation for a
sample of this report
Processing Options for Detail Contract Renewal (P1730)
Report Option
1. Renewal Options
Enter '1' to create a new contract.
Enter '2' to advance contract change number.
If blank, contract will not be renewed.
2. Pricing Options
Enter '1' to use existing prices.
Enter '2' to use Advance Pricing.
Enter '3' to markup by percentage.
Markup Percentage.
Example: enter 50 for 50% markup
3. Enter Lead days for contract expiration.
4. Enter the contract renewal status code for old contract.
5. Enter the contract status for the renewal.
Select
1. Enter '1' to renew Base Warranty contracts to billable contracts. If blank, Base Warranty Contracts
will be omitted from the data selection.
Versions
If blank, default will be ZJDE0001.
1. P1720 Version
2. P1721 Version
Process
1. Enter a '1' to have Final process. If left blank, Proof process will be used.
Defaults
1. Bill From Date:
'1' = Calculate the Bill From Date based on old contract detail line.
'2' = Calculate Bill From Date based on the 1st detail line of the contract.
'3' = Set the Bill From Date the same as the contract detail line Start Date.
'4' = Specify a Bill From Date.
The default is '1' if blank.
If '4', specify the Bill From Date. If blank, current system date will be used.
2. Bill Through Date
'1' = Calculate Bill Through Date based on old contract detail line.
'2' = Calculate Bill Through Date based on the 1st detail line of the contract.
'3' = Set the Bill Through Date to the contract detail line End Date.
'4' = Specify a Bill Through Date.
The default is '1' if blank.
If '4', specify Bill Through Date. If blank, the Bill From Date will be used.
3. Enter Billing Frequency Code
Base Warranty
Base Warranty Renewal Options.
All of these entries will be applied to every Base Warranty that is renewed.
1. Enter the company to be used for the renewed contract. If blank, the values from the P1721 version
will be used.
2. Enter the contract document type. The value entered will be applied to both the header and detail
lines. If blank, the value from the P1721 version will be used.
3. Enter the line type for the renewed contract details. If blank, the value from the P1721 version will be
used.
4. Enter the contract status to be used for the renewed contract. If blank, the value from the Report
Option tab will be used.
5. Enter the contract type. If blank, the value from the P1721 version will be used.
6. Enter Customer address number.
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7. Enter the Site address number.
8. Enter the Bill To address number.
9. Enter the Send To address number.
10. Enter the number days in contract.
11. Enter the Adjustment Schedule for advanced pricing.
12. Enter Billable Duration.
13. Enter the Non-billable Duration.
14. Enter the Billable/Non-billable duration Unit of Measure.
Copy Defaults
1. Tax Information
Blank = Copy Tax Information
'1' = Retrieve Tax Rate/Area from Site Number and Tax Explanation Code from Customer Number
2. Discount Information
Blank = Copy Discount Informaiton
'1' = Do Not Copy the Discount Information
3. Customer Currency
Blank = Copy the Customer Currency
'1' = Retrieve Currency from the Customer
4. Document Type
Blank = Copy the Document Type
'1' = Default the Document Type
5. Key Company
Blank = Copy the Key Company
'1' = Default the Key Company from P1721 Processing Options
6. Header Business Unit
Blank = Copy the Header Business Unit
'1' = Default the Header Business Unit from P1721 Processing Options
7. Line Description
Blank = Copy the Line Description
'1' = Default the Line Description from P1721 Processing Options
Reviewing the Detail Contract Renewal Report
From the Periodic Service Contract Processing menu (G1724), choose Detail Contract
Renewal.
You can use this report to review detail line information for a contract. You can renew
contract information by detail line as well as determine if new detail lines need to be added to
the latest version of the contract.
See Also
Detail Contract Renewal Report (R1735) in the Reports documentation for a sample
of this report
Processing Options for Detail Contract Renewal (R1735)
Process
1. Enter '1' to have Final process. If left blank, Proof will be process.
2. Renewal Options
Enter '1' to create a new contract for these detail lines.
Enter '2' to create a new version.
Enter '3' to add new lines to contract being renewed.
Enter '4' to add detail lines to the last version for the contract being renewed.
162
Enter '5' to add detail lines to a specific contract number and version number.
3. Enter contract number if renewing to a specific contract number.
4. Enter version number if renewing to a specific contract number.
5. Pricing Options
Enter '1' to use existing prices.
Enter '2' to use advanced pricing.
Enter '3' to markup by percentage.
6. Enter Markup Percentage.
Example: enter 50 for 50% markup.
7. Enter contract status for renewing contract.
8. Enter contract status for the renewal.
9. Enter calculate Bill From option.
Enter '1' to calculate based on renewing old contract detail line.
Enter '2' to calculate based on the first detail line on old contract.
Enter '3' equals new contract start date.
Enter '4' to enter a date.
Enter Bill From date if '4' is on above.
10. Enter calculate Bill Through option.
Enter '1' to calculate based on renewing old contract detail.
Enter '2' to calculate based on the first detail line on old contract.
Enter '3' equals new contract end date.
Enter '4' to enter a date.
Enter Bill Through date if '4' is on above.
11. Enter the Billing Frequency Code
Versions
1. P1720 Version
Base Warranty
1. Renew Base Warranty records to Billable.
Blank = Do not renew Base Warranty records to Billable lines.
1
= Renew Base Warranty records to Billable lines.
2. Enter the Line Type for the Billable lines.
If blank, the Line Type from P1721 Processing Options will be used.
3. Enter the Billable Duration
4. Enter the Non-billable Duration
5. Enter the Duration Unit of Measure
If blank, the Duration Unit of Measure from P1721 Processing Options will be used.
6. Enter the Address Number for advanced pricing.
If no address number is entered for advanced pricing, the customer number will be used.
7. Enter the Price and Adjustment Schedule for advanced pricing.
If no Price and Adjustment Schedule is entered, the default value will be based on the Price By
address number.
Copy Defaults
1. Tax Information
Blank = Copy Tax Information
'1' = Retrieve Tax Rate/Area from Site Number and Tax Explanation Code from Customer Number
2. Discount Information
Blank = Copy Discount Information
'1' = Do Not Copy Discount Information
3. Customer Currency
Blank = Copy the Customer Currency
'1' = Retrieve Currency from the Customer
4. Document Type
Blank = Copy the Document Type
'1' = Default the Document Type from P1721 Processing Options
5. Key Company
Blank = Copy the Key Company
'1' = Default the Key Company from P1721 Processing Options
6. Header Business Unit
Blank = Copy the Header Business Unit
'1' = Default the Header Business Unit from P1721 Processing Options
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7. Line Description
Blank = Copy the Line Description
'1' = Default the Line Description from P1721 Processing Options
Reviewing the Cancel Contract Report
From the Periodic Service Contract Processing menu (G1724), choose Cancel Contract.
Use this option to cancel single or multiple contracts. The system creates a report when you
run this program in either proof or final mode. However, only final mode updates the system.
See Also
Cancel Contract Report (R1736) in the Reports Guide for a sample of this report.
Processing Options for Cancel Contract (R1736)
Defaults
1. Enter the Cancellation Reason Code - Required
2. Enter the cancellation date
If blank, the cancellation date will be the current system date.
Process
1. Enter the Processing Mode
Blank = Proof Mode
1
= Final Mode
2. Enter the Subledger Default for credit processing.
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Call Management
Call Management
The Call Management system provides features and functions to record contact between
customers and consultants. Call Management is the central point for customer interaction and
for storing and tracking customer issues. An issue is a question or problem for which a
customer wants a solution. You use Call Management to record what transpires between the
customer and the consultant. For each issue, the system can track the ownership, date and
time that issues are received and completed, the analysis of root cause, and the client data
throughout the life of the issue.
The Call Management system stores all current and historical information about the call in
one database. Each time that you make changes to a call, the system saves the entire record
as well as the new information.
You can use Call Management to manage issues and perform the following tasks:
•
Track an issue with a single record
•
Track tasks assigned to another open or personal queue
•
View issues based on selection criteria
You can maintain a database of symptoms, analyses, and resolutions that you can search
and reuse. You can also track severity and highlight critical issues.
Call Management allows an organization to create a central point of contact for all customer
service processes by including the following:
•
Call capture
•
Call queue management
•
Service order management
•
Request fulfillment
Topics
Setting up call management
Entering call information
Working with calls
Working with Computer Telephony Integration
Resolving calls
Managing the call work center
Billing for calls
Reviewing call management reports
Call Capture
Today, customers are concerned with the amount of time it takes to call and report an issue.
They do not want to be asked to supply information more than once or to provide information
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that the supplier or service provider should have available. Customers expect and demand
fast and efficient service.
You use the call capture process to select or create a customer record associated with a call.
The system automatically generates a call number that you can use to track the progress on
the call. Consultants can view detail information about the customer including call history and
contracts.
With the Call Management system, you enter information once and the system provides that
information to all parties that need it. If you use Computer Telephony Integration, all the
information that the system captures appears on the call entry screen. Once you identify a
serial number, equipment number, or item number, the system uses the information from the
Installed Base record and contract to complete the call entry screen.
On the call entry or service order entry screen, you can use menu exits to quickly retrieve
information about the customer, product, or issue. Fast and efficient information retrieval
provides business intelligence, reduces information entry errors and increases the
satisfaction of the customer.
Call Queue Management
Call queue management is the process of assigning calls to queues and to responsible
persons. You might use call queue management to ensure that foreign language calls are
directed to the appropriate person, or you might use queues to represent specific products
and assign calls to consultants who are knowledgeable about each product.
Knowledge Management
Use Knowledge Management with Call Management to review and associate symptoms,
analysis, and resolutions with calls. Key features of this module include the following:
•
A database of problems, research and testing, and solutions
•
Reusable units of knowledge
•
Knowledge management transactions, where you can associate a symptom from a
call with multiple analyses and resolutions
Terms and Concepts
The following Call Management terms are used in this guide:
Analysis
The research and tests that you perform in order to resolve a customer issue.
Call
The format for receiving customer issues. They include:
•
telephone
•
facsimile
•
e-mail
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Call work center
A central location that allows you to view all open and personal queues, and allows
you to move calls between queues.
Issue
A question or problem generated by a customer and for which the customer wants
a solution. A customer can communicate the issue by telephone, facsimile, or email. Issues are contained within calls.
Knowledge
management
The database that you use to store symptoms, analysis, and resolutions associated
to issues.
Open queue
A folder that contains open, unassigned calls and tasks. It may also display teams
associated with the queue.
Personal queue
A folder that contains assigned calls and tasks associated with one responsible
consultant.
Resolution
The solution attached to an issue. Resolutions are stored separately from
symptoms and can be searched for and reused for other issues.
Symptom
The problems attached to an issue. Symptoms are stored separately from
resolutions and can be searched for and reused for other issues.
Task
An action related to an issue. A consultant can assign a task to another consultant
or to an open queue.
Computer Telephony The interface that enables a computer to act as a call center. It accepts incoming
Integration (CTI)
calls and routes them to the appropriate device or person.
Understanding the Interface
The Call Management interface uses the following icons and colors to help you capture call
information.
Icons
Phone
This icon represents a call in the work center.
Ringing phone
This icon represents a callback in the work center.
Tools
This icon represents product history in the call.
Person
This icon represents customer history in the call.
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Open Folder
This icon represents open tasks in the call.
Triangle
This icon represents tasks in the work center.
Three dots
This icon represents additional contacts for the call.
Green checkmark
This icon indicates that a customer is entitled.
Circle with a line through
the middle
This icon indicates that a customer is not entitled.
Tree Structure
This icon indicates that the call has been assigned to a queue. You can click
on the icon to review the routing.
Burning envelope
This icon represents that a flash message is attached.
Colors
You can assign colors and attach the color to a priority level. Enter the color of the priority
that you want in the special handling code of the UDC (17/PR). Twelve colors are available:
Blue, Yellow, Red, Fuchsia, Teal, Gray, Lime, Aqua, Navy, Maroon, Purple, and Olive.
Setting Up Call Management
Before you can use any of the features of Call Management, you need to define information
that the system uses for processing. You also need to specify information that is used when
you enter data, such as call and issue information, into the system.
Setting Up Call Management Constants
To define default information for the entire system, you set up system constants. Constants
control the types of information that you track and the rules that the system uses to perform
certain calculations.
►
To set up call management constants
From the Customer Service Setup menu (G1740), choose Customer Service Constants.
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1. On CSMS System Constants Revisions, click the General Tab.
2. To set up the system to automatically check for history on a piece of equipment, an
item number, or a product model, click the following option:
•
Check for Previous Calls and Service Orders on Piece of Equipment
3. To set up the system to automatically check for customer history, click the following
option:
•
Check for Previous Calls and Service Orders on Customers
4. Click the Calls tab.
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5. To identify the kind of address book record that you want the system to select when
you are searching for a queue or creating a call queue, complete the following field:
•
Queue Search Type
Enter a user defined code (01/ST).
6. To identify the classification of a call that is assigned for entitlement checking,
complete the following field:
•
Type of Service
This is the type of service assigned to a call for entitlement checking. Enter a
user defined code (00/TY).
7. To hold messages for escalation, enter the location in the following field:
•
Mail Box for Escalation
8. If the processing options for Customer Call MBF (P1700140) are set to automatically
check for entitlements, complete the following field to define which data item causes
the system to run an entitlement check.
•
Call Entitlement Trigger
9. To use the Message Center Interface along with the standard interface, choose the
following option:
•
Message Center Interface
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The standard interface is the default.
10. To indicate that the caller must be identified in the Who's Who database for a
consultant to accept the calls, choose the following option:
•
Whos Who Required
11. To create a log each time that you change the status, click the following option:
•
Log Status Change
When you log status changes, the status codes are added before and after each
status change in the text area of the media object attached to the call.
12. Click OK.
Call Management Process
System Integration
To allow you to manage and store call information, the Call Management system integrates
with the J.D. Edwards Inventory Management and Advanced Pricing systems, and with the
following CSMS applications:
•
Service Order Management
•
Installed Base Management
•
Contract Management
Service Order Management
Use Call Management with Service Order Management to perform the following tasks:
•
Create a service order to fix the product
•
Enter a service order for the call
•
Search online for parts and enter a parts recommendation
•
Check parts availability and place reservations on required items or people, such as
hardware, software fixes, documentation, or drivers
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•
Select a service type for the call from either a list of entitled services or from per-call
services for which the caller is billed.
Installed Base Management
Use Call Management with Installed Base Management to perform the following tasks:
•
Review system configurations (such as hardware, software, or communication types)
that reflect version, quantities, parts, serial numbers, and status
•
Select or create an equipment installed base for use when capturing a call that can
be updated
Contract Management
Use Call Management with Contract Management to perform the following tasks:
•
Review entitlement information for the customer and for the piece of equipment.
Information stored by Contract Management includes the contract type and the
services, coverage, and dates covered by the contract.
•
Check entitlement of the customer and of the piece of equipment.
Topics
Setting up Call Management constants
Setting up call queues
Setting up group distribution lists
Setting up queue security
Setting up queue properties
Setting up routing information
Setting Up Call Queues
Set up call queues to direct issues to the specialists who are trained to receive calls about
specific product groups or issues.
You can specify call types, priorities, and queue status information for each queue that you
set up, or you can use generic information for all of your queues.
Topics
Adding a call queue
Setting up call types
Setting up call queue priorities
Setting up call queue status
Setting up required fields for calls
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Adding a Call Queue
You must set up at least one queue and assign calls to this queue. You might add call
queues if your organization expands its product groups or you decide to assign specialists to
answer calls by knowledge of product groups.
►
To add a call queue
From the Call Setup menu (G1743), choose Queue Revisions.
1. On Work With Queues, click Add.
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2. On Queue Revisions, enter an existing address book number in the following field:
•
Queue Number/Name
If you leave this field blank, the system assigns an address book number to the
queue. To create a queue without using an existing address book number, you
can either manually enter a queue number or you can leave the field blank and
allow the system to assign a queue number. The system creates an address
book record for this new queue with that queue number.
3. To designate the queue name that you want to appear in the call work center,
complete the following fields:
•
Alpha Name
•
Long Queue Number
4. Enter mailbox and telephone number information in the following fields:
•
Mail Box Designator
•
ACD Extension
Enter the mailbox associated with the queue. This is the mail box where calls are
directed when assigned to the open queue.
5. To calculate commitment date and time if you are not using entitlements, complete
the following field:
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•
Work Center
The system also uses the work center to calculate the elapsed time and the time
remaining on the call.
6. For additional reporting, complete the following fields:
•
Call Category Code 05
•
Call Category Code 06
Use Call Category Codes to enter information on a call. You can use this
information for reporting on queues.
•
5th Address Number
•
6th Address Number
The system completes the Address Number information for a call assigned to a
queue.
7. To associate a consultant, such as the queue manager, with a queue, click the
Associated Addresses tab and complete any of the following fields:
•
1st Address Number
•
2nd Address Number
•
3rd Address Number
•
4th Address Number
Do not associate the address book number of consultants who receive calls for this
queue in this field. Instead, associate consultants with the queue that are appropriate
for reporting purposes or for workflow.
8. Click OK.
Processing Options for Work with Queues (P17506)
Versions
Enter the Version for the following programs. If left blank, the version in the parentheses will be the
default value.
1. Enter the Version for the Address Book update. Default is ZJDE0001 if blank.
1. Address Book MBF
P0100041 (ZJDE0001)
Default
1. Document Type
Display
1. Display Call Queues or Service Order Queues.
Blank = Service Order Queues.
1= Call Queues.
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Setting Up Call Types
To organize calls, you can set up various call types, depending on how your organization
chooses to receive calls. The types of calls might include:
►
•
Facsimile
•
Live telephone call
•
Returned phone call
•
E-mail
To set up call types
From the Call Setup menu (G1743), choose Queue Revisions.
1. On Work With Queues, determine and locate the queue to which you want to add call
types.
2. From the Row menu, choose Queue Types Setup.
To set up a call type that encompasses all queues, choose Queue Type Setup from
the Form menu instead of the Row menu.
3. On Call Types Revisions, complete the following fields:
•
Call Type
•
Default Call Source
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•
Resp Time
Enter Response Time to define a guaranteed length of time when a consultant must
respond to an issue. This guaranteed response time is used to calculate commitment
date and time, and escalation date and time if the call is not covered under a
contract.
Note:
If there is a contract covering a call, then the contract response time overrides the response
time on the Call Types Revisions form.
4. Click OK.
Setting Up Call Queue Priorities
You can set the call priorities associated with a queue. When you set call priorities, the
system updates the Call Priority table (F1753).
You can set up as many escalation levels as necessary. The system sends escalation
messages until the issue is closed or until no more escalation levels exist.
►
To set up call queue priorities
From the Call Setup menu (G1743), choose Queue Revisions.
1. On Work With Queues, determine and locate the queue to which you want to add
priorities.
2. From the Row menu, choose Queue Priorities.
To set up priority revisions that encompass all queues, choose Queue Priorities from
the Form menu instead of the Row menu.
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3. On Work With Call Priorities, click Add.
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4. On Call Priority Revisions, enter the level of severity of the customer issue in the
following field:
•
Call Priority
5. To define the percentage used to calculate commitment date and time, and
escalation date and time when the call is not covered under a contract, complete the
following field:
•
Commit Percentage
When a call is not covered under a contract, the calculation for Commitment Date
and Time is Current Date and Time + (Guaranteed Response Time x Commit
Percentage).
6. Complete the following fields:
•
Escalation Level
The escalation level comes from a call and must be greater than or equal to 1.
•
Message Level
The message level is associated with the group number on the Address
Parent/Child Revisions form and helps determine who should receive messages
when the call is escalated.
•
Unassigned Percentage
The system uses the unassigned percentage to calculate escalation date and
time for unassigned calls when the call is not covered under a contract. The
calculation is Escalation Date and Time = Commitment Date and Time x
Unassigned Percentage.
•
Assigned Percentage
The system uses the assigned percentage to calculate escalation date and time
for assigned calls when the call is not covered under a contract. The calculation
is Escalation Date and Time = Commitment Date and Time x Assigned
Percentage.
The values in the percentage field can be over 100% since you can send escalation
messages after the commit time has been reached.
7. Complete the following optional field and click OK:
•
Escalation Priority
To escalate a call to a higher priority, enter the priority here. If you do not enter a
priority, the system only sends messages as opposed to changing the call priority
and sending messages.
Setting Up Call Queue Status
You can set up call queue status to define the status flow for call document types, call
queues, and call types, and to define the next step based on the current status. In order for
the system to continue to the next step, you must enter the next status in the Last Status
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field. If you do not include the next status, the call is considered complete. If you enter an
open status code in one of the other columns, you can reopen the call.
The following table is an example of how you might set up queue statuses. The Last Status
column shows the status of the call and the Description column provides a description of the
status. The remaining columns in the table show the next statuses allowable for the call at
this (Last Status) status. For example, you can change an open call (100) to an active call
(150). Then, you might leave a message (250), or you might cancel the call (997). This table
also shows that a call that is complete (999) can be reopened.
Last Status Status Description Next Status Other Other
100
Open
150
150
Active
999
250
Left Message
999
997
Cancel
999
Complete
250
997
100
You can set up statuses to be based on specific or all call document types, call queues, and
call types.
►
To set up call queue status
From the Call Setup menu (G1743), choose Queue Revisions.
1. On Work With Queues, locate the queue that you want to further define.
2. For each call type that you are setting up, choose the row and click Select.
The system displays the queue status for the row on Queue Revisions.
Note
To set up status revisions that encompass all queues, choose Queue Status Revisions from
the Form menu instead of the Row menu.
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3. On Call Queue Status Revisions, enter the status code that you are revising in the
following field:
•
Last Status
4. In the Next Status field, enter the status to which the call will advance if auto update
is enabled.
If you consider the last status you are entering to be a "closed" call, leave this field
blank. The only way the system knows the call is closed is if the Next Status field is
blank. If you want to be able to be reopen a closed call, enter that status in one of the
"Other" status fields.
5. To designate that call text can or cannot be changed at a particular status, complete
the following field:
•
Protect History
6. Complete the following fields and click OK:
•
Auto Update
This field directs the system to change the status of a call automatically when
you click OK.
•
Time Entry
This field specifies whether the system displays the Time Entry form.
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•
Knowledge Base
The Subledger Inactive field is reserved for future use.
Setting Up Required Fields for Calls
You can define the fields in which you are required to enter information before the system
advances a call to the next status in the queue. Required fields can be based on specific call
document types, call queues, and call types, or they can be set up to cover all document
types, queues, and call types. For example,when you advance a live call (call type 1) in the
VIP queue to the complete status (999), you can complete the reason field (CALLRN).
You can also use this procedure to set up required fields for tasks.
Before You Begin
Set the Check Required Fields processing option to enable the system to verify that
there is information in the required fields:
►
•
If you are setting up required fields for calls, see the processing options for
Customer Call MBF (P1700140).
•
If you are setting up required fields for tasks, see the processing options for
Tasks (P17504).
To set up required fields for calls
From the Call Setup menu (G1743), choose Queue Revisions.
1. On Work With Queues, locate the queue for which you want to define required fields.
2. For each call type that you are setting up, choose Queue Status Rev. from the Form
menu.
To set up status revisions that encompass all queues, choose Queue Status Rev.
from the Form menu instead of the Row menu.
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3. On Call Queue Status Revisions, to define required fields at a particular status, select
the status row and choose Required Fields from the Row menu.
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4. On Call Required Field Revisions, complete the following fields and click OK:
•
File Name
•
Data Item
If you set up required fields for calls, you choose data item fields from the
Customer Call Master table (F1755).
If you set up required fields for tasks, you choose data item fields from the Task
Master table (F1757).
To review the tables, see Viewing the Data in Tables in the System
Administration Guide.
Setting Up Group Distribution Lists
You use distribution lists to attach assignees to queues. When you define organizational
structures, you create hierarchies of relationships between parents and children.
►
To set up group distribution lists
From the Call Setup menu (G1743), choose Group Revisions.
1. On Work With Distribution Lists, click Add.
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2. On Address Parent/Child Revisions, complete the following fields:
•
Parent Number
3. Enter WFS in the following field:
•
Structure Type
4. For each assignee in this queue, complete the following fields:
•
Group
•
Address Number
5. Complete the following optional fields for each assignee:
•
Remark
•
Begin Eff Date
•
End Eff Date
6. Click OK.
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Note
Threshold values, escalation hours, escalation hours, and escalation minutes are not used for
calls.
See Also
Understanding Distribution Lists in the Enterprise Workflow Management
documentation
Setting Up Queue Security
You can set up the security status for a user or group of users within a workflow message
queue. You can add security by user, distribution list, or both. For example, you might set up
security for managers so that they can monitor all messages within certain queues.
►
To set up queue security
From the Call Setup menu (G1743), choose Queue Security.
1. On Work With Workflow Message Security, click Add.
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2. On Workflow Message Security Revisions, complete the following fields:
•
User
•
Group
3. Specify the queues that a user can view by completing the following field and click
OK:
•
Authority Y/N
Setting Up Queue Properties
Setting up queue properties provides a link to a OneWorld application if, for example, you
want a recipient to review information within a OneWorld application whenever they open
messages in that particular queue.
►
To set up queue properties
From the Call Setup menu (G1743), choose Queue Properties.
187
1. On Work With Queues, click Add.
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2. On Queues Property Revisions, complete the following fields and click OK:
•
Queues
•
Application
•
Form Name
•
Version
Setting Up Routing Information
When you set up routing information, you can direct calls to the queues that you set up and in
the order that you determine as the most logical.
Topics
Setting up a routing sequence
Setting up routing rules
Setting Up a Routing Sequence
You can manage the order in which a call is routed to queues. Use routing sequence to
define how the system searches through the routing rules to determine the queue to which an
incoming call is directed.
►
To set up a routing sequence
From the Call Setup menu (G1743), choose Queue Revisions.
1. On Work With Queues, choose Routing Sequence from the Form menu.
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2. On Call Queue Routing Rules Sequence, complete the following fields and click OK:
•
Sequence Number
•
Product Model
•
Product Family
•
Environment
•
Customer Number
•
Language
•
Geographic Region
•
Call Center
You must define the order that the system will use to search for a match between the
call and routing rules. The system uses a hierarchical search method, from most
specific to most general. Complete the fields with a Y to include them in the
hierarchical search.
Setting Up Routing Rules
You can add to or revise the prescribed path that allows you to assign calls to the proper
queue. You might assign calls to certain queues or individuals based on their knowledge of a
product family or a language.
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You can assign calls to a queue based on any of the following or any combination of the
following information:
•
Customer address book number
•
Call center location
•
Product model
•
Product family
•
Environment
•
Address book language code
•
Address book geographic region code
You can define the call center location in the address book for the service provider, the
person entering the call. In Address Book Revisions, access the address book record for the
service provider and enter the call center location in the business unit field.
►
To set up routing rules
From the Call Setup menu (G1743), choose Queue Revisions.
1. On Work With Queues, choose Routing Rules from the Form menu.
2. On Call Queue Routing Rules Revisions, to narrow your search complete any of the
following fields and click Find:
•
Customer Number
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•
Call Center Location
•
Product Model
•
Product Family
•
Environment
•
Language
•
Geographic Region
3. To assign a person and a queue to a call, complete the following fields and click OK:
•
Assignee Number
•
Call Queue
Entering Call Information
Entering the Call Issue
Consultants can add issues by entering specific information about the call. To add an issue,
you must provide the following minimum information:
•
One of the following items:
•
Address book number of the customer
•
Equipment number or Serial Number (depending on Installed Base Constants)
•
Item number
•
Product model
•
The name of the person initializing the call.
•
A brief description of the issue.
•
A queue number, if routing has not been set up. The system can also provide a
default queue number based on the processing options.
You may enter additional information when you add the issue, including:
•
Free-form text that allows you to provide more detail than the Issue Symptoms field
allows.
•
A task or action related to an issue that you can assign to another open or personal
queue. In certain circumstances, you might assign yourself a task and reassign the
issue to another open or personal queue.
•
A resolution or the solution that you attach to the issue through Knowledge
Management. Resolutions are stored separately from issues and can be searched for
and reused for other issues. You can search for a resolution to your issue and attach
it, or you can create a new one.
When you enter a call, you review a series of forms to ensure that the information for the
customer is accurate.
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Entering Call Information
Topics
Each of the following tasks is integral for entering call information:
Entering the call issue
Entering billing information for a call
Reviewing call information
Working with call tasks
►
To enter the call issue
From the Daily Call Processing menu (G1713), choose Call Entry.
1. On Work With Calls, click Add.
2. On the Caller tab of Customer Call Entry, complete the following field and press the
tab key to move to the next field:
•
Customer Number
If the customer is not in the system, go to step 3.
If the customer is in the system, the system retrieves information about that
customer, such as telephone number. These are default values that you can override
if necessary. Go to step 8.
Note
As an option, to enter a call, you can complete the Serial Number, Inventory Item
Number, or Product Model/Family field on the Product tab.
3. If the customer is not in the system, choose Customer from the Form menu, choose
Address Book, and then choose Quick Add.
4. On Quick Customer/Contact Add, enter customer information by completing the
following fields:
•
Address Number
•
Name
•
Phone Number
•
E-Mail Address
5. To enter customer address information, complete the following fields and click OK:
•
Address Line 1
•
Address Line 2
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•
Address Line 3
•
Address Line 4
•
City
•
Postal Code
•
Country
•
County
6. Exit Quick Customer/Contact Add and return to Customer Call Entry.
7. On Customer Call Entry, complete the following field:
•
Customer Number
Note
As an option, to enter a call, you can complete the Serial Number, Inventory Item
Number, or Product Model/Family field on the Product tab.
8. To associate a third party with the call, such as a technician or customer service
representative, complete the following field on the Caller tab:
•
Caller Number
9. To indicate the customer contact name for this call, complete the following field:
•
Caller Name
10. Complete the following fields, if necessary. You can override any of the defaults
provided by the system:
•
Phone Number
•
Call Type
•
Priority
•
Call Status
•
E-Mail
•
Language
•
Region
11. Enter a short description for the call in the following field:
•
Symptoms
Depending on how you have set your processing options, you can use the first 80
characters from the media object as the default value for the Symptom field.
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Also, you can use the search button to select a symptom from the knowledge base.
12. To indicate the reason for the issue, complete the following field:
•
Reason
13. To attach additional text to a call, choose Attachments from the Form menu and enter
additional text in the text box.
When you define your status rules, you can define when you want to protect the text
attached to a call. When you protect text, you are preventing changes to the text
attached to a call. You can add text to existing text that is protected, but you cannot
make changes to existing text.
The system appends a time stamp to the text area when the information changes.
14. To associate an additional person with a call without affecting the address book
record, from the Form menu of Customer Call Entry, choose Customer, Address
Book, and then Contact One.
15. On Address Book Information, complete any of the following fields and click OK:
•
Caller Name
•
E-Mail Address
•
Phone Number
•
FAX Number
•
Alternate Phone
16. On Customer Call Entry, click the Product tab.
17. Complete any of the following fields:
•
Equipment Number
You might enter the Serial Number or Item Number in the Equipment Number
field, based on the Installed Base Constants.
•
Inventory Item Number
•
Product Model/Family
Based on the equipment number that you set up in the installed base record, the
system retrieves the inventory item number, branch/plant lot, and product
model/family.
If you do not enter the equipment number, the system retrieves the branch/plant lot
and the product model/family based on the inventory item number.
18. Complete the following optional fields:
•
Product Component
•
Environment
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19. Click the Queue tab.
20. To enter the call queue assignment, complete the following field:
•
Queue Number
If your company has set up routing rules, the system automatically assigns issues to
a specific queue and person based on the type of call received.
21. To enter the call person assignment, enter the employee number in the following
field:
•
Assignee
22. Click the Dates/Times tab.
23. To enter date and time information for the call, review or complete the following
fields:
•
Date/Time Returned
When a call is first assigned to a consultant, the system supplies the current date
and time.
•
Date/Time On Site
This field is user defined.
•
Date/Time Completed
The default is the date and time that you close the call.
•
Time Zone
The system retrieves the time zone of the service provider as the default value.
This is the time zone of all the date/time fields.
•
Date/Time Committed
If the call is covered under a contract, this field contains the Current Date and
Time + the Guaranteed Response Time on the contract.
If the call is not covered under a contract, this field contains the Current Date and
Time + Guaranteed Response Time, which is based on the queue and call type.
This value is multiplied by the commitment percentage, which is based on the
queue and priority.
•
Response Time
If the call is covered under a contract, this field contains the guaranteed response
time from the contract.
If the call is not covered under a contract, this field contains the guaranteed
response time based on the queue and call type.
•
Commit Duration
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This value is the amount of time between the date and time that you enter the
call and the date and time that you assign the call.
24. Click the Call Information tab.
25. To enter additional information that appears in the workbench, use a short description
to complete the following field:
•
Action Message
26. Complete the following fields, if applicable:
•
Parent Call Number
•
Call Source
•
Claim Number
•
Service Order
27. To set a reminder that appears in the call work center, complete the following fields:
•
Tickler Date
•
Tickler Description
When you enter tickler dates, the system creates a message in the mailbox of the
queue or assignee with the tickler date. For example, you can use the tickler fields if
you want to call a customer after closing the call to ensure that the issue does not
require further attention.
28. Click the Installed Base tab.
29. To enter or review installed base reporting codes, complete the category code fields
as necessary.
30. Click the Category Codes tab.
31. To enter or review category codes for calls, complete the category code fields as
necessary.
32. Click the Accounting tab.
33. To enter accounting information for the call, review or complete the following fields:
•
Contract Number
•
Responsible Business Unit
•
Covered
•
Non-Covered
34. The system retrieves default information for the following fields from the service
contract that is covering the call:
•
Coverage Group
•
Service Package
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35. When you have finished entering the call issue, click OK.
Entering Billing Information for a Call
To enter billing information for a call, you can choose one of the following pricing methods:
•
Flat rate
•
Time and materials
For the flat rate method, define call billing through the processing options for the Customer
Call MBF program (P1700140). You can specify the cost type, pricing unit, and pricing unit of
measure.
For the time and materials method, define call billing through the processing options for Time
Entry (P17505). You can define whether the system generates time entry records in the
CSMS Time Entry table (F1760) and one of the following tables:
•
Payroll Batch table (F06116Z1)
•
General Ledger Batch table (F0911Z1)
You can also specify the cost type, labor unit of measure (such as hours), and minimum
hours.
Before You Begin
Set up distribution AAIs for call billing.
Activate call billing in the processing options for the Customer Call MBF program
(P1700140). Access Interactive Versions (IV) in System Administration Tools of
Foundation Systems.
If you are billing for calls based on time and materials, set up the parameters for call
billing in the processing options for Time Entry (P17505).
If you are working with Vertex, set up Vertex transaction types in the following
processing options:
•
Customer Call MBF (P1700140)
•
Time Entry (P17505)
•
Call Workfile Generation (R17565)
Understanding Multi-Currency in Call Billing
If you work in a multi-currency environment, you can review and edit currency information as
necessary. When you review currency information, the following guidelines apply:
•
If you do not activate multi-currency, the system does not display currency
information fields on the billing information screens.
