Service Call Entry (SDDE001A) (SDDE001B) (SDDE001C) (SDDE001D) (SDDE001G) (SDDE001M) (SDDE001P) (SDDE001Q)

 

Service Call Entry is found on the Service Data Entry menu, 1-1.  Following is a brief summary of the changes to Service Call Entry included with Revision 12.

 

Additional methods of determining whether a customer has past due Accounts Receivable upon entry of a service call have been added.  These involve checking only for past due invoices that are assigned from the actual contract billing invoices of the selected machine that is entered on the service call.  Also, there is a new option that allows the ability to print out past due invoices if the account is flagged as "Past Due".

 

A new Global File option has been added to the Service Control File.  This option provides the ability to display the name and number of the technician that is assigned as the original technician on a callback service call.  Thus as a callback service call is being created, the original technician can be displayed.  The purpose of this is to aid the dispatcher in who to assign the new call to.

 

A meter reading can be entered during the entry of the service call.  When a meter reading is entered, the program now calculates if a PM, preventative maintenance call, is due on the machine.  A message is displayed.  The PM parameters that are defined for the machine are used.  This includes a PM by copies, time, and PM due month.

 

A global option to display if there is a current active call on the selected machine is available in Service Call Entry.  One service call would display.  With Revision 12, this has been expanded to list up to 6 active service calls if they exist.  Also new is a new active call index.  This should speed up the display of the active calls.

 

Internal changes were made to incorporate the new record length of the Item and Serial File.  Service history displays the four decimal cost and price of the parts as this is the unit cost and price.  Twenty characters of the Serial File contact name display.

 

When a call is paged through Service Call Entry, the phone number is sent through the page.  The phone number now is the phone number that is stored in the Serial File rather than the ship-to customer number from the Customer File.  The Serial File phone number is stored in fields 28 and 29 in Machine Placement.  If there is no phone number in the Serial File, the phone number of the ship-to customer stored in field 8 in Customer File Maintenance is used.

 

 

 

Introduction  (Contd)

 

A global option is now available to allow for service call lockout on all machines with inactive contracts.  If an item/serial number with an inactive contract is selected during service call entry, a call can not be created for that machine.  The message Contract No. #### Is Inactive.  Entry Of A Service Call Is Not Allowed.  Press CR To Continue displays.  The cursor returns to the Cust prompt of service call entry.

 

After the item and serial number are displayed during service call entry, the system finds any available coupons for the machine in addition to any available coupons for the customer.  If any coupons are available, a coupon inquiry is available.  This inquiry is only available if the coupon programs are activated at your site.  See page 158 - 165 of the Coupon manual for more information.

 

A new Global File option has been added to the Service Control File.  This option provides the ability to change the location information while entering a service call.  If the global field is set to yes, the cursor stops at the Location fields.  New locations can be input in either or both of the available spaces or the defaults can be accepted.  This information is written back to the Seriald File, printed on the service call log, and sent with a page.

 

A valid problem code must now be entered at the Machine Problem Code prompt during service call entry if the global code lockout feature is turned on.  If the global code lockout field is turned off, the entry does not have to be a problem code.  Also, a question mark (?) can now be entered at the Machine Problem Code prompt to perform a search of service codes.  If the code lockout option is turned on, only problem codes display.  If the option is turned off, all service codes display.  The list is sorted in code type/code order.

 

The default technician that displays in the Service Technician No. field during service call entry is the primary technician assigned to the machine.  If the primary technician is not available, the default service technician number is that of the secondary technician.  If the secondary is not available, the default technician number is zero.  If another technician number is entered, the system verifies that the technician is available.  If not, the Technician Is Not Available message displays, and the cursor returns to the Service Technician No. prompt.  A technician is considered unavailable if the 12 Technician Available (Y/N) field in the Sales Rep/Service Technician File (BI 3-1-5) is equal to N for no.  See page 230 of the Billing section for further instructions.

 

 

 

Introduction  (Contd)

 

A global option to display Call Date: and Call Time: prompts is now available in Service Call Entry.  The default information in the fields is the current system date and time.  This information can be overridden, if desired.  The call date and time is printed on the service call log and sent with a page.  This option works in accordance with the Time Offset feature.

 

A service call can be marked as a crisis situation during call entry.  If a service call is extremely urgent, enter C for crisis at the Do You Wish To Dispatch This Call (Yes, No, Crisis)  N prompt.  Crisis displays on the technicians service dispatch screen to alert the dispatcher of the calls urgent nature.

