Program Description
This is located in Billing File Maintenance File Setup Global File Maintenance (BI-3-1-18-10). The Service Call global files store groups of records that control or define the operating parameters of the Service module. These records are generally defined at the time of installation and rarely changed after that point. However, you can easily configure these fields in order to set up certain defaults and prompts in the system.
Rev 14 Changes
New fields have been added (70-81) :
Fields:
70. Exclude Hold Calls From EMT/CB Calc (Y/N)
This new field is used during Service Call Entry. When the program checks previous service calls to determine if the Emergency Threshold was reached or if the call is a call back, hold calls can now be excluded from the calculation. Hold calls were service calls that were put on hold for anything in which the call was completed and a new call was created. Prior to Revision 14, hold calls were included in the EMT calculation. There was code to exclude hold calls from CB calculation prior to Revision 14. However, the field that signified the call was a hold call was occasionally cleared when the service ticket was entered. Service Ticket Entry will no longer clear this field.
71. Exclude SH Calls From EMT/CB Calc (Y/N)
This new field is used during Service Call Entry. When the program checks previous service calls to determine if the Emergency Threshold was reached or if the call is a call back, calls with a call type of SH (shop) can now be excluded from the calculation. Prior to Revision 14, Shop calls were included in the calculation of EMT and CB.
72. Auto Reset Call Time On Hold Call When Do Not Create New Call (Y/N)
This new field is used when changing the status of a call in Technician Dispatching to anything starting with H and answer N to create a new call. If this field is set to Y for yes, the call date and time will be set to the current system date and time. If this field is set to N for no, the call date and time on the call will remain the same. Prior to Revision 14, the call date and time would remain the same.
73. Auto Reset Call Time When Change Status To Non-Hold Call (Y/N)
This new field is used when changing the status of a call in Technician Dispatching to a non-hold call. A non-hold call is one that has a status that starts with something other than H. If this is done, there is no option to create a new call. If this field is set to Y for yes, the call date and time of the service call will be changed to the current system date and time. If this field is set to N for no, the call date and time will remain the same. Prior to Revision 14, the call date and time remained the same.
74. Allow Cancellation Of Svc Call In Dispatch (Y/N)
The ability to cancel a service call from the Service Dispatch screen is now a Global option. Enter Y for yes, if operators are allowed to cancel a service call on the Service Dispatch screen. Enter N for no, if operators should not be able to cancel a service call on the Service Dispatch screen.
75. Write Call Date Into Shipping Date Of Invoice (Y/N)
Prior to Revision 14, when a chargeable service invoice is entered the Shipping Date of the invoice was blank, unless the operator overrode the field. There is now a Global option to have the Call Date write into the Shipping Date field of the invoice. Enter Y for yes if the Call Date should be used. Enter N for no if the call date should not write into the Shipping Date field.
76. Use T’ransaction Or C’ompletion Date For Date Of Invoice
When a chargeable service invoice is entered, there is now an option of using the Transaction Date that was entered at the Service Menu or the Completion Date of the service call for the Transaction Date of the invoice. Prior to Revision 14, the Completion Date of the service call was used.
77. Write ‘PM Due’ As Msg Line On Call If PM Is Due (Y/N)
In Revision 13, a change was made to Service Call Entry so if a PM (preventive maintenance) was due on a machine, a message line would be added to the Service Call that said “PM DUE”. This was not well received, therefore it is now a Global option. Enter Y for yes if a PM Due message should be added to the service call messages if a pm is due on the machine. Enter N for no if the PM Due message should not be added.
78. Display Only Customers With Machines In Call Entry (Y/N)
Prior to Revision 13, when doing alpha customer name search in Service Call Entry, all customers would display, even if they did not have any machines. In Revision 13, a change was made so that only customers that had at least one machine placed at the site would display. This was not well received, therefore it is now a Global option. Enter Y for yes if only customers that have machines should be displayed. Enter N for no if all customers should display.
79. Print Meter Info In Ticket Entry If CN Meter Is Due (Y/N)
During Service Ticket Entry, if the machine is on a contract, and the contract meter reading for that machine is either past due, or is close to being past due, there is now an option to have the machine information and meter reading entered print on a report during the Service Ticket Entry. Contract administrators and contract entry people can then use the printout to enter a meter reading on the machine. If this Global option is set to N, Service Ticket Entry will not print out a report if a contract meter is due to be entered. See documentation in Service Ticket Entry to see how the program determines if a contract meter reading is past due, or close to being due.
80. Number Of Days Past System Date For Meter Info In Ticket Entry
If field number 79 Print Meter Info In Ticket Entry If CN Meter Is Due (Y/N) is set to Y for yes, this field should contain the number of days to use to determine if the meter is close to being due. If the meter reading is due within this number of days from the system date the service ticket is being entered on, the meter is close to being due. You can also enter the number of days that you bill meter readings in advance. For example, if you bill your meter readings 21 days in advance, you may want to have 21 in this field.