•
If the currency code for the customer is the same as the base currency code (the
currency code for the company), the Foreign option is disabled.
•
The system retrieves the customer currency code from the customer number in the
Customer Master table (F03012). If a currency code does not exist for this customer,
the system retrieves the currency code from the company.
•
The system retrieves the base currency code from the Company field value in the
Business Unit Master table (F0010). If the value in the Company field is blank, the
system uses company 0000.
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►
•
The system uses the exchange rate, which you can override, to calculate the
domestic amount.
•
The currency fields are disabled if the call or time entry records have been billed.
•
If you click the Foreign option, the system displays billable amounts in the customer's
currency. Otherwise, billable amounts appear in the company's currency.
To enter billing information for a call
Note
If you are inquiring on a call that you have already billed, some of the fields in this task might
be disabled.
From the Daily Call Processing menu (G1713), choose Call Entry.
1. On Work With Calls, choose the customer for which you want to enter call billing
information and click Select.
2. On Customer Call Entry, choose Billing and then Billing Information from the Form
menu.
The system displays the Billing Information form only if you activated the Bill for Calls
processing option in Interactive Versions (IV) of System Administration Tools.
3. On the Customer Info tab of Billing Information, review or complete the following
fields:
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•
Bill To Number
•
Send Invoice To Number
•
P.O. Number
•
Payment Terms
•
Payment Instrument
•
Responsible Business Unit
4. Click the Pricing Info tab.
5. Review or select the following pricing methods:
•
Flat Rate
•
Time And Material
6. If you use the flat rate pricing method, complete the following field:
•
Cost Type
7. If you choose the time and materials pricing method, review or complete the following
fields:
•
Adjustment Schedule
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•
Price Effective Date
•
Pricing Units
•
Pricing Unit of Measure
If you use the flat rate pricing method, the system disables the Pricing Units and
Pricing Unit of Measure fields.
8. If this call is taxable, click the Taxable option.
The system enters default values in the Tax Explanation Code and the Tax
Rate/Area fields.
9. Click the Billing Amounts tab.
10. If you activated multi-currency, complete the following fields:
•
Currency
•
Exchange Rate
•
Foreign
11. If you use the flat rate pricing method, complete the following fields:
•
Minimum Amount
•
Flat Rate Amount
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The system retrieves the flat rate amount from the Advanced Pricing system. You
can override this amount. If you override the amount and later need to retrieve
the original default price from the Advanced Pricing system, choose Reprice Flat
Rate from the Form menu.
12. Review the billable amount. If you entered a minimum amount or a flat rate amount,
the system uses the greater of the two values as the billable amount.
13. To indicate if this call is subject to a discount, click the Discount by % option, and
complete the following field:
•
Discount Amount
You can enter the discount amount directly, or you can calculate it based on the
discount percent. If you use the discount percent, the system calculates the
discount based on a percentage of the billable amount.
14. Review the amounts in the Total Taxable Amount, Tax, and Total Billable Amount
fields.
The system calculates the tax amount using the tax rate area and the tax explanation
code from the Pricing Info tab.
The Total Billable Amount is the sum of the Total Taxable Amount and the Tax fields.
15. Verify that the Billable option is turned on.
Note
The Billable option must be on in order to successfully generate an entry when you
run the Call Workfile Generation (R17675) program.
Reviewing Call Information
When you are reviewing calls, you can use the visual prompts, or icons, that appear on the
call entry forms. With these icons, you can review the call information so that you don't have
to take form or row exits to inquire on pertinent information, such as customer and product
history, entitlement checking, additional contacts, and callbacks. You can click on the icon to
access and review the additional information.
Topics
Reviewing history information
Reviewing product model and family information
Reviewing customer entitlements
Understanding Icons
Following are the icons that might appear when you are working on a call, along with their
meanings:
Phone
A call in the work center.
Ringing phone
A callback in the work center.
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Tools
Product history in the call.
Person
Customer history in the call.
Open Folder
Open tasks in the call.
Triangle
Tasks in the work center.
Three dots
Additional contacts for the call.
Green checkmark
The customer is entitled.
Circle with a line through
the middle
The customer is not entitled.
Tree Structure
The call has been assigned to a queue based on the routing rules. Appears on
every call. Also known as the rerouting icon.
Burning envelope
A flash message is attached.
►
To review history information
From the Daily Call Processing menu (G1713), choose Call Entry.
After you complete the steps to enter an issue, you can review history information to help
resolve the current issue, such as information on past repairs or past maintenance.
Default dates and status codes are defined by processing options. You can override default
information by entering new data in the date or status fields. When you set your processing
options, you can enter different statuses and dates to limit the type of history information that
you want to review.
1. On Work With Calls, find the customer for which you want to review history
information and click Select.
2. On Customer Call Entry, click the Customer icon.
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3. On Work With Previous Customer Calls, review the information.
4. Click Close.
5. On the Product tab of Customer Call Entry, to review history for a specific product,
enter the serial, inventory, or product number in the applicable field:
•
Equipment Number
You might enter the Serial Number or Item Number in the Equipment Number
field, based on the Installed Base Constants.
•
Inventory Item Number
•
Product Model/Family
6. Click the Product icon.
204
7. On Work With Previous Product Calls, review the information.
8. Click Close to return to Customer Call Entry.
►
To review product model and family information
After you review history information, you can also review product and model information.
You can review all models associated with a family. You might need to review product model
information if your customer is unable to provide detailed information for product
identification.
From the Daily Call Processing menu (G1713), choose Call Entry.
1. On Work with Calls, select the desired call.
2. On Customer Call Entry, choose Model/Family Search from the Form menu.
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3. On Product Family/Model Search, complete the following field and click Select:
•
►
Product Family
To review customer entitlements
After you review product and model information, you can also review customer entitlements.
You can review the details of a customer contract or warranty agreement to determine
whether a customer is entitled to receive customer support services and the services they are
entitled to. For example, a customer contract might specify that the customer receives
support from 7:00 AM until 6:00 PM Eastern Standard Time.
From the Daily Call Processing menu (G1713), choose Call Entry.
1. 1. On Work with Calls, select the desired call.
2. On Customer Call Entry, click the Entitlements icon.
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3. On Work With Entitlement Inquiry, review the information.
4. If you need to override entitlement information on the call:
•
Click Close to return to Customer Call Entry.
•
Choose Entitlements Inquiry from the Form menu.
•
Make the changes and click OK.
5. If you need to review contract information, click the Accounting tab of Customer Call
Entry.
Working with Call Tasks
You cannot assign the same call issue to multiple users. However, you can assign tasks for
the issue, referred to as call tasks or tasks, to multiple people and assign issue ownership to
one person. You can assign tasks as needed to other users who assist in resolving the issue.
A task is an action related to an issue. You can add multiple tasks to the same issue. You
can also add an attachment to a task to enter detailed information. When you complete a
task, you need to close it. The task and the issue are separate, and you are allowed to close
one without closing the other. For example, you can complete a task but keep the issue open.
See Also
Setting Up Required Fields for Call Queue Status if you want to set up required fields
for tasks
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►
To work with call tasks
From the Daily Call Processing menu (G1713), choose Call Entry.
1. On Work With Calls, locate the call issue and choose it. Then click Select.
2. On Customer Call Entry, choose Tasks from the Form menu, and then choose Add
Task.
3. On Task Revisions, complete the following fields and click OK:
•
Description
•
Queue Number
•
Assignee
4. If necessary, add an attachment to enter more detailed information.
5. Click OK.
6. Repeat steps 3 through 5 for each task that you need to add.
7. To close a task, change the code in the following field to indicate that the task is
complete and click OK:
•
Status
What You Should Know About Processing Options
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Accessing
processing options
for P17501
To access these processing options, type IV (Interactive Versions) in the Fast Path.
On Work With Interactive Versions, enter the program number and click Find.
Locate the version and choose Processing Options from the Row menu.
Processing Options for Customer Call Entry (P17501)
Display
These processing options specify what information the system displays when you enter calls
in this version of Customer Call Entry. For example, after you enter a call, the system can
display equipment information based on the Customer Number that you enter. Based on the
Customer Number, you can indicate whether you want the system to display a search and
select window for you to select a caller. After you enter a call and click OK, you can choose to
display routing information for your review.
1. Display Routing Information
Blank = Not Display
1 = Display
Use this processing option to determine whether the system displays the
routing information after pressing the OK button.
Valid values are:
Blank Hide routing information.
1
Display routing information.
2. Display Equipment Information
Blank = Not Display
1 = Display
Use this processing option to determine whether the system displays the
equipment information when the Customer Number is entered.
Valid values are:
Blank Do not display equipment information.
209
1
Display equipment information.
3. Display Who's Who Search/Select
Blank = Not Display
1 = Display
Use this processing option to determine whether the Who's Who Search and
Select appears when you move past the Customer Number field and the Caller
Name field is blank.
Valid values are:
Blank Do not display the Who's Who Search and Select form,
1
Display the Who's Who Search and Select form.
4. Display Billing Information
Blank = Not Display
1 = Display
Use this processing option to indicate whether the system displays the Billing
Information form when you add a new call. Valid values are:
Blank Do not display the Billing Information form
1
Display the Billing Information form
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Versions
These processing options specify the versions that the system uses when you are inquiring
on additional information about the calls using the form exits from Customer Call Entry.
1. Work With Previous Customer Calls (P17500)
Blank = ZJDE0002
Use the processing option to identify the version of Work with Calls (P17500)
that the system uses when you choose the History form exit for Customer Calls.
If you leave this option blank, ZJDE0002 is used.
2. Work With Previous Product Calls (P17500)
Blank = ZJDE0003
Use the processing option to define the version of Work with Calls (P17500)
that the system uses when you choose the History form exit for Product Calls.
If you leave this option blank, ZJDE0003 is used.
3. Call History (P17500)
Blank = ZJDE0004
Use the processing option to define the version of Work with Calls (P17500)
that the system uses when you choose the History form exit for Call History.
If you leave this option blank, ZJDE0004 is used.
4. Work With Tasks (P17504)
Blank = ZJDE0001
Use this processing option to define the version that the system uses when you
choose Work with Tasks from the Row menu. If you leave this option blank, the
system uses ZJDE0001.
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5. Time Entry (P17505)
Blank = ZJDE0001
Use the processing option to define the version of Time Entry (P17505) that
the system uses when you choose the form exit for Time Entry.
If you leave this option blank, ZJDE0001 is used.
6. Call Master Business Function (P1700140)
Blank = ZJDE0001
Use the processing option to define the version of Calls MBF (P1700140) that
the system uses to process the data.
If you leave this option blank, ZJDE0001 is used.
7. Return Material Authorizations Revisions (P400511)
Blank = ZJDE0001
Use this processing option to define the version of Return Material
Authorizations Revisions (P400511) that the system uses when you choose the
Customer form exit for Return Material Authorizations (RMA) transactions.
If you leave this option blank, ZJDE0001 is used.
8. Quick Customer/Contact Add (P01015)
Blank = ZJDE0001
Use this processing option to define the version of Quick Customer/Contact Add
(P01015) that the system uses to add a contact. When you choose the Customer
form exit to access address book information, you can add a contact by way of
Quick Add or Contact One and Contact Two.
If you leave this option blank, ZJDE0001 is used.
212
9. Address Book Revisions (P01012)
Blank = ZJDE0001
Use this processing option to specify the version that the system uses for
Address Book Revisions (P01012) when you choose Customer from the Form menu.
If you leave this field blank, the system uses ZJDE0001.
10. Customer Master (P03013)
Blank = ZJDE0001
Use this processing option to specify the version that the system uses for
Customer Master Information (P03013) when you chooses Receivables from the
Form menu.
If you leave this option blank, the system uses ZJDE0001.
11. Customer Ledger Inquiry (P03B2022)
Blank = ZJDE0001
Use this processing option to define the version of Customer Ledger Inquiry
(P03B2022) that the system uses when you choose the Receivables form exit for
customer ledger inquiry.
If you leave this option blank, ZJDE0001 is used.
12. Vendor Master (P04012)
Blank = ZJDE0001
Use this processing option to define the version of Vendor Master (P04012)
that the system uses when you choose the Payables form exit for vendor inquiry
information.
213
If you leave this option blank, ZJDE0001 is used.
13. A/P Standard Voucher Entry (P0411)
Blank = ZJDE0001
Use this processing option to define the version of the A/P Standard Voucher
(P0411) program that the system uses when you choose the Payables form exit to
inquire on accounts payable information.
If you leave this option blank, ZJDE0001 is used.
14. Payment Inquiry (P0413M)
Blank = ZJDE0001
Use this processing option to define the version of Payment Inquiry (P0413M)
that the system uses when you choose the Payables form exit for payment
information.
If you leave this option blank, ZJDE0001 is used.
15. Eligibility (P08334)
Blank = ZJDE0001
Use this processing option to define the version of Eligibility (P08334) that
the system uses when you choose the form exit for eligibility.
If you leave this option blank, ZJDE0001 is used.
16. Employee DBA Instructions (P050181)
214
Blank = ZJDE0001
Use this processing option to define the version of Employee DBA Instructions
(P050181) that the system uses when you choose the Customer form exit for
human resources information.
If you leave this option blank, ZJDE0001 is used.
17. Employee Profile (P060116)
Blank = ZJDE0001
Use this processing option to define the version of Employee Profile (P060116)
that the system uses when you choose the Customer form exit for human
resources to access employee profile information.
If you leave this option blank, ZJDE0001 is used.
18. Work With Employee (P0801)
Blank = ZJDE0001
Use this processing option to define the version of Work with Employee (P0801)
that the system uses when you choose the Customer form exit for Human
Resources to access Work With Employee.
If you leave this option blank, ZJDE0001 is used.
19. Sales Order Entry (P4210)
Blank = ZJDE0006
Use this processing option to define the version of Sales Order Entry (P4210)
that the system uses when you choose the Customer form exit for sales orders
215
in inquire on customer service.
If you leave this option blank, ZJDE0006 is used.
20. Supply and Demand Inquiry (P4021)
Blank = ZJDE0001
Use this processing option to define the version of Supply and Demand Inquiry
(P4021) that the system uses when you choose the Customer form exit for Sales
Orders to access supply and demand information.
If you leave this option blank, ZJDE0001 is used.
21. Inquiry by Equipment (P48201)
Blank = ZJDE0002
Use this processing option to define the version of Inquiry by Equipment
(P48201) when you choose the Customer form exit for Service Orders to inquire
by equipment information.
If you leave this option blank, ZJDE0002 is used.
22. Service Order Revisions (P17714)
Blank = ZJDE0001
Use this processing option to define the version of Service Order Revisions
(P17714) that the system uses when you choose the Customer form exit for
Service Orders to revise information.
If you leave this option blank, ZJDE0001 is used.
23. Work With RMA (P40051)
216
Blank = ZJDE0001
Use this processing option to define the version of Work with RMA (P40051)
that the system uses when you choose the Customer form exit for Return
Material Authorization (RMA) transactions.
If you leave this option blank, ZJDE0001 is used.
24. Supplemental Data - Customer (P00092)
Blank = ZJDE0003
Use this processing option to define the version of Supplemental Data Customer (P00092) that the system uses when you choose the Supplemental Data
form exit for customers.
If you leave this option blank, ZJDE0003 is used.
25. Supplemental Data - Item (P00092)
Blank = ZJDE0001
Use this processing option to define the version of Supplemental Data - Item
(P00092) that the system uses when you choose the Supplemental Data form exit
for items.
If you leave this option blank, ZJDE0001 is used.
26. Supplemental Data - Work Order (P00092)
Blank = ZJDE0007
Use this processing option to define the version of Supplemental Data - Work
Order (P00)92) that the system uses when you choose the Supplemental Data form
217
exit for work orders.
If you leave this option blank, ZJDE0007 is used.
27. Supplemental Data - Sales Order (P00092)
Blank = ZJDE0018
Use this processing option to define the version of Supplemental Data - Sales
Orders (P00092) that the system uses when you choose the Supplemental Data
form exit for orders.
If you leave this option blank, ZJDE0018 is used.
28. Knowledge Base - Symptom (P17764)
Blank = ZJDE0001
Use this processing option to define the version of Knowledge Base - Symptoms
(P17764) that the system uses when you choose the Knowledge Base form exit to
add or attach symptoms to a call.
If you leave this option blank, ZJDE0001 is used.
29. Installed Base Inquiry (P1701)
Blank = ZJDE0001
Use this processing option to define the version of Installed Base Inquiry
(P1701) that the system uses when you choose the Installed Base form exit to
inquire by customer.
If you leave this option blank, ZJDE0001 is used.
30. Installed Base Revisions (P1702)
218
Blank = ZJDE0001
Use this processing option to define the version of Installed Base Revisions
(P1702) that the system uses when you choose the Installed Base form exit to
access Installed Base Revisions.
If you leave this option blank, ZJDE0001 is used.
31. Contracts (P1720)
Blank = ZJDE0001
Use this processing option to define the version of Contracts (P1720) that the
system uses when you choose the Entitlements form exit for contracts.
If you leave this option blank, ZJDE0001 is used.
32. Print Call (R17674)
Blank = XJDE0003
Use this processing option to define the version of the Print Call report
(R17674) that the system uses when you choose Print Call from the Row menu. If
you leave this option blank, the system uses XJDE0003.
33. Call Workfile Generation (R17675)
Blank = XJDE0001
Use this processing option to specify the version of Call Workfile Generation
(R17675). If you leave this option blank, XJDE0001 is used.
219
34. Service Billing Inquiry
P4812 (ZJDE0001)
Use this processing option to specify the version of Service Billing Inquiry
(P4812) that the system uses when you choose Billing from the form menu. If
you leave this option blank, ZJDE0001 is used.
Process
These processing options specify the processing that the system performs for this version of
Customer Call Entry. For example, you can specify whether calls are entered in a self-service
environment and where the system places the date/time stamp on the call.
1. Copy the text
Blank = No text is copied when copying the existing call
1 = The text is copied when copying the existing call
Use this processing option to determine whether media object text is copied
when you copy a call.
Valid values are:
Blank Do not copy media object text when copying a call.
1
Copy media text in addition to call information.
2. Date/Time stamp
Blank = Date/Time stamp is on the top of the comments
1 = Date/Time stamp is at the bottom of the comments
Use this processing option to determine where the Date/Time Stamp is printed
in the comments area. You can choose to have the date/time stamp precede your
comments (at the top) or after your comments (at the bottom).
Valid values are:
220
Blank Print the date/time stamp on top of comments.
1
Print the date/time stamp at the bottom of comments.
3. Customer Self-Service
Blank = Bypass Customer Self-Service
1 = Activate Customer Self-Service for use in Java/HTML
2 = Activate Customer Self-Service for use in Windows
Use this processing option to determine how the system uses this version of
Work with Calls (P17500) with Customer Self-Service Functionality.
Valid Values are:
Blank Do not activate Customer Self-Service functionality.
1
Activate Customer Self-Service functionality for use in Java/HTML.
2
Activate Customer Self-Service functionality for use in Windows.
What You Should Know About Processing Options
Accessing
processing options
for P1700140
To access these processing options, type IV (Interactive Versions) in the Fast Path.
On Work With Interactive Versions, enter the program number and click Find.
Locate the version and choose Processing Options from the Row menu.
Processing Options for Customer Call MBF (P1700140)
Defaults
These processing options specify the defaults that the system uses when you enter a call
using this version of Customer Call Master Business Function MBF) (P1700140). You can set
the defaults in the processing options for information that remains the same for most calls,
such as document type, caller and customer name and assignee. In this way, you can enter
calls more efficiently. If you set defaults in the processing options, you can override the
default information on the Customer Call Entry form.
1. Document Type
Blank = CL
Use this processing option to define the document type for the call.
Enter a valid value from UDC 00/DT (Document Type).
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2. Symptoms
Blank = Symptoms is not defaulted from the first line of the media object text.
1 = Symptoms is defaulted from the first line of the media object text.
Use this processing option to specify whether the symptoms information is
automatically filled in using the first line of the media object text.
Valid values are:
Blank Do not use the first line of the media object text.
1
Use the first line of the media object text as the symptom.
3. Caller Name
Blank = Do not default Caller Name from Customer Name
1 = Default Caller Name from Customer Name
Use this processing option to indicate whether the system uses the Customer
Name as the Caller Name.
Valid values are:
Blank Do not use the customer's name as the caller name.
1
Use the customer name as the caller name.
4. Assignee
Blank = Do not default Assigee from the User
1 = Default Assignee from the User
Use this processing option to determine whether the system uses the user ID as
the default assignee.
Valid values are:
Blank Do not use the user ID as the default for the assignee.
1
Use the user ID as the default for the assignee.
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5. Reporting Codes
Blank = Do not default the reporting codes of the Assignee from the CSMS Service
Provider information
1 = Default the reporting codes of the Assignee from the CSMS Service Provider
information
Use this processing option to determine whether the system uses the reporting
codes of the assignee from CSMS Service Provider Information.
Valid values are:
Blank Do not use reporting codes from the CSMS Service Provider
Information.
1
Use reporting codes from the CSMS Service Provider Information.
6. Phone Number Type for the fax number
Use this processing option to define the phone number type for fax number.
This is user defined code (01/PH) that indicates the use of the phone number.
7. Status for a call is assigned
Use this processing option to indicate the default status when the call is
assigned.
8. Queue
Note: This queue will override the queue from the routing rules.
Use this processing option to indicate the default queue number. The queue
number that you enter in this processing option overrides the queue from
routing rules.
9. Call Type
Blank = Default from Data Dictionary
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Use this processing option to specify the call type that the system uses as a
default when entering the call entry program. If you leave this option blank,
the system uses default value from the data dictionary.
10. Cost Type
Blank = B1 (Direct Labor)
If you are billing for calls and the pricing method is flat rate, use this
processing option to specify the default cost type.
Typically, enter B1 (Direct Labor) as the default, or you can enter another
valid value from UDC 30/CA (Cost Component Add-Ons).
11. Pricing Units
Blank = 0
If you are billing for calls and the pricing method is flat rate, use this
processing option to specify the default pricing units on calls. Pricing units
are quantities that the system uses to retrieve advanced pricing information,
such as for price break levels based on quantities.
Enter a number or use the default, which is 0 (zero).
12. Pricing Unit of Measure
Blank = EA
If you are billing for calls and the pricing method is flat rate, use this
processing option to specify the default unit of measure that the system uses
to retrieve advanced pricing information.
Typically, enter EA (Each) as the default, or you can enter another valid
value from UDC 00/UM (Unit of Measure).
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Edits
These processing options specify what information the system verifies when you enter a call.
When you enter a call, you can automatically perform entitlement checking, or verify dates
that a call can be closed, reopened, or returned based on these processing options.
1. Entitlement Check
Blank = No entitlement checking performed
1 = Check entitlement with the date table (F1791)
2 = Check entitlement without the date table (F1791)
Use this processing option to specify how the system performs the entitlement
check.
Valid values are:
Blank Do not perform entitlement checking.
1
Check the entitlement with the date table (F1791).
2
Check the entitlement without the date table (F1791).
2. Maximum days for reopening a call
Blank = Cannot reopen Call
Use this processing option to determine the maximum number of days that a call
can be closed and reopened. This is the number of days that a closed call is
eligible to be reopened.
If you leave this option blank, the program does not check the number of days.
3. Date/Time Opened
Blank = Original Date/Time Opened is left in the Call
1 = Default Date/Time Opened to current date/time
Use this processing option to indicate whether the current date and time
becomes the beginning date and time when a call is reopened.
Valid values are:
Blank The original date and time opened remains on the call when the call
is reopened.
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1
The current date and time are used as the beginning date and time
for the call.
4. Date/Time Returned
Blank = Original Date/Time Returned is left in the Call
1 = Clear Date/Time Returned when the Call is reopened
Use this processing option to clear Date and Time Returned when a call is
reopened.
Valid values are:
Blank The original date and time returned is left in the call.
1
Clear the date and time returned when a call is reopened.
5. Area Code and Phone Number
Blank = Not required
1 = Required
Use this processing option to indicate whether the system requires you to
enter the area code and Phone Number when you enter the call.
Valid values are:
Blank Area code and phone number are not required.
1
Area code and phone number are required.
6. Reason Code
Blank = Reason Code is not required when closing the Call.
1 = Reason Code is required when closing the Call.
Use this processing option to indicate whether the reason code is required
when you are closing a call.
Valid values are:
Blank The reason code is not required to close a call.
1
The reason code is required to close a call.
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Process
These processing options specify the processes that the system performs when you use this
version of Customer Call MBF (P1700140).
1. Protect the Queue Number
Blank = Do not protect
1 = Protect
Use this processing option to indicate whether the queue number can be
changed.
Valid values are:
Blank Allow changes to the queue number.
2
Do not allow changes to the queue number.
2. Protect Pricing Method
Blank = Do not protect
1 = Protect
Use this processing option to indicate whether the pricing method can be
changed from the service type selection during call entry. Valid values are:
Blank Do not protect the pricing method.
1
Protect the pricing method.
If you allow changes to the pricing method, you can choose the flat rate
pricing method or the time and materials pricing method.
3. Customer inconsistent with Installed Base
Blank = No editing
1 = Change the customer number
2 = Automatically update Installed Base
Use this processing option to indicate whether the system verifies that the
customer number in the call is consistent with customer number in the
Installed Base. If the customer number associated with Installed Base is
inconsistent with customer number referenced on the call, you can indicate
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whether the system updates the Installed Base.
Valid values are:
Blank Do not compare the customer number in the call with the customer
number in the Installed Base.
1
Prompt to update the customer number that is associated with
Installed Base to be consistent with the customer number that is
referenced on the call.
2
Automatically update Installed Base with the customer number that
is referenced on the call.
4. Site inconsistent with Installed Base
Blank = No editing
1 = Change the site number
2 = Automatically update Installed Base
Use this processing option to indicate whether the system verifies that the
site number in the call is consistent with site number in the Installed Base.
If the site number associated with Installed Base is inconsistent with site
number referenced on the call, you can indicate whether the system updates the
Installed Base.
Valid values are:
Blank Do not check the site number.
1
Prompt to update the Installed Base site number to match service
order site number.
2
Automatically update Installed Base.
5. Validate assignee in queue
Blank = No checking
1 = Set error
2 = Set warning
Use this processing option to determine when the assignee that is entered is
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set up in the queue.
Valid values are:
Blank Do not check whether assignee is in queue.
1
Display error when assignee is on queue.
2
Display warning when assignee is on queue.
6. Check required fields
Blank = Do not check
1 = Check
Use this processing option to specify whether the system verifies that there
is information in the required fields. You define which fields are required in
the Required Fields Setup (P1759) program or Status Rules Setup.
Valid values are:
Blank Do not check the required fields.
1
Check the required fields.
7. Bill For Calls
Blank = Do not bill for calls
1 = Bill for calls
Use this processing option to specify whether you are billing for calls. You
must activate this processing option if you need to enter billing information
for calls. Valid values are:
Blank Do not bill for calls (the default)
1
Bill for calls
Vertex
This processing option specifies the Vertex transaction type for flat rate billing.
1. Transaction Type for Flat Rate Billings
Blank = SERVIC
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Use this processing option to specify the Vertex transaction type that the
system uses when calculating taxes for flat rate billing. Only use this
transaction type if you are billing for calls and the pricing method is Flat
Rate.
Enter a valid value from UDC 73/TY (Vertex Transaction Type). If you leave
this processing option blank, the system uses transaction type SERVIC.
Working with Calls
From the Daily Call Processing menu (G1713), choose Call Entry.
You can customize the work space by setting processing options to include only the
information that you are directly working with. Some of the available options include call
sequencing, sorting calls by priority or status, and pre-loading information to the work space
to limit the information that appears. You can also lock calls so that only one consultant at a
time can review and change information in a call.
Understanding Locked Calls
Through record locking, you can lock calls to ensure that changed information in a call is not
inadvertently overridden by another consultant. Use the UDC 00/RR (Object In Use
Application ID) to activate record locking for the Customer Call Entry program (P17501). This
UDC activates record locking in specific applications and allows only one person at a time to
access a record.
If you set up record locking, the system displays the calls that are currently in use. The user
ID of the person who is accessing the file appears in the Reserved By column.
Note
To set this user defined code to activate record locking, the first character of the special
handling code must be 1. If you do not want to perform record locking, the first character of
the special handling code must be 0.
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Field Information
By Time
Zone
By choosing this option, the system uses the service provider's time to calculate the current
customer time. If the current customer time is outside of the standard business hours of the
service provider, the system does not display the call.
Total
Elapsed
Hours
Elapsed time is the difference between the current date and time (or completed date and
time) and the date and time when the call was entered. The elapsed time is rounded to the
nearest quarter hour. The work day calendar defined for the queue calculates the number of
work days. The time is then converted to hours.
Time
Remaining
This field is the difference between the current date and time and the commitment date and
time. The time remaining is rounded to the nearest quarter hour. The work day calendar
defined for the queue calculates the number of work days. The time is then converted to
hours. Any time remaining appears in red. Time is only calculated if the returned date and
time field is blank. If there is no commitment date and time, the time remaining is zero.
Reserved By If you set up record locking, you can review the calls that are currently in use and the user ID
of the person who is accessing the file.
If you try to access a call that is in use, the system notifies you that the call is locked and
displays the user ID of the person working in the file.
If you do not have record locking activated, the column is blank.
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Processing Options for Work With Calls (P17500)
Display
The processing options on this tab indicate the information that the system displays when you
inquire on calls using this version of Work With Calls. For example, you can set up these
processing options so that the system only displays those calls within a status range based
on a time zone, call back time, country code, and language .
1. Check the time zone filter
Blank = Not check
1 = Check
Use this processing option to indicate whether the system verifies the time
zone of the customer. The system displays calls based on time zones.
Valid values are:
Blank Bypass time zone filter
1
Check time zone filter
If you choose the option to check the time zone and then set the processing
option to verify a call back time, the system verifies whether the time at the
customer's location in the customer's time zone is outside of business hours.
If the customer time is earlier or later than your business hours, the system
does not display the calls.
2. Starting call back time
Use this processing option to indicate the Call Back Time to filter calls. If
the time at the customer location is earlier than this time and time zone
filter check box on the Work with Calls form is checked, the system does not
display the calls. When you enter a call back time, you must enter military
time and include the hour, minutes, and seconds. For example:
90000 for 9:00:00
150000 for 15:00:00
If you set this processing option to verify a call back time and choose the
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option to check the time zone filter, the system verifies whether the time at
the customer's location is earlier than the current time. If the customer time
is earlier than the current time, the system does not display the calls.
3. Display or Hide Country Code
Blank = Country Code is not displayed as Selection Criteria
1 = Country Code is displayed as Selection Criteria
Use this processing option to specify whether the system displays the country
code field for you to use as selection criteria.
Valid values are:
Blank Hide the country code field.
1
Display the country code field.
If you choose to display country codes, you can indicate a selection criteria
that the system uses to display calls. To specify which country code the
system uses as a default, set the Default Country Code processing option.
4. Display or Hide Language
Blank = Language is not displayed as Selection Criteria
1 = Language is displayed as Selection Criteria
Use this processing option to specify whether to display the language field.
Valid values are:
Blank Hide the language field.
1
Display the language field.
If you choose to display languages, you can indicate a selection criteria that
the system uses to display calls. To specify which language the system uses as
a default language, set the Default Language processing option.
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5. From status
Use this processiong option to indicate the From Status. The system only
displays those calls that are within the status specified in this processing
options for From Status and Thru Status.
6. To status
Use this processiong option to indicate the Thru Status. The system only
displays those calls that are within the status specified in this processing
options for From Status and Thru Status.
7. Number of days to use for date filter
Blank = Date From/Thru are not pre-loaded
Use this processing option to specify a number of days with which the system
uses to calculate the From date and Thru date. The system only displays calls
that fit within this date range.
If you leave this option blank, the system does not calculate filter dates.
8. Priority column
Blank = Display Priority column without color coding
1 = Display Priority column with color coding
Use the processing option to specify whether the system displays priority with
color. The color setup is defined in the user defined code (17/PR) in the
Special Handling column.
Valid values are:
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Blank Display priority without color.
1
Display priority with color.
9. Display or Hide CTI Interface
Blank = CTI Interface is not displayed
1 = CTI Interface is displayed
Use this processing option to specify whether the system displays the CTI
Interface.
Valid values are:
Blank Hide the CTI Interface.
1
Display the CTI Interface.
10. Display or Hide the calls that are in use
Blank = the calls are displayed
1 = hide the calls
Use this processing option to specify whether the system displays the calls
that are currently in use by a user. Calls that are in use are locked in the
system so that only one person at a time can access call information.
Valid values are:
Blank Display locked calls.
1
Do not display locked calls.
Defaults
The processing options on this tab define the defaults that the system uses when you inquire
on calls. While you can override these values to search for calls, you can specify defaults that
are standard to most calls that you inquire on in this version of Work with Calls, such as
country code, language code, assignee, and call queue.
1. Country Code
Blank = USA
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Use this processing option to indicate the country code that the system uses
when the country code field appears. The system displays calls that have this
country code.
If you leave this option blank, the system does not use a specific country
code as selection criteria.
You must also set the Display Country Code processing option on the Display
tab to display country codes.
2. Language
Blank = Domestic Language
Use the processing option to specify which language to retrieve as the default
Language when language is displayed. The system only displays calls that
indicate this specific language preference.
If you leave this option blank, the system does not retrieve a default
language.
You must also set the Display Language processing option on the Display tab to
display languages.
3. Assignee
Blank = Not default the user to the assignee
1 = Default the user to the assignee
Use the processing option to specify the user as the default for the Assignee.
The system displays calls that are assigned to the user.
Valid value are:
Blank Do not default the user as the assignee
1
Default the user as the assignee
4. Call Queue
Use this processing option to specify the default Call Queue on the selection
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criteria. The system only displays calls that are assigned to this queue.
Versions
The processing options on this tab define the versions that the system accesses when you
take row and form exists from the Work With Calls form, using this version of Work With
Calls.
1. Customer Call Entry
P17501 (ZJDE0001)
Use this processing option to define the version of Customer Call Entry
(P17501) that the system uses when you add a new call or select a specific
call to review on the Customer Call Entry form.
If you leave this option blank, ZJDE0001 will be used.
2. Supplemental Data
P00092 (ZJDE0003)
Use the processing option to define the version of Supplemental Data (P00092)
that the system uses when you choose the form exit, Supplemental Data.
If you leave this option blank, ZJDE0003 will be used.
3. Work With Tasks
P17504 (ZJDE0001)
Use this processing option to define the version of Work with Tasks (P17504)
that the system uses when you choose the row exit, Work with Tasks.
If you leave this option blank, ZJDE0001 will be used.
4. Work Center
P012501 (ZJDE0005)
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Use this processing option to define the version of Work Center (P012501) that
the system uses when you choose the form exit, Work Center.
If you leave this option blank, ZJDE0005 will be used.