 

A new field is now stored in the Dispatch File.  This is a Yes or a No for has the service ticket been entered.  Prior to Revision 12 this was determined by a time being in the arrival time field.  When a call is created, a N for no is written into the field.  When doing service history or prior call inquiries, the necessary changes have been made to use the new field instead of the arrival time to determine if the ticket has been input.

 

Past Due in Service Call Entry

 

 

Introduction

 

Prior to Revision 12, there were two possible methods to determine if a customer has past due Accounts Receivable upon the entry of a service call.  The first method was to check all Accounts Receivable invoices for both the Ship-To Customer Number and the Bill-To Customer Number.  If any invoice for either customer was over the number of days past due which is set in Global record 10, the Service Call Entry screen would flash "Past Due".  The second method was to check all Accounts Receivable for all contract invoices on both the Ship-To Customer Number and Bill-To Customer Number accounts.  The program determined if the Accounts Receivable was for a contract invoice by checking the primary item type field in the Accounts Receivable record.  If the primary item type in the Accounts Receivable record was equal to one of the three item types stored in Global record 8, the invoice was considered to be a contract invoice.  If any contract invoice for either customer was over the number of days past due which is defined in Global record 10, the Service Call Entry screen flashes "Past Due" and sets the past due flag.

 

There are now two additional methods available to determine if a customer has past due Account Receivable.  The first new method checks for all past due Accounts Receivable invoices for both the Ship-To and the Bill-To Customer Number.  In addition, if the machine is on a contract, the program also checks the contract's Bill-To Customer Numbers A/R account for past due contract invoices that are for that specific machine's contract.  The program verifies that the invoices are for the machine's contract number by checking for the contract number in the message line in the Invlid File.  This is the message that states the type of contract and contract number.  If any of these invoices are over the number of days past due which is defined in Global record 10, the Service Call Entry screen flashes "Past Due" and sets the past due flag.

 

The second new method checks only for past due Accounts Receivable for the serviced machine's contract on the contract's Bill-To Customer's A/R account.  This is a new Global File option.  The program verifies that the invoices are for the machine's contract number by checking for the contract number in the message line in the Invlid File.  This is the message that states the type of contract and contract number.  If any of these invoices are over the number of days past due which is set in Global record 10, the Service Call Entry screen flashes "Past Due" and sets the past due flag.  If the machine is not on a contract and the Global File is set to this method, the Accounts Receivable is not checked.

 

Past Due in  

 

 

Introduction  (Contd)

 

A new Global File option has been added to the Service Control File.  If activated, the dispatchers have an option to print out past due invoices if the account is flagged as "Past Due".  The printout includes the item number, serial number, contract number, customer number(s), and customer name(s).  It also includes detail on each past due invoice.  For each past due invoice, the invoice number, tac code, transaction date, amount of invoice, amount paid, balance, credit memo number, reference field, and date of last payment prints.

 

Past Due in  

 

 

Set Up

 

Two new fields have been added to the Service Control File, Global record 10.  Note:  No one should be logged into the Service Module while accessing the Service Control File, Global record 10.  The new fields are as follows.

 

44 Only Include Past Due Invoices Assigned To The Serviced Machine's Contract (Y/N)

45 Include Option To Print Out Past Due Invoices In Service Call Entry (Y/N)

 

 

Past Due in  

 

 

Set Up  (Contd)

 

Field number 44 works in conjunction with field number 8 in Global record 10, Past Due On C'ontract Invoices, Or A'll.  The days past due is defined in field 7, Days Past Due.

 

 

With the addition of field 44 in Global Record 10, there are now four possible methods that can be used to determine if the serviced machines customer A/R accounts have past due invoices.  The methods and results are as follows.

 

Method 1

 

Field number 8, Past Due On C'ontract Invoices, Or A'll, is set to A for all.

Field number 44, Past Due Invoices Assigned To The Serviced Machine's Contract (Y/N), is set to N for no.

 

Past Due in  

 

 

Set Up  (Contd)

 

The program checks all invoices not just contract invoices.  The program checks both the Ship-To and the Bill-To Customer Number's Accounts Receivable account for any past due invoices.  The Bill-To is defined in the Customer File.  An invoice is considered to be past due if it is not fully paid and the number of days from the invoice date to the transaction date entered off the menu is greater than the number of days past due which is defined in the Service Control File, Global record 10, field 7.  If at least one invoice is considered past due, the Service Call Entry screen flashes *Past Due*.  This method is the same as setting field 8 to an A for all prior to Revision 12.

