Dashboard

Pending Service

1524

1535

Pending Service

Module: Account Management

Overview

Use the Pending Service tab to enter non-urgent service issues for an installation. Option sv054 determines how SBN handles the pending service entries. When this option is on, SBN adds all items from the Pending Service tab to the next created service ticket. When sv054 is off, SBN creates separate service tickets for the pending entries the next time a user enters a new service ticket for the same CID on the selected installation.

This document covers the following topics:

Navigating to Pending Service

The Pending Service Tab

Viewing a Pending Entry

Creating a New Pending Entry

Changing a Pending Entry

Deleting a Pending Entry

Navigating to Pending Service

Use the following steps to navigate to the Pending Service tab:

1. From the main SBN toolbar, select Menu.

2. From the drop-down menu, select Go To.

3. In the Go To Program dialog box, type in "559" and press Enter.

w Data Entry Master and Basics opens.

4. Choose the Pending Service tab in the lower pane of Data Entry.

The Pending Service Tab

The following graphic shows the Pending Service tab with requests displayed.

Column Descriptions

The following table describes the columns used in the upper pane of the Pending Service tab.

Column	Description
Index	The order in which users created the pending entries.
Pending	If this column displays an X, the entry is pending and has not been associated with a service ticket. If this column is blank, SBN has associated the entry with a service ticket, and you can no longer change it.
CID	CID of the selected installation to which the entry applies. If this entry applies to all CIDs on the installation, this column displays a %.
UserID	ID of the user who created or changed the entry.
Change Date	Date on which the user created or changed the entry.
Change Time	Time at which the user created or changed the entry.
Call Type	Reason the customer called about this installation.
Problem Code	Code to define the problem covered in this service entry.
Problem Item	Item code for the item that is problematic.
Problem Zone	Zone that is problematic.
Area	Designated area within a zone that is problematic.
Code	Zone code that is problematic.
Description	Detailed description of the service needed.

Field Descriptions

The following table describes the fields used in the lower pane of the Pending Service tab.

Column	Description
CID	Select the CID to which the problem applies. If the problem applies to all CIDs associated with the installation, select the % from the drop-down menu.
Service Ticket #	When you create a service ticket for this CID, SBN creates a separate service ticket (based on option sv054) that includes the pending entries from this tab and enters the number of that service ticket in this field. Once SBN associates a pending entry with a service ticket, you may no longer change that pending entry.
Call	Select the code that defines the reason the customer called. (This menu originates from program #1524.)
Code	Select the code that defines the nature of the problem. (This menu originates from program #1522.)
Item Code	Select the code of the item that is problematic. (This menu originates from program #1535.)
Zone	Select the zone in which the problem occurred.
Created By	ID of the user who created the pending entry.
Date Created (No label)	Date on which the user created the pending entry.
Time (No label)	Time at which the user created the pending entry.
Changed By	ID of the user who changed the pending entry.
Date Changed (No label)	Date on which the user changed the pending entry.
Time (No label)	Time at which the user changed the pending entry.
Description	Enter a description of the service needed.

Viewing a Pending Entry

You can view the details of a pending service entry in the fields in the bottom pane.

Use the following steps to view the details of an entry:

1. Select the entry for which you want to view details.

2. Double-click your selection or choose Get.

w SBN displays the details of the selected pending entry in the fields.

Creating a New Pending Entry

You can create a new non-urgent service request.

Use the following steps to add a new entry:

1. Choose New.

w Some of the fields in the lower pane open.

2. Complete the CID field. Complete the remaining fields, as needed.

3. Choose Save.

w SBN adds the entry to the list of pending entries.

Changing a Pending Entry

You can change a pending service entry if the customer calls in with different details for the problem. However, once SBN associates a pending entry with a service ticket, you may no longer change that entry. If you attempt to change an entry associated with a service ticket, SBN displays a message: "Activity no longer pending."

Use the following steps to change the details of an entry:

1. Select the entry you want to change.

2. Choose Change.

w Some fields open for changes.

3. Enter changes, as needed.

4. Choose Save.

Deleting a Pending Entry

If a customer calls to cancel the non-urgent service entry before it is associated with a service ticket, you can delete the pending entry.

Use the following steps to delete an entry:

1. Select the entry you want to delete.

2. Choose Delete.

w A Confirmation dialog box appears: "Are you sure?"

3. Choose Yes.

w SBN deletes the selected entry from the Pending Service tab.

Related Programs

The following table lists programs related to the Pending Service tab.

Program	Number	Document Link	Description
Data Entry Master and Basics	559	Data Entry Master and Basics	Program from which you can access the Pending Service tab. Access customer installation records associated with entries.
Service Call Types	1524	Service Call Types	Define types of service calls for the Call drop-down menu.
Service Problem Codes	1522	Service Problem Codes	Define types of service problems for the Code drop-down menu.
Items	1535	Items	Define items for the Item Code drop-down menu.
Service Log Tab	N/A	Service Log	Maintain all service tickets for an installation. SBN creates service tickets for pending service entries, based on option sv054.

Button Functions

The following table displays the buttons, describes the shortcut keys, actions, and functionality.

Button	Name	Shortcut Key	Action	Description
	Get Record	Alt+F1	559/491	View details of pending entry.
	Change Record	F2	559/492	Change selected service entry.
	New record	F3	559/493	Create new pending service entry.
	Delete Record	shift+F10	559/494	Delete selected entry.
	Previous Record	F4	559	View previous record.
	Next Record	F5	559	View next record.
	Exit	Esc	559	Exit without saving.
	Save	Enter	559	Save existing record.