5. Print Call
R17674 (XJDE0003)
Use this processing option to define the version of Print Call report (R17674)
that the system uses when you choose the row exit, Print Call.
If you leave this option blank, XJDE0003 will be used.
Process
The processing options on this tab define the processing that the system performs for this
version of Work with Calls. If you activate this processing option, you can use this version for
Customer Self-Service for your web-based solution.
1. Customer Self-Service
Blank = Bypass Customer Self-Service
1= Activate Customer Self-Service for use in Java/HTML
2 = Activate Customer Self-Service for use in Windows
Use this processing option to determine how the system uses this version of
Work with Calls (P17500) with Customer Self-Service Functionality.
Valid Values:
Blank Do not activate Customer Self-Service functionality.
1
Activate Customer Self-Service functionality for use in Java/HTML.
2
Activate Customer Self-Service functionality for use in Windows.
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What You Should Know About Processing Options
Accessing
processing options
for P17505
To access these processing options, type IV (Interactive Versions) in the Fast Path.
On Work With Interactive Versions, enter the program number and click Find.
Locate the version and choose Processing Options from the Row menu.
Working with Computer Telephony Integration
Computer Telephony Integration (CTI) is an interface between a telephone system and the
Call Management system. Using CTI, a computer can accept incoming calls and route them
to the appropriate device or person.
Topics
Setting up Computer Telephony Integration properties
Using Computer Telephony Integration
Setting Up Computer Telephony Integration Properties
Set up Computer Telephony Integration (CTI) properties to connect your system applications
to the telephony driver. The properties allow you to recreate a keypad for telephone
functions.
►
To set up CTI properties
From the Call Setup menu (G1743), choose CTI Properties.
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1. On Work With CTI Properties, click Add.
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2. On CTI Properties Revisions, complete the following fields and click OK:
•
Address Number
•
Agent ID
•
ACD Number
Using Computer Telephony Integration
From the Daily Call Processing menu (G1713), choose Call Entry.
On the Work With Calls form, choose CTI from the Form menu.
When you use CTI, you sign on to the telephone system and access your calls through the
Call Entry program. You are able to access the CTI interface as well as the Call Entry
interface in order to perform your duties.
Depending on how you have set your processing options in Call Entry (P17500), the system
automatically displays the CTI interface as you access the Call Entry program.
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Resolving Calls
Resolving calls includes everything from finding an answer to the customer's inquiry or
problem to entering a service order because the issue requires further support. An issue
remains in open status until the issue has been resolved. When you resolve the issue and to
allow for accurate reporting, you need to change the status to closed. To report your time,
you can access time entry as you are closing an issue if processing is set up to do so in the
queue statuses.
Topics
Searching for customer issues and solutions
Entering service orders using Call Management
Closing issues
Charging time to issues
Searching for Customer Issues and Solutions
The Customer Service Management system includes a Knowledge Management module,
which provides a database of issues and resolutions. You can search this database to find an
issue that is similar to yours and view the attached resolution.
The system searches for symptoms and reporting codes. You can add new symptoms and
resolutions, or attach information to existing symptoms and resolutions.
►
To search for customer issues and solutions
From the Daily Call Processing menu (G1713), choose Call Entry.
1. On Work With Calls, click Add.
2. From the Form menu of Customer Call Entry, choose Knowledge Base, Add/Attach,
and then Symptom.
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3. On Knowledge Base Revisions, complete the following field:
•
Tree Name
4. From the Form menu, choose Knowledge Tree.
The system lists the items related to the symptom that you entered.
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5. On Knowledge Base Tree Search & Select, click folders that apply to your issue until
you find a similar issue.
6. Choose the issue and click Select.
7. On Knowledge Base Revisions, click OK.
8. To add information to existing issues or solutions, enter the information in the
attachment and click OK.
See Also
Working with Knowledge Management Transactions
Entering Service Orders Using Call Management
Enter service orders to track requests for on-site or in-house repair, and to track shipments of
replacement parts.
Depending on the nature of the customer request, you must first open a call and then create
the service order, or you can create a service order that is not attached to an open call. If a
request cannot be resolved by a consultant or if a replacement part is required, you can
create a service order.
►
To enter service orders using Call Management
From the Daily Call Processing menu (G1713), choose Call Entry.
1. On Work With Calls, locate and choose the call and click Select.
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2. From the Form menu of Customer Call Entry, choose Service Orders, and then
choose Revise.
3. On Service Work Order Revisions, review the information and make any changes as
necessary.
The system enters information from the installed base record as default information.
The system also checks entitlement for the customer.
4. Click OK.
The system uses next numbers to assign a service order number unless you override
the information.
See Also
Entering a Service Order
Closing Issues
When you resolve a issue, you need to change the status of the issue to close it.
After you close the issue, you might need to enter your time entry information in order to bill
the customer accurately.
Note
Depending on how your system is set up, the status of the issue might not require you to
manually change the code to closed. Instead, the system might close the issue.
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►
To close issues
From the Daily Call Processing menu (G1713), choose Call Entry.
1. On Work With Calls, locate and choose the call and click Select.
2. On the Caller tab of Customer Call Entry, enter the code that indicates that the issue
is resolved in the following field and click OK:
•
Call Status
The system updates the time and date the issue is completed. If you set your status
rules to display time entry or knowledge base, the system automatically displays
these forms.
Charging Time to Issues
When you resolve a issue, you need to enter your time in order to accurately capture the
amount of time spent on the issue for billing purposes. If you have contract and warranty
agreements with customers that do not require billing by the hour, you still might need to
report the time for accounting purposes. You can set your processing options to create either
payroll batch transactions or G/L transactions.
Setup options determine which stages of an issue require time entry. You can set up your
system to display the time entry form at any status change or only when the call is closed.
When you enter an issue, the system calculates time entry information based on the time
when you access the Call Entry form and the time when you exit the form. You can override
the information, if necessary.
There are three methods for using the Call Time Entry program:
•
With call billing turned off (enter time for reporting purposes only)
•
With call billing turned on, flat rate pricing method
•
With call billing turned on, time and materials pricing method
The fields vary on the Call Time Entry form depending on which method you use. When call
billing is turned off, the fields are identical to flat rate billing except that the Uploaded to Table
and Date Uploaded fields do not appear.
Note
If this call has already been billed, you cannot change the billing information.
Before You Begin
In order to access billing information and enter billable time, you must activate the Bill
for Calls processing option for Customer Call MBF (P1700140).
►
To charge time to issues
From the Daily Call Processing menu (G1713), choose Call Entry.
1. On Work With Calls, locate the call and click Select.
2. On Customer Call Entry, choose Time Entry from the Form menu.
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3. On Call Time Entry, complete or review the following fields (you can override system
defaults):
•
Service Provider Number
•
Cost Type
•
Actual Hours
•
Labor Unit of Measure
•
Costing Rate
•
Start Date
•
Start Time
•
End Date
•
End Time
•
Account Number
The system retrieves the account number based on the account number set up
for a service provider or consultant in the CSMS service provider address book
information.
•
PDBA Code
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•
Percentage Covered
4. If you are using the time and materials pricing method, complete or verify the
following additional fields:
•
Billable
In order to bill for the call, this field must be set to 1 or Y.
•
P.O. Number
•
Adjustment Schedule
•
Price Effective Date
•
Billable Hours
•
Minimum Billable Hours
•
Billing Rate
•
Minimum Billable Amount
•
Discount Method
•
Discount Percent
•
Discount Amount
•
Taxable
•
Tax Explanation Code
•
Tax Rate/Area
•
Bill To Number
•
Send Invoice To Number
5. Click OK.
The system uploads the costs of the call to the tables you set up in the processing
options.
What You Should Know About Processing Options
Accessing
processing options
for P17505
To access these processing options, type IV (Interactive Versions) in the Fast Path.
On Work With Interactive Versions, enter the program number and click Find.
Locate the version and choose Processing Options from the Row menu.
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Processing Options for Time Entry (P17505)
Process Tab
The processing options on this tab define the processes that the system performs during time
entry.
1. Write time entry records
Blank = Only CSMS Time Entry Table (F1760)
1 = General Ledger Batch Table (F0911Z1) and CSMS Time Entry Table (F1760)
2 = Payroll Batch Table (F06116Z1) and CSMS Time Entry Table (F1760)
Use this processing option to determine the tables to which the system writes
the time entry records.
Valid values are:
Blank Write records to the CSMS Time Entry table (F1760).
1
Write records to the General Ledger Batch table (F0911Z1) and CSMS
Time Entry table (F1760).
2
Write records to the Payroll Batch table (F06116Z1) and CSMS Time
Entry table (F1760).
2. Protect time entry line
Blank = Do not protect
1 = Protect
Use this processing option to determine whether you can change the time entry
line when you inquire on time entry information.
Valid values are:
Blank Allow changes to time entry.
1
Do not allow changes to time entry.
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3. Round Actual Hours
Blank = Do not round
1 = Quarter Hour
2 = 10th Hour
3 = Half Hour
Use this processing option to define how to display the actual hours worked.
You can display either the actual or the rounded hours worked. Valid values
are:
Blank = Display the actual hours.
1 = Round the actual hours to the quarter hour.
2 = Round the actual hours to the 1/10 hour.
3 = Round the actual hours to the half hour.
4. Round Billable Hours
Blank = Do not round
1 = Quarter Hour
2 = 10th Hour
3 = Half Hour
Use this processing option to specify whether to round the billable hours.
Valid values are:
Blank Do not round the billable hours.
1
Round the billable hours to the quarter hour.
2
Round the billable hours to the 1/10 hour.
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3
Round the billable hours to the half hour.
5. Protect Minimum Hours and Amount
Blank = Do not protect
1 = Protect
Use this processing option to protect the information in the Minimum Hours
field and the Minimum Amount field. If you leave this option blank, you can
make changes to the information in these fields. Valid values are:
Blank Do not protect the minimum hours and amount.
1
Protect the minimum hours and amount.
Defaults Tab
The processing options on this tab define the defaults that the system uses during time entry.
1. Hour Type
Blank = Description is not loaded
Use this processing option to define the default hour type description. If you
leave this option blank, the system does not retrieve the description.
2. Cost Type
Blank = B1
If you are billing for calls and the pricing method is time and materials, use
this processing option to specify the default cost type.
Typically, enter B1 (Direct Labor) as the default, or you can enter another
valid value from UDC 30/CA (Cost Component Add-Ons).
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3. Labor Unit of Measure
Blank = HR (Hours)
Use this processing option to specify the labor unit of measure for the Call
Time Entry program.
Enter a valid value from UDC 00/UM (Unit of Measure). If you leave this option
blank, the default for the Labor Unit of Measure field is HR (Hours).
4. Mimimum Hours
Blank = 0
Use this processing option to specify the minimum hours on each time entry
record. If you leave this option blank, the default for the Minimum Hours
field is 0.
5. Subledger
Blank = Subledger will be left blank
1 = Call Number
2 = Customer Number
3 = Site Number
4 = Short Item Number
5 = Contract Number
6 = Equipment Number
Use this processing option to specify what information the system records in
the Subledger field when you create time entry records for the Employee
Transactions - Batch File (F06116Z1) or the Journal Entry Transactions - Batch
File (F0911Z1). Valid values are:
Blank The system leaves the Subledger field blank.
1
Call Number
2
Customer Number
3
Site Number
4
Short Item Number
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5
Contract Number
6
Equipment Number
6. Labor Unit of Measure for Hour
Use this processing option to specify the unit of time the system uses for
Hour, such as HR. The system uses this option for Labor Unit of Measure
conversion.
You must specify a value for this processing option if you want the system to
upload the time entry record to the Employee Transaction Batch File
(F06116Z1).
Enter a valid value from UDC 00/UM (Unit of Measure).
7. PDBA Code
Use this processing option to specify the default value for the PDBA code. The
PDBA code defines the type of pay, deduction, benefit, or accrual. If you
leave this option blank, the system leaves the PDBA code blank.
Pay types are numbered from 1 to 999. Deductions and benefits are numbered
from 1000 to 9999.
Versions Tab
The processing options on this tab define the versions that the system uses for inquiry and
upload programs.
1. Service Billing Inquiry (P4812)
Blank = ZJDE0001
Use this processing option to specify the version to use for the Service
Billing Inquiry program (P4812). If you leave this option blank, the system
uses the ZJDE0001 version.
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2. Customer Ledger Inquiry (P03B2002)
Blank = ZJDE0001
Use this processing option to specify the version to use for the Customer
Ledger Inquiry program (P03B2002). If you leave this option blank, the system
uses the ZJDE0001 version.
3. Time Entry MBF (P050002A)
Blank = ZJDE0001
Use this processing option to specify the version of the Time Entry program
(P050002A) that the system uses to process and upload the data to the Payroll
Batch table for processing. If you leave this option blank, the system uses
the ZJDE0001 version.
Vertex Tab
The processing option on this tab defines the Vertex transaction type for labor billing.
1. Transaction Type for Labor Billings
Blank = SERVIC
Use this processing option to specify the Vertex transaction type that the
system uses when calculating taxes for time entry billing. Only use this
transaction type if you are billing for calls and the pricing method is Time
and Materials.
Enter a valid value from UDC 73/TY (Vertex Transaction Type). If you leave
this processing option blank, the system uses transaction type SERVIC.
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Managing the Call Work Center
The call work center displays calls in a tree structure. You can view the queues and all calls
within a queue. You can move a call from one queue or assignee to another queue or
assignee, and review messages and data related to any call.
As an option, the call work center displays calls in different colors to indicate priority. You
define the colors when you set up user defined codes.
Topics
Reviewing calls
Working with call escalation workflow
Reviewing Calls
To review calls using the call work center, set the Call Management system constants to write
message records. Use the call work center to begin most of your daily procedures. Use the
call work center to access issues and tasks in open or personal queues. Each queue has an
address book number assigned to it. Issues and tasks are represented by icons.
The Work Center form contains three panels. The left panel is called the tree panel because
it contains the tree structure, which is described later in this section. The middle panel is
called the icon panel, and the right panel is called the viewer panel.
When you open a queue, important information about the first issue or task in the queue
appears in a template in the viewer panel on the right. This information includes such items
as who the customer is and the severity and status of the issue. You can view information
about any other issue or task in the queue by clicking it.
Queues are organized in a hierarchical format. The queue at the top of the tree panel is the
highest in the hierarchy for the address number entered in the Address Number field. Queues
listed underneath and indented are contained within the larger group.
Topics
Reviewing calls by consultant
Reviewing calls by queue
►
To review calls by consultant
From the Daily Call Processing menu (G1713), choose Work Center.
You can review the calls assigned to each consultant.
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1. On Work Center, enter the specialist's address book number in the following field and
click Find:
•
Address Number
2. To narrow your search, complete the following field:
•
Tickler Date
The system displays a tree structure arranged by queue and then by specialist.
Expand each level of the tree until you can see the information that you need. You
can view all calls assigned to a specific specialist.
3. To review all queues available associated with a specific address book number,
choose the following option:
•
All Queues
4. To display all messages in a specific mailbox, choose the following option:
•
Message Mode
5. Select a call from the tree to view specific information about that call in the right
column.
6. To move calls between personal queues, select the call and drag it to the appropriate
queue.
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►
To review calls by queue
From the Daily Call Processing menu (G1713), choose Work Center.
You can review the calls assigned to each queue.
1. On Work Center, enter the work group queue address book number in the following
field and click Find:
•
Address Number
2. To narrow your search, complete the following field:
•
Tickler Date
3. Select a call from the tree to view specific information about that call in the right
column.
4. To move calls between group queues, select the call and drag it to the appropriate
queue.
Working with Call Escalation Workflow
You can use the Enterprise Workflow Management system to streamline the process of
escalating a call and notifying the necessary individuals that the call has been escalated.
Enterprise Workflow Management allows you to automate paper-based tasks into an e-mailbased process across a network.
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You can define workflow structures for each queue, priority, and level of escalation, and have
notification messages (escalation messages) sent to an unlimited number of people.
Workflow structure setup only allows a single address number at any escalation level. If you
want to send the escalation message to multiple people, you must create another workflow
structure that includes the list of people and specify this workflow structure at the appropriate
escalation level.
You initiate the workflow process when you enter a call into the system. If a call is added to
the system and closed at the same time, the workflow process is never activated.
When you add a call to the call database, the system creates a message within the Work
Center (P012501). This message is placed in a mailbox either at the queue level or at the
assignee level. The message is updated with an escalation date and time based on setup of
queue, call type, and priority information within Queue Revisions. The system also updates
the call record with the same escalation date and time and an escalation level 1. All
escalation date and time calculations are based on the commitment date and time that the
system calculates based on queue or contract information.
When the escalation time has passed, the system may increase the priority of the call and
send notification messages to the appropriate contacts. The system updates the escalation
level for the call and awaits a status change or the next level of escalation or notification.
When you close the call or reach the end of your escalation levels, the system ends the
workflow process.
Note
Although there are many methods you can use to implement call escalation, the tasks that
follow specify only one method for illustration purposes. These tasks enable you to
understand the setup process. Use these tasks to set up the call escalation workflow that will
meet the needs of your organization.
Topics
Setting up the escalation distribution list
Setting up the CALLESCAL workflow process
Setting up escalation detail for queues and priorities
Excluding CALLESCAL from the Start Escalation Monitor
Running the call escalation program
See Also
Working with Messages in the OneWorld Foundation documentation for information
about understanding message types, sending messages, and managing messages
The Enterprise Workflow Management documentation for information about setting
up workflow management
The Scheduler Application in the System Administration documentation for scheduler
information
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Setting Up the Escalation Distribution List
First, you need to set up an address book number for the parent escalation distribution list.
Then you set up the parent/child list, which is the list that contains one or more people to
whom the system sends escalation messages.
Topics
•
Setting up the address book number for the parent
•
Setting up the parent/child distribution list
Note
You do not need to complete these tasks if you want to use existing distribution lists that you
already set up.
►
To set up the address book number for the parent
From the Customer Service Setup menu (G1740), choose Address Book Revisions.
1. On Work With Addresses, click Add.
2. On Address Book Revisions, complete the following fields:
•
Address Number
This address number will link to the child. The child is the true distribution list in
workflow processing.
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•
Alpha Name
Enter a name for the list, such as Parent Escalation Distribution List.
•
Search Type
3. Click OK.
►
To set up the parent/child distribution list
From the Call Setup menu (G1743), choose Group Revisions.
The parent/child distribution list contains one or more people to whom the system sends
escalation messages. The parent address book numbers are linked between the parent
escalation and the parent/child distribution lists. Due to the way in which workflow processing
works, the child is the true distribution list.
1. On Work With Distribution Lists, click Add.
2. On Address Parent/Child Revisions, complete the following fields:
•
Parent Number
Enter the same value that you entered in the Address Number field when you set
up the parent.
•
Structure Type
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Enter WFS (Workflow Security), or enter your own user defined code. Be sure to
use the same Structure Type consistently throughout the call escalation setup
process.
3. In the detail area, complete the following field and click OK:
•
Address Number
Enter the address number of the child escalation distribution list.
4. On Work With Distribution Lists, clear the following fields:
•
Parent Number
•
Structure Type
5. Click Add to return to the Address Parent/Child Revisions form.
6. On Address Parent/Child Revisions, complete the following fields:
•
Parent Number
Enter the address number of the child escalation distribution list that you entered
in step 3.
•
Structure Type
Enter WFS (Workflow Security), or enter your own user defined code. Be sure to
use the same Structure Type consistently throughout the call escalation setup
process.
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7. In the first row, complete the following field:
•
Address Number
Enter the address number of an individual to include on the distribution list.
8. In the remaining rows, continue entering the Address Number values as many times
as necessary to build the distribution list. All individuals on this list will receive
escalation messages. Do not complete the other fields.
9. After you finish building the distribution list, click OK.
Setting Up the CALLESCAL Workflow Process
Topics
Setting up header workflow information and SENDMSG activity
Setting up the receipt condition for the queue
Setting up activity rules
Activating the CALLESCAL workflow process
Before You Begin
Verify that the Composer and Graphical Design Tool processing options of Process
Master are set to blank.
►
To set up header workflow information and SENDMSG activity
From the Workflow Management Setup menu (G0241), choose Process Master.
1. On Work With Processes, click Add.
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2. On the Process Master tab of Workflow Revisions, complete the following fields:
•
Process
Type the following (exact spelling in capital letters):
CALLESCAL
•
Version
Enter a version number, such as 1.
•
Description
Enter a description, such as Call Escalation Workflow Process.
•
Product Code
Enter 17.
3. Click the Data tab.
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4. Complete the following fields:
•
Key Data
Type the following:
D1701090A
•
Additional Data
Type the following:
D1701090B
5. In the first row, complete the following fields:
•
Activity
Type the following (exact spelling in capital letters):
SENDMSG
•
Description
Enter a description, such as Send Message to Work Center.
•
Activity Type
Enter 07.
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6. Choose the first row, and choose ER Definition from the Row menu.
7. On the Function Selection tab of Send Message System Function, double-click
Messaging.
8. Double-click Send Message.
9. Click the Parameter Mapping tab.
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10. Use the right arrow to set the following parameters for data item values:
•
Recipient = BF mnMessageReceiver
•
Mailbox = BF szMessageMailBox
•
Subject = BF szMsgDescription
•
Text = BF szMsgDescription
•
Active = <Define Active Message>
The system displays the Work With Applications form when you select the Define
Active Message parameter.
11. On Work With Applications, complete the following field and click Find:
•
Object Name
Enter P17501.
12. Choose the row and click Select.
13. On Work With Forms, choose the row containing W17501A and click Select.
14. On Work With Versions, choose the row containing ZJDE0001 and click Select.
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15. On Form Interconnections, set the following Data Structure parameter:
•
BF mnCallNumber = mnDocumentOrderInvoiceE
Choose the first occurrence of BF mnCallNumber that is in the Available Objects
list, and click the right arrow.
267
16. Set the following Data Structure parameter (scroll down in the Data Structure window
to see cStatus_F1755):
•
BF cCallRecordType = cStatus_F1755
Choose the first occurrence of BF cCallRecordType that is in the Available
Objects list, and click the right arrow.
17. Click OK.
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18. On Send Message System Function, use the right arrow to set the following
parameters:
•
DDMessage = None
•
MessageKey = BF mnMessageID
19. Click OK.
Note
Completing this task allows you to move directly to the next task: To set up the receipt
condition for the queue.
►
To set up the receipt condition for the queue
After you set up header workflow information and SENDMSG activity, perform these steps to
set up the receipt condition for the queue in which calls can be escalated.
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1. On Workflow Revisions, complete the following fields:
•
Activity
On the second row of the detail area, type the following (where xxxxx is your
queue number):
IFxxxxx
•
Description
Type the following (where xxxxx is your queue number):
If Queue is xxxxx
•
Activity Type
Enter 09.
2. Choose the second row and choose ER Definition from the Row menu.
3. On Criteria Design, select the following values:
•
Left Operand = BF mnCallQueue
•
Comparison = is equal to
•
Right Operand = Literal
The system displays the Single value tab when you select Literal.
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4. On the Single value tab, complete the following field and click OK:
•
Call Queue
Enter your queue number.
The system displays the queue number in the Right Operand field of the Criteria
Design form.
5. Click OK.
6. On Workflow Revisions, click OK to return to the Work With Processes form.
Next, complete the steps to set up the activity rules.
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►
To set up the activity rules
After you set up the receipt condition for the queue, perform these steps to set up the activity
rules.
1. On the QBE line of Work With Processes, enter CALLESCAL in the Process field and
click Find.
2. Choose the CALLESCAL row and click Select.
3. On the SENDMSG row of Workflow Revisions, complete the following field and click
OK:
•
Escalation Y/N
Be sure to enter Y, since this field activates call escalation.
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4. On Escalation Rules, complete the following fields:
•
Escalation Rule
Type the following (exact spelling):
DEFDIST
•
Description
Enter a description, such as Call Escalation Distribution Lists.
5. In the first row, complete the following fields:
•
Recipient Condition
Type the following (where xxxxx is your queue number):
IFxxxxx
•
Distribution List
Enter the parent address book number that contains the distribution list.
•
Structure Type
Enter WFS (Workflow Security), or enter your own user defined code. Be sure to
use the same Structure Type consistently throughout the call escalation setup
process.
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6. From the Form menu, choose ER Definition.
7. On Send Message System Function, perform the same steps for the queue (IFxxxxx)
that you completed for setting up the SENDMSG activity.
See the task, To set up header workflow information and SENDMSG activity. Begin
with step 7.
After you perform these steps, the system again displays the Escalation Rules form.
8. If you need to set up additional activity rules, repeat steps 5 through 7 in this
procedure for each rule.
9. After you finish setting up activity rules, click OK.
Next, complete the steps in the task to activate the CALLESCAL workflow process.
►
To activate the CALLESCAL workflow process
From the Workflow Management Setup menu (G0241), choose Process Master.
1. On Work With Processes, enter CALLESCAL in the Process field of the QBE row and
click Find.
2. Choose the CALLESCAL row and choose Activate from the Row menu.
3. Click Find to verify that Version 1 of CALLESCAL is active.
The Version Status field displays Y. Version status must be activated in order to see
calls.
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Setting Up Escalation Detail for Queues and Priorities
Each time the system escalates a call, the system uses the detail data from the Call Priority
Revisions form to calculate the following information:
•
New escalation date and time
•
Message level within the parent distribution list for sending messages
•
Priority
When you enter a call, the escalation level is 1. The system locates the detail line containing
an escalation level of 1. If the call is assigned, the system uses the Assigned Percentage
value to calculate the escalation date and time. If the call is unassigned, the system uses the
Unassigned Percentage field value to make the calculation. The system also uses the
Commitment Date/Time value and the Response Time value in calculating the escalation
time.
If you do not close the call by the escalation date and time, the system sends messages to
the individuals on the distribution list, changes the escalation level, and calculates a new
escalation date and time. The system continues to escalate the call and increment the
escalation level until you close the call or until the system does not find a detail line
containing the next escalation level.
Note
When you enter a call, be sure to assign the call to the correct queue and priority. Otherwise,
you will not see escalation messages.
►
To set up escalation detail for queues and priorities
This task describes how to set up call escalation data for all queues at one priority level. You
must repeat these steps for each priority code and queue that you set up.
From the Call Setup menu (G1743), choose Queue Revisions.
1. On Work With Queues, choose Queue Priorities from the Form menu.
Alternatively, if you want to set up call escalation data for a specific queue, you can
locate the queue on Work With Queues and choose Queue Priorities from the Row
menu.
275
2. On Work With Call Priorities, choose the row for the priority that you want to set up
and click Select.
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3. In the first row of Call Priority Revisions, complete the following fields:
•
Escalation Level
Enter 1.
•
Message Level
Enter 1.0.
•
Unassigned Percentage
•
Assigned Percentage
4. In the second row, complete the following fields:
•
Escalation Level
Enter 2.
•
Message Level
Enter 1.0.
•
Unassigned Percentage
•
Assigned Percentage
5. In the remaining rows, continue entering as many escalation levels as you want to set
up.
6. Click OK.
Excluding CALLESCAL from the Start Escalation Monitor
Call escalation workflow is processed separately by the call management system. Therefore,
you need to exclude CALLESCAL from the Start Escalation Monitor batch program (R98810)
of workflow processing.
►
To exclude call escalation from the Start Escalation Monitor
From the Workflow Advanced & Technical Operations menu (G0231), choose Start
Escalation Monitor.
1. On Work With Batch Versions – Available Versions, choose the first row and choose
Data Selection from the Row menu.
2. On the second row of Data Selection, enter the following values:
•
Operator = And
•
Left Operand = BC Process ID (F98865)
•
Comparison = is not equal to
•
Right Operand = CALLESCAL
3. Click OK.
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Running the Call Escalation Program
From the Periodic Call Processing menu (G1723), choose Escalation Processing
After you enter new calls, you can run the Call Escalation Program to generate a report of
those calls needing escalation and send messages to the individuals on the escalation
distribution list.
If you want to confirm the escalation workflow, choose Work Center from the Daily Call
Processing menu (G1713). Inquire on the address book number of the queue or on the child
address book numbers in the escalation distribution list.
Before You Begin
On the Call tab of the Customer Service Constants form, ensure that the checkbox
for Message Center Interface is turned on. Otherwise, you cannot write messages to
the work center and perform call escalation.
On the Call tab of the Customer Service Constants form, ensure that you have
access authority to the mailbox listed in the Mail Box for Escalation constant. This
mailbox will contain the escalation messages.
Processing Options for Workflow Net Change (P98800)
Composer
1. Composer
1 = Enabled
Blank = Disabled
Graphics
1. Graphical Design Tool
1 = Enabled
Blank = Disabled
Processing Options for Work with Queues (P17506)
Versions
Enter the Version for the following programs. If left blank, the version in the parentheses will be the
default value.
1. Enter the Version for the Address Book update. Default is ZJDE0001 if blank.
1. Address Book MBF
P0100041 (ZJDE0001)
Default
1. Document Type
Display
1. Display Call Queues or Service Order Queues.
Blank = Service Order Queues.
1= Call Queues.
Billing for Calls
The typical billing process includes accumulating calls to bill, creating and printing invoices,
and recording journal entries for income and receivables.
278
Customer Service Management is integrated with the Accounts Receivable and General
Accounting systems. The billing process in CSMS is the same whether you are billing for
contracts, service orders, or calls. After you set up the billing details in CSMS, the system
runs the billing process and updates Accounts Receivable tables with invoice information and
General Accounting tables with revenue information.
Invoices are based on billable calls. The first step in the billing process is to accumulate
billable calls. When you run CSMS Call Workfile Generation, the system finds the calls that
are eligible for billing from the Call table (F1755) and the Time Entry table (F1760), and
creates Service Billing Workfile records (F4812).
Topics
Setting up AAIs for calls
Generating the call workfile
Before You Begin
Set up the distribution AAIs.
See Also
Billing for CSMS for related billing information
If you are using Vertex, Vertex Quantum for Sales and Use Tax
Setting Up AAIs for Calls
To bill calls and process business transactions properly, you must identify information about
your account structure and specific account values. You define your account structure and
specific account values by using automatic accounting instructions (AAIs). The system stores
the AAI values in the Automatic Accounting Instructions table (F40905). Whenever a program
performs an accounting function, it accesses the Automatic Accounting Instructions table.
Distribution AAIs define the rules by which the Customer Service Management system
interacts with the general ledger. Accounting AAIs define the rules by which the CSMS and
the Accounts Receivable system interact. When you define AAIs, you establish how the
system processes transactions for various programs.
Call-related distribution AAIs consist of the following:
•
1747, Call Revenue: determines the credit account for billable calls. Accounting AAIs
determine the debit side of revenue, also known as the trade accounts receivable
account.
•
1792, Call Center Expense: determines the debit account for call time entry records
that the system uploads to the Journal Entry Transactions Batch table (F0911Z1) or
the Employee Transactions Batch table (F06116Z1).
•
1793, Accrued Call Center Cost: determines the credit account of costs for call time
entry records that the system uploads to the Journal Entry Transactions Batch file
(F0911Z1).
Based on key fields, the system retrieves the G/L account to use when creating an entry in
the Service Billing Detail table (F4812). The key fields are:
•
Company
•
Doc Type
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•
G/L Category Code
•
Cost Type
Based on these key fields, the system creates journal entries using:
•
Branch/Plant
•
Object Account
•
Subsidiary
Topics
The system retrieves the document type and company from the call and identifies the
appropriate G/L class code according to a search hierarchy.
The system retrieves the document type and company from the call and identifies the
appropriate G/L class code according to the following search hierarchies:
Hierarchy for G/L Class Codes for Calls
Hierarchy for Responsible Business Unit for Calls
Hierarchy for G/L Class Codes for Calls
Based on the service type of the call, the system finds the Covered G/L Code or the NonCovered G/L Code in the Service Contract Services table (F1725). The system uses these
G/L codes to locate the appropriate distribution AAIs for amounts that are either covered or
not covered by service contracts.
Based on the G/L class code, company, and document type, the system creates an entry
using the distribution AAIs. The entry consists of a business unit, an object, and optionally, a
subsidiary. You can override the G/L class codes.
Hierarchy for Responsible Business Unit for Calls
If the business unit of an AAI is blank, the system locates the responsible business unit
based on the value specified in the Responsible Business Unit field, which is located on the
Calls tab of the CSMS Constants form.
On CSMS Constants, you can choose one of the following tables for the system to use to
locate the responsible business unit:
Item Branch Master Extension
(F41171) or Item Master Extension
(F4117) tables
The system uses the branch/plant and item number on the call to
find the responsible business unit in the Item Branch Master
Extension table (F41171).
If the branch/plant is blank, the system uses the item number on
the call to find the responsible business unit in the Item Master
Extension table (F4117).
If the business unit exists in the F41171 or F4117 table, the
system uses the same business unit in the resulting accounting
journal entry.
Product Family/Model table (F1790)
The system uses the product model on the call detail line to find
the responsible business unit in the Product Family/Model table
(F1790).
280
If the business unit exists in the F1790 table, the system uses the
same business unit in the resulting accounting journal entry.
Equipment table (F1201)
The system uses the equipment number on the call detail line to
find the responsible business unit in the Equipment Master table
(F1201).
If the business unit exists in the F1201 table, the system uses the
same business unit in the resulting accounting journal entry.
Customer Number table (F0101)
The system uses the customer number on the call detail line to
find the responsible business unit in the Customer Master table
(F0101).
If the business unit for the customer exists in the F0101 table, the
system uses the same business unit in the resulting accounting
journal entry.
Note
If you assign a project business unit to the responsible business unit in the Business Unit
Master table (F0006), the system uses the project business unit as the business unit for the
account.
See Also
Setting Up AAIs in the General Accounting documentation for more information about
defining the account structure to process transactions properly
Generating the Call Workfile
From the Periodic Call Processing menu (G1723), choose Call Workfile Generation.
When you run the Call Workfile Generation program (R17675), the system processes records
in the Call table (F1755) and the Time Entry table (F1760).
When you run the generation program in final mode, the system creates billing records in the
Service Billing workfile (F4812) and updates the call record with the date billed. The Service
Billing system then creates workfile transactions that are used by the Accounts Receivable
and General Accounting systems.
Caution
When you have billed a call in final mode, you cannot change it.
See Also
Call Workfile Generation Report (R17675) in the Reports documentation for a sample
of this report.
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Processing Options for Call Workfile Generation (R17675)
Process Tab
These processing options specify whether to run the report in proof or final mode, and
whether the system writes errors to the report or to the Work Center.
1. Proof or Final Mode
Blank = Proof Mode
1 = Final Mode
Use this processing option to specify whether to run the report in proof or
final mode. Final mode updates all records. If you leave this processing
option blank, the system generates the report in proof mode and does not
update records. Valid values are:
Blank Run the report in proof mode
1
Run the report in final mode
2. Work Center Or Report
Blank = Write Errors to Work Center
1 = Write Errors to Report
Use this processing option to specify whether the system writes errors to the
Work Center or to the report. Valid values are:
Blank Write errors to the Work Center
1
Write errors to the report
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Display Tab
This processing option specifies whether to print domestic or foreign currency amounts on
the report.