 

Method 2

 

Field number 8, Past Due On C'ontract Invoices, Or A'll, is set to C.

Field number 44, Past Due Invoices Assigned To The Serviced Machine's Contract (Y/N), is set to N.

 

The program only checks contract invoices.  This is all contract invoices not just the specific machine that is on the service call.  The invoice is considered to be a contract invoice if the primary item type field in the Accounts Receivable record is one of the three contract item types listed in the Contract Control File, Global record 8.  The program checks both the Ship-To and the Bill-To Customer Number's A/R account for any past due contract invoices.  The Bill-To is defined in the Customer File.  An invoice is considered past due if it is not fully paid and the number of days from the invoice date to the transaction date entered off the menu is greater than the number of days past due that is set in the Service Control File, field 7.  If at least one contract invoice is considered past due, the Service Call Entry screen flashes *Past Due*.  This method is the same as setting field 8 to C for contract invoices only prior to Revision 12.

 

Method 3

 

Field number 8, Past Due On C'ontract Invoices, Or A'll, is set to A for all.

Field number 44, Past Due Invoices Assigned To The Serviced Machine's Contract (Y/N), is set to Y.

 

Past Due in  

 

 

Set Up  (Contd)

 

The program checks all invoices rather than just contract invoices.  The invoices that are checked are on the Accounts Receivable that is assigned to the current Ship-To and Bill-To Customer Number of the machine on the service call.  The bill-to account is defined in the Customer File.  If the serviced machine is on a contract, the program also looks at that machines contract's Bill-To Customer Numbers A/R.  This is useful if contracts have different bill-to account numbers than what is defined in the Customer File as the bill-to account number.  The invoice is considered to be a contract invoice if the primary item type field in the Accounts Receivable record is one of the three contract item types listed in the Contract Control File, Global record 8.  The program verifies that the invoices are for the machine's contract number by checking for the contract number in the message line in the Invlid File.  This is the message that states the type of contract and contract number.  An invoice is considered to be past due if it is not fully paid and the number of days from the invoice date to the transaction date entered off the menu is greater than the number of days past due which is set in the Service Control File, Global record 10, field 7.  If at least one of these invoices is past due, the Service Call Entry screen flashes Past Due.

 

Method 4

 

Field number 8, Past Due On C'ontract Invoices, Or A'll, is set to C for contract.

Field number 44, Past Due Invoices Assigned To The Serviced Machine's Contract (Y/N), is set to Y.

 

The program only looks at the contract assigned to the machine that is being entered on the service call.  That contract's Bill-To Customer's Accounts Receivable is checked.  The program checks for all invoices assigned to that contract.  The program verifies that the invoices are for the machine's contract number by checking for the contract number in the message line in the Invlid File.  This is the message that states the type of contract and contract number.  An invoice is considered to be past due if it is not fully paid and the number of days from the invoice date to the transaction date entered off the menu is greater than the number of days past due that is set in the Service Control File, Global record 10, field 7.  If at least one of  these invoices is past due, the Service Call Entry screen flashes Past Due.  If the machine is not on a contract, the Accounts Receivable is not checked at all.

 

To recap the four methods of setting up the Global File:

 

Past Due in  

 

 

Set Up  (Contd)

 

Use method 1 when all invoices on the machines ship-to and bill-to A/R account are desired to be included in the past due calculation.  The bill-to account is defined in the Customer File.

 

Use method 2 when all contract invoices on the machines ship-to and bill-to A/R account are desired to be included in the past due calculation.  The bill-to account is defined in the Customer File.  This is all contract invoices for those accounts not just the contract assigned to the serviced machine.

 

Use method 3 when all invoices on the machines ship-to and bill-to A/R account are desired to be included in the past due calculation.  The bill-to account is defined in the Customer File.  Also included are the contract invoices that are assigned to the serviced machine found on the contracts bill-to account.

 

Use method 4 when only the contract invoices that are assigned to the serviced machine found on the contracts bill-to account are desired to be included in the past due calculation.

 

45  Include Option To Print Out Past Due Invoices In Service Call Entry (Y/N)

 

Field number 45 in Global record 10 determines whether or not the dispatcher receives an opportunity to print out a report that lists past due invoices when the past due flag is set.  If this field is set to Y for yes, Service Call Entry produces the prompt Would You Like To Print Out Past Due Invoices (Y/N) while entering a service call on a machine that is assigned to customers that have past due invoices.  Note:  Setting the Global File at any of the four described past due calculation methods corresponds with this prompt.  Only the invoices that are considered past due are included on the report.  Unapplied credit memos are not included.  If field number 45 in Global record 10 is set to N for no, the prompt to print out a report listing the past due invoices does not appear.

