Service call
Description
With this module service requests/error messages/problems of a customer can be recorded and scheduled. Such service call objects can be created e.g. directly from an industrial plant - this should be the origin of the customer's problem - whereby the customer, the plant and the plant group are automatically taken over.
The core functionality of this module is that for each service call the employee who is to take care of the service call can be directly assigned. For this purpose, the employee can be assigned his capacity by first selecting the employee concerned via the employee list and then opening the capacity planning via the menu item "Edit->Set->Capacity planning".
The service call also has an automatic planning function: the determination button on the position can determine an employee who can be deployed or a free period of time based on the data entered so far on the position.
On the one hand, it is possible to specify a working group (field Provider) and a planning date with duration on the position. The button then determines the first member of the working group who has the specified capacity (duration) at the specified time. If no working group is specified, all employees of the employee master data are searched. On the other hand, the planning date can also be determined if this is emptied and then an employee is selected. The button then determines when the employee has the planned duration of capacity available and enters the date automatically.
If no freelancer or free capacity is found, the mask will not be filled in.
Step 1: Setting the employee capacity
The system now knows how much working time can be planned for this employee.
Step 2: Planning of requirements
Via the editing mask of the industrial plants, in the tab "Plant groups", a plant group can now be selected and on it the menu item "Create service call" can be chosen. A new document, the service call, is created.
The plant group and the customer from the industrial plant are immediately transferred to it.
In the new mask, the description of what the service call was about can now be entered, for example the error description that the customer gave over the phone. At this point, neither an offer nor an order has been created.
After entering the description, the document is first saved by pressing the "OK" button.
As soon as it is now clear that the service call is to be carried out and bindingly scheduled, sub-items can be inserted on which the date (planned date), the planned duration and an employee must be specified.
A new project and a new order is created in the background with a plant group and a service provider group.
The service provider group is displayed as a sub-item of the service call.
The data entered here are immediately booked into the employee requirement and can be found as planned requirements in its capacity planning.
Step 3: Overview of the planned capacity:
Please see the description of capacity utilisation for the procedure for the evaluation or the description of the worklist.
Functionality
Input window
| Menu item | Description |
|---|---|
| Edit | - |
| Further processing | - |
| : : Booking | Booking a service call - Processing of the service call is completed, the status changes to "Booked" - from now on, the document is booked by the business process defined for it. |
| : : Cancel booking | Open service call for processing, the status changes to "Unbooked |
| - | |
| : : : With OLE in the foreground | Print document via Word and wait until printing is complete. |
| : : : With OLE in the background | Print document via Word and continue working in parallel |
| Navigate | - |
| : Open job | The sales order assigned to the service call is called |
| : Open industrial plant | The industrial plant assigned to the service call is called up |
| Capacity overview of the employee... | The capacity overview of the employee assigned to the service call is called up |
| : Research | |
| Search | Call up list window |
| Symbol | Description |
|---|---|
 | Creating a new service call |
 | Save changes |
 | Delete service call |
 | Print service call |
  | Create/edit notes |
 | Display capacity as tree |
 | Schedule capacity to the day |
 | Worklist |
 | Call up capacity utilisation |
 | Display document history |
| Field | Description |
|---|---|
| Document number | The number of the service call |
| Document date | Date on which the document was recorded |
| Posting period | For statistical purposes, the statistical period of the date of acquisition is stored |
| Booking date | Date on which the document was posted |
| Editor | Processor of the document |
| Status | The status only changes once the document has been booked via the Book button |
| Canceled | The status of the service call changes to "Cancelled". However, the sub-items are NOT automatically cancelled, as they are not directly sub-items, but linked order confirmations from a sales order. They must therefore still be deleted manually. |
| Industrial plant | The industrial plant where the work is to take place |
| Asset group | The equipment group on which the work is to be performed. If this is to be changed at a later date, the new plant group / plant component can be simply dragged with the mouse from the plant tree in the editing mask of the industrial plant onto the old one in the service call. The change of the service call has to be saved afterwards with OK. The industrial plant is also reset on the service call when this is accepted. Attention: |
| Operator | Operator of the industrial plant If an industrial plant has already been selected, this button has no function, otherwise the selection module for companies is opened. The selected company is checked whether it has an operator. If there is no operator, the user is asked whether one should be created. After creating an operator the new operator will be inserted into the ComboBox and displayed as if one already existed. |
| Contact person | Contact person in relation to the industrial plant/service |
| Subject | Subject of the service call |
| from | Date of the subject |
| Description | Description of the service call: e.g. first telephone notes on the fault |
| Mission | Assignment to sales order |
| Trigger | Predecessors that triggered the service call, e.g. order item |
| Position | Unique ID (uniqueID) |
| : Value | Purchase value |
| Description | Description from the shutter release |
| : Date | Delivery date |
| : Quantity | |
| : Price | purchase price |
| : : Request | All data of the shutter release again at a glance |
| Positions | The items are not sub-items of the service call, but rather service provider groups/work certificates of an order automatically generated for the service call. When the first item is inserted, this order is automatically created with an installation group and the first service provider group. The service provider group item can now be edited with the most important items by double-clicking on a fast entry item mask or by right-clicking on the mask of a service provider group. When inserting all further items, the already existing customer order is supplemented |
| button | Description |
|---|---|
| OK | Changes are saved. If no changes are made, the button is locked. |
| Booking | The service call voucher is booked |
| New | The input window is cleared. |
| Delete | The document is deleted. |
| Close | The window is closed without saving changes. If you want to save the changes, you must press the "OK" button. |
Position window
The editing window of the service item is similar to the input window of the work certificate, but not all widgets are displayed.