1. Print Domestic or Foreign
D = Domestic
F = Foreign (Default)
Use this processing option to specify whether to print domestic or foreign
currency amounts on the report. If you leave this processing option blank, the
system prints foreign currency amounts. If foreign currency amounts do not
exist, the system prints domestic currency amounts. Valid values are:
D Print domestic currency amounts
F Print foreign currency amounts
Defaults Tab
These processing options specify the value to use in the Subledger field when you create
billing transactions, and the billing date to use.
1. Subledger
Blank = Subledger will be left blank
1 = Call Number
2 = Customer Number
3 = Site Number
4 = Short Item Number
5 = Contract Number
6 = Equipment Number
Use this processing option to specify the subledger value that the system uses
when you create billing transactions. Valid values are:
Blank No subledger value
1
Call number
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2
Customer number
3
Site number
4
Item number
5
Contract number
6
Equipment number
2. Date Billed
Blank = Use System Date
1 = Use Call Beginning Date
Use this processing option to specify the date, in the Date Billed field, that
the system uses when you create billing transactions. The system only updates
this field when you run the report in final mode. Valid values are:
Blank System date
1
Call beginning date
Vertex Tab
These processing options specify the Vertex transaction type to use when calculating taxes
for billings.
1. Vertex Transaction Type for Labor Billings
Blank = SERVIC
Use this processing option to specify the Vertex transaction type that the
system uses when calculating taxes for time entry billing. Only use this
transaction type if you are billing for calls and the pricing method is Time
and Materials.
Enter a valid value from UDC 73/TY (Vertex Transaction Type). If you leave
this processing option blank, the system uses transaction type SERVIC.
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2. Vertex Transaction Type for Flat Rate Billings
Blank = SERVIC
Use this processing option to specify the Vertex transaction type that the
system uses when calculating taxes for flat rate billing. Only use this
transaction type if you are billing for calls and the pricing method is Flat
Rate.
Enter a valid value from UDC 73/TY (Vertex Transaction Type). If you leave
this processing option blank, the system uses transaction type SERVIC.
Reviewing Call Management Reports
When you want to review call statistics for your company, you can print call reports to verify
duration of calls, review the product models that are causing the most calls, and so on.
Note
All reports are based on closed calls. When you verify the duration of calls, the beginning and
ending date of the call must be within the date range set in the processing options.
Topics
Reviewing the Call Detail/Summary report
Reviewing the Call Statistics by Assignee report
Reviewing the Call Statistics by Product report
Reviewing the Call Duration Statistics by Products report
Reviewing the Call Print report
Reviewing the Call Detail/Summary Report
From the Periodic Call Processing menu (G1723), choose Call Detail/Summary Report.
The Call Detail/Summary report provides the ability to create reports that display detail or
summary information for the following types of closed calls:
•
Calls by queue
•
Calls by product model
•
Calls by environment
•
Calls by equipment number
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•
Calls by item number
The Call Detail/Summary Report is based on closed calls. You can review detail or summary
information for these calls, based on processing options for the version. When you run the
detail report, the system lists all calls, as well as the total number of closed calls. When you
run the summary report, the system only list the total number of closed calls.
When you set the processing options for the Call Detail/Summary report, you specify a date
range. For example, if you set up the date range to retrieve calls from 6/1/05 through 6/30/05,
the system selects only those calls that have a beginning date on or after 6/01/05, but that
are closed on or before 6/30/05.
When you generate the Call Detail/Summary Report, you can select one of the following
versions, according to your organization requirements:
Closed Calls by Call
Queue
When you run version XJDE0001, the system lists the total number of closed
calls by the queue number. You can define the queues in the data selection.
Closed Calls by
Product Model
When you run version XJDE0002, the system lists the total number of closed
calls by the product model.
Closed Calls by
Environment
When you run version XJDE0003, the system lists the total number of closed
calls by the environment.
Closed Calls by
Equipment Number
When you run version XJDE0004, the system lists the total number of closed
calls by the equipment number.
See Also
Call Detail/Summary Report (R17670) in the Reports documentation for a sample of
this report
Processing Options for Call Detail/Summary Report (R17670)
Defaults
1. Print Product Model or Item Number
Blank = Product Model
1 = Item Number
2. From Date
3. Thru Date
Blank = Today's date
Print
1. Print Report
Blank = Print Call Summary Report
1 = Print Call Detail Report
Reviewing the Call Statistics by Assignee Report
From the Periodic Call Processing menu (G1723), choose Call Statistics by Assignee.
The Call Statistics by Assignee report provides you with the ability to create reports that
display information for the following types of closed calls:
•
Calls by assignee
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•
Calls by queue
The Call Statistics by Assignee report is based on closed calls. When you set the processing
options for the Call Statistics by Assignee report, you can specify the closed call status in the
processing options as well as the Handled Live call type, which identifies the calls that an
assignee answered without having to call the customer back.
When you set the processing options for this report, you specify a date range. For example, if
you set up the date range to retrieve calls from 6/1/05 through 6/30/05, the system selects
only those calls that have a beginning date on or after 6/01/05, but that are closed on or
before 6/30/05.
When you generate the Call Statistics by Assignee Report, you can select one of the
following versions, according to your organization requirements:
Closed Calls by
Assignee
Use version XJDE0001 to list call statistics for each call type by Assignee.
Closed Calls by Call
Queue
Use version XJDE0002 to list call statistics for each call type for a queue number.
When you review the report, the total is based on the assignee. The Grand Total is
based on the queue number.
Rows in Call Statistics by Assignee Report
In the Call Statistics by Assignee report, the system displays the following calculations in
each row:
Days on Line
Ending Date - Beginning Date
This calculation is based on the work day calendar and is listed by total
calls of each call type.
Total Time
Ending Date/Time - Beginning Date/Time
This calculation is based on the work day calendar and is listed by total
calls of each call type.
Average Calls per Day
Total Number / Days on Line
Average Time per Day
Total Time / Days on Line
Average Time per Call
Total Time / Total Number of Calls
This calculation includes all call types for each assignee.
Handled Live Number
Total number of closed calls that were handled live / Total number of calls
This calculation includes all call types for each assignee.
Handled Live Percentage of
Total
Total number of closed calls that were handled live / Total number of
closed calls
This calculation includes all call types for each assignee.
Handled Normal Number
The total number of closed calls for each call type.
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Handled Normal Percentage
of Total
The Number / Total Number of closed calls.
Totals in the Call Statistics by Assignee Report
In the Call Statistics by Assignee report, the system displays the total results based on the
following calculations:
Days on Line
The sum of days on line.
Total Time
The sum of total time from each row.
Average Calls per Day
Sum of Total Numbers (including handles live and normal) / Sum
Days on Line
Average Time per Day
Sum of Total Time / Sum Days on Line
Average Time per Call
Sum of Total Time / Sum of Total Numbers (including handled live
and normal)
Handled Live Number
Sum of the row amounts / Handled Live Numbers
Handled Live Percentage of Total
Handled Live Number / Total Number (including handled live and
normal) *100
Handled Normal Number
Sum of the row amounts / Handled Normal Numbers.
Handled Normal Number
Percentage of Total
The sum of the handled normal number / Total Numbers (including
handles live and normal) *100
The grand total row is the same as the total row.
See Also
Call Statistics by Assignee Report (R17671) in the Reports documentation for a
sample of this report
Processing Options for Call Statistics by Assignee (P17671)
Defaults
1. From Date
2. Thru Date
Blank = Today's date
3. Call Type for Handled Live
4. Closed Call Status
Reviewing the Call Statistics by Product Report
From the Periodic Call Processing menu (G1723), choose Call Statistics by Product.
The Call Statistics by Product report provides you with the ability to create reports that display
information for the following types of closed calls:
288
•
Calls by product model
•
Calls by environment
•
Calls by equipment number
•
Calls by item number
•
Calls by queue
The Call Statistics by Product report is based on closed calls. When you set the processing
options for the report, you can specify the closed call status in the processing options, as well
as the Handled Live call type which identifies the calls that an assignee answered without
having to call the customer back.
In the processing options, you must specify a date range that the system uses to retrieve
closed calls. In this report, the system selects closed calls if the beginning and ending dates
of the calls fall within the date range that you specify in the processing options From Date
and Thru Date.
When you generate the Call Statistics by Product Report, you can select one of the following
versions, according to your organization requirements:
Closed Calls by
Product
Use version XJDE0001 to list call statistics based on each call type for the product
model. The total is based on the product model.
Closed Calls by
Environment
Use version XJDE0002 to list call statistics based on each call type for the product
model based on the environment.
The total is based on the product model. The grand total is based on the
environment.
Closed Calls by
Equipment
Use version XJDE0003 to list call statistics based on each call type for the
equipment number.
The total is based on the item number.
Closed Calls by Item
Number
Use version XJDE0004 to list call statistics based on each call type for item
number.
The total is based on item number.
Closed Calls by Call
Queue
Use version XJDE0005 to list calls statistics based on each call type for product
model for the queue number.
The total is based on the product model. The grand total is based on the queue
number.
Rows in Call Statistics by Product Report
In the Call Statistics by Product report, the system displays the following calculations in each
row:
Handled Live Number
Total number of handled live calls.
This sum is based on the processing option that indicates the call
type for calls that are handled live.
Number of Handled Live Calls
Total number of handled live calls, when the execution date is before
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within the Commitment
the commitment date.
Percentage of Calls within the
Commitment
Number within commitment / Total number of calls (including
handled live and normal for each level break) *100.
Percentage within Commitment
Number within commitment / Total number of calls (including
handled live and normal for each level break) *100.
Handled Normal Number
Total number of handled normal calls.
The sum is based on the call type for calls that are handled
normally.
Number of Handled Normal Calls
within Commitment
Total number of handled normal calls, when the execution date is
before the commitment date.
Totals in Call Statistics by Product Report
In the Call Statistics by Product report, the system displays the total results based on the
following calculations:
Handled Live Number
The sum of the total number of handled live calls from each row.
Number within the
Commitment
The sum of the total number within the commitment.
Percentage of Calls
within the Commitment
The sum of the number within commitment / Total number of calls (including
handled live and normal for each level break) *100.
Percentage within
Commitment
The sum of the number within commitment / Total number of calls (including
handled live and normal for each level break) *100.
Handled Normal Number Total number of handled normal calls.
The sum is based on the call type for calls that are handled normally.
Total Percentage within
Commitment
(Number within commitment for handled live + Total number with commitment
for handled normal) / Total number of calls (including handled live and normal
for each level break) *100.
The grand total row is the same as the total row.
See Also
Call Statistics by Product Report (R17672) in the Reports documentation for a
sample of this report
Processing Options for Call Statistics by Product (R17672)
Defaults
1. From Date
2. Thru Date
Blank = Today's date
3. Call Type for Handled Live
4. Closed Call Status
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Reviewing the Call Duration Statistics by Products Report
From the Periodic Call Processing menu (G1723), choose Call Duration Statistics by
Product.
The Call Duration Statistics by Product report provides you with the ability to create reports
that display information for the following types of closed calls:
•
Calls by product model
•
Calls by environment
•
Calls by equipment number
•
Calls by item number
•
Calls by queue
The Call Duration Statistics by Product report is based on closed calls. When you set the
processing options for the report, you can specify the closed call status in the processing
options, as well as the Handled Live call type which identifies the calls that an assignee
answered without having to call the customer back.
In the processing options, you must specify a date range that the system uses to retrieve
closed calls. In this report, the system selects closed calls if the beginning and ending dates
of the calls fall within the date range that you specify in the processing options From Date
and Thru Date.
When you generate the Call Duration Statistics by Product Report, you can select one of the
following versions, according to your organization requirements:
Closed Calls by
Product
Use version XJDE0001 to list call statistics based on each call type for the product
model. The total is based on the product model.
Closed Calls by
Environment
Use version XJDE0002 to list call statistics based on each call type for the product
model based on the environment.
The total is based on the product model. The grand total is based on the
environment.
Closed Calls by
Equipment
Use version XJDE0003 to list call statistics based on each call type for the
equipment number.
The total is based on the item number.
Closed Calls by Item
Number
Use version XJDE0004 to list call statistics based on each call type for the item
number.
The total is based on item number.
Closed Calls by Call
Queue
Use version XJDE0005 to list calls statistics based on each call type for the
product model for the queue number.
The total is based on the product model. The grand total is based on the queue
number.
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Rows in the Call Duration Statistics by Product Report
In the Call Duration Statistics by Product report, you can review the results of the following
calculations in each row based on the level break:
Average Call Duration
Total elapsed hours / Total number of calls for each row
Percentage of Calls under 3
Hours
Total number of calls (total elapsed hours < 3) / Total number of calls for
each row
Percentage of Calls over 1 Day Total number of calls (total elapsed hours > 24) / Total number of calls for
each row
Percentage of Calls within
Commitment
Number within commitment (execution date < commitment date) / Total
number of calls for each row
Percentage of Calls under 3
Minutes
Total number of calls (total elapsed hours < 0.05) / Total number of calls
for each row
Percentage of Calls over 10
Minutes
Total number of calls (total elapsed hours > .17) / Total number of calls
for each row
Totals in the Call Duration Statistics by Product Report
In the Call Duration Statistics by Product report, the system displays the totals based on the
following calculations. Each total includes all call types for each level break:
Average Call Duration
Total elapsed hours / Total number of calls
Percentage of Calls under 3
Hours
Total number of calls (total elapsed hours < 3) / Total number of calls
Percentage of Calls over 1 Day
Total number of calls (total elapsed hours > 24) / Total number of calls
This calculation includes all call types for the level break.
Percentage of Calls within
Commitment
Number within commitment (execution date < commitment date) /
Total number of calls
Percentage of Calls under 3
Minutes
Total number of calls (total elapsed hours < 0.05) / Total number of
calls
Percentage of Calls over 10
Minutes
Total number of calls (total elapsed hours > .17) / Total number of calls
The grand total row is the same as the total row.
See Also
•
Customer Duration Statistics by Products Report (R17673) in the Reports
documentation for a sample of this report
292
Processing Options for Call Duration Statistics by Products (R17673)
Defaults
1. From Date
2. Thru Date
Blank = Today's date
3. Call Type for Handled Live
4. Closed Call Status
Reviewing the Call Print Report
From the Periodic Call Processing menu (G1723), choose Call Print.
You can review specific call information by printing call information. Based on your
processing option select, you can choose to print any associated media objects with the call.
You can indicate specific calls in your data selection.
See Also
•
Call Print Report (R17674) in the Reports documentation for a sample of this report
Processing Options for Print Call (R17674)
Print
1. Print Media Object
Blank = Do not Print Media Object on Report
1 = Print Media Object on Report
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Service Order Management
For customer requests that cannot be resolved with a phone call, you can create a service
order. You enter service orders to request work to be performed at the customer site or a
repair depot. Service orders provide the central database for all service and repair
information and the events associated with an equipment record, inventory item number, or
product model. Service orders track requests for depot repairs and track shipments of
replacement parts. The majority of service calls are initiated through the Call Management
module, but the repair depot might also create them.
A service order allows you to track all phases of the work necessary to resolve the customer's
issue, from scheduling the technician, to the technician's arrival and successful completion of
the work.
You can also use service orders to manage the work flow of your service tasks and other
projects. You can manage all aspects of a service task or project, including the following:
•
Creating service orders for preventive and corrective maintenance
•
Committing inventory to a service order
•
Scheduling multiple tasks, such as mechanical, electrical, and so on, to a service
order
•
Tracking the progress of a service order by status
•
Tracking service order costs, such as labor, materials, and so on
•
Recording unlimited detailed information about a service order
•
Completing and closing a service order
Topics
Setting up Service Order Management
Working with service orders
Processing service orders
Billing and paying service orders
Service Order Management Process Flow
The following graphic illustrates the flow of a service order through a typical service order life
cycle.
294
Terms and Concepts
The following Service Order Management terms and concepts are used in this guide:
Base warranty
The warranty that is associated with the equipment. Base warranties are typically
included in the purchase price of the equipment and are non-billable.
Extended warranty An optional warranty that can be purchased to cover the performance of the
equipment over and above the criteria set forth in the base warranty. This type of
warranty is billable.
295
Equipment number A number to identify a piece of equipment within the Equipment Master table (F1201).
Inventory item
number
A number to identify an item within the Inventory Master table (F4101).
Mean Time
Between Failure
(MTBF)
The average time, distance, or events between breakdowns.
Mean Time to
Repair
The average time it takes to repair a failed item.
Product family
A group of products that have common characteristics and share classification criteria.
Model
The numbers or letters that group products of a product family. A product model is a
more specific grouping of items within a product family.
Returned Material
Authorization
(RMA)
An authorization from the supplier for the customer to return inventory for credit,
replacement, or repair. The system creates an authorization number for the supplier to
track the return of the inventory. This is also known as Returned Goods Authorization
(RGA).
Serial number
The numbers or letters that uniquely identify an item. The serial number is stored in
the Equipment Master table (F1201).
Service package
The combination of service type and contract coverage that specifies the service
support to which the customer is contractually entitled. Service packages also specify
warranty types, such as base or extended.
Service types
The various services that you provide through the Service Order Management or Call
Management modules. For example, you can set up different codes to differentiate an
on-site repair or depot repair on an advanced exchange. The service type can
differentiate the status flow, response time, and downstream accounting entries.
Service address
number
The address book number of the site where a piece of equipment is located. The site
number can be the same as the customer number, but it might differ if the customer
has multiple sites.
296
Warranty
An assurance by the manufacturer or seller that the equipment will perform as
specified for at least a specified time.
The following graphic illustrates an example of how you can achieve maximum service
revenue with CSMS functionality. CSMS utilizes customer and product information that you
enter once in order to operate efficient and cost effect service processes.
In this example, an installed base record was created when you sold a television set to
customer 4242. The customer opted to purchase an extended warranty to supplement the
base warranty. When the customer calls with an issue, the customer service representative
(CSR) is able to schedule a service order for TV repair, log the symptoms, issues and
resolutions for quality analysis, and schedule a call-back to ensure customer satisfaction.
Setting Up Service Order Management
Before you can use any of the features of Service Order Management, you need to define the
critical information that the system needs for processing. You also specify the information you
will use when you enter data throughout the system.
You also need to set up user defined codes for Service Order Management. See Setting Up
User Defined Codes for CSMS for more information.
297
Topics
Setting up service order constants
Setting up service order history
Attaching activity rules to a service order
Before You Begin
Set up service order document types in the Document Type Maintenance program
(P40040) from the Service Order Setup menu (G1742). See Setting Up Document
Type Information in the Inventory Management documentation. For each document
type, enter 1 in the Service Order field. The system uses this for splitting billing and
costing amounts to different accounts based on the service contract.
Setting Up Service Order Constants
To define default information that applies to your entire system, you set up system constants.
Constants control the types of information that you track and the rules that the system uses to
perform certain calculations.
►
To set up service order constants
From the Customer Service Setup menu (G1740), choose Customer Service Constants.
1. On CSMS System Constants Revisions, click the Service Orders tab.
2. If applicable, make changes to the following field:
298
•
Responsible BU Location
When adding a service order, the default value for the business unit is based on the
constant value. For example, if the default value of the business unit is based on the
equipment number, the system retrieves the value for the Responsible Business Unit
from the Equipment Master table.
3. To indicate the field that is used to trigger a service order entitlement check,
complete the following field:
•
Service Order Entitlement Trigger
4. To indicate that the caller name must have a Who's Who record associated with the
customer number, click the following option:
•
Who's Who Required
You must select a customer number from the window. The system returns the short
identifier that is associated with the Who's Who record.
5. Click OK.
Setting Up Service Order History
From the Service Order Setup menu (G1742), choose Service Order History - Equipment
or choose Service Order History - Customer.
Set up service order history to track service order status information by customer and by
equipment. You can also set up service order history so that a service order is not created for
referenced equipment. These programs control the display of icons within the Service Order
Entry program to indicate previous customer or product calls.
Default dates and status codes are defined by processing options. You can override default
information by entering new dates and statuses. Icons appear at the top of the Service Work
Order Entry forms to alert you to existing customer or product history. Click the icons to see
detailed information.
Processing Options for Work With Service Order History (P17715)
Process
1. Beginning Status for History
2. Ending Status for History
3. Number of Days of History to Display
What You Should Know About Processing Options
Displaying an icon to
indicate previous service
orders associated with a
piece of equipment or a
customer
The values that you enter determine whether the system displays an icon
when there are existing service orders associated with the inventory item
number, product model, equipment number, or customer number, if
applicable.
You must first enter the status of the service orders that define the
selection range criteria. Then define the number of days of history that you
want to display For example if you enter 30 days the program displays
299
the product or customer icon if a service order falls within the status range
and was entered 30 days less than the system date.
Attaching Activity Rules to a Service Order
You can attach service order status activity rules to define the status flow and to indicate the
next step as determined by the status. Before the system can continue to the next step, you
must enter the next status in the Next Status field. If you do not include the next status, the
service order is considered complete. If you attach an open status code to the complete
status revisions line, you can reopen the service order.
►
To attach activity rules to a service order
From the Daily Service Order Processing menu (G1712), choose Service Order Entry.
1. On Work with Service Orders, locate the service order to which you are attaching
activity rules, choose it, and click Select.
2. On Service Work Order Revisions, choose Service Order from the Form menu, and
choose Activity Rules.
3. On Work Order Activity Rules, complete the following fields:
•
WO Status
•
WO Status Description
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•
Next Status
4. Complete any of the following fields, as applicable and click OK:
•
Allowed Status 1
•
Allowed Status 2
•
Allowed Status 3
•
Allowed Status 4
•
Allowed Status 5
•
Maint. Status
•
Subledger Inactive
•
Lock Flag
Working with Service Orders
You can enter a service order to formally request repair work and schedule maintenance.
You can also use service orders to record and communicate all details related to the repair
task.
You must create a service order master for every service that you track. The service order
master consists of basic information that defines the service order, such as the service order
number, description, and the business unit to which the service order is charged. You can
also enter additional information, such as category codes, to further identify the service order.
In addition, you can copy parts from a standard parts list or assign non-standard parts to a
service order. You can also assign detailed labor routing instructions to a service order. You
can perform the following steps:
•
Identify each work center needed to perform repair tasks
•
Specify the sequence in which the tasks are performed
•
Indicate the estimated duration of each task
You can delete any service order from the system unless it has any of the following
characteristics:
•
It is used as a parent work order
•
It has any account ledger transactions associated with it
•
It has a parts list or a routing attached
Topics
Entering a service order
Assigning parts to a service order
Exchanging a piece of equipment
301
Attaching service instructions
Updating the life cycle information of a service order
Reviewing the status history of a service order
Reviewing service order parts lists
Reviewing costs by parent service order
Printing service orders
Creating service order prepayment transactions
See Also
To enter and review work orders on the web, you must activate Customer Self
Service functionality in the processing options for all applications that comprise your
web environment. See Working with Service Work Orders on the Web for complete
information about customer self-service and service work orders.
Entering a Service Order
If an issue cannot be resolved by a consultant using the Call Management system in
combination with the Knowledge Management system, you can enter a service order.
You enter a service order under the following circumstances:
•
You need to bill for the parts and labor required to fix a piece of equipment
•
You need to send a technician to the site to repair the problem
•
You use a service provider to resolve the problem and you need to create a voucher
for payment
You can use processing options to set the default values for several fields, such as address
book fields and category code fields if you defined those fields during system setup. You can
also retrieve numerous default values from a parent service order. For example, you can use
values from a parent service order to retrieve the following information:
•
Service type
•
Start date
•
Planned completion date
When you enter a service order, the system creates a record in the Work Order Master table
(F4801) and creates an extension table to store information that is pertinent only to CSMS
service orders, the Service Order Extension table (F4817).
Understanding Service Order Billing
Hierarchy for G/L Class Codes for Service Orders
Hierarchy for Responsible Business Unit for Service Orders
Hierarchy for G/L Class Codes for Service Orders
OneWorld identifies the proper G/L category code according the following hierarchy:
6. Based on the service type on the service order, the system looks up the Covered G/L
code and Non-Covered G/L Code in the Service Contract Services table (F1725)
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•
The Covered G/L code is used for the appropriate Distribution AAIs for the
amount covered by contract.
•
The Non-Covered G/L code is used to locate the appropriate Distribution AAI for
amounts that are not covered by contract.
7. If G/L codes (both Covered and Non-Covered) in the Service Contract Services table
(F1725) are blank, then the system uses the AAIs that are set up with the wildcard,
****.
Based on the company, document type, G/L code, and cost type, the system retrieves the
revenue or expense account to use when creating an entry in the Service Billing Detail table
(F4812).
If **** is entered in the Distribution AAIs for the G/L class code, then the system ignores the
G/L class code and uses on the company, document type, and cost type.
Hierarchy for the Responsible Business Unit for Service Orders
If the business unit for the AAI is blank, the system locates the responsible business unit
based on the value specified in the field Responsible Business Unit, located on the Service
Orders tab in the CSMS Constants.
In the CSMS Constants, you can choose one of following five options for the system to use to
locate the responsible business unit:
1
Item Branch Master
Extension (F41171)
The system uses the branch/plant and item number on the service
order to look up the responsible business unit in the Item Branch
Master Extension (F41171).
If there is the business unit in the Item Branch Master Extension, the
system uses this business unit in the resulting accounting journal
entry.
Item Master Extension The system uses the item number on the service order to look up the
(F4117)
responsible business unit in the Item Master Extension (F4117).
If there is the business unit in the Item Master Extension, the system
uses this business unit in the resulting accounting journal entry.
2
Product Family/Model The system uses the product model on the service order detail line to
(F1790)
look up the responsible business unit in the Product Family/Model
table (F1790).
If there is the business unit in the Product/Family Model table, the
system uses this business unit in the resulting accounting journal
entry.
3
Equipment (F1217)
The system uses the equipment number on the service order detail
line to look up the responsible business unit in the Equipment Master
(F1201).
If there is the business unit in the Equipment table, the system uses
this business unit in the resulting accounting journal entry.
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Customer Number
(F0301)
4
The system uses the customer number on the service order detail line
line to look up the responsible business unit in the Customer Master
table (F0301).
If there is the business unit for the customer in the Customer Master
table, the system uses this business unit in the resulting accounting
journal entry.
Note
If you assign a project business unit to the responsible business unit in the Business Unit
Master (F0006), the system uses the project business unit as the business unit for the
account.
See Also
Understanding AAIs for General Accounting in the General Accounting
documentation
Setting Up AAIs for Service Contracts for more information about identifying the
account structure to process your business transactions properly.
►
To enter a service order
From the Daily Service Order Processing menu (G1712), choose Service Order Entry.
1. On Work with Service Orders, click Add.
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2. On the Customer/Installed Base tab of Service Work Order Revisions, complete the
following fields:
•
Site Number
•
Short Description
The short description defaults from the symptom field, or you must enter text.
This description is displayed on the Work with Service Work Orders form.
•
Symptoms
A processing option defines the default value for this field (P17714, Defaults tab,
Symptoms Default). If you have not set up your processing options to retrieve
this value from the call, you must enter a value.
•
Equipment Number
Depending on the installed base constants that you set up on the CSMS System
Constants Revisions form, the system displays an equipment number, unit
number, or serial number description. Based on this number, the system supplies
customer and equipment information from the installed base record.
•
Branch/Plant
The branch/plant defaults from the Installed Base record and defines the
branch/plant from which inventory is issued.
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Note
If you are accessing this form from the Call Management or Knowledge Management
modules, the system enters information from the installed base record as default
information when you enter a service order. The system also checks entitlement for
the customer.
3. Click the Status/Assignments tab.
4. Complete the following fields:
•
Current Status
•
Estimated Start Date/Time
•
Time Zone
•
Estimated End Date/Time
If the customer is entitled, the system calculates the commit date and time based on
the entitlement check process.
5. Complete the following optional fields:
•
Status Comment
•
Percent Complete
•
Primary Service Provider
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For EAM, the Primary Service Provider represents the Manager.
•
Secondary Service Provider
The system retrieves the primary service provider from the address book. For
EAM, the Secondary Service Provider represents the Supervisor.
•
Primary Technician
For EAM, the Primary Technician represents the Assigned To person.
•
Secondary Technician
6. Complete the following field when the service order is complete:
•
Actual End Date/Time
The value for the Actual End Date field defaults to today's date if the status of the
service order is at a complete status.
7. Click the Classification tab.
8. Complete the following optional fields:
•
Phase
•
Category 02
•
Category 03
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•
Category 04
•
Category 05
•
Status
•
Service Type
•
Skill Type
•
Experience Level
•
Category 10
•
Priority
•
Flash Message
•
Language
•
Geographic Region
•
Country
•
Type of Material
•
Type of Labor
The system attaches a bill of material and routing to a service order based on the
Type of Material and Type of Labor fields.
The system retrieves the information for the Language, Geographic Region, and
Country fields based on the customer record.
9. To associate a parent service order to a child service order, complete the following
field:
•
Parent Order Number
The system does not automatically update information between parent and child
service orders.
10. To associate standard instructional information to the service order, complete the
following field:
•
Standard Procedure
11. To set up a cross-reference between this service order and another service order,
complete the following field:
•
Cross/Reference
This is a text only field, but you can use the information as search criteria on Work
with Service Orders.
12. Click the Accounting tab.
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13. To track estimated costs and actual costs against this service order, complete the
following fields:
•
Labor Hours
•
Labor Amount
•
Material Amount
•
Other Amount
If you associate routings to a service order, the system retrieves default values for
the Labor Hours and Labor Amount fields. If you associate a parts list to a service
order, the system retrieves default values for the Material Amount field. The system
updates the cost to the service order header.
When you add routing and/or a parts list, the program updates the cost to the service
order header.
Note
Alternatively, to update the actual costs of a service order, you can run a batch
process, Update Work Order Actual Amounts (R13800). This batch process
summarizes transactions for labor and material and updates the actual cost fields of
the service order.
14. To override the business unit responsible for costs and revenue, complete the
following field:
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•
Business Unit
The system enters the default value for this field from the equipment number,
inventory item number, or customer number records based on CSMS constants.
15. Enter other accounting information as applicable by completing the following fields:
•
Subsidiary
•
Covered G/L Category
•
Non-Covered G/L Category
The values for the Covered G/L Category and Non-Covered G/L Category fields
default from the service contract's service package based on the type of service
on the service order.
16. Click one of the following options to define the method of pricing:
•
Flat Rate
If you use flat rate as the pricing method, you must associate one labor step with
the service order.
•
Time and Materials
If you use time and materials to price, both parts and labor will be priced.
The values for the Flat Rate and Time and Materials fields default from the service
contract's service package based on the type of service on the service order.
The system retrieves Tax Rate/Area information based on the Service Address
Number. Tax Rate/Area information is based on where the work is completed, not on
the location of the customer.
17. To associate the service order with a contract, complete the following field:
•
Contract Number
The system supplies service contract values if the system is set up to check
entitlements and the contract is valid.
18. Click the Attachment tab.
19. If applicable, add attachments to the service order.
20. Click OK.
The system uses next numbers to assign a service order number unless you override
the information.
Processing Options for Work with Work Orders (P48201)
Defaults 1
Enter the Default Category Codes to be used to Search for Work Orders
1. Phase
2. Category Code 02
3. Category Code 03
4. Category Code 04
5. Category Code 05
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6. Category Code 06
7. Category Code 07
8. Category Code 08
9. Category Code 09
10. Category Code 10
Defaults 2
Enter the Default Values to be used to Search for Work Orders.
1. From Status Code W.O.
2. Thru Status Code W.O.
3. Type - W.O.
4. Document Type
5. Models
Blank = Do not include models
1 = Include models
Defaults 3
Enter the default address book numbers to be used to search for work orders.
1. Job or Business Unit
2. Originator
3. Customer
4. Planner
5. Supervisor
Versions
Enter the version of the following applications to call. Leave blank to use the default version defined in
parentheses.
1. Work Order Print (XJDE0001)
2. Completed PM - P12071 (ZJDE0001)
3. Parts List - P3111 (ZJDE0001)
4. Routing Instructions - P3112 (ZJDE0001)
5. Inventory Issues - P31113 (ZJDE0002)
6. Time Entry - P311221 (ZJDE0001)(CSMS Only)
7. Work With Returned Material Authorization
P40051 (ZJDE0001)
(CSMS Only)
8. Open Purchase Order - P4310 (ZJDE0011)
9. Returned Material Authorization Revisions Version - P400511
(CSMS Only)
10. On Line Service Order Quote - P17717 (ZJDE0001)
(CSMS Only)
11. Time Entry By Employee - P051121(ZJDE0001)
WO Entry
1. Choose the work order entry program to call when adding or selecting a work order. This entry
program will also decide which UBE will be called for printing.
'1'
'2'
'3'
'4'
-
Equipment Work Orders (P48011)
Service Work Orders
(P17714)
Project Task Details
(P48014)
Tenant Work Orders
(P15248)
2. Enter the version of the selected work order entry to call. Leave blank to use default version defined
in parentheses.
Work Order Entry (ZJDE0001)
Process
1. Enter a '1' to highlight the priority field within the grid. Leave blank to not highlight.
2. Customer Self-Service Functionality
Blank = Bypass Customer Self-Service functionality.
1 = Activate Customer Self-Service functionality for use in Java/HTML.
2 = Activate Customer Self-Service functionality for use in Windows.
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What You Should Know About Processing Options
Setting up a default On the Defaults 2 tab, you can enter the document type that you want the system to
document type
use for service orders. This document type will be overridden if the service order is
entitled by a contract.
Searching for
service orders by
originator
On the Defaults 3 tab, enter an address book number in the Originator field. The
system uses this address book number to search for service orders entered by a user.
To display all service orders when you click Find on Work with Service Orders, type 0
in this field.
Processing options for Service Order Revisions can be accessed by retrieving P17714 in the
Interactive Versions application.
Processing Options for Service Work Order Revisions (P17714)
Defaults tab
The processing options on this tab define the defaults that the system uses when you are
revising or entering service work orders in the Service Work Order Revisions form.
1. Service Order Document Type
Use this processing option to specify the document type that the system uses
as a default when you enter a service order. This code also indicates the
origin of the transaction.
You must enter a value that has been set up in the user defined code (00/DT).
2. Service Order Type
Use this processing option to specify the order type that the system uses when
you enter a service order. The order type indicates the type classification of
a work order or engineering change order. You can use work order type as a
selection criteria for work order approvals.
You must enter a value that has been set up in user defined code table
(00/TY).
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3. Service Order Priority
Use this processing option to specify the service order priority that the
system uses as a default when you enter a service order. It is a user defined
code that indicates the relative priority of a work order or engineering
change order in relation to other orders.
You must enter a value that has been set up in the user defined code table
(00/PR).
4. Customer
Use this processing option to identify an address book number of employees,
applicants, participants, customers, suppliers, tenants, and any other address
book members that the system uses as a default. An address book number is a
number that identifies an entry in the Address Book system.
5. Primary Service Provider
Use this processing option to specify the service provider that the system
uses as a default. The default service provider is the address book number of
a manager or planner that the system assigns when you enter a service order.