 

The printout includes the item number, serial number, contract number, customer number(s), and customer name(s).  It also includes detail on each past due invoice.  For each past due invoice, the invoice number, tac code, transaction date, amount of invoice, amount paid, balance, credit memo number, reference field, and date of last payment prints.

 

Past Due in  

 

 

Enter Data

 

When field Number 45 in Global record 10, Include Option To Print Out Past Due Invoices In Service Call Entry (Y/N), is set to Y for yes and the past due flag is set, the following prompt appears in Service Call Entry.

 

Would You Like To Print Out Past Due Invoices (Y/N)

 

 

Enter N for no not to print a listing.  The cursor continues on to the next prompt.  Enter Y for yes to print a listing of the invoices considered past due.  The printer selection screen appears to select the printer.  Once a printer has been selected, the screen displays the customer information and the message Printing Past Due Invoices displays on the screen.

 

 

Once the program has finished printing the past due invoice report, the screen returns to the regular Service Call Entry Screen and continues on with the next prompt.

 

Past Due in  

 

 

Report Results

 

The Past Due Invoices Report that prints includes the past due invoices for all customers that the program determined as being past due based on how the Service Control File, Global record 10 is set.  Following are some examples.

 

Example 1 - Method 1

 

Field number 8, Past Due On C'ontract Invoices, Or A'll, is set to A for all.

Field number 44, Past Due Invoices Assigned To The Serviced Machine's Contract (Y/N), is set to N for no.  The machine is assigned to customer 7993000, which is both the Bill-To and the Ship-To customer number in the Customer File.  Forty-five days is the defined number of past due days.

 

 

Example 2 - Method 2

 

Field number 8, Past Due On C'ontract Invoices, Or A'll, is set to C.

Field number 44, Past Due Invoices Assigned To The Serviced Machine's Contract (Y/N), is set to N.  The machine is assigned to customer 7993000, which is both the Bill-To and the Ship-To customer number in the Customer File.  Forty-five days is the defined number of past due days.

 

The invoice that is past due on this account, see example 1, is not a contract invoice.  The past due flag is not set, thus the prompt to print out past due invoices does not appear.

 

Past Due in  

 

 

Report Results  (Contd)

 

Example 3 - Method 3

 

Field number 8, Past Due On C'ontract Invoices, Or A'll, is set to A for all.

Field number 44, Past Due Invoices Assigned To The Serviced Machine's Contract (Y/N), is set to Y.  The machine is assigned to customer 7993000, which is both the Bill-To and the Ship-To customer number in the Customer File.  Forty-five days is the defined number of past due days.

 

 

Notice the addition of another account, 7856200, and also another invoice.  This is a contract invoice for the specific machine.  On this contract 2830, the bill-to is customer number 7856200, which is different than the Customer File.  Compare this with example 2 which was set to include contract invoices.  But the bill-to account on this machines contract is not the same as the Customer File, thus example 2 does not find the invoice 93102 as a past due invoice.

 

Past Due in  

 

 

Report Results  (Contd)

 

Example 4 - Method 4

 

Field number 8, Past Due On C'ontract Invoices, Or A'll, is set to C for contract.

Field number 44, Past Due Invoices Assigned To The Serviced Machine's Contract (Y/N), is set to Y.  The machine is assigned to customer 7993000, which is both the Bill-To and the Ship-To customer number in the Customer File.  Forty-five days is the defined number of past due days.

 

 

Compare this with example 3.  Notice that invoice 93100 does not appear.  That is because this is not a contract invoice.

 

Past Due in  

 

 

Report Results  (Contd)

 

Example 5 - Method 1

 

Field number 8, Past Due On C'ontract Invoices, Or A'll, is set to A for all.

Field number 44, Past Due Invoices Assigned To The Serviced Machine's Contract (Y/N), is set to N for no.  The machine is assigned to customer 5557777, which is both the Bill-To and the Ship-To customer number in the Customer File.  Forty-five days is the defined number of past due days.  The machines contracts Bill-To customer number is also 5557777.

 

 

Notice that this machines contract invoice is past due, invoice number 93103.  But with the set up of the Global File all invoices are looked at even other machines contracts.

 

Past Due in  

 

 

Report Results  (Contd)

 

Example 6 - Method 2

 

Field number 8, Past Due On C'ontract Invoices, Or A'll, is set to C.