| Menu item | Description |
|---|---|
| Provider | Opens when you right-click on the provider button |
| : Employees | Insert employee as provider |
| Working group | Insert working group as provider |
| Symbol | Description |
|---|---|
| Display capacity as tree |
| Schedule capacity to the day |
| Worklist |
| Open capacity utilisation for employees or providers on the mask. The period in the capacity utilisation is set on the planning date of the item and extended up to 3 weeks into the future |
| Field | Description |
|---|---|
| : Capacity planning | The requirement specified in the group "capacity planning" is only booked in the capacity planning of the providers if this check mark is set. |
| : Closed | If the service has been fully rendered, this check mark must be placed. It has the effect that the possible remaining requirement is no longer reserved in capacity planning. |
| : Planning date | Start date on which the work is to be carried out. This date can always be adjusted if the work is to be rescheduled. This is not a committed date, but is only intended for internal capacity planning. |
| Duration | The estimated duration of the work order in hours. If a task is only to fully utilise an employee for a certain period of time, it is sufficient to leave the duration at 0h, set the check mark Fixed period and save. Example: If an employee is to spend the entire month of August 2008 with a customer, enter "August 2008" as the planned date, leave the duration at 0h and set the check mark "Fixed period". |
| : Firmly scheduled | Once the capacity has been dispatched, it cannot be automatically moved by the system. Otherwise, automatic shifting always occurs when a work order that starts before this one is extended and thus shifts its end date. All planned capacities that no longer fit into the capacity and do not have this check mark are moved. See this graph for more information. By ticking this box, over-planning of employees can certainly occur, which can be detected in the capacity utilisation. Behind the check mark is the period of time in which the capacity was planned taking into account capacities that have already been booked out. |
| : Logged out | Summed hours of all hourly data records directly assigned to this document. It is irrelevant whether the hours were recorded by the employee to whom the capacity was assigned or by another employee. |
| : Personnel No | Direct input field for the number of the employee who is to provide the service. |
| : Abbreviation of the employee | Direct entry of the abbreviation of the employee who is to provide the service. |
| : Employees | Employee who is to perform the service. If an employee is selected, his work group and cost centre are automatically entered. |
:  | This is the investigation button, which can determine an employee or a period of time based on the data entered so far. On the one hand, it is possible to enter a work group (Performer field) and a planned date with duration on the item. The button then determines the first employee of the work group who has the specified capacity (duration) at the specified time. If no working group is specified, all employees of the employee master data are searched. On the other hand, the planned date can also be determined if this is emptied and then an employee is selected. The button then determines when the employee has the planned duration of capacity free and enters the date automatically. If no freelancer or free capacity is found, the mask will not be filled in. |
| : Provider | Provider is the working group of the employee. This can be specified optionally and is charged at the same time as the employee. The capacity of the group is not checked again. |
| Cost centre | The cost centre of the performing employee |
| Int. description | Description of the work to be performed for the employee performing the work |
| Description | The official description, which is also printed on the order confirmation |
| button | Description |
|---|---|
| OK | Changes are accepted. |
| Delete | Deletes the position. The item can only be deleted if no UniqueID/recording number has been entered. This field is only located on the input window of the work cleaning and can be accessed via the service call by right-clicking on the item. |
| Close | The window is closed without saving changes. If you want to save the changes, you must press the "OK" button. |
List window
This window is for listing service calls.
| Menu item | Description |
|---|---|
| Edit | - |
| Reset the list | Empty list |
| - | |
| : : : With OLE in the foreground | Print document via Word and wait until printing is complete. |
| : : : With OLE in the background | Print document via Word and continue working in parallel |
| Symbol | Description |
|---|---|
 | Empty list |
| Creating a new service call |
 | Edit service call |
| Delete service call |
| Print service call |
| Create/edit notes |
| Display document history |
 | Copy all objects to the clipboard |
| Field | Description |
|---|---|
| Number | Search by service call number |
| Date | Search by date |
| Booked | |
| Status |
| button | Description |
|---|---|
| Edit | The current service call is displayed in the input window. |
| New | An empty input window opens. |
| Delete | The selected service call is deleted. |
| Close | The window is closed. |
Selection window
| Menu item | Description |
|---|---|
| Edit | - |
| : Reset | Empty list |
| Symbol | Description |
|---|---|
| Empty list |
| Field | Description |
|---|---|
| Number | |
| Date | |
| Booked | |
| Status |
| button | Description |
|---|---|
| OK | The selected service call is accepted. |
| Close | The selection is cancelled. |
Preset
| Field | Description |
|---|---|
| Document presetting for | |
| Presets |
| button | Description |
|---|---|
| OK | |
| Close | The window is closed. |
Related topics
Technical documentation
Service call Basic module
Module name
servinqu.mod
Classes
Security
In addition to restricting access rights via the class and its data fields, the module can be restricted in its use via some of the received messages.
| Message | Parameters | Function | Security |
|---|---|---|---|
| Message | Parameters | Function | Receiver module |
|---|---|---|---|
Service call Editing module
Module name
servinqedt.mod
Classes
Security
In addition to restricting access rights via the class and its data fields, the module can be restricted in its use via some of the received messages.
| Message | Parameters | Function | Security |
|---|---|---|---|
| Message | Parameters | Function | Receiver module |
|---|---|---|---|
Service call Selection module
Module name
servinqsel.mod
Classes
Security
In addition to restricting access rights via the class and its data fields, the module can be restricted in its use via some of the received messages.
| Message | Parameters | Function | Security |
|---|---|---|---|
| Message | Parameters | Function | Receiver module |
|---|---|---|---|
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