6. Secondary Service Provider
Use this processing option to specify a secondary service provider that the
system uses as a default. The secondary service provider is the address book
number of a supervisor that the system assigns when you enter a service order.
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7. Primary Technician
Use this processing option to specify a primary technician that the system
uses as a default. The technician is the address book number of a person that
the system assigns to do the work when you enter a service order.
8. Secondary Technician
Use this processing option to specify a secondary technician that the system
uses as a default. The secondary technician is the address book number of an
inspector that the system assigns when you enter a service order.
9. Parts List
Use this processing option to specify the default for the parts list when you
enter a service order. The parts list is a user defined code that designates
the type of bill of material.
You must enter a value that has been set up in the user defined code table
(40/TB).
10. Routing Type
Use this processing option to specify a routing type that the system uses as a
default when you enter a service work order. The system retrieves the default
routing type for the work order header and uses the type of routing to
identify the service that should be done.
You must enter a value that has been set up in the user defined code table
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(40/TR).
11. Symptoms Default
Blank = Do not default a symptom
1 = Default Service Type description
2 = Default Entitlement description
3 = Default Method of Pricing
Use this processing option to indicate the information type that the system
retrieves as the symptom when you enter a service order.
Valid values are:
Blank Do not default symptoms.
3
1
Use the service type description as the symptom.
2
Use the entitlement description as the symptom.
3
Use the method of pricing as the symptom.
Use the method of pricing as the symptom.
Edits tab
The processing options on this tab define which information is required when you enter a
service work order. When you activate these processing options, the system verifies that you
have entered the appropriate information in the corresponding fields before creating a service
work order. If you have activated any of these processing options and you do not have a
value in a corresponding field, the system displays a hard error and does not allow you to
enter a service work order.
1. Required Equipment Number
Blank = Do not require Equipment Number entry
1 = Require Equipment Number entry
Use this processing option to specify whether you are required to enter an
equipment number when you enter a service work order.
Valid values are:
Blank The equipment number is not required when you enter a service work
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order.
1
Equipment number is required when you enter a service work order.
If you choose option 1, you must enter an equipment number when you enter a
service work order. If you do not enter an equipment number, the system
displays a hard error and does not allow you to proceed in service work order
entry.
2. Date Edits
Blank = Accept all dates entered
1 = Display a warning for date errors
2 = Display an error for date errors.
Use this processing option to specify whether the system verifies dates when
you enter a service work order. This flag determines if the system checks
dates when dates are entered or changed on a service work order.
Valid values are:
Blank Accept all dates entered.
1
The system displays a warning for date errors.
2
The system displays a hard error for date errors.
3. Required Caller Number
Blank = Do not require Caller Number
1 = Require Caller Number entry
Use this processing option to indicate whether the system requires you to
enter the address book number for a caller when you are entering an order.
Valid values are:
Blank Caller number is not required.
1
Caller number is required.
4. Update Pricing Method
Blank = Update Pricing Method
1 = Do not update Pricing Method
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Use this processing option to specify whether you want to prevent the system
from updating the pricing method.
Valid values are:
Blank You can update the pricing method.
1
Do not update the pricing method.
5. Required Phone Number
Blank = Do not require Area Code and Phone Number
1 = Require Area Code and Phone Number entry
Use this processing option to specify whether you are required to enter an
area code and phone number when you are entering service work order.
Valid values are:
Blank Do not require area code and phone number.
1
You must enter an area code and phone number
6. Work With Service Order History (P17715) version
Use this processing option to enter the version of Work with Service Order
History (P17715) that the system uses to verify existing service orders. By
verifying existing service orders, you can prevent the addition of a duplicate
service order for an equipment number.
If you leave this option blank, the system uses version ZJDE0001.
Process tab
The processing options on this tab define the processing that the system performs for this
version of Service Work Order Revisions (P17714). You can choose whether the system
retrieves default information based on the information that you enter a service work order.
You can perform additional processing, such as creating parts list and routings, entitlement
checking, and approval processing.
1. Default Service Provider
Blank = Do not default the Primary and Secondary Service Providers
1 = Default the Primary and Secondary Service Providers based on category codes 1
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2 and 3.
Use this processing option to specify whether the system retrieves primary and
secondary service provider based on category codes 1, 2, & 3 when you enter a
service work order.
Valid values are:
Blank Do not default the primary and secondary service providers.
1
Default the primary and secondary service providers.
The category codes are user defined codes (00/W1, 00/W2, 00/W3) that are
defined in the service work order.
When you define primary and secondary service providers, the system refers to
the CSMS attributes in Address Book for the customer. If primary and secondary
service providers are not defined in Address Book, the system uses the primary
and secondary service provider that you defined in the processing options for
Service Work Order Revisions (P17714) first in the Defaults tab, then in the
Process tab.
If you leave the service providers fields on the Default tab blank and you
specify in this processing option to default the primary and secondary service
providers based on category codes, the system verifies the category codes in
the service work order against work order default codes (P48001).
2. Default Standard Parts
Blank = Do not default the standard parts from equipment
1 = Default the standard parts from equipment
Use this processing option to specify whether the system retrieves the
standard parts based on the equipment when you enter a service order.
Valid values are:
Blank Do not default the standard parts from the equipment.
1
Default the standard parts from the equipment.
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3. Recalculate Dates
Blank = Do not recalculate dates automatically
1 = Automatically recalculate the start and requested dates for the parts list and
routings
Use this processing option to specify whether the system automatically
recalculates the start and requested dates for the parts list and routings.
Valid values are:
Blank Do not recalculate dates for parts lists and routings.
1
Automatically recalculate dates for parts lists and routings.
4. Service Order Approval Type
Use this processing option to enter the approval type that the system uses in
the Service Order Approval process. The service order approval type is a user
defined code that indicates the type of work order approval path that a work
order follows.
You must enter a value that has been set upo in the user defined code table
(48/AP).
5. Service Order Cross Reference
Blank = Equipment's immediate parent
1 = Equipment's top level parent
2 = Value from parent service order.
Use this processing option to indicate the service order cross-reference. The
system uses the cross-reference to determine the default of the parent
equipment number.
Valid values are:
Blank The immediate parent
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1
The top-level parent
2
Value from parent service order
6. Entitlement Checking
Blank = Bypass Entitlement Checking
1 = Check entitlement using the date table (F1791)
2' = Check entitlement without the date table.
Use this processing option to determine whether the system performs
entitlement checking and the preferred method.
Valid values are:
Blank Bypass entitlement checking.
1
Check entitlements using the Entitlement Dates table (F1791).
2
Check entitlements without using the Entitlement Dates table.
7. Symptoms Entry
Blank = Bypass prompt to enter a Knowledge Base symptom when adding a Service
Order
1 = Enter a Knowledge Base Symptom when adding a Service Order
Use this processing option to specify whether you are required enter a
Knowledge Base symptom when entering a service work order.
Valid values are:
Blank Do not enter a Knowledge Base symptom
1
You must enter a Knowledge Base symptom
8. Display Entitlement Inquiry
Blank = Do not display Entitlement Inquiry
1 = Display the Entitlement Inquiry following the entitlement check.
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Use this processing option to specify whether the system displays the
Entitlement Inquiry form following an entitlement check.
Valid values are:
Blank Do not display the Entitlement Inquiry form.
1
Display the Entitlement Inquiry form.
9. Create Routings
Blank = Do not create routing labor instructions
1 = Create routing labor instructions when adding a service order.
Use this processing option to specify whether the system creates routing
instructions when you are adding a service order.
Valid values are:
Blank Do not create routing instructions.
1
Create routing instructions.
10. Display Who's Who Search
Blank = Do not display Who's Who Search window
1 = Display Who's Who Search window when the Caller Name is blank.
Use this processing option to determine whether the system displays the Who's
Who Search & Select form when you move past the customer number field and the
Caller Name is blank.
Valid values are:
Blank Do not display Who's Who Search & Select form.
1
Display the Who's Who Search & Select form.
11. Create Parts List
Blank = Do not automatically create parts list
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1 = Automatically create parts list when adding a service work order.
Use this processing option to automatically create a parts list for a new
service work order.
Valid values are:
Blank Do not automatically create a parts list for a new service work
order.
1
Automatically create a parts list when adding a service work order.
12. Work Order Status Window
Blank = Do not automatically call work order status window when adding a
service work order
1 = Automatically call the work order status window when adding a service work
order.
Use this processing option to specify whether the system automatically
displays the work order status window when you are adding a service work
order.
Valid values are:
Blank Do not automatically display the work order status window when
adding a service work order.
1
Automatically display the work order status window when adding a
service work order.
13. Customer Self Service
Blank = Bypass Customer Self Service functionality
1 = Activate Customer Self Service functionality in Java/HTML
2 = Activate Customer Self Service functionality in Windows
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Use this processing option to activate Customer Self-Service functionality. If
you activate self-service functionality, the system displays the self-service
tab forms and hides other tab forms.
Valid values are:
Blank Bypass Customer Self-Service functionality.
1
Activate Customer Self-Service functionality in Java/HTML.
2
Activate Customer Self-Service functionality in Windows.
14. Create Work Order Tag files (future)
Blank = Do not create F4801Z records
1 = Create F4801Z records
Use this processing option to specify whether the system creates the
interoperability table (F4801Z).
Valid values are:
Blank Do not create the interoperability table.
1
Create the interoperability table (F4801Z).
15. Service Order Quote (P17717) version
Use this processing option to specify the version of Service Order Quote
(P17717) the system displays after you enter the service work order.
16. Enter '1' to automatically e-mail primary service provider for new work orders.
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Install Base tab
The processing options on this tab define whether information in a corresponding Installed
Base record is updated to match the information in a service work order.
1. Customer Number Update
Blank = Bypass update
1 = Prompt to update Installed Base customer number to match Service Order
customer number
2 = Automatically update Installed Base
Use this processing option to determine what happens when you change the
customer number for an installed base item on a call, a contract, or a service
work order.
Valid values are:
Blank Bypass Installed Base update.
1
Display prompt to update Installed Base.
2
Automatically update Installed Base.
2. Site Number Update
Blank = Bypass update
1 = Prompt to update Installed Base site number to match Service Order site
number
2 = Automatically update Installed Base.
Use this processing option to determine what happens when you change the site
number for an installed base item on a call, a contract, or a service work
order.
Valid values are:
Blank Bypass Installed Base update.
1
Display prompt to update Installed Base.
2
Automatically update Installed Base.
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Versions tab
The processing options on this tab define the versions of other programs that the system
uses when you require additional information about the service work orders. You can access
these programs from form and row exits on the Service Work Order Revisions form.
1. Service Order Parts List (P3111)
Use this processing option to specify the version of Service Order Parts List
(P3111) that the system uses for parts list. If you leave this option blank,
the system uses version ZJDE0002.
2. Service Order Labor Instructions (P3112)
Use this processing option to specify the version to be used for Service Order
Labor Instructions (P3112). If you leave this option blank, the system uses
version ZJDE0002.
3. Service Order Status History (P1307)
Use this processing option to specify the version of Service Order Status
History (P1307) that the system uses when you inquire on the status history of
a service work order. If you leave this option blank, the system uses version
ZJDE0002.
4. Product Repair History (P17715)
Use this processing option to specify the version of Service Order History
(P17715) that the system uses for product repair history. If you leave this
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option blank, the system uses version ZJDE0001.
5. Customer Repair History (P17715)
Use this processing option to specify the version of Service Order History
(P17715) that the system uses for customer repair history. If you leave this
option blank, the system uses version ZJDE0002.
6. Equipment Repair History (P17715)
Use this processing option to specify the version of Service Order History
(P17715) that the system uses for equipment repair history. If you leave this
option blank, the system uses ZJDE0003.
7. Inventory Issues (P31113)
Use this processing option to specify the version to be used for Inventory
Issues (P31113). If you leave this option blank, the system uses ZJDE0002.
8. Work With Returned Material
Authorization (P40051)
Use this processing option to specify the version to be used for Work With
Returned Material Authorization (P40051). If you leave this option blank, the
system uses ZJDE0001.
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9. Return Material Authorization
Revisions (P400511)
Use this processing option to specify the version to be used for Return
Material Authorization Revisions (P400511). If you leave this option blank,
the system uses ZJDE0001.
10. Work With Contracts (P1720)
Use this processing option to specify the version to be used for Work With
Contracts (P1720). If you leave this option blank, the system uses ZJDE0001.
11. Work With Routing Master (P3003)
Use this processing option to specify the version that the system uses when
you access the Work With Routing Master program.
If you leave this option blank, the system uses version ZJDE0001.
12. Bill of Material Revisions (P3002)
Use this processing option to specify the version to be used for Bill of
Material Revisions (P3002). If you leave this option blank, the system uses
ZJDE0001.
13. Service Provider Address Book (P01012)
Use this processing option to specify the version to be used for Service
Provider Address Book (P01012). If you leave this option blank, the system
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uses ZJDE0001.
14. Knowledge Base Symptoms, Analysis,
Resolution (P17764)
Use this processing option to specify the version to be used for Knowledge
Base Symptoms (P17764). If you leave this option blank, the system uses
version ZJDE0001.
15. Installed Base Revisions (P1702)
Use this processing option to specify the version to be used for Installed
Base Revisions (P1702). If you leave this option blank, the system uses
version ZJDE0001.
16. Equipment PM Schedule (P1207)
Use this processing option to specify the version to be used for Equipment PM
Schedule (P1207). If you leave this option blank, the system uses ZJDE0001.
17. Equipment Status History (P1307)
Use this processing option to specify the version to be used for Equipment
Status History (P1307). If you leave this option blank, the system uses
version ZJDE0001.
18. Credit Check (P42050)
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Use this processing option to specify the version to be used for Credit Check
(P42050). If you leave this option blank, the system uses ZJDE0001.
19. Quick Customer/Contact Add (P01015)
Use this processing option to specify the version to be used for Quick
Customer/Contact Add (P01015). If you leave this option blank, the system uses
ZJDE0001.
20. Customer Address Book (P01012)
Use this processing option to specify the version to be used for Customer
Address Book (P01012). If you leave this option blank, the system uses
ZJDE0001.
21. Call Entry - Customer (P17501)
Use this processing option to specify the version to be used for Call Entry Customer (P17501). If you leave this option blank, the system uses version
ZJDE0001.
22. Call Entry - Caller (P17501)
Use this processing option to specify the version to be used for Call Entry Caller (P17501). If you leave this option blank, the system uses version
ZJDE0001.
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23. Equipment Search/Select (P17012S)
Use this processing option to specify the version to be used for Equipment
Search/Select (P17012S). If you leave this option blank, the system uses
version ZJDE0001.
To enter service work orders on the web using this version of Service Work
Order Revisions (P17714), you must activate the Customer Self-Service
processing option in the version of Equipment Search/Select (P17012S) that you
enter in this field.
Category Codes tab
The processing options on this tab define the values for category codes in the Service Work
Order Revisions form.
Enter default Category Code values for the following:
1. Category Code 1
Use this processing option to enter the value for Category Code 1 that the
system uses as a default. This category code indicates the current stage or
phase of development for a work order. You can assign a work order to only one
phase code at a time.
You must enter a value that has been defined in the user defined code table
(00/W1).
2. Category Code 2
Use this processing option to enter the value for Category Code 2 that the
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system uses as a default. This category code indicates the type or category of
a work order.
You must enter a value that has been defined in the user defined code table
(00/W2).
3. Category Code 3
Use this processing option to enter the value for Category Code 3 that the
system uses as a default. This category code indicates the type or category of
a work order.
You must enter a value that has been defined in the user defined code table
(00/W3).
4. Category Code 4
Use this processing option to enter the value for Category Code 4 that the
system uses as a default. This category code indicates the type or category of
a work order.
You must enter a value that has been defined in the user defined code table
(00/W4).
5. Category Code 5
Use this processing option to enter the value for Category Code 5 that the
system uses as a default. This category code indicates the type or category of
a work order.
You must enter a value that has been defined in the user defined code table
(00/W5).
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6. Category Code 6
Use this processing option to enter the value for Category Code 6 that the
system uses as a default. This category code indicates the status of a work
order.
You must enter a value that has been defined in the user defined code table
(00/W6).
7. Category Code 7
Use this processing option to enter the value for Category Code 7 that the
system uses as a default. This category code indicates the service type of a
work order.
You must enter a value that has been defined in the user defined code table
(00/W7).
8. Category Code 8
Use this processing option to enter the value for Category Code 8 that the
system uses as a default. This category code indicates the type or category of
a work order.
You must enter a value that has been defined in the user defined code table
(00/W8).
9. Category Code 9
Use this processing option to enter the value for Category Code 9 that the
system uses as a default. This category code indicates the type or category of
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a work order.
You must enter a value that has been defined in the user defined code table
(00/W9).
10. Category Code 10
Use this processing option to enter the value for Category Code 10 that the
system uses as a default. This category code indicates the type or category of
a work order.
You must enter a value that has been defined in the user defined code table
(00/W0).
Prepayment tab
These processing options control whether you can record payment information for service
work orders.
Prepayment of an work order takes place when a seller receives a form of payment from the
customer at the time of order entry. There are many types of prepayments that a customer
can use, such as cash, check, and credit card. When you make any type of prepayment, the
system records transaction information, and indicates the payment on the invoice.
Use this processing option to specify a hold code the system uses to restrict the amount of an
item or item group that a customer or customer group can purchase.
You must set up the Product Allocation preference in the Preference Master (P40070),
activate the preference through the Preference Selection (R40400), set up the hold code
information in Order Hold Information (P42090) and then activate preference profile
processing in the P4210, Versions, Preference Profile processing option. You must enter a
value that has been set up in UDC 42/HC.
1. Prepayment Processing
Blank = Bypass Prepayment Processing
1 = Activate Prepayment processing
Use this processing option to determine whether to activate Prepayment
Processing.
Valid values are:
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Blank The system does not update prepayment processing files.
1
The system updates prepayment processing files.
2. Authorization Processing
Blank = Bypass Authorization processing
1 = Process Authorization interactively
2 = Process Authorization in batch or subsystem mode, based on the version
Use this processing option to identify the method of processing.
Valid values are:
Blank The system does not process the authorization.
1
The system processes the authorization interactively.
2
The system processes the authorization in batch or subsystem mode,
based on the version.
3. Settlement Processing
Blank = Bypass Settlement processing
1 = Process Settlement interactively
2 = Process Settlement in batch or sybsystem mode, based on the version
Use this processing option to identify the settlement processing method. Valid
values are:
Blank The system does not process the settlement.
1
The system processes the settlement interactively.
2
The system processes the settlement in batch or subsystem mode,
based on the version.
4. Authorize Prepayment Transaction (R004201) version
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Use this processing option to enter the version to be used for the Authorize
Prepayment Transaction UBE (R004201). If you leave this option blank, the
system uses version XJDE0001.
5. Settle Prepayment Transaction (R004202) version
Use this processing option to enter the version to be used for the Settle
Prepayment Transaction (R004202). If you leave this option blank, the system
uses version XJDE0001.
6. Override Next Status for Authorized Transactions (future)
Use this processing option to identify the override next status code for
authorized transactions. The override status is another allowed step in the
process.
7. Override Next Status for Settled Transactions (future)
Use this processing option to identify the next status code for Settled
transactions. The override status is another allowed step in the process.
Assigning Parts to a Service Order
You can assign parts to a service order to satisfy parts requirements for repair tasks.
Depending on how you set up your system, you can indicate how and when the system
commits inventory to satisfy the parts requirements for a service order. For example, you can
use Workflow Management to direct the system to commit inventory to a service order only at
a particular service order status.
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You can assign inventory parts when you are creating a service order for an unanticipated
emergency repair. You can also assign parts for which you do not maintain an inventory
master, such as order parts for which you rarely have a need. All parts inventory information
that applies to a service order appears on Service Order Parts List.
Before You Begin
Verify that you have purchased and installed the following systems. You must have
installed these systems to be able to use parts lists for service orders:
•
System 30: Product Data Management
•
System 31: Shop Floor Management
•
System 40: Inventory Base and Order Processing
•
System 41: Inventory Management
•
System 43: Procurement
Set up substitute parts through the Inventory Cross Reference program. See Setting
Up Item Cross-References in the Inventory Management documentation for more
information about assigning inventory cross-references.
►
To copy an existing parts list
From the Daily Service Order Processing menu (G1712), choose Service Order Entry.
1. On Work with Service Orders, in the Query by Example row, complete the following
field and click Find:
•
Order Number
2. Choose the record and then choose Parts List from the Row menu.
3. On Service Order Parts List, choose Copy BOM from the Form menu.
4. On Copy Screen, click OK to copy the bill of material for the displayed item and
branch/plant to the service order parts list.
5. On Service Order Parts List, make any necessary changes to the parts list and click
OK.
►
To manually assign a parts list
From the Daily Service Order Processing menu (G1712), choose Service Order Entry.
1. On Work with Service Orders, locate the service order to which you want to attach a
parts list.
2. Choose the record and then choose Parts List from the Row menu.
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3. On Service Order Parts List, choose the applicable component to attach to the
service order and click OK.
4. To override the billing adjustment schedule, complete the following field:
•
Bill Adj. Schedule
The system retrieves the value for this field from the extension table to the address
book that contains CSMS-Address Book Information table (F1797).
5. To determine if the customer is entitled, review the following field:
•
Entitlement Check
A value of 1 indicates that the customer is entitled.
The system retrieves the value for the Entitlement Check field from the Service Order
Master Extension table (F4817).
6. To review coverage information for entitled customers, review the following fields:
•
Coverage Group
•
Percentage Covered
7. To override the cost type of the part, complete the following field:
•
Cost Type
The system retrieves the value for this field from the Item Branch Master - Customer
Service Extension table (F41171).
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8. To override whether or not the account is billable, complete the following field:
•
Billable Y/N
If a service order has a flat rate, the parts are not billable.
9. If you are pricing using the Advanced Pricing system, review the following field, and
override if necessary:
•
Estimated Billable Unit
Based on the value in the Estimated Billable Unit field, the system calculates the
Estimated Billable Amount.
10. To override the service provider payment information, complete the following fields:
•
Pay Adj. Schedule
•
Pay Method Pricing
The system retrieves the value for these fields from the address book record in the
Address Book CSMS Extension table (F1797).
Processing Options for the Work Order Parts List program (R3111)
MFG Edits
1. Allow attaching Parts List at prior revision levels
2. Enter the Cross-Reference Code for retrieving item replacements for obsolete items
3. Enter a '1' to allow selection of components for inclusion on the parts list when performing a Copy. If
left blank, all components will be included on the parts list.
Process MFG
1. Enter a '1' to create Routings when creating Parts List
2. Enter the substitute processing method.
'1' - Use substitutes for shortages. (Commitment processing will be used if '1' is selected.)
'2' - Display the Substitute Availability Window when substitute quantity can cover the shortage.
If left blank, substitute processing will not be done.
3. Enter a '1' to bypass commitment processing. If left blank, commitments will be processed per
Commitment Control in Manufacturing Constants (F3009).
4. Enter a '1' to copy the component's generic text to the work order parts list.
Warehousing
1. Enter the request processing mode:
' ' = No pick request
'1' = Generate request only
'2' = Generate request and process using subsystem
2. If processing pick requests through the subsystem, enter the version of Location Selection to use. If
blank, XJDE0007 is used. (R46171)
3. Enter the default staging location for moving goods out of the warehouse. The parts picked from the
warehouse are staged at this location prior to use within manufacturing.
4. Enter a '1' if the default staging location should be checked for availability. If the part is available at the
staging location a request will NOT be generated. This option only applies to parts without work center
locations.
Versions
Enter the version of the following applications. If left blank, the version in parenthesis will be used.
1. Work Order Routings - P3112 (ZJDE0001)
2. Work Order Inventory Issues - P31113 (ZJDE0001)
EM Edits
1. Enter a '1' to require the entry of the Required Date. Leave blank to allow a blank required date.
Purchase Order Information
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2. Enter a '1' to allow Purchase Orders to be created.
3. Enter the Parts List Status Code to signify that a Purchase Order has been created.
4. Enter a '1' to consolidate all messages onto one Purchase Order by vendor.
EM Versions
Enter the version of the following applications. If left blank, the version in parenthesis will be used.
1. Supplier Master - P01054 (ZJDE0001)
2. Open Order Inquiry - P430301 (ZJDE0006)
3. Supply and Demand Inquiry - P4021 (ZJDE0003)
4. Item Availability by Time - P3413 (ZJDE0002)
5. Purchase Order Entry - P4310 (ZJDE0001)
Export
1. Enter the Transaction Type for the export transaction. If left blank, export processing will not be
performed.
2. Enter a '1' to write the before image for a change transaction. If left blank, the before image will not be
written .
Exchanging a Piece of Equipment
When a customer needs to return a piece of equipment because it is faulty or for any other
reason, you can record the replacement piece that you are shipping on the service order.
This is considered an advanced exchange when you ship a replacement piece of equipment
before you receive the item being returned by the customer.
You can access the Installed Base Change Out form from the service order header. The
system retrieves the serial number from the service order and enters it as the default value
for the incoming product for repair.
►
To exchange a piece of equipment
From the Daily Service Order Processing menu (G1712), choose Service Order Entry.
1. On Work with Service Orders, locate and choose the service order and click Select.
2. On Service Work Order Revisions, choose Installed Base from the Form menu, and
then choose Changeout.
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3. On Installed Base Change Out, complete the following field to override the
transaction date and time:
•
Effective Date/Time
The system enters the current system date and time as the default.
4. Complete the information for incoming and outgoing product, and click OK.
The system confirms the exchange by displaying a message that the exchange was
successful.
5. Click OK.
The outgoing product inherits whatever contracts were associated to the incoming
product and updates the Installed Base record.
Attaching Service Instructions
You can specify which work center is responsible for each task on a service order. You can
specify the sequence of operations for each task, as well as the labor rates and the number
of hours necessary to complete each task.
You can assign labor routing instructions to a service order using the following methods:
•
Copy labor routing information from standard instructions
•
Manually assign labor routing instructions
When you know the labor requirements for a particular task in advance, you can set up
standard routing instructions for the task. You can copy from the instructions when you need
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to assign labor routings for similar tasks. You can manually assign labor routing instructions
for any task for which you have not set up standard routing instructions.
Before You Begin
Verify that you have purchased and installed the following systems. You must have
installed these systems to be able to use routings for service orders:
•
System 30: Product Data Management
•
System 31: Shop Floor Management
•
System 40: Inventory Base and Order Processing
•
System 41: Inventory Management
•
System 43: Procurement
Verify that the following fields on the Service Work Order Revisions form are
complete:
►
•
Standard Procedure
•
Start Date
To copy labor routing information from standard instructions
From the Daily Service Order Processing menu (G1712), choose Service Order Entry.
After you have created a work order, you can copy labor routing information from standard
instructions. Labor routing information establishes the responsible work center for each task
on a work order, as well as the sequence of operations for the tasks.
1. On Work with Service Orders, in the Query by Example row, complete the following
field and click Find:
•
Order Number
2. Choose the record and choose Instructions from the Row menu.
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3. On Work Order Routing, choose Copy by Item from the Form menu.
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4. On Copy by Item, click OK to copy the standard instructions for the displayed item
and branch/plant to the work order routing.
You can accept the values on the Copy by Item form or enter different values. The
system completes the Work Order Routing form with values from the standard
instructions.
5. On Work Order Routing, make any additional changes and click OK.
►
To manually assign labor routing instructions
From the Daily Service Order Processing menu (G1712), choose Service Order Entry.
After you have created a work order, you can manually assign labor routing instructions for
any maintenance task for which you have not set up standard routing instructions.
1. On Work with Service Orders, in the Query by Example row, complete the following
field and click Find:
•
Order Number
2. Choose the record and choose Instructions from the Row menu.
3. On Work Order Routing, complete the following fields:
•
Work Center
The system retrieves the value for the Work Center field from the service
provider address book record, if available.
•
Operation Sequence
•
Operation Description
•
Labor Run Hours
•
Capacity UOM
Capacity unit of measure is required if you use Advanced Pricing.
The system retrieves the value for the Customer field from the Service Order Master
table (F4801).
4. To determine if the customer is entitled, review the following field:
•
Entitlement Check
A value of 1 indicates that the customer is entitled.
The system retrieves the value for the Entitlement Check field from the Service Order
Master table (F4801).
5. To review coverage information for entitled customers, review the following fields:
•
Coverage Group
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•
Percentage Covered
6. To override the cost type of the labor, complete the following field:
•
Cost Type
7. To override whether or not the account is billable, complete the following field:
•
Billable Y/N
8. To override the labor costs associated with the order, complete the following field:
•
Estimated Billable Rate
9. Complete the following optional fields:
•
Operation Status
•
Rate
•
Estimated Start Time
•
Request Date
•
Overlap Percent
•
Crew Size
•
Instruction Number
10. To override payable information, complete the following fields and click OK:
•
Payable Y/N
•
Pay Method of Pricing
•
Pay Adjustment Schedule
•
Estimated Payable Rate
•
Estimated Payable Amount
•
Actual Payable Rate
•
Actual Payable Amount
•
Date Paid
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11. On Work Order Routing, choose the applicable instructions to attach to the service
order and click OK.
Processing Options for Work Order Routing (P3112)
Process
1. Create Parts List
Blank = No Parts List.
1 = Parts List.
2. Operation's Generic Text
Blank = Does not copy to the work order routing.
1 = Copies to the work order routing.
3. Queue and Move Hours
Blank = Do not default Queue and Move Hours from Work Center.
1 = Always Default Queue and Move Hours from Work Center.
2 = Default Queue and Move Hours from Work Center only for manual entry.
Export
1. Transaction Type
Enter the Transaction Type for the export transaction.
Blank = Export processing will not be performed.
Versions
1. Capacity Load program (P3313)
Blank = ZJDE0003
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Updating the Life Cycle Information of a Service Order
The life cycle of a service order includes the steps, or statuses, through which a service order
must pass in order to accurately communicate the progress of the service tasks that the
service order represents. For example, the life cycle of a service order can include statuses
that indicate:
•
Service order entered
•
Service order pending review
•
Waiting for parts
•
Work in progress
When you have completed all of the tasks requested on a service order, you can change the
service order status to complete. When you change the status of a service order to complete,
the system issues a warning message to alert you to any open purchase orders associated
with the service order. You can close a service order to prevent transactions from being
entered against it.
Topics
Changing the status of a service order
Closing a service order
►
To change the status of a service order
From the Daily Service Order Processing menu (G1712), choose Service Order Entry.
After you create a service order, you can revise its status to indicate the progress of the tasks
indicated on the order.
1. On Work with Service Orders, complete the steps for locating a service order, choose
a service order, and click Select.
2. On Service Work Order Revisions, click the Status/Assignments tab.
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3. Complete the following field:
•
Current Status
4. Complete the following fields and click OK:
•
Estimated Start Date/Time
Enter an estimated start date/time when you enter status information.
•
►
Status Comment
To close a service order
From the Daily Service Order Processing menu (G1712), choose Service Order Entry.
You can close a service order to prevent transactions from being entered against it.
1. On Work with Service Orders, complete the steps for locating a service order, choose
a service order, and then click Select.
2. On Service Work Order Revisions, click the Status/Assignments tab.
3. Complete the following fields:
•
Actual End Date/Time
•
Percent Complete
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4. To prevent transactions from being entered, enter a value other than blank in the
following field and click OK:
•
Subledger Inactive Code
Reviewing the Status History of a Service Order
You can review a history of the statuses that you have assigned to a service order, such as
new order, parts list attached, and in progress. This is especially useful when you need to
determine how long a service order has been at various statuses in the service order life
cycle. When you review the status history of a service order, you can also review:
•
Remarks entered when you changed the service order status
•
The beginning and ending dates and times of each status change
•
The hours associated with each occurrence of a particular status
Processing options for Work With Status History allow you to revise existing remarks for any
status change, enter a new remark, or protect the remarks field from future revisions.
►
To review the status history of a service order
From the Daily Service Order Processing menu (G1712), choose Service Order Status
History.
On Work With Status History, complete the following field and click Find:
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•
W.O. Number
A history of each status assigned to the service order, from its creation to the
present, appears.
Processing Options for Status History (P1307)
Process
1. Enter a '1' to protect the Remarks field. Enter a '2' to protect the Remarks field if it is not blank. Leave
blank to allow modifications to the Remarks field.
Protect Remarks
2. Enter the Work Day Calendar to use for the calculation of the number of days for Equipment Analysis.
Work Day Calendar
3. Enter the primary product for this version. Enter a '1' for Equipment and '2' for CSMS.
Select Product
Reviewing Service Order Parts Lists
Review service order parts lists to view the most current information about the parts
requirements of your service orders. Use Parts List Inquiry to review information for individual
service orders or a group of related service orders. You can review the following:
►
•
Parts requirements based on service order status
•
Parts requirements based on the start date
•
Parts with a negative availability
To review service order parts lists
From the Daily Service Order Processing menu (G1712), choose Parts List Inquiry.
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1. On Work With Work Order Parts List, complete the following field:
•
WO Number
You can search for parts information based on a service order number or on a
combination of fields on the Additional Selection Criteria form, but not on both.
2. From the Form menu, choose Added Selection.
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3. On Additional Selection Criteria, complete any combination of the following fields to
search for parts associated with multiple service orders:
•
Address Number
•
Business Unit
•
Asset Number
•
WO Start Date
•
From Status
•
Thru Status
4. Complete any of the optional category code fields to further limit your search to
specific service orders and click Close.
5. On Work With Work Order Parts List, complete the following fields and click Find:
•
Requirements
•
Availability
6. To determine which service orders are creating a demand for a part, choose a
record, and then choose Supp/Dem Inquiry from the Row menu.
The system displays Work With Supply and Demand, from which you can review the
associated service orders.
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Processing Options for Work Order Parts List Inquiry (P3121)
Versions
If blank, version 'ZJDE0001' will be used.
1. Purchase Order Inquiry Version
2. Supply/Demand Version
Reviewing Costs by Parent Service Order
You can quickly review all service order costs associated with a parent service order. Use
Work with Cost by Parent Work Order to review the total amounts and hours at the parent
service order level, with individual service orders summarized as follows:
•
Estimated amount or hours
•
Actual amount or hours
•
Variance between estimated and actual
You review costs by amounts or hours. After you review a summary of costs for the parent
service order, you can review detailed costs for each service order in the project.
►
To review costs by parent service order
From the Daily Service Order Processing menu (G1712), choose Parent Service Order
Inquiry.
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1. On Work With Cost by Parent Order, complete the following field and click Find:
•
Order Number
2. To review costs for a particular service order, choose the record, and then choose
WO Cost Detail from the Row menu.
3. On Work With Work Order Cost, to limit the transactions that the system displays,
complete the following fields and click Find:
•
From
•
Thru
•
Ledger Type
See Also
Reviewing Work Order Transactions in the Enterprise Asset Management
documentation
Printing Service Orders
Print service orders when you need a hard copy of a service order.