Field number 44, Past Due Invoices Assigned To The Serviced Machine's Contract (Y/N), is set to N.  The machine is assigned to customer 5557777, which is both the Bill-To and the Ship-To customer number in the Customer File.  Forty-five days is the defined number of past due days.  The machines contracts Bill-To customer number is also 5557777.

 

 

Notice that only contract invoices are included, however, all contract invoices not just those applied to the specific machine that the service call is on.

 

Past Due in  

 

 

Report Results  (Contd)

 

Example 7 - Method 3

 

Field number 8, Past Due On C'ontract Invoices, Or A'll, is set to A for all.

Field number 44, Past Due Invoices Assigned To The Serviced Machine's Contract (Y/N), is set to Y.  The machine is assigned to customer 5557777, which is both the Bill-To and the Ship-To customer number in the Customer File.  Forty-five days is the defined number of past due days.  The machines contracts Bill-To customer number is also 5557777.

 

 

Notice that this is the same as example 6.  That is because the machines contracts Bill-To customer number is the same as the Customer File.

 

Past Due in  

 

 

Report Results  (Contd)

 

Example 8 - Method 4

 

Field number 8, Past Due On C'ontract Invoices, Or A'll, is set to C for contract.

Field number 44, Past Due Invoices Assigned To The Serviced Machine's Contract (Y/N), is set to Y.  The machine is assigned to customer 5557777, which is both the Bill-To and the Ship-To customer number in the Customer File.  Forty-five days is the defined number of past due days.  The machines contracts Bill-To customer number is also 5557777.

 

 

Notice that the only invoice that is considered past due is the contract invoice for the machine that is being serviced.

 

PM Due Calculation

 

 

Introduction

 

A meter reading can be entered during the entry of the service call.  When a meter reading is entered the program calculates if a PM, preventative maintenance call, is due on the machine.  A message is displayed.  The PM parameters that are defined for the machine are used.  This includes a PM by copies, defined number of months, PM due month, or PM due month and a defined number of months.

 

 

Enter Data

 

There are three possible messages that appear when a meter reading is entered and there are defined parameters for a PM call to be done on the machine.  Note:  On all PM calculations, the defined parameters are taken from the Serial File.  If the fields are blank in the Serial File, the Item File is used.  The exception to this is PM due month which is not stored in the Item File.

 

*PM Is Due By Time*

 

 

This message appears when the PM is due based on time.  This is a PM due after a defined number of months, or an actual PM due month, or a combination of a PM Due month and a PM due after a defined number of months.

 

PM Due Calculation  (Contd)

 

 

Enter Data  (Contd)

 

* PM Is Due By Copies And Time *

 

 

This message appears when the PM is due based on time and copies.  This is a PM due after a defined number of months, or an actual PM due month, or a combination of a PM Due month and a PM due after a defined number of months and a defined amount of copies between PMs.

 

PM Due Calculation  (Contd)

 

 

Enter Data  (Contd)

 

*PM Due By Copies*

 

 

This message appears when the PM is due based on copies.  This is a PM due after a defined amount of copies between PMs.

 

Note:  The Prior Meter and Copies Since Last PM always display when a meter reading is input.  Whether a PM is due only displays if the program calculates out that a PM is due on the machine.

 

PM Due Calculation  (Contd)

 

 

Results

 

Following is the calculation of the different PM methods.  These are the same calculations that are made in the two PM reports, PMs Due By Tech-Zip Code and by Tech-Item.  As stated earlier, the Serial File takes precedence over the Item File.

 

PM Due By A Defined Number Of Months

 

A PM is due after a defined number of months.  The defined number of months can be viewed in Machine Placement, field 40 for the Serial File.  In the Item File the field is field 44 in Item File Maintenance.  The calculation is as follows.

 

Current date minus the last PM date (or date placed if date last PM is 0) = Number of days since last PM.

The defined number of months times 30 = Time period for a PM.

If the Number of days since last PM is greater than the Time period for a PM, a PM is due by time.

 

Example:  Current date = 05/08/96,  Last PM date = 12/15/95.  A PM should be done every 3 months.

 

05/08/96 - 12/15/95 = 145 days.  3 X 30 = 90.  145 is greater than 90 thus a PM is due by time.

 

PM Due By A Month PM Due And A Defined Number Of Months

 

A PM Due month is defined in the Serial File, which can be accessed in Machine Placement, field 41.  This is not stored in the Item File.  If PM Due (months) and Month PM Due are both greater than 0 the calculation for a PM due is as follows.

