Creating service codes

Service problem codes identify requests, concerns, or problems that customers frequently experience. Create service problem codes that are specific to your customer needs. With any call type your employee can enter a specific service problem code to provide reporting on frequency of that type of call. The service problem code may also contain all the information needed to create a work order.

To create service problem codes:

  1. Select Operations > Setup > Service Codes.
  2. Click New Record.
  3. Specify this information:
    Organization
    Specify the organization to which the service problem code belongs if you use multi-organization security.
    Service Code
    Specify a unique code identifying the service problem, and then enter a description of the service problem code in the adjacent field.
    WO Type
    Select a type of work order to create for the service problem code.
    Standard WO
    Specify the standard work order with which to associate the service problem code.
    Priority
    Select the priority for work orders created from this service problem code.
    Class
    Specify the class with which to associate the service problem code.
    Equipment
    Specify the equipment to associate with the service problem code.
    Note:  Equipment can also be selected on the Call Center form or GIS map when processing an action request.
    Out of Service
    Select if the service problem code is not used.
    WO Class
    Specify the work order class with which to associate the service problem code.
    Temporary Fix Turnaround
    Specify the amount of time it will take for the problem to be fixed temporarily by entering in an amount, and then select the unit of time.
    Permanent Fix Turnaround
    Specify the amount of time it will take for the problem to be fixed permanently by entering in an amount, and then select the unit of time.
    Note:  Temporary Fix Turnaround and Permanent Fix Turnaround are used to calculate promise dates on the Call Center form when Service Code is selected.
    Penalty Factor
    Specify the penalty factor with which to associate the service problem code.
    Equipment Usability
    Specify the code identifying the equipment's usability.
    Note:  Equipment Usability is used in penalty reports when penalty amounts depend upon equipment usability.
  4. Click Save Record.