If you want to print multiple service orders, instead of using the following procedure,
choose Service Order Print from the Daily Service Order Processing menu (G1712).
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►
To print service orders
From the Daily Service Order Processing menu (G1712), choose Service Order Entry.
1. On Work with Service Orders, locate the service order that you want to print.
2. Choose the service order and choose Print WO from the Row menu.
You can view the service order online or print the service order.
See Also
Service Order Print (R17714) in the Reports documentation for a sample of this
report
Creating Service Order Prepayment Transactions
To track your customer's payments that are made up-front, you can use prepayment
processing. Customers can prepay by using cash, check, or credit card. If payment has
already been made for service, the invoice reflects that the service order has been prepaid. If
prepayments are being used with the service order, the full amount of the service order must
be prepaid.
Before You Begin
Define the processing options for the Service Order Revisions form to process
prepayment transactions.
►
To create service order prepayment transactions
From the Daily Service Order Processing menu (G1712), choose Service Order Entry.
1. On Work with Service Orders, locate, choose and then select the service order that is
being prepaid.
2. On Service Work Order Revisions, click the Accounting tab.
3. Complete the following fields and click OK:
•
Payment Instrument
•
Prepayment Amount
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See Also
Working with Prepayments
Processing Service Orders
After you have created service orders and made any necessary revisions, you can issue
inventory to service orders and post inventory to the general ledger.
Topics
Issuing inventory to service orders
Reviewing and approving inventory journal entries
Posting inventory to the general ledger
Entering time
Working with hours and quantities
Issuing Inventory to Service Orders
You can use the Inventory Issue Revisions form to issue material associated with a service
order. You can also change the commitments that the system recorded. When you change
commitments, the system displays an error message if the quantities do not equal the total
quantity required. The system also adjusts the available balance for any location for which
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you changed the quantity committed. The system creates journal entries. The total cost of
each part can be split into separate journal entries, based on the percentage of the part
covered under a contract.
To reverse an issue transaction, enter the item quantity as a negative number. The system
decreases the amount in the Quantity Issued field.
Topics
Issuing material from a single location
Issuing material from multiple locations
Before You Begin
Ensure that the document type on your service order is set to 1 in the Service Order
field on the Document Type Maintenance table.
Set up service order document types in the Document Type Maintenance program
(P40040) from the Service Order Setup menu (G1742).
Ensure that you have set up Inventory AAIs to track inventory cost. See Setting Up
AAIs for Service Orders for more information.
►
To issue material from a single location
From the Daily Service Order Processing menu (G1712), choose Service Order Inventory
Issues.
1. On Work With Work Order Inventory Issue, complete the following field and click
Find:
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•
Skip to Order Number
2. Choose an item and click Select.
3. On Inventory Issue Revisions, review or revise the following fields:
•
Issue Material for
•
Issue to
•
Mt St
•
Qty Ordered
•
UM
•
Location
•
Lot/Serial
4. Click OK.
►
To issue material from multiple locations
From the Daily Service Order Processing menu (G1712), choose Service Order Inventory
Issues.
This task is only necessary to issue material from locations that are different than what is
listed on the Inventory Issues form.
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1. On Work With Work Order Inventory Issue, complete the following field and click
Find:
•
Skip to Order Number
2. Choose an item and click Select.
3. On Inventory Issue Revisions, complete the following field:
•
Issues
4. Choose an item and choose Multi-location from the Row menu.
5. On Select Multiple Locations, review the following default information:
•
Quantity
•
Location
•
Lot / Serial
•
Branch/Plant
Processing Options for Work Order Inventory Issues (P31113)
Edits
1. Document Type
2. Work Order Status Code
3. Material Status Code
4. Work Order Status Code Limit
5. Negative Quantity on Hand
6. Item Sales History
7. Lot Hold Codes
a. Lot Hold Code #1
b. Lot Hold Code #2
c. Lot Hold Code #3
d. Lot Hold Code #4
e. Lot Hold Code #5
8. Unplanned Issues
9. Purchase Order Document Type
10. Receipt Routing Route Type
(FUTURE)
11. Route Type
(FUTURE)
Display
1. Issue Type Code
2. Operation Sequence
3. Requested Date
4. Lot Number
5. Issue Material For
6. Apply Shrink to Issue Quantity
1 = Apply
Blank = Do not apply
7. Apply Yield to Issue Quantity
1 = Apply
Blank = Do not apply
Versions
1. Shortage Maintenance (P3118)
2. Open Purchase Orders (P3160W)
3. PO Receipts (P4312)
4. Movement and Disposition (P43250)
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Equipment Mgt
1. Equipment/Plant Management
2. Work Order Number
Interop
1. Transaction Type
What You Should Know About Processing Options
Equipment Management tab
For CSMS, enter 1 for equipment issue entries.
Reviewing and Approving Inventory Journal Entries
From the Daily Service Order Processing menu (G1712), choose G/L Journal Review.
You can review information at different levels before posting journal entries. You can:
•
Review a list of journal entry batches
•
Revise journal entry detail
When you review journal entries for posting, you can display a list of batches based on the
batch type, number, date, status, or your user ID. For example, you might want to review all
batches with a posting status of pending. If the batch review security feature is activated, the
system lists only the batches that you are authorized to review and approve.
After you review a list of batches, you can access transaction detail within a specific batch of
journal entries. For example, you can review the number of journal entries within a batch. You
can also select a specific journal entry for review.
The G/L Journal Review program displays and updates information in the Batch Control
Records (F0011) and Account Ledger (F0911) tables.
After you enter and review a batch of journal entries, you might need to approve it before
posting can occur. Based on your company requirements as defined by the general
accounting constants, the system assigns either a pending or an approved status to the
batch.
See Also
Reviewing Journal Entries in the General Accounting documentation for steps to
review, revise, and approve journal entries
Posting Inventory to the General Ledger
From the Daily Service Order Processing menu (G1712), choose Post Inventory to G/L.
After you enter, review, and approve inventory journal entries, post them to the general
ledger. You can use various methods to post journal entries. For information about these
methods and instructions on posting journal entries, see Posting Journal Entries in the
General Accounting Guide.
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Before You Begin
Verify that the batch has an approved status.
Ensure that all post menu selections are routed to the same job queue and that the
job queue allows only one job to process at a time.
See Also
Understanding the Post Process for Journal Entries in the General Accounting
documentation
Processing Options for General Ledger Post Report (R09801)
Print
1) Enter which Account Number to print on the report. '1' = Structured Account; '2' = Short Account
ID; '3' = Unstructured Account; ' ' = Default Account Format.
Account Format
Versions
1) Enter a version of the Detailed Currency Restatement (R11411) to execute. If left blank, Detailed
Currency Restatement entries will not be created. (i.e. ZJDE0001)
Detailed Currency Restatement Version
2) Enter a version of the Fixed Asset Post (R12800) to execute. If left blank, Fixed Asset Post will not be
executed. (i.e. ZJDE0001)
Fixed Asset Post Version
3) Enter a version of the 52 Period Post (R098011) to execute. If left blank, 52 Period Post will not be
executed. (i.e. ZJDE0001)
52 Period Post Version
Edits
1) Enter a '1' if you wish to update Account ID, Company, Fiscal Year, Period Number, Century, and
Fiscal Quarter in records being posted, prior to editing and posting the records.
Update Transaction
Taxes
1) Enter when to update the Tax File (F0018). '1' = V.A.T. or Use Tax only; '2' = for all Tax Amounts;
'3' = for all Tax Explanation Codes; ' ' = no update to Tax File (Default).
Update Tax File
2) Adjust V.A.T. Account for Discount Taken. The Tax Rules file must be set to Calculate Tax on Gross
Amount, including Discount and Calculate Discount on Gross Amount, including Tax. Tax explanation
must be a 'V'.
'1' = Update VAT only; '2' = Update VAT, Ext. Price and Taxable. (for discounts taken)
3) Adjust V.A.T Account for Receipt Adjustments and Write Offs. Tax explanation must be a 'V'.
'1' = Update VAT only; '2' = Update VAT, Ext. Price and Taxable. (for receipt adjustments and write offs)
Process
1) Enter a '1' if you wish to explode parent item time down to the assembly component level. Component
billing rates will be used. (This applies to batch type 'T' only.)
Explode parent item time.
Cash Basis
1) Enter a '1' to create and post Cash Basis accounting entries. (Applies to batch types G, K, M, W, RB
only.)
***Obsolete***
2) Enter units ledger type for Cash Basis Accounting entries. (Default of blank will use "ZU" ledger type.)
Units Ledger Type
3) Enter a version of "Create Cash Basis Entries" (R11C850) to execute. (Default of blank will use
version ZJDE0001.)
***Obsolete***
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Entering Time
Use the Service Order Time Entry program to charge hours and quantities to a service order.
You can use the processing options to display the information in order number format or
employee number format. Use these formats to record time and quantities for employees
against service order routing steps, or service order routing steps against employees.
Note the following important information about entering hours and quantities:
►
•
Enter the quantity completed only once for each operation sequence number.
Entering the quantity for each type of hours causes a variance amount.
•
Enter hours using beginning and ending times for each entry or enter the actual
hours up to two decimal places.
•
Reverse completed or scrapped quantities that you have entered by entering the
quantity as a negative value.
To enter time
From the Daily Service Order Processing menu (G1712), choose Service Order Time
Entry.
1. On Work With Work Order Time Entry, complete the following fields and click Find:
•
Work Date
•
Employee Number
2. To enter hours and quantities, click Add.
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3. On Time Entry Revisions, complete the following optional fields and click OK:
•
Oper #
•
Ty Hrs
•
Hours
•
Quantity
•
UM
•
St
Processing Options for Work Order Time Entry (P311221)
Display
1. Enter a '1', for the screen to be displayed in Order Number format. If left blank, the screen will be
displayed in Employee format.
Defaults
1. Enter the Document Type associated with Shop Floor Activity.
Edits
1. Enter the Status Code beyond which Shop Floor Activity cannot be entered.
2. Enter a '1' to verify that, for a given operation, the total of the quantity completed plus scrapped does
not exceed the 'Quantity At Operation'. If left blank, the verification is not performed.
3. Enter a '1' to block employee rate being written to screen. Leave blank to show employee rates.
Versions
Enter the version for each application. If left blank, ZJDE0001 will be used.
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1. Test Results Revisions (P3711)
2. Manufacturing Scheduling Workbench (P31225)
3. Production Status (P31226)
4. Hours and Quantities Update (R31422) (Default - XJDE0001)
Working with Hours and Quantities
Topics
After you enter time, complete the following processes:
Updating hours and quantities
Reviewing and approving cost routing journal entries
Posting cost routing journal entries to the general ledger
Before You Begin
Ensure that the document type on your service order is set to 1 in the Service Order
field on the Document Type Maintenance table.
Set up AAIs to cost routings. See Setting Up AAIs for Service Orders for more
information.
Updating Hours and Quantities
From the Daily Service Order Processing menu (G1712), choose Hours and Quantities
Proof.
From the Daily Service Order Processing menu (G1712), choose Hours and Quantities
Update.
To process the hours and quantities that you have entered and to create journal entries for
the costs, you must run the Hours and Quantities Update batch program. This program
updates the Work Order Routing table (F3112) and creates journal entries. The Total cost of
each routing will be split into separate journal entries based on the percentage of the routing
covered under a contract. After you run this program, you cannot make changes.
You can run the Hours and Quantities Proof program (R31322) before running Hours and
Quantities Update (R31422) to review and correct any errors.
Note
In the processing options of the Hours and Quantities Update program, you must activate the
CSMS processing option 1, Create CSMS Journal Entries, for the system to create journal
entries.
Processing Options for W.O. Hours and Quantity Update (R31422)
Interop
1. Transaction Type
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A specific transaction type
Blank = No outbound transaction processing
2. Outbound Subsystem UBE
1 = The UBE will be called
Blank = The UBE will not be called
CSMS
1. CSMS Journal Entries
1 = Create CSMS journal entries
Blank = Do not create CSMS journal entries
2. Flex Accounting
1= Use flex accounting
Blank = Do not use flex accounting
3. General Ledger Date
A specific date
Blank = Use today's date
4. Subledger
1 = Default order number
Blank = Do not default order number
5. Document Type
A specific document type
Blank = Default 'IH'
Reviewing and Approving Cost Routing Journal Entries
From the Daily Service Order Processing menu (G1712), choose G/L Journal Review.
You can review information at different levels before posting journal entries. You can:
•
Review a list of journal entry batches
•
Revise journal entry detail
When you review journal entries for posting, you can display a list of batches based on the
batch type, number, date, status, or your user ID. For example, you might want to review all
batches with a posting status of pending. If the batch review security feature is activated, the
system lists only the batches that you are authorized to review and approve.
After you review a list of batches, you can access transaction detail within a specific batch of
journal entries. For example, you can review the number of journal entries within a batch. You
can also select a specific journal entry for review. The General Journal Review program
updates and displays information in the Batch Control (F0011) and the Account Ledger
(F0911) tables.
After you enter and review a batch of journal entries, you might need to approve it before
posting can occur. Based on your company requirements as defined by the general
accounting constants, the system assigns either a pending or an approved status to the
batch.
Before You Begin
Change the value in the Batch Type field to 0 (zero).
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See Also
Reviewing Journal Entries in the General Accounting documentation for steps to
review, revise, and approve journal entries
Posting Cost Routing Journal Entries to the General Ledger
From the Daily Service Order Processing menu (G1712), choose Post Inventory to G/L.
After you enter, review, and approve cost routing journal entries (batch type equal to zero),
post them to the general ledger. You can use various methods to post journal entries.
Before You Begin
Verify that the batch has an approved status.
Ensure that all posting menu selections are routed to the same job queue and that
the job queue allows only one job to process at a time.
See Also
Understanding the Post Process for Journal Entries in the General Accounting
documentation
For information about these methods and instructions on posting journal entries, see
Posting Journal Entries in the General Accounting documentation
Processing Options for General Ledger Post Report (R09801)
Print
1) Enter which Account Number to print on the report. '1' = Structured Account; '2' = Short Account
ID; '3' = Unstructured Account; ' ' = Default Account Format.
Account Format
Versions
1) Enter a version of the Detailed Currency Restatement (R11411) to execute. If left blank, Detailed
Currency Restatement entries will not be created. (i.e. ZJDE0001)
Detailed Currency Restatement Version
2) Enter a version of the Fixed Asset Post (R12800) to execute. If left blank, Fixed Asset Post will not be
executed. (i.e. ZJDE0001)
Fixed Asset Post Version
3) Enter a version of the 52 Period Post (R098011) to execute. If left blank, 52 Period Post will not be
executed. (i.e. ZJDE0001)
52 Period Post Version
Edits
1) Enter a '1' if you wish to update Account ID, Company, Fiscal Year, Period Number, Century, and
Fiscal Quarter in records being posted, prior to editing and posting the records.
Update Transaction
Taxes
1) Enter when to update the Tax File (F0018). '1' = V.A.T. or Use Tax only; '2' = for all Tax Amounts;
'3' = for all Tax Explanation Codes; ' ' = no update to Tax File (Default).
Update Tax File
2) Adjust V.A.T. Account for Discount Taken. The Tax Rules file must be set to Calculate Tax on Gross
Amount, including Discount and Calculate Discount on Gross Amount, including Tax. Tax explanation
must be a 'V'.
'1' = Update VAT only; '2' = Update VAT, Ext. Price and Taxable. (for discounts taken)
3) Adjust V.A.T Account for Receipt Adjustments and Write Offs. Tax explanation must be a 'V'.
'1' = Update VAT only; '2' = Update VAT, Ext. Price and Taxable. (for receipt adjustments and write offs)
Process
1) Enter a '1' if you wish to explode parent item time down to the assembly component level. Component
billing rates will be used. (This applies to batch type 'T' only.)
Explode parent item time.
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Cash Basis
1) Enter a '1' to create and post Cash Basis accounting entries. (Applies to batch types G, K, M, W, RB
only.)
***Obsolete***
2) Enter units ledger type for Cash Basis Accounting entries. (Default of blank will use "ZU" ledger type.)
Units Ledger Type
3) Enter a version of "Create Cash Basis Entries" (R11C850) to execute. (Default of blank will use
version ZJDE0001.)
***Obsolete***
Billing and Paying Service Orders
The typical billing and payment process includes accumulating service orders to bill and pay,
creating and printing invoices, and recording journal entries for income and receivables.
Invoices are based on billable service orders and the first step in the billing process is to
accumulate the billable service orders. Vouchers are based on payable service orders, and
the first step in the payment process is to accumulate payable orders.
When you run Service Order Workfile Generation, the system gathers the service orders
eligible for billing and payment from the Work Order Parts List (F3111), the Parts List
Extension table (F31171), the Work Order Routing table (F3112) and the Routing Instructions
Extension table (F31172) and then creates Service Billing Workfile records (F4812).
For multi-currency environments, the system retrieves currency information from the following
sources:
When billing for a part or
routing
Domestic: Currency code of the company to which the Service Order
Business Unit belongs.
Foreign: Currency code of the customer within the Customer Master.
When paying for a part or
routing
Domestic: Currency code of the company to which the Service Order
Business Unit belongs.
Foreign: Currency code of the service provider within the Supplier Master.
Topics
Setting up AAIs for service orders
Understanding service order billing for CSMS
Generating the Service Order Workfile
See Also
Billing for CSMS for related tasks
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Setting Up AAIs for Service Orders
You must create AAIs for each unique combination of company, document type, and G/L
class (G/L offset account) and cost type that you want to use. Each AAI is associated with a
specific G/L account that consists of a business unit, an object, and optionally, a subsidiary.
When you set up AAIs for CSMS, the system uses distribution AAIs for service order billing
and paying. Service order-related distribution AAIs consist of the following:
•
1742, Service Orders (Billing)
•
1782, Service Order Claims (Paying)
Based on the four key fields, Company, Document Type, G/L Class Code, and Cost Type,
the system retrieves the G/L Account to use when creating an entry in the Service Billing
Detail Entry (P4812).
Based On:
Create Journal Entries using:
Company
Doc Type
G/L Code
Cost Type
Branch/Plant
Obj. Acct
Subsidiary
The system retrieves the document type, company, G/L class codes, and cost type from the
service order.
If **** is entering in the Distribution AAIs for the G/L class code, then the system ignores the
G/L class code and uses on the company, document type and cost type.
If the business unit for the AAI is blank, the system locates the responsible business unit
based on the value specified in the field, Responsible Business Unit, located on the Service
Orders tab in the CSMS Constants.
Understanding Service Order Billing in CSMS
The typical billing process includes accumulating service orders to bill, creating and printing
invoices, and recording journal entries for income and receivables.
The typical payment process includes accumulating service orders to payment, creating and
printing invoices, and recording journal entries for income and receivables.
When you perform service order billing, you create accounts receivable entries for customers
whom you invoice. You also create accounts payable entries for service providers that you
pay. Based on a processing option in Service Order Workfile Generation program (R1775),
you can choose to gather billable and payable records at the same time, or do one process
before the other.
Topics
Understanding service order billing and paying in CSMS summarizes the following service
order billing processes:
•
Customer Invoice Processing
•
Service Provider Voucher Processing
Customer Invoice Processing
When you generate the service order workfile using the CSMS Service Order Workfile
Generation (R1775), the system gathers the orders that are eligible for billing from the Work
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Order Master table (F4801), the Service Order Extension (F4817), the Work Order Parts List
(F3111), the Parts List Extension table (F31171), the Work Order Routing table (F3112) and
the Routing Instructions Extension table (F31172), and creates the Service Billing Workfile
records (F4812).
After you generate the service order workfile, you must continue the standard billing process,
which includes:
•
Generate the invoice workfile using the Invoice Processing Program (P48121)
•
Printing invoices (R48504)
•
Generating the Invoice Journal using the Invoice Journal Generation program
(R48131)
•
Creating A/R and G/L entries using the Create A/R Entries program (R48199)
•
Posting the A/R and G/L entries using the standard Post Invoices to the G/L program
(R09801)
Run the Invoice Processing program to group workfile transactions and assign invoice
numbers. When you run the Invoice Generation program, the system summarizes one or
more workfile transactions into pay item records. Pay items are the billing lines that make up
the total amount of a specific invoice. The system stores pay item information in the Invoice
Summary Workfile (F4822) and updates the workfile transaction records with the new invoice
information and the sequence and summarization key information.
After you run the Invoice Processing Program, you can print invoices for your customers for
services provided to them.
To complete the billing process, you must create A/R and G/L entries. You first create
preliminary A/R and G/L entries using the Invoice Journal Generation program (R48131).
When the system creates preliminary A/R and G/L entries, you can review the resulting
reports, the Billing Journal Register and the Invoice Journal Generation Report, to determine
whether the entries were generated with errors.
After you ensure that there are no errors within the batch, you can create the final A/R
entries, using Create A/R Entries (R48199), and then post invoices to the general ledger.
See Billing for CSMS for detailed information and tasks about billing customers for service
orders in the Customer Service Management system.
Service Provider Voucher Processing
When you generate the service order workfile using CSMS Service Order Workfile
Generation program (R1775), the system gathers the orders that are eligible for payables and
creates records in the Service Billing Workfile (F4812).
After you generate the service order workfile, you must continue the standard voucher
process, which includes:
•
Generate the voucher workfile using the Voucher Generation Program (P48122)
•
Print vouchers
•
Generating the Voucher Journal using the Voucher Journal Generation program
(R48131)
•
Creating A/P and G/L entries using the Create A/P Entries program (R48197)
•
Posting the A/P and G/L entries using the standard Post Invoices to the G/L program
(R09801)
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Run the Voucher Generation program to group workfile transactions and assign voucher
numbers. The system stores pay item information in the Voucher Summary Workfile (F4823)
and updates the workfile transaction records with the new voucher information and the
sequence and summarization key information.
To complete the billing process, you must create A/P and G/L entries. You first create
preliminary A/P and G/L entries using the Voucher Journal Generation program (R48131).
When the system creates preliminary A/R and G/L entries, you can review the resulting
reports, the Journal Edit Register and the Journal Audit Report, to determine whether the
entries were generated with errors.
After you ensure that there are no errors within the batch, you can create the final A/P
entries, using Create A/P Entries (R48197) and then post invoices to the the general ledger,
using the standard Post program (R09801).
See Voucher Processing for CSMS for detailed information and tasks about generating
vouchers for service orders in the Customer Service Management system.
Generating the Service Order Workfile
Generating the service order workfile allows you to do the following:
•
Bill customers for services that you provided to them
•
Pay service providers for services that they provided to your company
The system retrieves the billing information from the parts and routing detail lines.
The following tables are accessed when you generate the Service Order Workfile:
Work Order Master (F4801)
Contains general service order information
Service Order Extension (F4817)
Contains CSMS-specific information about the service order
Work Order Parts List (F3111)
Contains general parts list information
Parts List - Extension (F31171)
Contains CSMS-specific information about the parts list
Work Order Routing (3112)
Contains general routing and instruction information
Routing Instructions - Extension
(F31172)
Contains CSMS-specific information about routing and
instruction
Generating the Service Order Workfile, creates or updates the following tables:
Billing Details
Workfile (F4812)
When you run the Service Order Workfile Generation program in final mode, the system
creates F4812 records for each detail line within the Work Order Parts List (F3111) and
Work Order Routing (F3112). When you create payable records to pay a service
provider, the system creates a record within the Billing Details Workfile for the Covered
Expense and a separate record for the Non-Covered Expense.
Parts List Extension
(F31171)
Based on the processing involved, it is possible for the system to update the following:
•
Date Billed
•
Date Paid
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Routing
Instructions Extension
(F31172)
•
Actual Billable Unit
•
Actual Payable Unit
•
Actual Billable Amount
•
Actual Payable Amount
Based on the processing involved, it is possible for the system to update the following:
•
Date Billed
•
Date Paid
•
Actual Billable Rate
•
Actual Payable Rate
•
Actual Billable Amount
•
Actual Payable Amount
Processing Options for CSMS Service Order Workfile Generation (P1775)
Process
1. Enter a '1' to run in Final mode. Final mode will update all records. If left blank, no records will be
updated except in the following situation: If processing options were set to calculate the Actual Billable
Amount or Actual Payable Amount in the Parts List or the Routing Instructions then those records will be
updated with the calculated amount but no billable or payable records will be created.
2. Enter a '1' to write errors to report. If left blank, errors will be written to the Work Center.
3. Bill Service Orders
Blank = Bill Service Orders
1 = Do NOT Bill Service Orders
4. Pay Service Orders
Blank = Pay Service Orders
1 = Do NOT Pay Service Orders
Billables
1. Enter the appropriate value for how to price Parts and Routings that do not have Actual Billable
Amounts yet.
2. Billable Subledger Default
Blank = No Default
1 = Service Order Number
2 = Customer Number
3 = Site Number
4 = Short Item Number
5 = Contract Number
6 = Equipment Number
3. Date Billed
Blank = Use System Date
1 = Use Estimated Start Date on Service Order
Payables
1. Enter the appropriate value for how to price Parts and Routings that do not have Actual Payable
Amounts yet.
2. Payable Subledger Default
Blank = No Default
1 = Service Order Number
2 = Customer Number
3 = Site Number
4 = Short Item Number
5 = Contract Number
6 = Equipment Number
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7 = Service Provider Number
3. Date Paid
Blank = Use System Date
1 = Use Estimated Start Date on Service Order
Vertex
These processing options only pertain if Vertex's Quantum Sales and Use Tax Software (3rd party tax
software) has been implemented.
Billables:
1. Enter the appropriate Transaction Type for taxing billable Parts when using Vertex. If left blank,
"SERVIC" will default.
2. Enter the appropriate Transaction Type for taxing billable Routings. If left blank, "SERVIC" will default.
3. Enter the appropriate Transaction Type for taxing Flat Rate billings when using Vertex. If left blank,
"SERVIC" will default
Payables:
1. Enter the appropriate Transaction Type for taxing payable Parts when using Vertex. If left blank,
"SERVIC" will default.
2. Enter the appropriate Transaction Type for taxing payable Routings when using Vertex. If left blank,
"SERVIC" will default.
3. Enter the appropriate Transaction Type for taxing Flat Rate payables when using Vertex.
371
Returned Material Authorization
Returned Material Authorization
A Returned Material Authorization (RMA) is an approval from the supplier for the customer to
return inventory for credit, replacement, or repair. The system creates an authorization
number for the supplier to track the return of the inventory. This is also known as Returned
Goods Authorization (RGA).
When you create an RMA, you create a purchase order to receive the old product and a
sales order to ship a replacement. Or instead of shipping a replacement product, you can
create a credit order. You can indicate how the system creates purchase orders and sales
orders by setting up processing options for versions of Sales Order Entry (P4210) and
Purchase Order Entry (P4310) and specifying those versions in Return Materials
Authorization Revisions program (P40051).
The following graphic illustrates an example of how you can achieve maximum service
revenue with the levels of CSMS functionality. CSMS utilizes customer and product
information that you enter once in order to operate efficient and cost-effective service
processes.
In this example, an installed base record and base warranty record were created when you
sold a computer monitor to customer 4242. When the customer calls with an issue, the
customer service representative (CSR) is able to resolve the issue based on previous calls
with corresponding symptoms, issues, and resolutions. If the CSR is unable to resolve the
issue, the CSR can create a Returned Materials Authorization, by which the customer can
return the faulty monitor and receive a replacement.
372
Topics
Setting up RMA defaults
Working with Returned Material Authorizations
Setting Up RMA Defaults
When you set up RMA defaults, you identify to the system that you want the system to
reserve and release parts for shipment using the default data based on the service type,
model, parts recommendation, RMA type, and service provider.
►
To set up RMA defaults
From the Service Order Setup menu (G1742), choose Return Materials Authorization
Defaults.
1. On Work with Return Material Authorization Defaults, click Add.
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2. On Return Material Authorization Defaults Revisions, complete the following fields:
•
RMA Type
•
Service Type
•
Service Provider
•
Branch/Plant
•
Service Group
3. To set up Purchase Order for Receipt default information, complete the following
fields:
•
Repairable Brn/Plt
•
Repairable Location
If a returned inventory item is repairable, the system places the item in a
repairable branch/plant. If the returned item is not repairable, the system places
the item in a scrap branch/plant.
•
Scrap Brn/Plt
•
Scrap Location
•
Purchase Order Version
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•
Received Lead Time
The system uses the value from the Received Lead Time field to calculate the
promised delivery for the returned inventory item number.
4. To set up Sales Order for Credit/Shipment default information, complete the following
fields:
•
Shipping Brn/Plt
•
Shipping Location
•
Sales Order Version
5. To set up the type of customer receiving the shipment, click one of the following
options under Ship To Type and click OK:
•
Service Provider
•
Customer
•
Technician
The system retrieves the address book information from the Service Work Order
table (F4801) that is created when you enter a service order.
When you enter an RMA from a service order, the system retrieves the service
provider information from the service order. If you enter an RMA directly from the
menu, the system does not provide the service provider. From the menu, the system
uses the Ship To as the default value for the customer.
6. To define how the system retrieves RMA defaults, exit to Work with Return Material
Authorization Defaults.
7. From the Form menu, choose Search Sequence.
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8. On RMA Defaults Search Sequences, complete the following fields and click OK:
•
RMA Type
•
Branch/ Plant
•
Service Type
•
Service Group
•
Service Provider
Define the order that you want the system to use to search for a match between the
call and routing rules. The system uses a hierarchical search method, from most
specific to most general. To include fields in the hierarchical search, complete them
with a Y or N.
Processing Options for the Return Material Authorization Revisions
program (P400511)
Defaults
1. Enter the default RMA document type.
2. Enter a '1' to default the Service Order Number to the Sales Order Subledger Field.
3. Enter a '1' to default the Inventory Item Number for Receipt from the Service Work Order Header.
4. Enter a '1' to default the Inventory Item Number for Shipment from the Service Work Order Header.
5. Enter a '1' to default the Equipment Number for Receipt from the Service Work Order Header.
6. Enter a '1' to default the Equipment Number for Shipment from the Service Work Order Header.
7. Line Type For Credit Memo
Edits
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1. Enter a '1' if Service Order Number is required
2. Enter a '1' if Call Number is required
Versions
1. Enter the version of Credit Memo (P42025) to be used. If left blank, version ZJDE0001 will be used.
2. Enter the version of Quick Customer Add (P01015) to be used. If left blank, version ZJDE0001 will be
used.
3. Enter the version of Work With Work Orders (P48201) to be used. If left blank, version ZJDE0002 will
be used.
4. Enter the version of Work With Calls (P17500) to be used. If left blank, version ZJDE0001 will be used.
5. Enter the version of OnLine Invoice Inquiry (P42230) to be used. If left blank, version ZJDE0001 will
be used.
6. Enter the version of Shipment Confirmation (P4205) to be used. If left blank, version ZJDE0001 will be
used.
7. Enter the version of Purchase Receipts Inquiry (P43214) to be used. If left blank, version ZJDE0001
will be used.
8. Enter the version of Item Availability (P41202) to be used. If left blank, version ZJDE0001 will be used.
9. Enter the version of Item Cross Reference (P4104) to be used. If left blank, version ZJDE0001 will be
used.
10. Enter the version of Purchase Order Receipt Entry (P4312) to be used. If left blank, version
ZJDE0001 will be used.
11. Enter the version of Open Order Inquiry (P4310) to be used. If left blank, version ZJDE0001 will be
used.
Working with Returned Material Authorizations
A Returned Material Authorization is an authorization from the supplier for the customer to
return inventory for credit, replacement, or repair. The system creates an authorization
number for the supplier to track the return of the inventory. This group of programs assists
the user in managing the return of inventory by inventory item numbers.
You can create a purchase order to receive a returned item, which allows you to take
advantage of system processes such as receipt routings, warehouse puts, and quality
inspections. You can also create a sales order to ship a replacement inventory item to a
customer or to issue a credit for the return.
With the RMA module, the system can perform the following functions:
•
Trigger invoicing for parts or machines not returned
•
Deduct inventory and forecast the reorder level based on usage
•
Substitute parts wherever parts numbers are involved (reservation, shipping,
receiving, balancing, backorder fulfillment, and so on)
Topics
Entering Returned Material Authorization information
Entering credit memos
Running the RMA - Sales Order Update program
Before You Begin
Define defaults for creating sales orders and purchase orders. See Setting Up RMA
Defaults.
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Set up RMA status user defined codes (40/RN). See Customizing User Defined
Codes in the OneWorld Foundation documentation.
Verify that you have purchased and installed the following systems. You must have
installed these systems to be able to use Returned Material Authorization:
•
System 41: Inventory Management
•
System 42: Sales Order Management
•
System 43: Procurement
Entering Returned Material Authorization Information
Enter RMA information to manage the return of inventory items for credit or repair. If a
customer calls one of your consultants with a defective item claim, the consultant can use the
RMA programs to:
•
Provide an authorization number for the return
•
Define a purchase order to record the return of the item
•
Define a sales order to credit the customer's account
•
Define a sales order to reserve and release items for shipment
If necessary, the consultant can also enter a service order for repair of the returned item.
Additionally, you can use the RMA process to ship replacement items to a customer, service
provider, or technician if a service order is referenced in the header of the authorization.
When you enter the return material authorization, the system creates a record in the Return
Material Authorization table (F40051).
►
To enter Returned Material Authorization information
From the Daily Service Order Processing menu (G1712), choose Returned Materials
Authorization.
1. On Work with Return Material Authorization, click Add.
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2. On Returned Material Authorization Revisions, complete the following fields:
•
Customer
•
Branch/Plant
The system uses next numbers to generate the RMA number. The RMA number
associates the purchase order with the sales order.
3. To associate a service order claim number with the RMA, complete the following
field:
•
Claim/PO Number
4. To associate a service order with the RMA, complete the following field:
•
Service Order
5. To associate a call with the RMA, complete the following field:
•
Call
6. Complete the following fields and click OK:
•
Line Type
•
Inventory Item for Receipt
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•
Quantity for Receipt
•
Expected Receipt Date
The system calculates this date based on the Received Lead Time field on the
Returned Material Authorization Default Revisions form.
•
Inventory Item Receipt Description
•
Equipment Number for Receipt
•
Carrier Number for Receipt
•
Returned Reason
Processing Options for Work with Return Material Authorization (P40051)
Default
1. RMA Document Type
Versions
Enter the PO version for the following programs. Leave blank to use the default version defined in
parentheses.
1. RMA Revisions - P400511 (ZJDE0001)
2. Shipment Confirmation - P04205 (ZJDE0001)
3. Receipt Entry - P4312 (ZJDE001)
4. SO Entry - P4210 (ZJDE0001)
5. PO Entry - P4310 (ZJDE0001)
6. Service Work Order Revisions - P17714 (ZJDE0001)
7. On-Line Invoice - P42230 (ZJDE0001)
8. Purchase Receipts Inquiry - P43214 (ZJDE0001)
9. PO Receipts - P4312 (ZJDE0001)
10. Work With Work Orders - P48201 (ZJDE0002)
11. Work With Calls - P17500 (ZJDE0001)
12. Work With Installed Base - P1701 (ZJDE0001)
13. Print Pick Slips - R42520 (XJDE0001)
Entering Credit Memos
When you enter credit memos, you are creating a reversal for an existing sales order. This
action creates a negative amount for the sales order.