 

1.         Working date = PM Month and Date Placed year

2.         If working date < Date Placed, then add one year to the working date.

3.         If working date is < Transaction Date and Last PM date is < working date, then PM will be due by time.

4.         If PM is not due by time, then "Mths" is added to working date.  If that date is < transaction date, go to step 3.

5.         Follow steps 3 and 4 until working date is > Transaction Date or PM is due by date (whichever comes first).

 

PM Due Calculation  (Contd)

 

 

Results  (Contd)

 

Example:  Transaction date = 7/95, Date Placed = 3/93, PM Month = 2, Last PM Date = 5/94, "Mths" = 3

 

The working date is 2/93.  2/93 < 3/93 so one year is added to working date thus

working date = 2/94.

2/94 is <= 5/94 (Last PM) so add 3 to 2/94 thus working date = 5/94.

5/94 is <= 5/94 (Last PM) so add 3 to 5/94 thus working date = 8/94.

8/94 is > 5/94 (Last PM), and 8/94 is < 7/95 (Tran Date) so, PM is due by time.

 

PM Due By A Defined Number Of Copies

 

A PM is due after a defined number of copies are made.  The defined number of copies can be viewed in Machine Placement, field 42 for the Serial File.  In the Item File the field is field 51 in Item File Maintenance.  The calculation is as follows.

 

If PM Copies due is > 0 then this step is followed:

 

1)         If meter reading entered is >= PM Due Copies + Copies Last PM, then PM will be due by copies.

 

Example:  PM Copies = 20000,  Last PM Copies = 21000,  Service Meter Entered = 41500

 

41500 >= 20000 + 21000, so a PM is due by copies.

 

PM Due By PM Due Month

 

If Month PM Due is greater than 0, the calculation is as follows.

 

1) working date = PM Month and Date Placed year

2) If working date < Date Placed, then add one year to working date until working date is >= Date Placed.

3) If Last PM Date is >= working date, then add one year to working date until working date is > Last PM Date.

4) If working date < Transaction Date, PM will be due by date.

 

PM Due Calculation  (Contd)

 

 

Results  (Contd)

 

Example:  Transaction date = 7/95,  Last PM Date = 6/94,  PM Month = 6,  Date Placed = 8/93

 

The working date is 6/93.  6/93 < 8/93 so one year is added to working date

The working date = 6/94.  6/94 is >= 6/94 (Last PM) so add one year to working date.  The working date = 6/95.

6/94 (Last PM) is < 6/95 and 6/95 < 7/95 (Trans. Date) so PM is due by time.

 

Display Of Current Active Calls

 

 

Introduction

 

A global option to display any current active service calls on the selected machine is available in Service Call Entry.  One active service call displays.  The global option is activated in the Service Global File, record 10, field 19 Check For Active Calls (Y/N).  With Revision 12 the display of current active calls in Service Call Entry has been expanded to list up to 6 active service calls if they exist.

 

A new active call index, Acall2.ix has been created.  The index includes item and serial number and than call number.  The index is now used to find the active calls on the displayed machine.  This replaces the use of the index Acall.ix when searching for an active call.  Because of the Acall2.ix index being used to search for active calls this should speed up the search.  The display of the active calls should appear sooner than when the other index was used. 

 

Enter Data

 

Following is an example of the display of active service calls.  In this example, there are two active service calls.

 

 

As stated earlier only 6 active service calls print.  Because of the use of the new index the active calls display in call number order, smallest to largest number.  Thus the oldest call should normally display first.

 

Service Call Lockout for Inactive Contracts

 

 

Introduction

 

A global option is now available to allow for service call lockout on all machines with inactive contracts.  If an item/serial number with an inactive contract is selected during service call entry, a call can not be created for that machine.  The message Contract No. #### Is Inactive.  Entry Of A Service Call Is Not Allowed.  Press CR To Continue displays.  The cursor returns to the Cust prompt of service call entry.

 

 

Set Up

 

There is a new field in the Service Control File, Global record 10.  The new field is as follows.

 

48. Lockout Entering Service Calls For Machines On Inactive Contracts (Y/N)

 

Enter Y for yes to prevent the entry of service calls for all machines with inactive contracts.

 

Enter N for no not to prevent the entry of service calls for all machines with inactive contracts.

 

 

Enter Data

 

If the global field is set to yes, the entry of a service call is not allowed for those machines with an inactive contract.  The following message displays if such a machine is selected.

 

Contract No. #### Is Inactive.  Entry Of A Service Call Is Not Allowed.