81. Display Ship-To/Bill-To Cust No.During Alpha Search In Svc Call Entry (Y/N)
If Y for yes is entered at this prompt, when customers are displayed during alpha customer name search in Service Call Entry, there will be a second line displayed showing the Ship-To Customer Number and Bill-To Customer Number. If this field is set to N for no, the second line will not display. Prior to Revision 14, the second line did not display.
Rev 13 Changes
Click on a title below to view changes:
Fields were added to or changed in this control file, which are described below:
26. Code E'xclusion, Code I'nclusion Table Or N'either
This has been changed from Code Exclusion Table (Y/N) to Code E'xclusion, Code I'nclusion Table Or N'either. Exclusion will allow the operator to set up Reason Codes, Location Codes and Correction Codes that do not go with specific Problem Codes. Inclusion will allow the operator to set up Reason Codes, Location Codes, and Correction Codes that do go with specific Problem Codes. During Revision 13, if this field is set to Y, it will be converted to E.
48. Lockout Entering Service Calls For Machines On Inactive Contracts
Or Place Calls On H-Credit Status (Y/N/H)
Set to Y for prevention of Service Call Entry for machines with an inactive contract. Set to N to allow entry of the call for machines with an inactive contract. Set to H to allow entry of the call for the machines with an inactive contract, however change the call status to H-Credit when the call is entered.
54. Technician Qualification By Zip Code (Y/N)
Set this field to Y to have the option to assign a primary and secondary technician number based on the zip code of the customer and the ranking of the technician. Set to N to have the primary and secondary technician default based on the SERIALD file only as before this enhancement.
55. Mark Other Disp. Calls For Tech Next-IP When Dispatch New Call (Y/N)
If option is set to Y, a technician cannot be dispatched on two calls at the same time in Technician Dispatching. If an attempt is made to dispatch the technician on a second call, a warning message will be displayed if the operator accepts it. All other calls that are dispatched to the technician will have the status changed to NEXT-IP (In Progress). If option is set to N, the technician can be dispatched on more than one call.
56. Display Subtotals During Service Invoicing (Y/N)
Enter Y to have the invoice total, total tax and total amount of the invoice to display during Service Invoice Entry above the A'dd, C'hange, D'elete, E'nd prompt.
57. Skip Any Changes Question In Service Call Entry (Y/N)
When entering a service call, the prompt Any Changes (Y/N) displays when this global option is set to N. This prompt allows the user to make changes to the customer address on the screen. Actual file maintenance could be done on the customer at a later time to change the address information in the Customer file (CUSTD). If this global option is set to Y, the Any Changes (Y/N) prompt will be skipped.
58. In Svc Call Entry, Ask Credit Check Question After C’ustomer, After M’achine, B’oth Places, Or D’o Not Ask At All (Y/N)
When entering a service call, the Credit Check prompt is displayed in two places. The first place is after the customer is entered. The second place is after the machine information comes up. If this global field is set to B, this will still occur. If this global field is set to C, the Credit Check prompt will display only after the customer information comes up. If this global option is set to M, the Credit Check prompt will display only after the machine information is displayed. If this global field is set to D, then the Credit Check prompt will not come up at all.
59. Skip Meter Reading Question in Service Call Entry (Y/N)
When entering a service call, the program will prompt for Meter Reading if the machine is a metered machine (Y in the ITEM data file). If this global field is set to Y, the Meter Reading prompt will be skipped.
60. Skip Transfer To Credit Dept Question In Svc Call Entry (Y/N)
At the end of Service Call Entry, there is a prompt Transfer To Credit Department Y/N. If this prompt is answered Y, the call will go on the technician’s screen with H-CREDIT status. If this field is set to Y, this prompt will be skipped. If the feature below in field 62 is activated (to assign calls to credit technician automatically), the Transferring To Credit Dept prompt is skipped.
61. Skip Mileage And Vehicle No. In Ticket Entry (Y/N)
In Service Ticket Entry, the following prompts display: Beginning Miles, Ending Miles and Vehicle Number. If this global option is set to Y, these fields will be skipped. If the option is set to N, these fields will not be skipped.
62. Assign Past Due Customers To Credit Technician Number (Y/N)
If this field is set to Y and the customer that owns the machine is past due when the service call is entered, the call will automatically go to the technician number in field 64 (Enter credit technician number). There will be a message line created on the service call that displays Technician Number = XXXX. This is to let the credit person know which technician should get the call after the credit has been approved.
