Service Call Types
Service Call Types
Service Call Types
Program #: 1524
Module: System Administration
Overview
Use Service Call Types (program #1524) to define and maintain types of service calls. Menus of Service Call Types appear in the Service Log tab of Data Entry (program #559) and in several other programs throughout SBN.
To access this program, select Service Call Types (program #1524) from the main menu of SBN.
The Service Call Types Window
The following graphic shows Service Call Types as the program opens. The upper pane displays previously defined types of service calls.
Field/Column Descriptions
The following table describes the fields and columns used in the main window of Service Call Types.
Field/Column |
Description |
Call Types |
Abbreviation that identifies the selected service call type. |
Description |
Text description of the selected service call type. |
Source |
Code tells from what program the entry in the Communication Log originated. |
Communication Code |
Code that identifies the type of entry in the Communication Log. (This menu originates from program #1517.) |
Key 1 |
Company defined variable used for defining reports and searches. (This menu originates from program #1519.) O This menu appears in the user’s language |
Key 2 |
Company defined variable used for defining reports and searches. (This menu originates from program #1519.) O This menu appears in the user’s language. O If option ba234 is on, this key is indexed. Note: The drop-down menu selections in this field are limited by the selection in Key 1 |
Key 3 |
Company defined variable used for defining reports and searches. (This menu originates from program #1519.) O This menu appears in the user’s language. Note: The drop-down menu selections in this field are limited by the selection in Key 2. |
Key 4 |
Company defined variable used for defining reports and searches. (This menu originates from program #1519.) O This menu appears in the user’s language. Note: The drop-down menu selections in this field are limited by the selection in Key 3. |
Sent-To User ID |
User ID of the person the entry in the Communication Log was sent to for further action, if any. |
Send-To Department |
Department to which the entry in the Communication Log was sent to for further action, if any. (This menu originates from program #1590/28.) |
Using Common Functions
See the reference document Common Functions in SBN for more information.
Zooming into the Sublevel
The Service Call Types program contains a sublevel with two tabs:
The Call Types Details tab — in which you can link a selected type of service call to a list of problem codes when option ba122 is on.
You can improve the efficiency of the Customer Service module by carefully linking problem codes with service call types.
SLA calculations are based on 2 sets of fields (Row 1 set for Response, Row 2 set for Fix), with each set containing five fields: Hours, Days, Time, Exclude Weekends, and Months
Automatic calculation and population of these fields occurs only when the first row of the Service Status grid is created and contains both Call Type and Problem values, and if the response fields on the service ticket are blank.
Response and Fix SLA require independent calculations, but the same concept and field structure can be applied to each.
The Translations tab — in which you can attach multiple translations to service call types. The service call types then appear in SBN in the user’s language.
Note: Actions 1524/20-24 control access to the Translations tab and functions.
The Call Types Details Tab
When option ba122 is on, use the Call Types Details tab to link a selected type of service call to a list of problem codes. The following graphic shows the Call Types Details tab. The tab displays service problem codes previously attached to the selected service call type.
Field/Column Descriptions
The following table describes the fields and columns used in the Call Types Details tab.
Field/Column |
Description |
Abbr. |
Abbreviation that identifies the service problem code linked to the selected type of service call. |
Description |
Text description of the selected service problem code. |
Problem |
You may select a service problem code to link to the selected type of service call. (This menu originates from program #1522.) O You may link more than one service problem code to a type of service call. Choose Save Existing Record after you select each problem code. |
Response SLA |
|
SLA1 Days |
Standard numeric field for the days. The days are calculation based on the time the service ticket is created, plus any additional working days. |
SLA1 Hours |
Standard numeric field for the Hours. The In Date plus specified additional working hours. |
SLA1 Exclude |
Check box to exclude weekends. If the response falls within Saturday or Sunday the day will be pushed to Monday. |
SLA1 Months |
Standard numeric field for the months. The In Date plus specified additional working months. |
Fix SLA |
|
SLA2 Days |
Standard numeric field for the days. The days are calculation based on the time the service ticket is created, plus any additional working days. |
SLA2 Hours |
Standard numeric field for the Hours. The In Date plus specified additional working hours. |
SLA2 Exclude |
Check box to exclude weekends. If the response falls within Saturday or Sunday the day will be pushed to Monday. |
SLA2 Months |
Standard numeric field for the months. The In Date plus specified additional working months. |
Note: If the response falls on a day defined in program #1747 then the day will be pushed out to the next non-Holiday. This comparison will be dealer-restricted.
The Translations Tab
The following graphic shows the Translations tab. The tab displays translations previously attached to the selected service call type.
Field/Column Descriptions
The following table describes the fields and columns used in the Translations tab.
Field/Column |
Description |
Language Code |
Code that identifies the language of the associated translation. O Contact IBS before using language codes 11-17. |
Description |
Text description, in the associated language, of the selected service call type. |
Button Functions
The following table displays the buttons, describes the shortcut keys, actions, and functionality.
Button |
Name |
Shortcut Key |
Action |
Description |
|
Get |
ALT+F1 |
1524/ 1 |
Get record. |
|
Change |
F2 |
1524/ 2 |
Change selected record. |
|
New |
F3 |
15424/ 3 |
Create new record. |
|
Delete |
SHIFT+F10 |
1524/ 4 |
Delete selected record. |
|
Undelete |
ALT+F10 |
1524/ 5 |
Restore deleted record. |
|
CTRL+F8 |
1524/ 6 |
Print selected records. |
|
|
Copy |
SHIFT+F3 |
1524/ 999 |
Copy selected field. |
|
Zoom |
F10 |
1524/ 999 |
Zoom in/out of sublevel. |
|
Tear |
F7 |
1524/ 999 |
Display Language code for translations. |
|
Previous |
F4 |
1524/ 999 |
Select last record. |
|
Next |
F5 |
1524/ 999 |
Select next record. |
Modifications and Updates to Service Call Types
The following table lists modifications and updates to the Service Call Types document.
Mod Number |
Date |
Description |
n/a |
08/25/14 |
Images updated. |
08.88.11330, 07.88.25777, 08.88.11316, 07.88.25743 |
04/19/18 |
Source, Communication Code, Key 1-4, Sent-To User ID, and Sent-To Department fields added. With these fields, a user now has the ability to auto create a Communication Log when an SR is created. Images updated. |