Press CR To Continue.

 

Service Call Lockout for Inactive Contracts  (Contd)

 

 

Enter Data  (Contd)

 

Contract No. #### Is Inactive.  Entry Of A Service Call Is Not Allowed.

Press CR To Continue.

 

 

Ability to Override Location Fields in Service Call Entry

 

 

Introduction

 

A new Global File option has been added to the Service Control File.  This option provides the ability to change the location information while entering a service call.  If the global field is set to yes, the cursor stops at the Location fields.  New locations can be input in either or both of the available fields or the defaults can be accepted.  This information is written back to the Seriald File, printed on the service call log, and sent with a page.

 

 

Set Up

 

There is a new field in the Service Control File, Global record 10.  The new field is as follows.

 

53. Ability To Override Location Fields In Service Call Entry (Y/N)

 

Enter Y for yes for the ability to change the location fields when a service call is being created.

 

Enter N for no not to allow the location fields to be changed when entering a service call.

 

Ability to Override Location Fields in  

 

 

Enter Data

 

If the global field is set to yes, the cursor stops at the Location fields when entering a service call.  If the global field is set to no, the Location fields are bypassed.

 

Location:

 

 

The machines location information from the Machine Placement File defaults here.  Enter a new location one and carriage return to enter a new location two for the machine.  Or carriage return to accept the default location information.  This information is written back to the Seriald File, printed on the service call log, and sent with a page.  Enter ^ to return to the Meter Reading: field or enter / to cancel entry of the service call.  Entering a ^ at the Contact Person field returns the cursor to the Location fields.  However, the default information is redisplayed, and the new location information, if any, must be re-entered.  If the cursor is returned to a prompt prior to the Location fields at any time during service call entry, the default location information redisplays, and any new location information must be re-entered.

 

Machine Problem Code Entry

 

 

Introduction

 

A valid problem code must now be entered at the Machine Problem Code prompt during service call entry if the global code lockout feature is turned on.  If the global code lockout field is turned off, the entry does not have to be a problem code.  Also, a question mark (?) can now be entered at the Machine Problem Code prompt to perform a search of service codes.  If the code lockout option is turned on, only problem codes display.  If the option is turned off, all service codes display.  The list is sorted in code type/code order.

 

 

Enter Data

 

Machine Problem Code                                                    Note:  ? To Inquire On Codes

 

 

If the code lockout feature is turned on in the global file, enter a valid problem code.  For a list of problem codes, enter a ?.  One the following prompts appears.

 

Machine Problem Code Entry  (Contd)

 

 

Enter Data  (Contd)

 

If the code lockout feature is turned off in the global file, enter a valid service code.  The entry does not have to be a valid problem code.  For a list of all service codes, enter a ?.  One of the following prompts appears.

 

Select Code Choice, Or End:

Display Next, Select Code Choice, Or End:  N

Display Previous, Select Code Choice, Or End:

 

 

The first prompt appears if there is only a one page list of codes.  The second prompt appears on the first page of the code list if it exceeds one page.  The third prompt appears on the subsequent pages of the code list if it exceeds one page.  Enter the desired code.  The selected code and code description display in the Machine Problem Code field.  Enter N to display the next page of codes, if available.  Enter P to display the previous page of codes, if available.  Enter E to end the inquiry.

 

Technician Unavailable

 

 

Introduction

 

The default technician that displays in the Service Technician No. field during service call entry is the primary technician assigned to the machine.  If the primary technician is not available, the default service technician number is that of the secondary technician.  If the secondary is not available, the default technician number is zero.  If another technician number is entered, the system verifies that the technician is available.  If not, the Technician Is Not Available message displays, and the cursor returns to the Service Technician No. prompt.

 

 

Set Up

 

A technician is considered unavailable if the 12 Technician Available (Y/N) field in the Sales Rep/Service Technician File (BI 3-1-5) is equal to N for no.  See page 230 of the Billing section for further instructions.

 

 

Enter Data

 

Service Technician No.

 

 

Technician Unavailable

 

 

Enter Data  (Contd)

 

The primary technician assigned to the machine is the default.  If the primary technician is not available, the secondary technician defaults in this field.  If the secondary technician is not available, a zero defaults in the Service Technician No. field.  For reference purposes, the primary and secondary technicians for the customers machine are displayed in the Primary Tech: and Secondary Tech: fields of the service call, respectively.  An asterisk (*) also displays before the technician number for each unavailable technician.