63. Treat A Customer With AR Balance Greater Than Limit As Past Due (Y/N)
This field works in conjunction with fields 62 and 63. Field 62 must be set to Y in order for this field to work, and a technician number must be entered in field 64.
64. Enter Credit Technician Number
If a technician number is entered and field 62 Assign Past Due Customers To Credit Technician Number (Y/N) is set to Y, and the customer that owns the machine is past-due, the call will automatically be assigned to this technician number. If field 63 Treat A Customer With AR Balance Greater Than Limit As Past Due (Y/N) is set to Y, and the customer that owns the machine has an AR Balance greater than the AR Limit (in CUSTD), the call will also automatically be assigned to this technician number.
65. Enter Password To Reassign Calls Off Of Credit Tech’s Screen
This field is used in conjunction with field 64 Credit Technician Number. This field stores a password that is needed to reassign a call from the Credit Technician’s Dispatch Screen (Tech number from field 64). If this password is blank, no password is needed to reassign a call from the Credit Technician’s screen.
66. Page Phone Number From C’ustomer Record Or S’erial Record
If paging is activated, there is now the option of selecting the phone number to page. Enter C to get the phone number from the Customer file (CUSTD) to be paged. Enter S to get the phone number from the Serial file (SERIALD) to be paged.
67. Display Accessories From A’ccessory File Or S’erial File
Prior to Revision 12, accessories were stored in the Accessory data file (SERACC.DT). With Revision 12, the ability was added to have accessories stored in the Serial file (SERIALD) and to specify the Host Item Number and Host Serial Number in Machine Placement. If this change has been added to your system, there is now the option to set this up in the global file by entering S. If the accessories have not been set up in the Serial file, then this field should be set to A. This global field will be used in Service Call Entry and Technician Dispatching so that the operator can inquire on machine accessories.
68. Print Invoice After Service Ticket Completion (Y/N)
If this field is set to Y, service invoicing will have an option to print the service invoice as soon as the operator enters the freight amount.
69. Walkabout Interface (Y/N)
This field will allow the Walkabout/LMS interface programs to run. This field does have a password in order to change it. The Walkabout Wireless Communication software is available for purchase. Please contact the LMS Sales Department for details. If this system is installed, an LMS support technician must dial up remotely to activate the system.
Listed below are changes in Service Call Control File Maintenance that affect changes made in Service Call Entry and other service programs:
54.Technician Qualification By Zip Code
If field 54 is set to Y, the primary and secondary technicians will display from the Technician Qualification table based on the item number and zip code by rank, date qualified, and tech number. To find the primary technician, the program will look for the technician that has the lowest rank number for that zip code and item. If there are duplicate low rank technicians qualified to work on this machine, the program will lock in the earliest qualified date technician number as the primary tech and the next tech number with the same rank and lesser qualified date as the secondary. A zero date qualified will be less than any other date with that same rank. If 2 or more technicians have the same rank, and same date qualified, the lowest tech number will be assigned as the primary tech and the next lowest tech number will be assigned as secondary. If the program finds a tech to qualify as primary tech and there are not any other techs qualified, the system will put the same tech number in both primary and secondary tech number fields. If the situation is not defined in the Technician Qualification (TQUAL.DT) file or only an unavailable tech is in the Technician Qualification file, the primary and secondary technician numbers will be used from the Serial file. If multiple ranked technicians are setup in the technician qualification file and if the lowest ranked tech is inactive, the next lowest ranked tech will be assigned as the primary tech. The program uses the zip code in the ship-to customer number (CUSTD).
If field 54 is set to N, the program will operate as it did prior to this update. The primary and secondary technicians will display from the Serial data file (SERIALD).
Support Notes
If the flag is set to Y and the qualification table is set up, then turned off, duplicates will show on the Q window. A program (Rev13 conversion program) was written to delete any duplicate keys in the TQUAL index. This will be used for customers that want to demo the feature and decide not to use it.
48.Lockout Entering Service Calls For Machines On Inactive Contracts Or Place Calls On H-Credit Status (Y/N/H)
If H is entered in this field, the system will allow the operator to enter a service call for the machine with the inactive contract. The status of this call will be H-Credit in Technician Dispatching.
If Y is entered in field 48, the system will not allow the operator to enter a service call for the machine with the inactive contract.
If N is entered in field 48, the system will allow the operator to enter a service call for the machine with the inactive contract, but the call will not be placed on H-Credit.
6. Days Between Calls For Call Backs
The call back indicator will be set by the Call Back by Days field when a service call is entered. A callback by days service call is defined when it is created in the Service Call Entry program. The system flags the call as a callback if it is within a specified number of days from the previously completed call. The number of callback days is set in the Serial, Global, and Item files. The program first looks at the Serial (SERIALD) data file (CN-3-1). If callback days are not available, it looks at the Item (ITEM) data file (BI-3-1-2, field 63). If callback days are not available, it looks at field 6 in Service Call Control File Maintenance.