When you create a credit memo, the system displays order history information from which
you can select entire orders or order detail lines. You can create credit memos from order or
order detail line combinations. As you select an order or order detail line, the system pulls the
information from Sales Ledger Inquiry to Returned Material Authorization Revisions. When
you close Sales Ledger History, you can review the credit information.
Before You Begin
Set up a unique document type for return materials authorizations.
Set up a version of Sales Order Entry (P4210) for credit orders. For more information,
see Entering Detail Information in the Sales Order Management documentation.
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Set up a version of Sales Ledger Inquiry (P42025) for RMA. Ensure that you set the
status code processing options so that the Sales Ledger Inquiry program only
retrieves orders that have been invoiced.
Set up a version of Work with RMAs (P40051) and RMA Revisions (P400511). In the
processing options for each of these versions, you must enter the versions of Sales
Order Entry and Sales Ledger Inquiry that you set up for RMAs.
Set up RMA Defaults (P40052).
►
To enter a credit memo
From the Daily Service Order Processing menu (G1712), choose Returned Materials
Authorization.
1. On Work with Return Materials Authorization, click Add.
2. On Returned Material Authorization Revisions, complete the following fields:
•
RMA Type
This field appears directly to the right of the RMA Number field (Related
PO/SO/WO Order Type).
•
Customer
•
Branch/Plant
You review existing credit memo information on the Returned Material Authorization
Revisions form.
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3. Choose Credit Memo from the Form menu.
When you create a credit memo, the system accesses Sales Ledger History
(F42199) for order history information.
4. On Work With Sales Ledger Inquiry, enter search criteria (such as Order Number,
Item Number, or Sold To customer number) and click Find.
5. Choose the row or rows that you want the system to receipt. From the Row menu,
choose Credit Memo and then Select Line.
The system receipts credit lines one at a time.
If you have incorrectly selected a line or order to create a credit memo, but you have
not yet created a credit order, you can clear the credit information.
6. On Work With Sales Ledger Inquiry, click Close.
7. On Returned Material Authorizations Revisions, review the credit information.
To credit an amount, you must ensure that the line type indicates a credit transaction.
See Setting Up Order Line Types in the Sales Order Management Guide for more
information.
8. To clear credit information, choose the row that you want the system to clear and
choose Cancel Line from the Row menu.
9. Click OK.
The system creates the credit order.
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Note
When you clear a credit memo, the system clears the credit each time that you choose Clear
Credit Memo from the Form menu.
To delete the credit information after you have created a credit memo, you cancel the
detail lines on Returned Materials Authorization Revisions.
10. You can now create another credit memo or review the credit memos that exist.
•
To create another credit memo from Sales Order History, choose Credit Memo
from the Form menu.
•
To review credit orders, click Cancel to return to Work with Return Material
Authorization and then click Find.
Running the RMA - Sales Order Update Program (P400502)
From the Daily Service Order Processing menu (G1712), choose RMA - Sales Order
Update.
You run the RMA - Sales Order Update program for advanced exchanges. For example, you
create a sales order to ship an item and a purchase order to receive a defective, yet similar
item. If the defective item is not received by the promised delivery date, the program updates
the status of the related sales order detail line to a user defined status such as Print Sales
Invoice. If the defective item is received, the program updates the status of the related sales
order detail line to a user defined status such as Complete - Ready to Purge.
The system bases the data selection based on the RMA table (F40051). The system
calculates the promised delivery date from the Received Lead Time field. If the date has
passed and the item has been returned, the system updates the sales order status. If the
item has been received, the system updates the purchase order to another status.
Processing Options for the RMA – Update Sales Order Status (R400502)
Process
For Inventory Items that have not been received.
1. Enter the Next Status to which Related Sales Orders for Inventory Item Numbers not Received will be
changed.
2. Enter the Next Status to which Related Sales Orders for Inventory Item Numbers Received will be
changed.
Versions
Enter the version of the following applications to call. Leave blank to use the default version defined in
parentheses.
1. Sales Order Entry - P4210
(ZJDE0001)
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Unit - Knowledge Management
Knowledge Management
The Knowledge Management module is the database that allows you to associate symptoms,
analysis, and resolutions with calls and service orders.
Topics
Setting up the knowledge base
Working with Knowledge Management transactions
Terms and Concepts
The following Knowledge Management terms and concepts are used in this guide:
Knowledge type
A category that distinguishes among symptoms, analyses, and resolutions.
Knowledge code
A user defined code describing symptoms, analyses, and resolutions.
Knowledge tree
A hierarchy of knowledge base codes used as a means of selecting
knowledge base codes for a symptom, analysis, or resolution.
Symptom
The problem according to the customer. Symptoms are stored separately from
analyses and resolutions, and can be searched for and reused for other
issues.
Analysis
The cause of the symptom. Analyses are stored separately from symptoms
and resolutions.
Resolution
The correction for the symptom of an issue. Resolutions are stored separately
from analyses and symptoms, and can be searched for and reused for other
issues.
Unit of knowledge
A piece of information that consists of one or all of the following:
•
Knowledge codes
•
Descriptions
•
Media objects
A knowledge type is used to distinguish units of knowledge. Knowledge types
are:
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Pareto analysis
•
Symptoms
•
Analyses
•
Resolutions
The method of ranking the analyses and resolutions of a problem to identify
the most commonly occurring ones.
Setting Up the Knowledge Base
Before you can use Knowledge Management to assist you in resolving calls or service
orders, you must set up the knowledge base and specify the information that will be used
later when you enter data into the system.
You also need to set up user defined codes for Knowledge Base Management. See Setting
Up User Defined Codes for CSMS for more information.
Topics
Setting up Knowledge Management constants
Setting up Knowledge Management codes
Defining Knowledge Management tree names
Setting up the knowledge tree structure
Setting up symptoms, analyses, and resolutions
Setting Up Knowledge Management Constants
You set up constants to define default information for the entire system. Constants control the
types of information that you track and the rules that the system uses to perform certain
calculations.
►
To set up Knowledge Management constants
From the Customer Service Setup menu (G1740), choose Customer Service Constants.
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1. On CSMS System Constants Revisions, click the following option to enable CSMS to
work as designed when interfacing with other systems:
•
CSMS Installed
2. To require users to choose Knowledge Management codes from the knowledge tree,
click the following option:
•
Use Knowledge Base Tree for Selecting Knowledge Base Codes
By choosing this option, you protect the knowledge base codes from being
overwritten on Knowledge Base Revisions.
For Knowledge Management, the workflow feature is reserved for future use.
3. Click OK.
Setting Up Knowledge Management Codes
Set up knowledge codes if you use codes to define a unit of knowledge. The codes are the
building blocks of the tree, but you are not required to set up knowledge trees to use
knowledge codes. Use codes with symptoms, analyses, and resolutions for calls.
The system does not recognize these codes until you attach them to a transaction. You can
associate codes with a symptom, analysis, or resolution using a tree, which standardizes how
the codes are defined. Alternatively, you can choose a code from a table.
When you create symptoms, analyses, and resolutions for calls or service orders, you can
associate as many as five knowledge codes to define the symptom, analysis, or resolution.
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Then you can create as many as five user defined codes to associate with each knowledge
code; you might create these codes for reporting purposes. You must set up knowledge
codes if you are using the knowledge tree.
You can assign the following knowledge types to Knowledge Management codes:
►
•
Symptom
•
Analysis
•
Resolution
•
All of the above
To set up Knowledge Management codes
From the Knowledge Management Setup menu (G1745), choose Knowledge
Management Code Entry.
1. On Work with Knowledge Base Codes, click one of the following options to define the
knowledge type and then click Add:
•
Symptoms
•
Analysis
•
Resolution
•
All
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2. On Knowledge Base Code Revisions, complete the following fields:
•
Knowledge Code
You can enter up to 15 alphanumeric characters in the Knowledge Code field.
•
Code Description
3. Complete the following optional fields:
•
Start Date
•
End Date
•
KB Code CC 1
•
KB Code CC 2
•
KB Code CC 3
•
KB Code CC 4
•
KB Code CC 5
4. To attach descriptions in foreign languages to knowledge management codes,
highlight the code and choose Language from the Row menu.
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5. On Language Overrides, complete the following fields and click OK:
•
Language
•
Description
6. Click Cancel.
7. On Knowledge Base Code Revisions, click OK.
Processing Options for Knowledge Base Codes (P17761)
Defaults
1. Knowledge Type
Blank = All
1 = Symptom
2 = Analysis
3 = Resolution
2. Knowledge Base Code CC1
3. Knowledge Base Code CC2
4. Knowledge Base Code CC 3
5. Knowledge Base Code CC 4
6. Knowledge Base Code CC 5
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Defining Knowledge Management Tree Names
You define Knowledge Management tree names to give logical meaning to a hierarchical
structure of knowledge codes and types.
►
To define Knowledge Management tree names
From the Knowledge Management Setup menu (G1745), choose Knowledge
Management Tree Entry.
1. On Work with Knowledge Base Tree Names, click Add.
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2. On Knowledge Base Tree Name Revisions, complete the following fields:
•
Tree Name
•
Description
3. Click one of the following options:
•
Symptoms
•
Analysis
•
Resolution
•
All
4. Complete the following optional fields:
•
Inventory Item No.
•
Product Model
•
Product Family
•
Product Component
•
Environment
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•
Installed Base Cat Code 01
•
Installed Base Cat Code 02
•
Installed Base Cat Code 03
•
Installed Base Cat Code 04
•
Installed Base Cat Code 05
•
Installed Base Cat Code 06
•
Installed base Cat Code 07
•
Installed Base Cat Code 08
•
Installed Base Cat Code 09
•
Installed Base Cat Code 10
5. Click OK.
Setting Up the Knowledge Tree Structure
After you define a knowledge tree name, you set up the structure for the tree. When you set
up a knowledge tree, you create a hierarchical structure of knowledge base codes using a
parent/child relationship.
Topics
Setting up the structure by parent code
Setting up the structure by child code
Before You Begin
Define the knowledge base codes that you will use when you create the tree
structure. See Setting Up Knowledge Management Codes.
►
To set up the structure by parent code
From the Knowledge Management Setup menu (G1745), choose Knowledge
Management Tree Entry.
1. On Work with Knowledge Base Tree Names, locate the tree name to which you are
adding the structure and choose Tree from the Row menu.
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2. On Knowledge Base Tree, click Add.
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3. On Knowledge Base Tree Revisions, to enter one parent code and all of its children,
complete the following fields:
•
Parent Code
•
Child Code
4. Click OK.
5. Click Cancel.
6. On Knowledge Base Tree, click one of the following options to define how the code
descriptions are displayed:
•
Never Show
The system displays the code only with no description.
•
Show Root Node
The system displays the description only at bottom of the tree.
•
Always Show
The system always displays the description.
•
Code + Desc
The system displays the code and description concatenated.
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7. To add codes at the first level, click Add.
8. To add children to an existing code, locate the code on Knowledge Base Tree and
choose Add Children from the Row menu.
Note
When adding codes, you must select the code and choose Add while the code is selected.
►
To set up the structure by child code
From the Knowledge Management Setup menu (G1745), choose Knowledge
Management Tree Entry.
1. On Work with Knowledge Base Tree Names, locate the tree name to which you are
adding the structure and choose Tree from the Row menu.
2. On Knowledge Base Tree, click Add.
3. On Knowledge Base Tree Revisions, to enter codes for all of the first level parents,
complete the following field:
•
Child Code
4. Click OK.
5. Click Cancel.
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6. On Knowledge Base Tree, click one of the following options to define how the code
descriptions are displayed:
•
Never Show
The system displays the code only with no description.
•
Show Root Node
The system displays the description only at bottom of the tree.
•
Always Show
The system always displays the description.
•
Code + Desc
The system displays the code and description concatenated.
7. To add children to an existing code, locate the code and choose Add Children from
the Row menu.
Note
When adding codes, you must select the code and choose Add while the code is selected.
Setting Up Symptoms, Analyses, and Resolutions
Based on prior experience, a business might identify common or recurring symptoms,
analyses, or resolutions. You set up Knowledge Management symptoms, analyses, or
resolutions to reuse existing information. You can attach this information to new calls or
service orders.
A Knowledge Management symptom, analysis, or resolution is composed of the following
information:
•
As many as five Knowledge Management codes selected from either a Knowledge
Management tree or the Knowledge Management code table
•
A description that is no more than 80 characters long
•
Media objects, such as:
•
Text documents
•
Images
•
OLE objects
•
Shortcuts
Caution
When you create a Knowledge Management symptom, analysis, or resolution, and select the
codes from a Knowledge Management tree, the system creates a link between the last code
selected and the symptom, analysis, or resolution. From this point forward, whenever you
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choose that code from the Knowledge Management tree, the system also retrieves the
description and attached media objects.
Topics
Setting up symptoms, analyses, and resolutions by code
Setting up symptoms, analyses, and resolutions by tree
Before You Begin
See Setting Up Knowledge
Management Constants to define how the user is to select a unit of knowledge.
►
To set up symptoms, analyses, and resolutions by code
From the Knowledge Management Setup menu (G1745), choose Knowledge
Management Revisions.
1. On Work With Knowledge Base, click Add.
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2. On Knowledge Base Revisions, to define the system to which you are applying the
knowledge unit, click one of the following options:
•
None
•
Calls
•
Service Orders
When you associate a call with the knowledge database, you must assign a symptom
to the call.
3. To define the knowledge type, click one of the following options:
•
Symptoms
•
Analysis
•
Resolution
4. To indicate that the unit of knowledge is available for reuse, click the following option:
•
Approve
If you are using workflow, the approval option is disabled until the reviewer accesses
Knowledge Base Revisions to choose the approval or rejection option.
5. To indicate that the unit of knowledge is not approved for reuse, click the following
option:
398
•
Reject
6. To attach knowledge codes to the unit of knowledge, complete any or all of the
following fields:
•
Tree Name
•
Knowledge Code 1
•
Knowledge Code 2
•
Knowledge Code 3
•
Knowledge Code 4
•
Knowledge Code 5
Depending on how you have set the constants for the Use Knowledge Base Tree for
Selecting Knowledge Base Codes option, either the Tree Name field or the
Knowledge Code fields are enabled.
7. To override the text description that the system retrieves from the last knowledge
code, complete the following field:
•
Description
8. To add media objects or text descriptions that are longer than 80 characters, attach
the information in the media object area.
9. Click OK.
►
To set up symptoms, analyses, and resolutions by tree
From the Knowledge Management Setup menu (G1745), choose Knowledge
Management Revisions.
1. On Work With Knowledge Base, click Add.
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2. On Knowledge Base Revisions, to define the system to which you are applying the
knowledge unit, click one of the following options:
•
None
•
Calls
•
Service Orders
When you associate a call with the knowledge database, you must assign a symptom
to the call.
3. To define the knowledge type, click one of the following options:
•
Symptoms
•
Analysis
•
Resolution
4. To indicate that the unit of knowledge is available for reuse, click the following option:
•
Approve
If you are using workflow, the approval option is disabled until the reviewer accesses
Knowledge Base Revisions to choose the approval or rejection option.
5. To indicate that the unit of knowledge is not approved for reuse, click the following
option:
400
•
Reject
6. To attach a knowledge base tree to a unit of knowledge, complete the following field:
•
Tree Name
7. To select codes from the specified tree, choose Knowledge Tree from the Form
menu.
8. On Knowledge Base Tree Search & Select, double click a code.
9. On Knowledge Base Revisions, to add media objects or text, or to revise the text that
the system retrieves from the last knowledge code, attach the information in the
media object area.
10. Click OK.
Caution
If you create reusable symptoms, analyses, and resolutions, the knowledge unit is forever
attached to the last code that you select in the tree.
Processing Options for Knowledge Base Symptoms, Analysis and Resolution (P17764)
Defaults
Calling System (blank, C or S)
Document Type
Knowledge Type
Knowledge Base Tree Name
Created by user
Working With Knowledge Management Transactions
When using Knowledge Management, you first attach a symptom to a call or service order.
Then, you attach analyses and resolutions to that symptom. You can attach additional
symptoms to the same call or service order. Knowledge Management is flexible when used
with Call Management and Service Order Management: you can attach any number of
symptoms, analyses, and resolutions to a call or service order.
When you enter the knowledge database from a call or service order, the system displays all
symptoms associated with the issue. If a standard, reusable symptom was used, the
symptom entry information is disabled; if a non-standard symptom was used, the symptom
fields are enabled.
Customer and Supplier Self-Service
Internet Commerce, the exchange of goods and services on the Internet, specifically the
World Wide Web (WWW), allows businesses to conduct business with other businesses and
with consumers. Internet transactions are inexpensive, increasingly secure, platform401
independent, and built on standards that make communicating with suppliers, partners, or
customers a simple task. Businesses can easily use the Internet for time-critical transactions,
such as purchasing, invoicing, electronic funds transfer, cargo tracking, and sales force
automation.
You can create an Internet site from which your customers and suppliers can access the
most updated information at any time.
The advantages of Internet Commerce include:
•
Global market expansion
•
Wider product distribution
•
World-wide, 24-hour access to customers
•
Cost reduction, including reduction of your physical inventory, fewer distribution
intermediaries, and reduction of costs on catalog production and distribution
•
Increased revenue
With J.D. Edwards software, your customers can enter their own orders, inquire on the status
of orders, and review service and billing information whenever they want, without security
risks or additional costs. Likewise, your suppliers can view real-time information about orders,
receipts, and payment information and respond to requests for quotes.
Using the OneWorld tools applications for web-based transactions, you can customize the
self-service interface for your environment and business needs.
Note
This documentation is based on J.D. Edwards forms and data that are provided for selfservice in a Windows environment. The navigations, forms, steps, and data shown in this
documentation might not correspond to your customized self-service internet site.
Topics
Attaching symptom information to a call or service order
Attaching analyses and resolutions to a symptom
►
To attach symptom information to a call or service order
From the Daily Call Processing menu (G1713), choose Call Entry.
The steps for this process are shown as you enter the Knowledge Management system from
the Call Management system, but the same steps apply if you enter from the Service Order
Management system.
1. On Work With Calls, complete the steps to locate a specific call, choose a call, and
click Select.
2. On Customer Call Entry, choose Knowledge Base from the Form menu, choose
Add/Attach, and then choose Symptom.
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3. On Knowledge Base Revisions, complete either of the following fields and click OK:
•
Tree Name
•
Knowledge Code 1
Depending on how you have set the constants for the Use Knowledge Base Tree for
Selecting Knowledge Base Codes option, either the Tree Name field or the
Knowledge Code field is enabled.
To add or attach a symptom from the Work With Calls form, you enter symptom
information, and then choose a knowledge code that has information attached
(reusable code). The system uses the knowledge code to override the symptom that
you entered on the call.
To add analysis information to a call, complete the same steps that you use to add resolution
information to a call. See Resolving Calls.
►
To attach analyses and resolutions to a symptom
From the Daily Call Processing menu (G1713), choose Call Entry.
1. On Work With Calls, complete the steps to locate a specific call, choose a call, and
click Select.
2. On Customer Call Entry, choose Knowledge Base from the Form menu, choose
Add/Attach, and then choose Resolution.
3. On Work with Call/Order Knowledge Base, locate the existing symptom or analysis,
and choose Resolution from the Row menu.
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4. On Knowledge Base Revisions, complete either of the following fields and click OK:
•
Tree Name
•
Knowledge Code 1
Depending on how you have set the Use Knowledge Base Tree for Selecting
Knowledge Base Codes option in your system constants, either the Tree Name field
or the Knowledge Code field is enabled.
5. Click OK.
6. Click Cancel.
7. On Work with Call/Order Knowledge Base, to review pareto analysis results of
resolutions or analyses attached to the symptom, choose Pareto Analysis from the
Row menu.
Only resolutions or analyses that are chosen from the knowledge tree structure and
attached to a symptom appear in pareto analysis results.
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8. On Knowledge Base Pareto Analysis, choose one of the following options and click
Find:
•
Display Analysis
•
Display Resolution
These options define whether the system displays an analysis attached to a symptom
or a resolution attached to a symptom or an analysis.
9. Click Close.
10. On Work with Call/Order Knowledge Base, to detach a resolution that is attached to a
symptom, highlight the resolution and choose Detach from the Row menu.
You can also detach an analysis that is attached to a symptom or detach a resolution
that is attached to an analysis. You cannot detach a symptom or an analysis that has
any other knowledge types attached to it.
See Also
Searching for Customer Issues and Solutions for information about adding symptoms
to a call
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CSMS (Self-Service) Web Solution
Setting Up Self-Service for Customers and Suppliers
Before your customers and suppliers can use self-service to access information, you must
provide a method for them to do one or more of the following:
•
Access item information
•
Review account information
•
Review existing orders and shipments
•
Access product and warranty information
•
Review information about existing calls
•
Review service orders
When you set up user profiles for your customers and suppliers, you can limit their access to
only the self-service menus, based on their user IDs. Customers and suppliers cannot use
self-service to add or modify address book, customer master, or supplier master information.
Before You Begin
Verify that you have set up address book records, complete with CSMS extension
records, as well as A/R information in order for customers to enter CSMS information.
See Setting Up Customers and Service Providers for more information about entering
basic address book and CSMS extension information for your customers.
Assign a branch/plant and default location to each customer. When your customers
inquire on products, pricing and availability, the system retrieves the information
based on the branch/plant that you assign to the customer's user ID. See Setting Up
Default Location Information in the Inventory Management documentation for more
information.
Addressing Security Issues
After you set up address book and master records for customers and suppliers, you must set
up user profiles to limit your customers' and suppliers' access to your system. Customers and
Suppliers must have profiles before they can log on to any self-service applications.
In the user profile, you indicate the following information for a customer or supplier:
•
User ID
•
Password
•
Preferences, such as language and localization information
You must also specify the menu that you want the supplier or customer to be able to access.
Suppliers and customers can access only the programs that are on the menu that you specify
in the user profiles. Specify one of the following menus, depending on the type of user:
•
Customer Self-Service (G1715), for customers who need access to self-service
programs in the Customer Service Management system
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•
Customer Self-Service (G42314), for customers who need access to self-service
programs in the Sales Order Management system
•
Supplier Self-Service (G43S11), for suppliers who need access to self-service
programs in the Procurement system
When a customer or supplier enters information using self-service programs, the system
stores product selections and other information in a memory cache file. The customer or
supplier can move between programs and the cache file retains the current contents of the
order or quote.
See Also
User Profiles in the System Administration documentation for more information about
security and user profiles
Working with Calls on the Web
As part of your company's customer service solution, you can provide customer service over
the Web. Customer Self-Service for CSMS allows your customers to enter requests for
technical assistance or product information, or to report a problem at their convenience.
Instead of placing a telephone call to a customer service center during normal business
hours, your customer can enter the call or review the status of a call at any time that is
convenient, without waiting in a phone queue for customer service.
Note
The following tasks are based on OneWorld forms and data provided for self-service in a
Windows environment. The navigations, forms, steps, and data shown in these tasks might
not correspond to your customized self-service Internet site.
Topics
Entering calls on the Web
Reviewing calls on the Web
Before You Begin
Verify that you have set up address book records, complete with CSMS extension
records, as well as A/R information in order for customers to enter CSMS information.
See Setting Up Customers and Service Providers for more information about entering
basic address book and CSMS extension information for your customers.
Verify that you have set up a user profile that limits your customer's access in
OneWorld to only the Customer Self-Service menu. Your customer will not be able to
log in without a profile.
Verify that you have set up features of Call Management for processing customer
calls. For standard call entry and Web-based call entry, you must set up CSMS
constants, queues, distribution lists and routings before you can enter call
information.
You must set the processing options for the following programs for customer selfservice in order for your customers to enter or review calls:
•
Customer Call Entry (P17501)
407
•
Work with Calls (P17500)
See Also
•
Entering Call Information for complete task and process information about the
Customer Call Entry program (P17501) as well as descriptions of the processing
options
•
Working with Calls for complete processing information about the Work with Calls
program (P17500) as well as descriptions of the processing options
•
Setting Up Call Management for complete information about setting up CSMS
constants, queues, group distribution lists, and routing information
Entering Calls on the Web
During standard call entry, when your customers call your customer service center, you can
enter issues, edit the information, and access master tables by way of form exits, such as
Address Book, Customer Master and Installed Base.
In the Call Entry program (P17501), you can access a separate tab for Customer Self-Service
that is hidden during standard call processing. When you activate Customer Self-Service for
Call Entry (P17501), the system displays the Customer Self-Service tab and hides all form
exits and the following tabs:
•
Caller
•
Product
•
Queue
•
Dates/Time
•
Call Information
•
Installed Base
•
Category Codes
•
Accounting
In Web-based call entry, customers can add issues by entering minimum information about
the call, such as the caller name, the item's serial number, and a brief description of the
issue.
Note
You can customize the Customer Self-Service tab to fit the requirements of your Web-based
solution without affecting Call Entry processing.
►
To enter calls on the Web
From the Daily Customer Self-Service Processing menu (G1715), choose Enter Inquiry.
Based on the sign-on, the system retrieves default information about that customer, such as
the telephone number.
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1. On Customer Call Entry, enter the following information:
•
Phone Number
•
Caller Name
•
Symptoms
Depending on how you have set your processing options, the first 80 characters
from the media object can be used as the default value for the Symptom field.
•
Reason
Your customer can choose a call reason from the visual assist.
2. Click OK.
The system assigns a call number based on Next Numbers. The item and customer
information is based on the user signon and the CSMS information that exists in the master
tables.
Reviewing Calls on the Web
In the Work with Calls program (P17500), customers can search for all calls associated with
their customer numbers, which default the address numbers associated with the user signons. When you activate customer self-service for Call Entry (P17501), the system hides all
form exits and row exits that exist in the Work with Calls form and the Call Entry Revisions
form.
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Note
You can customize the Customer Self-Service tab to fit the requirements of your Web-based
solution without affecting Call Entry processing.
►
To review calls on the Web
From the Daily Customer Self-Service Processing menu (G1715), choose View Inquiry
Status.
Based on the signon, the system retrieves all calls associated with that customer number.
1. On Work With Calls, enter query information in the QBE fields, such as serial
numbers, status, and completion date, and click Find.
2. Review the information and click Select.
Working with Service Orders on the Web
As part of your company's customer service solution, you can provide customer service over
the Web. Customer Self-Service for CSMS allows your customers to enter requests for
maintenance or to report a problem. Instead of placing telephone calls to a customer service
center during normal business hours, your customers can enter service orders at their
convenience.
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You can use the versions of Service Work Order Revisions (P17714) and Work with Service
Work Orders (P48201) that are set up for customer self-service, and allow your customers to
enter or review the status of service orders on the Web.
J.D. Edwards Web-based solutions are designed so that customers can intuitively access,
enter, and review their specific information.
Note
The following tasks are based on OneWorld forms and data provided for self-service in a
Windows environment. The navigations, forms, steps, and data shown in these tasks might
not correspond to your customized self-service Internet site.
Topics
Entering service orders on the Web
Reviewing service orders on the Web
Before You Begin
Verify that you have set up address book records, complete with CSMS extension
records, as well as A/R information in order for customers to enter CSMS information.
See Setting Up Customers and Service Providers for more information about entering
basic address book and CSMS extension information for your customers.
Verify that you have set up a user profile that limits your customer's access in
OneWorld to only the Customer Self-Service menu. Your customer will not be able to
log in without a profile.
Before you can enter information for standard or Web-based service order entry,
verify that you have set up the features of Service Order Management for processing
customer calls, such as CSMS constants.
Set the processing options in the following programs to use customer self-service:
•
To inquire on service orders, the Work with Service Work Orders program
(P48201).
•
To enter service orders, the Service Work Order Revisions program (P17714).
•
To review associated parts and equipment, you must set the processing options
for the Equipment Search and Select program (P17012S) to activate Customer
Self-Service.
Reference the version of the Equipment Search and Select program that is set
up for Customer Self-Service in the Service Work Order Revisions program
(P17714).
See Also
•
Entering a Service Order for complete task and process information about the
Service Work Order Revisions program (P17714) and the Work with Service Work
Orders program (P48201), as well as descriptions of the processing options
associated with Service Work Order Revisions (P17714)
•
Setting Up Service Order Management for complete information about setting up
CSMS constants, service order history, and activity rules for service orders
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Entering Service Orders on the Web
During standard service order entry, if an issue cannot be resolved by a consultant using the
Service Order Management system in combination with the Knowledge Management system,
your trained personnel can enter a service order to send a technician to repair the problem.
In a Web environment, your customer can enter a service order and optionally provide the
equipment number and any symptoms.
In the Service Work Order Revisions program (P17714), a separate tab for Customer SelfService is hidden during standard service order entry and processing. When you activate
Customer Self-Service for Service Work Order Revisions (P17714), the system displays the
Customer Self-Service tab and hides all row and form exits, as well as the following tabs:
•
Customer/Installed Base
•
Status/Assignments
•
Classification
•
Accounting
•
Attachments
Customers can add service orders by entering minimum information about problems with the
item, such as the item's serial number and a brief description of the issue.
Note
You can customize the Customer Self-Service tab to fit the requirements of your Web-based
solution without affecting Call Entry processing.
When you enter a service order, the system creates a record in the Work Order Master table
(F4801). The system also creates the Service Order Extension table (F4817) to store
information that is pertinent only to CSMS service orders.
►
To enter service orders on the Web
From the Daily Customer Self-Service Processing menu (G1715), choose Service Work
Order Entry.
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1. On Service Work Order Revisions, complete the following fields:
•
Contact Name
•
Phone
Based on the user ID, the system retrieves default information about the
customer, such as the telephone number.
•
Standard Services
Standard services are a set of services, such as Oil Change or Routing
Inspection, that you define as standard in the bill of material and routing
instructions. For example, if you define an Oil Change as a standard service, you
can define the material and labor that comprise the oil change.
When your customer enters a service order and enters the Oil Change service,
the system adds and prices parts and labor based on the processing option
selection.
•
Requested Service Date
If you leave this field blank, the system uses today's date as the default date.
•
Describe Problem
Depending on how you have set your processing options, the first 80 characters
from the media object can be used as the default value for the Symptom field.
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•
Lot/Serial Number
Based on the user ID, the system retrieves equipment associated with that
customer. You can use the visual assist if necessary.
2. Click OK.
The system creates a service order. The service order document type and service
type are based on the processing options or customer information.
Reviewing Service Orders on the Web
To allow your customers to review the status of a service order on the Web, you can use a
version of Work with Service Work Orders (P48201) that is set up for Customer Self-Service.
When you activate Customer Self-Service for Work with Service Work Orders (P48201), the
system hides all form exits and row exits that exist on the standard Work with Service Orders
form.
Note
You can customize the Customer Self-Service tab to fit the requirements of your Web-based
solution without affecting service order processing.
►
To review service orders on the Web
From the Daily Customer Self-Service Processing menu (G1715), choose View Service
Work Orders.
Based on the user ID, the system displays all service orders associated with that customer
number.
1. On Work With Work Orders, enter query information in the QBE fields, such as serial
numbers, status, and completion date, and click Find.
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2. Review the information and click Select.
Topics
Setting up self-service for customers and suppliers
Working with calls on the Web
Working with service orders on the Web
Reviewing service contracts on the Web
Topics
Addressing security issues
Activating processing options for customer self-service in CSMS
Activating Processing Options for Customer Self-Service in CSMS
To enable your customers to use your website to enter and review orders and review service
and billing information, you must activate the customer self-service processing options for the
following programs:
•
Customer Call Entry (P17501)
•
Work with Calls (P17500)
•
Work with Work Orders (P48201)
•
Service Work Order Revisions (P17714)
•
Equipment Search/Select (P17012S)
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Specify the version of Equipment Search/Select (P17012S) in the version of Service
Work Order Revisions (P17714) that is set up for customer self-service.
•
Entitlements Inquiry (P1723)
When you activate the processing options for customer self-service, the system displays only
the fields for calls, service order entry, order inquiry, item information, and customer
information that are useful to your customers.
Before You Begin
Verify that you have set up address book records, complete with CSMS extension
records, as well as A/R information in order for customers to enter CSMS information.
See Setting Up Customers and Service Providers for more information about entering
basic address book and CSMS extension information for your customers.
Verify that you have set up a user profile that limits your customer's access in
OneWorld to only the Customer Self-Service menu. Your customer will not be able to
log in without a profile.
See Also
Entering Service Contracts for information on standard contract entry
►
To review service contracts on the Web
From the Daily Customer Self-Service Processing menu (G1715), choose View Service
Contracts.
Based on the user ID, the system displays all service contracts associated with that customer
number.
1. On Work With Entitlement Inquiry, enter query information in the QBE fields, such as
product model and product family, and click Find.
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2. Review the information and click Select.
Reviewing Service Contracts on the Web
Customer Self-Service for CSMS allows your customers to review their service contracts on
the Web. This is useful in reviewing which equipment is covered and the expiration dates of
the coverage.
Note
The following task is based on OneWorld forms and data provided for self-service in a
Windows environment. The navigations, forms, steps, and data shown in this task might not
correspond to your customized self-service Internet site.
417
Appendices
Setting Up Advanced Pricing for CSMS
Setting up advanced pricing for contracts, service orders, and calls allows you to price items
and services using an advanced pricing structure, and allows you to streamline pricing setup
and maintenance.
Advanced pricing provides flexibility when defining pricing. You can easily adjust prices for
each contract, service order, or call, and then combine the adjustments into a pricing
structure or schedule. Within each schedule, you can define unlimited price adjustments. The
adjustment schedule attaches to the customer record and, therefore, is used for any contract,
service order, or call for that customer.
Topics
Setting up preference hierarchies
Setting up customer service detail groups
Setting up price adjustment definitions
Setting up adjustment schedules
Setting up adjustment details
Attaching adjustment schedules to contracts and service orders
Setting Up Preference Hierarchies
The system applies pricing adjustments to service contracts, service orders, and calls in the
order that you determine on the pricing hierarchy. The system uses the pricing structure to
calculate price adjustments and updates. For this reason, you should set up your hierarchy to
search from specific combinations to general combinations.
Topics
Set up a preference master
Define a pricing hierarchy
Setting Up a Preference Master
Before you define each pricing hierarchy, you must create a master record called the
preference master. You can create as many different preference hierarchies as you need.
You define the hierarchy and then attach it to an adjustment definition. You can create a
hierarchy for each adjustment definition, or you can use a single hierarchy for many
adjustment definitions. J.D. Edwards recommends that you set up a few hierarchies that can
be used for multiple adjustment definitions.
►
To set up a preference master
From Customer Service Advanced Pricing Setup (G1746), choose Preference Hierarchy.
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1. On Work With Preference Hierarchy, click Add.