 

Enter the number of the technician to which the call will be assigned if different from the default service technician.  The system verifies that this technician is available.  If available, the call is assigned to the technician.  If unavailable, the Technician Is Not Available message displays, and another technician number must be entered.

 

Enter Q to bring up a list of all technicians qualified to work of the customers machine.  An asterisk (*) displays before each unavailable technician in the list.

 

Enter M to bring up the service managers technician inquiry, a list of all technicians and call status.  An asterisk (*) displays before each unavailable technician in the list.

 

 

Display Of Original Technician On A Callback Service Call

 

 

Introduction

 

A new Global File option has been added to the Service Control File.  This option provides the ability to display the number of the technician that is assigned as the original technician on a callback service call.  As a callback service call is being created, the original technician can be displayed.  The purpose of this is to aid the dispatcher in who to assign the new call to.

 

 

Set Up

 

There is a new field in the Service Control File, Global record 10.  The new field is as follows.

 

46. Display Original Tech. On A Callback (Y/N)

 

Enter Y for yes to display the technician number and name that is assigned to the original call when a callback service call is being created.  Enter N for no not to display the original technician.

 

The ability to define the number of days between service calls that generates the call as a callback service call is defined in the Service Call Control File, Global record 10.  There is also the option to exclude PM and CC call types from the callback calculation.  This is also defined in the Service Call Control File, Global record 10.

 

Display Of Original Technician On A Callback Service Call  (Contd)

 

 

Enter Data

 

When a service call is being entered, the service history is checked to see if there has been another call within the defined number of days.  Depending on how the Global File is set, PM and CC calls may or may not be included.  If calls are found the new call that is being entered is assigned as a callback call.  With the Global File 10 field 46 set as yes, the number and name of the technician assigned to the call prior to the one that is being created is displayed as the original technician.

 

 

Ability to Override Call Date and Call Time in Service Call Entry

 

 

Introduction

 

A global option to display Call Date: and Call Time: prompts is now available in Service Call Entry.  The default information in the fields is the current system date and time.  This information can be overridden, if desired.  The call date and time is printed on the service call log and sent with a page.  This option works in accordance with the Time Offset feature.

 

 

Set Up

 

There is a new field in the Service Control File, Global record 10.  The new field is as follows.

 

52. Ability To Override Call Date and Time In Service Call Entry (Y/N)

 

Enter Y for yes for the ability to change the call date and time when a service call is being created.  The Call Date: and Call Time: prompts display in service call entry.

 

Enter N for no not to allow the call date and time to be changed when entering a service call.  The Call Date: and Call Time: prompts do not display in service call entry.

 

 

Enter Data

 

If the global field is set to yes, the cursor stops at the Call Date: and Call Time: fields when entering a service call.  If the global field is set to no, the Call Date: and Call Time: fields are bypassed.

 

Ability to Override Call Date and Call Time in  

 

 

Enter Data  (Contd)

 

Call Date:

 

The current system date defaults here.  Enter a new date for the service call, if desired.  Or carriage return to accept the default call date.  If an invalid call date is entered, the Invalid Date Enter Again message displays.  This information is printed on the service call log and sent with a page.  Enter ^ to return to the Is Information Correct Yes No Cancel Call prompt or enter / to cancel entry of the service call.

 

Call Time:

 

The current system time defaults here.  Enter a new time for the service call, if desired.  Or carriage return to accept the default call time.  A new call time must be entered in military time format (i.e., 14:00 = 2:00 P.M.).  If an invalid call time is entered, the Invalid Time message displays.  This information is printed on the service call log and sent with a page.  Enter ^ to return to the Call Date: prompt or enter / to cancel entry of the service call.

 

 

Mark Service Call as Crisis Situation

 

 

Introduction

 

A service call can be marked as a crisis situation during call entry.  If a service call is extremely urgent, enter C for crisis at the Do You Wish To Dispatch This Call (Yes, No, Crisis)  N prompt.  Crisis displays on the technicians service dispatch screen to alert the dispatcher of the calls urgent nature.

 

 

Enter Data

 

Do You Wish To Dispatch This Call (Yes, No, Crisis)  N

 

 

Enter Y to dispatch the technician on the service call.  Enter N to assign the call to the service technician.  Enter C to assign the service call with a crisis status to the service technician.  The crisis status is not limited to only one service call per technician.

 

Mark Service Call as Crisis Situation  (Contd)

 

 

Enter Data  (Contd)

 

See the following example of the technicians dispatch screen.  The calls status can be changed to something other than Crisis in Technician Dispatching.