Warning
Do not enter Service Call Control File Maintenance with operators logged into the Service module.
When entering the service call, the following message appears: Service History Indicates This is A Call Back
(Y/N/I). The operator must decide if this call is a callback by days. When the call is flagged to Y as a callback, the call type becomes CB. This is the follow-up call and F for follow-up is written to the Dispatch (DISP.DT) file in the Call Back Indicator field. The completed service call that is considered the original call has Y for yes written to the Dispatch data file in the Call Back Indicator field. The Callbacks (Recalls) Report uses the stored callback indicator to determine if a call is an original or a follow-up call for the call back by days.
35. Exclude CC Calls From EMT And CB Calculation (Y/N)
36. Exclude PM Calls From EMT And CB Calculation (Y/N)
Two call types may be excluded from being factored in as an original call and setting the new call as a callback. These are PM (preventative maintenance) and CC (courtesy call) types. With fields 35 and 36 set to Y, a completed call with either of these call types is never factored in as an original call that generates a callback on the service call being created. CU (custody) call and H- (hold) calls are never included.
57. Skip Any Changes Question In Service Call Entry (Y/N)
60. Skip Transfer To Credit Dept Question In Svc Call Entry (Y/N)
There are now global options 57 and 60 to skip some prompts while entering service calls in. The prompts in Service Call Entry are Any Changes and Transfer To Credit Department.
58. In Svc Call Entry, Ask Credit Check Question After C'ustomer, After M'achine, B'oth Places, Or D'o Not Ask At All
Prior to Revision 13, there was a prompt for Credit Check after the customer information was brought up and after the machine information was brought up. Now, based on global option 58, there is the ability to have this prompt display only after the customer information is displayed, only after the machine information is displayed, in both places, or not displayed at all.
62. Assign Past Due Customers To Credit Technician Number (Y/N)
63. Assign Customers With AR Bal.Greater Than Limit To Credit Tech Also (Y/N)
64. Enter Credit Technician Number
These new fields now give the user the ability to assign calls automatically to a credit technician number in which the customer is past due. If field 62 is set to Y, there needs to be a valid technician number in field 64. If field 63 is set to Y, field 62 also needs to be set to Y. Field 64 needs to have a valid technician number in order to activate fields 62 and 63.
When a service call is entered and automatically assigned to the credit
technician, the message Technician Number
= XXXX will be displayed. The technician number displayed will
be the technician number that was assigned by the dispatcher. This number
will be used by the credit person when the credit has been approved. The
call then needs to be reassigned to the valid technician to do the work.
66. Page Phone Number From C'ustomer Record Or S'erial Record
There is now the ability to page phone number from the Customer file (CUSTD) or the Serial file (SERIALD) based on global option 66. If the phone number it needs to page is blank, it will use the phone number from the other file. This logic is just in the standard areas of the program. If an individual customer has customized paging code, this change will not go into effect.
67. Display Accessories From A'ccessory File Or S'erial File
If this new field is set to A, the program will work like it has before by using the Accessory File (SERACC.DT). If the global is set to S, it will use the Serial file and print any accessories that have a Host Item and Host Serial Number equal to the machine for the call being entered.
Technician Dispatching Changes
These global file changes are associated with the Technician Dispatching program:
55. Mark Other Disp. Calls For Tech Next-IP When Dispatch New Call (Y/N)
Global option 55 was added. If this field is set to Y, the program will search to see if a technician is dispatched on any other call when a call is dispatched to that technician. If so, the message The Tech Is Dispatched On A Different Call Continue (Y/N) will display. If N is entered, the call will not be dispatched. If Y is entered, the call will be dispatched and all other calls that are currently dispatched for that technician will have their status changed to NEXT-IP (IP=In Progress). If a dispatcher reassigns a call that is already dispatched to a technician that is dispatched on another call, the status is not changed.
64. Enter Credit Technician Number
65. Enter Password To Reassign Calls Off Of Credit Tech's Screen
Global options 64 and 65 were added. In order to reassign a call from that technician number’s screen, the password listed in field 65 must be entered. If the password is blank, then no password needs to be entered.
67. Display Accessories From A’ccessory File, Or S’erial File
This field was added. Prior to Revision 12, accessories were stored in the Accessory File (SERACC.DT). With Revision 13, accessories can be stored in the Serial file (SERIALD). Host Item Number and Host Serial Number were added to the Serial file to accommodate this. If this is set to A, the program will use the Accessory File (SERACC.DT) as before. If it is set to S, it will use the Serial file and print any accessories that have a Host Item and Host Serial Number equal to the machine the call is on. Also, there is the ability to enter N for next and P for previous for better viewing.