419
2. On Preference Hierarchy Revisions, choose Master Revision from the Form menu.
3. On Preference Master Revision, complete the following fields and click OK:
•
Preference Type
•
Description
•
Preference Classification
•
Sequence Number
4. If applicable, click either of the following options:
•
Enable Effective Dates
•
Enable Effective Quantity
5. Click OK.
Defining a Pricing Hierarchy
A preference hierarchy allows you to specify the order in which pricing adjustments are
applied. You identify the pricing hierarchy by typing numbers at the intersections of the rows
and columns. The pricing search begins at the intersection where you type 1 and looks for
records defined for that customer and item combination. If no adjustment details are found for
that combination, the system moves to the next combination in the hierarchy, identified by the
number 2 in the intersection, and so on.
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The system selects the first combination found during a search. Therefore, you should set up
the most specific method of pricing first in your hierarchy and continue defining the hierarchy
to the most general pricing.
Although you can enter as many as 9 numbers, searching takes system time and resources,
so you should limit your hierarchy to three or four numbers. Each number represents a
system search and increases system processing time. The Sold To and All Customer rows
are the only fields that CSMS will recognize.
Note
For Customer Service Management, only the information attached to the Sold To and All
Customer rows is currently applicable.
Before You Begin
Verify that a master record has been created for the preference hierarchy.
►
To define a pricing hierarchy
From Customer Service Advanced Pricing Setup (G1746), choose Preference Hierarchy.
1. On Work With Preference Hierarchy, click Add.
2. On Preference Hierarchy Revisions, complete the following field:
•
Preference Type
3. Beginning with 1, enter numbers in the intersections to indicate search order. When
you define the pricing hierarchy, start with 1 and do not skip any numbers.
4. Click OK.
Setting Up Customer Service Detail Groups
You can use order detail groups to create adjustments to the pricing line of a contract, service
order, or call. When you set up your system, you need to consider the information that is
standard for each contract, service order, or call. For example, if all contracts or all service
orders contain a customer number and a model number, you can set up advanced pricing
information based on the customer number and model number fields.
421
►
To set up customer service detail groups
From Customer Service Advanced Pricing Setup (G1746), choose Customer Service
Detail Groups.
1. On Work with Price Group Definition, click Add.
The system imports the price group type code based on your processing option
selection. When you click Find, the system displays only those groups of that price
group type code. To override the system default, type a new price group type code in
the field and click Find or Add. The system retrieves the appropriate form based on
this type code.
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2. On CSMS Order Detail Price Group Definition, define a user defined code to
complete the following field:
•
Price Group
See Setting Up User Defined Codes for CSMS.
3. If the price group is for a service contract, indicate the fields that you want to use to
price service contracts by typing the numbers 1 through 3 next to three of the
following fields:
•
Business Unit
•
Company
•
Line Type
•
Country
•
Payment Terms
•
Payment Instrument
•
Product Model
•
Product Family
•
Contract Service Package
423
•
Contract Bill Duration
•
Billing Frequency Code
•
Billing In Advance/Arrears
•
Contract Non-Bill Duration
•
Contract Total Duration
•
Contract Cat Code 01
•
Contract Cat Code 02
•
Contract Cat Code 03
•
Contract Cat Code 04
4. If the price group is for a service order, indicate the fields that you want to use to
price service orders by typing the numbers 1 through 3 next to three of the following
fields:
•
Business Unit
•
Company
•
Cost Code
•
Pricing Method
•
Country
•
Payment Terms
•
Payment Instrument
•
Product Model
•
Product Family
•
Type of Service
•
Service Cat Code 01
•
Service Cat Code 02
•
Service Cat Code 03
•
Service Cat Code 04
5. If the price group is for a call, indicate the fields that you want to use to price calls by
typing the numbers 1 through 3 next to three of the following fields:
•
Business Unit
424
•
Company
•
Cost Code
•
Pricing Method
•
Country
•
Payment Terms
•
Payment Instrument
•
Product Model
•
Product Family
•
Contract Service Package
•
Type of Service
•
Call Type 1
•
Call Queue
•
Call Priority
•
Call Language
•
Call Environment
•
Call Cat Code 01
•
Call Cat Code 02
•
Call Cat Code 03
•
Call Cat Code 04
Setting Up Price Adjustment Definitions
Once you have created CSMS order detail groups and defined pricing hierarchies, you can
attach them to adjustments. An adjustment is a record that describes a special pricing
situation, such as a pricing plan or promotion. Before you can add an adjustment to a
schedule, you must create adjustment definitions to specify the characteristics of the
adjustment. These characteristics determine the following:
•
The sequence that the system uses to search for prices
•
Whether the adjustment is based on quantity
•
Whether the adjustment is an override price, manual add or change, or a mandatory
adjustment
425
Before You Begin
Set up Price Adjustment Names (40/TY). See Setting Up User Defined Codes for
CSMS.
Set up preference hierarchies. See Setting Up Preference Hierarchies.
Set up customer service detail groups. See Setting Up Customer Service Detail
Groups.
►
To set up price adjustment definitions
From Customer Service Advanced Pricing Setup (G1746), choose Price Adjustment
Definitions.
1. On Work with Adjustment Types, click Add.
426
2. On Price Adjustment Definition, complete the following field:
•
Adjustment Name
3. Enter 2 in the following field to define it as being applicable to CSMS:
•
Target Application
4. To attach price groups in CSMS, complete the following fields:
•
Order Detail Groups
Note: This field is required for Advanced Pricing to work in CSMS.
•
Item Price Group
•
Customer Price Group
5. To attach a price adjustment hierarchy, complete the following field:
•
Preference Type
6. Click any of the following applicable options:
•
Override Price (Y/N)
•
Manual Add/Change (Y/N)
427
•
Mandatory Adjustment (Y/N)
7. Click OK.
The following fields are not applicable to CSMS: Adjustment Control Code, Rebate
Beneficiary, Line Type, Subledger G/L, G/L Offset, Exclude from A/R Discount, Weight Level
Break, Amount Level Break, Basket Level Adjustment, and Order Level Adjustment.
Setting Up Adjustment Schedules
After you define a price adjustment, you attach it to a schedule. An adjustment schedule
contains one or more price adjustment types for which a customer or an item might be
eligible. An adjustment schedule consists of price adjustment definitions and adjustment
details.
You assign customers to adjustment schedules so that the system can calculate prices. In
the adjustment schedule, you specify the sequence that the system uses to apply price
adjustment types to the order being priced.
Each adjustment schedule can contain an unlimited number of price adjustments. You can
add adjustments at any time. You link customers to an adjustment schedule through the
CSMS address book extension. If necessary, you can override the adjustment schedule on
the order (contract, service order, or call).
Before You Begin
Set up Adjustment Schedule Names (40/AS). See Setting Up User Defined Codes for
CSMS.
Set up price adjustment definitions. See Setting Up Price Adjustment Definitions.
►
To set up adjustment schedules
From Customer Service Advanced Pricing Setup (G1746), choose Price & Adjustment
Schedule Revisions.
428
1. On Work With Adjustment Schedules, click Add.
429
2. On Price Adjustment Schedule Revisions, complete the following fields and click OK:
•
Adjustment Schedule
•
Adjustment Name
Setting Up Adjustment Details
You can use the Price and Adjustment Detail Revisions program to set up prices for
adjustments. Note that you set up prices for adjustment names rather than adjustment
schedules.
►
To set up adjustment details
From Customer Service Advanced Pricing Setup (G1746), choose Price & Adjustment
Detail Revisions.
1. On Work with Adjustment Detail, complete the following field and click Find:
•
Adjustment Name
2. Click Add.
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3. On Preference Hierarchy Selection, choose the appropriate description and click
Select.
Your choices on the Preference Hierarchy Selection form and the selections within
the price group determine the fields that appear on the Price and Adjustment Detail
Revisions form (retrieved from the Preference Hierarchy and the Order Detail group).
431
4. On Price Adjustment Detail Revisions, complete the following field:
•
Item Number
5. To enter quantity breaks, complete the following field:
•
From Level
For service contracts, the unit of measure for an item, not duration, must match the
unit of measure on the contract.
6. To define the adjustment price, enter a price or percentage in the following field:
•
Factor Value Numeric
By entering a negative value in the Factor Value Numeric field, you can apply a
discount.
7. Enter the Basis Code in the following field:
•
BC
For CSMS, you can enter one of the following values for Basis Code:
•
2, which represents a percent markup or markdown (percent of the current net
price)
•
3, which represents a percent of the cost
•
4, which represents the cost plus the amount
432
•
5, which represents an addition to or subtraction from the current price.
The Basis Code value in the first detail line must be a 3, 4, or 5 to indicate the start
amount. CSMS does not use the base prices from Inventory.
8. To apply the price adjustment to a customer, complete the following field:
•
Customer Number
9. To specify the currency that applies to the amount entered in the Factor Value
Numeric field, complete the following field:
•
Cur Cod
10. To override the price adjustment start and end dates, complete the following fields:
•
Effective Date
•
Expired Date
The system uses the system date as the default value in the Effective Date field.
11. Enter N in the following field:
•
FG
CSMS does not use the Free Goods field to associate the price adjustment with free
goods. Use the following guidelines:
•
To define a free contract in CSMS, enter 0 in the Unit Price field on the Contract
Revisions form, or define the line type in the contract as a base warranty or free
contract.
•
To define a free part or routing for a service order, enter 0 in the Actual Billable
Amount field on the Work Order Routing or Service Order Parts List form.
•
To define a free call, enter 0 in the Actual Billable Amount field on the Call or Call
Time Entry record.
Depending on your selection in the Preference Hierarchy, the fields for your Order
Detail Groups appear at the end of the detail grid.
See Also
Entering Service Contracts
Entering a Service Order
Entering Call Information
Attaching Adjustment Schedules to Contracts, Service Orders, and Calls
After you completed the setup tasks associated with advanced pricing, you can apply an
adjustment schedule to a customer service contract, service order, or call.
Topics
•
Attaching an adjustment schedule to a customer record
433
•
Attaching an adjustment schedule to a service provider record
•
Activating an adjustment schedule for a contract
•
Activating an adjustment schedule for a service order
•
Activating an adjustment schedule for a call
See Also
Setting Up Customers and Service Providers
Entering Service Contracts
Entering a Service Order
Entering Call Information
►
To attach an adjustment schedule to a customer record
From the Customer Service Setup menu (G1740), choose Address Book Revisions.
1. On Work With Addresses, click Find to display, then choose the customer record and
click Select.
2. On Address Book Revision, choose CSMS from the Form menu.
3. On Working With Customer Service Management Information, choose the
information type record for the customer and click Select.
4. On Customer Information Revisions, complete one of the following fields to attach a
schedule to a contract, service order, or call. Then click OK.
►
•
Contracts
•
Service Orders
•
Calls
To attach an adjustment schedule to a service provider record
From the Customer Service Setup menu (G1740), choose Address Book Revisions.
1. On Work With Addresses, click Find, then choose the address book record for the
service provider and click Select.
2. On Address Book Revision, choose CSMS from the Form menu.
3. On Working With Customer Service Management Information, choose the
information type record for the service provider and click Select.
4. On Service Provider Revisions, click the Adjustment Schedules tab.
5. Complete the following field and click OK:
•
►
Claims
To activate an adjustment schedule for a contract
From the Daily Service Contract Processing menu (G1714), choose Service Contract
Detail.
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If you have attached an adjustment schedule to the customer, the system retrieves the
adjustment as the default value in the contract. You can override the default value in the
contract.
1. On Work With Contracts, click Find first, then choose the contract and click Select.
2. On Contract Revisions, complete the following fields and then click OK:
►
•
Advanced Pricing
•
Adjustment Schedule
To activate an adjustment schedule for a service order
From the Daily Service Order Processing menu (G1712), choose Service Order Entry.
If you have attached an adjustment schedule to the customer, the system retrieves the
adjustment as the default value in the service order. You can override the default value in the
service order.
1. On Work with Service Orders, click Find, then choose the service order and choose
Parts List from the Row menu.
2. On Service Order Parts List, complete the following fields if necessary and click OK:
•
Bill Adj. Schedule
The system retrieves this value from the CSMS Customer information in Address
Book.
•
Pay Adj. Schedule
The system retrieves this value from the CSMS Service Provider information in
Address Book.
►
To activate an adjustment schedule for a call
From the Daily Call Processing menu (G1713), choose Call Entry.
Note
You must enable the Billing for Calls processing option in order to activate adjustment
schedules for calls.
If you have attached an adjustment schedule to the customer, the system retrieves the
adjustment as the default value in the call. You can override the default value in the call.
1. On Work With Calls, click Find, then choose the call and click Select.
2. From the Form menu on Customer Call Entry, choose Billing, then Billing Information.
3. On Billing Information, click the Pricing Info tab.
4. Complete the following field (Adjustment Schedule):
•
Calls
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Billing for CSMS
Customer Service Management uses the same billing programs as the Service Billing
system.
Before you can complete the billing process for CSMS, you must generate any of the
following workfiles:
•
For contracts, the Service Contract Workfile (R1732)
•
For service orders, the Service Order Workfile (R1775)
•
For calls, the Call Workfile (R17675)
The system gathers the corresponding records that are eligible for billing and creates Service
Billing Workfile records (F4812).
Topics
Generating the invoice workfile
Printing invoices
Working with A/R and G/L entries
Before You Begin
Generate the workfile for contracts, service orders, and calls.
See Also
•
Billing Contracts and Billing and Paying Service Orders for more information
•
Generating the Workfile in the Service Billing documentation for information about the
billing process
Generating the Invoice Workfile
From the Invoice Processing menu (G48S21), choose Invoice Generation.
After you generate the workfile, the system creates records in the Billing Detail Workfile
(F4812). When you run the Invoice Processing program, the system groups workfile
transactions and assign invoice numbers to records in the Billing Detail Workfile (F4812).
When you run the Invoice Processing program, the system creates pay item records and
invoice documents. Pay items are the billing lines that summarize one or more workfile
transactions. The pay items for a specific invoice make up the total amount of the invoice.
The system stores pay item information in the Invoice Summary Workfile (F4822). The
program also updates the workfile transaction records with the new invoice information and
the sequence and summarization key information.
After you run the Invoice Generation program, the system generates a report that includes
the following information:
•
Invoice number and related pay items
•
Totals by invoice
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•
Batch number
•
Any applicable tax information
•
Sequence and summarization code
Before You Begin
Generate workfile transactions.
Define the sequence and summarization of the invoice information.
If you want to print invoices during generation, define an invoice format. See
Understanding Invoice Format Revisions and Defining the Sequence and
Summarization in the Service Billing documentation.
Processing Options for Service Billing Invoice Generation (P48121)
Defaults
1. Document Type
Blank = Use document type from Billing Constants
2. G/L Date
Blank = Use system date
3. Invoice Date
Blank = Use system date
Select
1. Bill From Date
Blank = No From Date used
2. Bill Through Date
Blank = Use system date
Process
1. Invoice/Pay Item Structure Key (Required)
2. Invoice Journal Generation Version (R48131)
OR
3. Create A/R Entries Version (R48199)
Print
1. Invoice Print Version (R48504)
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Currency
1. Exchange Rate Date Basis
1 = Use invoice date (Default)
2 = Use G/L date
Printing Invoices
From the Invoice Processing menu (G48S21), choose Invoice Print.
After you generate and review invoices, you can print invoices for your customers.
Processing Options for Invoice Print Selection (P48504)
Select
1. Invoice Format Type (Required)
Print
1. Invoice Version UBE
AND
2. Invoice Version
OR
3. Invoice Format Name
Currency
1. Currency
Blank = Print monetary amounts in currency mode of invoice
0 = Print monetary amounts in domestic currency of invoice
1 = Print monetary amounts in foreign currency of invoice
Working with A/R and G/L Entries
You complete the billing process by creating the following journal entries related to a batch of
invoices:
•
The credit for the account that you specify in the distribution AAIs (automatic
accounting instructions) which you define for your system. The system stores the
credit entry temporarily in the Compressed Journal Entries (F489111).
•
The debit for the account that you specify in the G/L offset rules (accounting AAIs)
which you define for your system. This AAI is RC (Accounts Receivable Class) in the
Chart of Accounts AAIs. The system stores the debit entry in the Invoice Summary
Workfile (F4822).
J.D. Edwards strongly recommends that you create and carefully review preliminary G/L
entries before you create the final entries that post to the general ledger. If you post out-ofbalance records to the general ledger, the only way to correct these balances is to void and
regenerate the invoice.
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Topics
Creating preliminary A/R and G/L entries
Reviewing preliminary A/R and G/L entries
Creating final A/R and G/L entries
Reviewing and posting journal entries
Before You Begin
Generate invoices
Creating Preliminary A/R and G/L Entries
You complete the billing process by creating journal entries. You first create preliminary A/R
and G/L entries. When you create the entries, the system prints the Invoice Journal
Generation report. You can also set a processing option to print the Service Billing Journal
Register. You should carefully review these reports to ensure that you do not create final
journal entries that create out-of-balance records in the general ledger.
When you run Invoice Journal Generation, the system:
•
Creates preliminary journal entries from the transactions in the Billing Workfile. The
distribution AAIs define which accounts the system assigns to the credit side of the
journal entries.
•
Updates the batch status description for the batch.
•
Prints the Invoice Journal Generation report with accounting rule information and
journal entry detail.
•
Compresses the detail journal workfile information and stores it temporarily in the
Compressed Journal Entries (F48911).
•
Prints the Service Billing Journal Register with the compressed information as a
summary of the journal entry detail.
See Also
Printing Invoices Manually in the Service Billing documentation for information about
locating a batch of invoices
►
To create preliminary A/R and G/L entries
From the Invoice Processing menu (G48S21), choose Batch Review.
1. On Work With Batches, locate your batch of invoices.
2. Choose the batch and choose Journal Generation from the Row menu.
Reviewing Preliminary A/R and G/L Entries
From the Invoice Processing menu (G48S21), choose Batch Review.
When the system creates preliminary A/R and G/L entries, you can review the batch status
on Batch Review to determine whether the entries were generated with errors. To verify the
information for the general ledger journal before you create the final A/R and G/L entries, you
can review the following reports:
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•
Invoice Journal Generation Report, to review the detail of all cost transactions that
make up the pay items for your invoices, and the accounting rules for the
transactions
•
Billing Journal Register, to review journal entry details summarized by business unit,
object, subsidiary, and subledger
Review the Billing Journal Register first for errors and warnings. You can also run the Billing
Journal Register to print additional copies of the journal register after you have created
preliminary G/L entries.
If you find errors on the reports, you do not always need to delete the batch and regenerate
the invoices. Once you identify the errors, you can correct them and run Invoice Journal
Generation again. Common errors include:
•
Incorrect dates or invalid accounts related to the general ledger
Creating Final A/R and G/L Entries
You complete the billing process within the billing system when you create the final A/R and
G/L entries. To complete the overall invoice process, you then post the journal entries to the
general ledger and accounts receivable.
When you create final A/R and G/L entries for a batch of invoices, the system:
•
Changes the journal status for the related workfile transactions
•
Moves the transactions out of the active Billing Workfile table (F4812) and into the
Billing Workfile - History table (F4812H)
•
Removes the batch header number for the invoice journals
•
Deletes the records in the Detail Journal Workfile and Compressed Journal Workfile
When you create A/R and G/L entries, the system displays processing options before
submitting the job for processing. Use the processing options to specify the batch of invoices
for which you want to create entries.
Caution
Before you create final A/R and G/L entries, ensure that the invoice amounts and journal
transactions are correct. To make any changes after you create A/R and G/L entries, you
must either void the invoices or create an adjusting invoice batch.
See Also
Printing Invoices Manually in the Service Billing documentation for information about
locating a batch of invoices
►
To create final A/R and G/L entries
From the Invoice Processing menu (G48S21), choose Batch Review.
1. On Work With Batches, locate your batch of invoices.
2. Choose the batch and choose Create A/R from the Row menu.
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Processing Options for Create A/R Entries (P48199)
Default
1. Retainage Pay Status
Blank = Use 'H' to hold the retainage
2. Retainage Due Date
Blank = use the last day of the
century year
Versions
1. Invoice Journal Generation Version (R48131)
Blank = XJDE0001
2. A/R Batch Draft Version (R03B671)
Blank = XJDE0007
3. Journal Edit Register Version (R48300)
Blank = XJDE0001
4. Automatic G/L Post Version - Invoice Batch (R09801)
Blank = No Auto Post
5. Automatic G/L Post Version - G/L Batch (R09801)
Blank = No Auto Post
Batch Approval
1. Invoice Batch Approval
Blank = A/R Constant Default
1 = Approved
2. G/L Batch Approval
Blank = G/A Constant Default
1 = Approved
Reviewing Preliminary A/P and G/L Entries
From the Voucher Processing - CSMS Only menu (G48S23), choose Batch Review and
locate your batch.
When the system creates preliminary A/P and G/L entries, you can review the batch status
on Batch Review to determine whether the entries were generated with errors. Based on the
processing options for Journal Generation, you can review the following reports to verify the
information for the general ledger journal before you create the final A/P and G/L entries:
•
Journal Generation Report, to review the detail of all cost transactions that make up
the pay items for your vouchers, and the accounting rules for the transactions
•
Journal Edit Register, to review journal entry details summarized by business unit,
object, subsidiary, and subledger
Review the Journal Edit Register first for errors and warnings. You can also run the Journal
Edit Register to print additional copies of the journal register after you have created
preliminary G/L entries.
Use the Journal Generation Report to locate errors. If you find errors on the reports, you do
not always need to delete the batch and regenerate the vouchers. Once you identify the
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errors, you can correct them and run Voucher Journal Generation again. Common errors
might include incorrect dates or invalid accounts related to the general ledger.
Reviewing and Posting Journal Entries
From the Invoice Processing menu (G48S21), choose Post Invoices to G/L.
After you create the final A/R and G/L entries, you complete the overall billing process by
reviewing, approving, and posting the journal entries.
The journal review and post programs are the same programs that you use in the Accounts
Receivable and General Accounting systems.
See Also
Working with Final Invoices in the Service Billing documentation
Reviewing Invoices in the Accounts Receivable documentation
Posting Invoices in the Accounts Receivable documentation
Voucher Processing for CSMS
Customer Service Management uses the billing programs from the Service Billing system as
the primary billing programs.
Before you can complete the voucher process for CSMS, you must generate a workfile.
When you run Service Order Workfile Generation, the system gathers the service orders that
are eligible for payment from the Work Order Parts List (F3111), the Parts List Extension
table (F31171), the Work Order Routing table (F3112), and Routing Instructions Extension
table (F31172) and then creates Service Billing Workfile records (F4812).
Topics
Billing for CSMS includes the following tasks:
Generating the voucher workfile
Working with A/P and G/L entries
Generating the Voucher Workfile
From the Voucher Processing - CSMS Only menu (G48S23), choose Voucher
Generation.
Run the Voucher Generation program (R48122) to group workfile transactions and assign
voucher numbers.
When you run the Voucher Generation program, the system creates pay item records. Pay
items are the payable lines that summarize one or more workfile transactions. The pay items
for a specific voucher make up the total amount of the voucher. The system stores pay item
information in the Voucher Summary Workfile (F4823). The program also updates the
workfile transaction records with the new voucher information.
After you run the Voucher Generation program, the system generates a report that includes
the following information:
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•
Voucher number and related pay items
•
Totals by voucher
•
Batch number
•
Any applicable tax information
Before You Begin
Generate workfile transactions.
Working with A/P and G/L Entries
J.D. Edwards strongly recommends that you create and carefully review preliminary G/L
entries before you create the final entries that post to the general ledger. If you post out of
balance records to the general ledger, the only way to correct these balances is to void and
regenerate the voucher.
Topics
Creating preliminary A/P and G/L entries
Reviewing preliminary A/P and G/L entries
Creating final A/P and G/L entries
Reviewing and posting journal entries
Before You Begin
Generate vouchers
Creating Preliminary A/P and G/L Entries
From the Voucher Processing - CSMS Only menu (G48S23), choose Batch Review.
Locate and choose your voucher batch, and choose Journal Generation from the Row
menu.
You complete the voucher process by creating journal entries. You first create preliminary
A/P and G/L entries. When you run the Journal Generation program (R48131), the system
creates the preliminary entries and prints the Journal Generation report. You can also set a
processing option to print the Journal Edit Register. You should carefully review these reports
to ensure that you do not create final journal entries that create out-of-balance records in the
general ledger.
When you run Journal Generation, the system:
•
Creates preliminary journal entries from the transactions in the Billing Workfile.
•
Updates the batch status description for the batch.
•
Prints the Journal Generation report with accounting rule information and journal
entry detail.
•
Compresses the detail journal workfile information and stores it temporarily in the
Compressed Journal Entries (F489111).
•
Prints the Service Billing Journal Edit Register with the compressed information as a
summary of the journal entry detail.
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Creating Final A/P and G/L Entries
From the Voucher Processing - CSMS Only menu (G48S23), choose Batch Review.
Locate and choose your batch, and choose Create A/P from the Row menu.
You complete the voucher process when you create the final A/P and G/L entries. After you
create A/P entries, you then post the journal entries to the general ledger and accounts
payable ledger.
When you create final A/P and G/L entries for a batch of vouchers, the system:
•
Changes the journal status for the related workfile transactions
•
Moves the transactions out of the active Billing Workfile table (F4812) and into the
Billing Workfile - History table (F4812H)
•
Removes the batch header number for the voucher journals
•
Deletes the records in the Detail Journal Workfile and Compressed Journal Workfile
When you create final entries, the system displays processing options before submitting the
job for processing.
Reviewing and Posting Journal Entries
From the Voucher Processing menu (G48S23), choose Post Vouchers to G/L.
Alternatively, choose Voucher Journal Review from the Voucher Processing menu (G48S23).
Locate and choose your batch, and choose Post by Batch from the Row menu.
After you create the final A/P and G/L entries, you complete the overall payment process by
reviewing, approving, and posting the journal entries.
The journal review and post programs are the same programs that you use in the Accounts
Payable and General Accounting systems.
See Also
Creating Final Voucher Journal Entries in the Service Billing documentation
Reviewing Vouchers in the Accounts Payable documentation
Posting Vouchers in the Accounts Payable documentation
Working with Prepayments
To track your customer's payments that are made up-front, you can use prepayment
processing. Customers can prepay by using cash, check, or credit card. If a customer has
already paid for a service contract or service order, the invoice reflects that the contract or
service order has been prepaid.
There are two types of prepayment transactions:
Two-party
prepayment
Two-party prepayments are typically cash or check transactions that occur between you
and your customer. When an order is prepaid with cash or a check, the system indicates
the prepayment form, transaction, and total on the invoice.
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Three-party
prepayment
Three-party prepayments are typically credit card transactions that occur between you,
your customer, and the credit card company.
In the system, the transaction is an electronic transmission of transaction information
between your bank, the credit card company, and the credit card processor.
The prepayment processing system provides an interface between OneWorld applications
and a seller's designated credit card processor. With the prepayment processing system, you
can integrate credit card authorizations and final settlements with your business processes.
For three-party payment transactions, J.D. Edwards does not provide middleware or credit
card transaction processors. In order to complete credit card prepayment processes, you
must select a credit card processor, a third-party vendor, or a middleware solution with which
you can transmit information between OneWorld, the credit card company, and your bank.
Topics
Authorizing prepayment transactions
Working with prepayment transactions
Settling prepayment transactions
Running the A/R Draft Collection for Prepayments program
Reviewing prepayment journal entries
Running the Prepayment Transaction report
See Also
Setting Up Prepayment Processing in the Sales Order Management documentation
for information about setting up status flow, prepayment types, and authorization and
settlement codes
Creating Contract Prepayment Transactions
Creating Service Order Prepayment Transactions
Authorizing Prepayment Transactions
From the Prepayment Processing menu (G1726), choose Authorize Prepayment
Transactions.
When you enter a prepayment on a service order or contract, you capture the customer's
credit card transaction information and transmit the order amount through your middleware
solution, a credit card processor. The processor then checks the cardholder's accounts for
available funds and places a hold equivalent to the prepayment amount on the customer's
credit line. The credit card processor then returns the authorization code to you.
When you run the transaction authorization program, the system reads over the transaction
table and groups into a batch all of the prepayment transactions that are at Ready to
Authorize status. The system assigns each batch a number, and each transaction within the
batch has the Batch Number field on the Prepayment Transaction table. If the authorization is
successful, the system updates the status of the transactions in the Prepayment Transaction
table.
When the batch is settled, the system updates the Batch Header record and the individual
prepayment transaction records to Authorized status. Settled transactions are not eligible for
changes and updates.
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Processing Options for Work with Prepayment Processing information
(P004201)
Defaults
Enter the Next Status Override Code for:
1. Authorized Lines
Holds
1. Authorization Hold for Prepayment Processing
Working with Prepayment Transactions
After you enter a prepayment for a contract or service order, you can access the Prepayment
Transaction Revisions program to enter check number or credit card information. The system
retrieves the order amount, plus the calculated taxes as the prepayment amount. When you
enter prepayment information, the system creates a record in the Prepayment Transaction
table.
You can review prepayment status for a particular customer or status.
►
To work with prepayment transactions
From the Prepayment Processing menu (G1726), choose Work with Prepayment
Transaction.
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1. On Work with Prepayment Transactions, to locate prepayment transactions,
complete the following fields and click Find:
•
Or Ty
•
Order Number
•
Ord Suf
•
Program ID
2. Select the transaction and choose Revisions from the Row menu.
3. On Prepayment Transaction Revisions, review the transaction information.
4. To manually update the prepayment status, complete the following field:
•
Prepayment Trans Status
Settling Prepayment Transactions
From the Prepayment Processing menu (G1726), choose Settle Prepayment
Transactions.
Final settlement occurs between you and the credit card company by way of your selected
middleware software solution. At this time, you transmit all authorized transactions to the
credit card processor who is requesting funds.
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For contracts, the transaction can be moved to settled status when the authorization is
received. For service orders, the transaction can be moved to settled status when the
approval is received.
When you run the transaction settlement program, the system reads over the the transaction
table and groups into a batch all of the prepayment transactions that are at Ready to Settle
status. The system assigns a number to each batch, and each transaction within the batch
has the Batch Number field on the Prepayment Transaction table.
When the batch is settled, the system updates the Batch Header record and the individual
prepayment transaction records to Settled status. Settled transactions are not eligible for
changes and updates. You can set up your processing options to purge all settled
transactions from the Prepayment Transaction History table.
Processing Options for Settle Prepayment Transactions (R004202)
Defaults
Enter a Next Status Override Code for:
1. Settled Lines
Holds
1. Settlement Hold for Prepayment Processing
Running the A/R Draft Collection for Prepayments Program
From the Prepayment Processing menu (G1726), choose A/R Draft Collection for
Prepayments.
After the settlement process occurs successfully, you can generate drafts for receivables
from the credit card company's bank.
Your bank collects the funds for the draft from the credit card company's bank on the due
date of the draft. On or after the due date, both you and the credit card company recognize
the transfer of cash. You update the status of the draft in your records to show that it has
been collected.
Some companies prefer to close the draft on the settlement date, while others wait until the
payment appears on the bank statement. Depending on your company policy, use the A/R
Draft Collection for Prepayments to do one of the following:
•
Run Status Update with Journal Entries on the draft due dates to create journal
entries.
•
Run Status Update without Journal Entries on the draft due dates using a pay status
code of something other than P (paid). After you verify that payments have been
collected, run Status Update with Journal Entries.
Additionally, the credit card company might assess fees for authorizations. You account for
all fees by creating a separate journal entry in the Journal Entries Fee program (P0911).
You can run the batch process in either proof or final mode.
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Proof
mode
Final
mode
In proof mode, the system:
•
Selects drafts with a remitted to bank status, that is, drafts that have been remitted but not
yet collected.
•
Prints a report that shows the drafts to be updated. It shows all drafts that have a payment
status of G (drafts deposited not due) with a due date that you specify in a processing
option.
In final mode, the system works in the same way as proof mode except that it also:
•
Changes the pay status of drafts to P (paid) or to another value that you choose.
•
Closes your drafts and creates a journal entry to debit a cash account and credit drafts
remitted.
•
Clears the account of drafts created with a contingent liability.
The process updates records in the A/R Ledger, Receipts Register, and Receipts Application
Detail tables, and creates records in the Receipts Application Detail table.
Processing Options for A/R Draft Collection (R03B680)
Proof / Final
1. Enter a '1' to run in the Final Mode. Default of blank will print the report only.
As Of Date
2. Enter the "As of" date to process.
All drafts due on or before this date
will be processed. If left blank,
the current system date will be used.
G/L Date
3. Enter the G/L date for the Journal
Entries. If left blank, the system
date will be used.
4. Enter a '1' to calculate the G/L Date
by adding the Float Days for the
bank account to the Net Due Date.
Leave blank to use the option above to calculate GL Date
5. Enter a "1", if you want to calculate G/L Date entering Float days and to select drafts by pay
instruments. If you use this option, all of the option above will be ignored.
6.Enter number of float days to add the the Drafts Due Date to calculate G/L Date.If you select option
above, you must enter number of float days.
7.Enter payment instrument type to select drafts by Pay Instruments. If option '5' is selected, you must
enter a valid Pay Instruments Type.
Payment Instrument
Pay Status
8. Enter the Pay Status to update the
the draft records. If left blank,
the pay status will be updated with
'P' (Paid).
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Pay Status Code
9. Enter a '1' to update the pay status of the draft in the Journal Ledger File without closing the Drafts. A
blank would close the Draft.
Exchange Rate
10. Enter the currency exchange rate to be used. This rate is between the currency being processed
and the currency of the bank account. If left blank, the rate will be derived from the exchange rate
information.
(***Effective only if draft has been remitted without Contingent Liability***)
Exchange Rate Override
Reviewing Prepayment Journal Entries
From the Prepayment Processing menu (G1726), choose Journal Entries.
After you create the final prepayment journal entries, you complete the overall billing process
by reviewing, approving, and posting the journal entries.
The journal review and post programs are the same programs that you use in the General
Accounting system.
See Also
About Basic Journal Entry Processing in the General Accounting documentation
Running the Prepayment Transaction Report
From the Prepayment Processing menu (G1726), choose Prepayment Transaction
Report.
When you run the Prepayment Transaction Report, you can determine the statuses of your
transactions. Based on your data selection, you can view prepayments that are authorized
but not settled, or transactions that are in error.
Processing Options for Prepayment Transaction Report (R004203)
Purge
1. Purge Prepayment Transactions
Blank = Prepayment transactions will
not be purged.
'1' = Settled Prepayment
Transactions will be purged.
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Vertex Quantum for Sales and Use Tax
If your company wants to apply sales taxes automatically, you can use the Vertex Quantum
for Sales and Use Tax system (Quantum) with the following J.D. Edwards systems:
•
General Accounting
•
Accounts Receivable
•
Accounts Payable
•
Sales Order Management
•
Procurement
•
Customer Service Management System (CSMS)
•
Contract Billing
•
Service Billing
Caution
If you are using the J.D. Edwards Payroll system, you are required to use the Quantum for
Payroll Tax System. See Setting Up Tax Information in the Payroll Guide.
For further information about the J.D. Edwards interface to the Vertex Quantum software, see
the Knowledge Garden.
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