Calendar

• Employee (field HDKCOL)

Specify the code of the employee whose calendar you want to display.
When opening the function, your user code is specified by default if, in the user parameter AUSHDKA - After-sales employee (HDK chapter, AUZ group), you are defined as being an after-sales employee.
Leave this field empty if you wish to view the calendar of all users. This gives a manager the possibility to view the calendar of all the people he/she is in charge of.
 When a queue reference is specified, it prevails on any employee.This employee will not be taken into account in the search.

• Start date (field DATMIN)

You can restrict the scope of the calendar by entering the start and end dates of the given period.

• End date (field DATMAX)

• Status (field HDKSAT)

This field is used to filter the service requests list according to their status.

• Severity level (field HDKGRALEV)

Use this field to filter the list of service requests according to their level of severity.

• Queue (field HDKQUEUE)

This field is used to select a queue in order to view the requests that are assigned to this queue.
When a queue reference is specified, it comes before any employee that could be entered in the header. This employee would not be taken into account in the search.

• The Selection icon is used to select a queue from the list of all the queues declared in the application.
• The Go to icon provides direct access to the Queues management function.
• The menu Actions > Queue statistics is used to display a screen, listing for each queue the number of service requests assigned to it.

• Assignment type (field SREASS)

• Description (field SRETTR)

• Customer (field SREBPCNAM)

• Contact (relationship) (field SRECCNNAM)

• Date created (field SREDATOPG)

• Time (field CREHOU)

• Status (field SRESATCLA)

• Severity level (field GRALEVCLA)

• Requested resolution date (field SRERESDAT)

This field indicates the date after which the customer issue must be resolved.
This field is always the object of an automatic qualification throughout the entry of the different fields that make up the service request.

When the request is not covered by a service contract, this date corresponds to the current date increased by the number of days contained in the global parameter QREAC - CS reactivity level (days) (HDK chapter, SRE group) set to 7 standard days.

If the request is covered by a service request, this date is loaded as a function of the quality constraints in the contract concerned.
If the problem is non blocking, the date is calculated from the Maximum resolution lead-time fields in the Non blocking problems section.
If the problem is non blocking, the date is calculated from the Maximum resolution lead-time fields in the Non blocking problems section.

This date can also be affected by a manual modification to the contract. In fact, the customer can be confronted by a specific situation that imposes more extended resolution lead-times than planned. The reasons for this extended lead-time can be described in the Reason field.

• Time (field SRERESHOU)

• Base by default (field SREMACDES)

• Global skill (field SREPBLGRP)

• Global coverage (field OVRCOV)

• No. of escalations (field SREESC)

• Last escalation (field SREESCNUM)

• Escalation category (field ESCCATCLA)

• Date escalated (field SREESCDAT)

• Time (field SREESCHOU)

• Escalation type (field ESCTYPCLA)

• Assignment (field SREDETNAM)

• Service request (field SRENUM)

• Customer request (field SRENUMBPC)

• Category (field HDKITNTYP)

Use this field to filter the list of service responses according to their category.

• field ITINERAIRE

• Subcontracted actions (field ITNSCO)

Use this field to filter the list of service responses in order to display only the sub-contracted ones.

• Week (field SEMAINE)

• Start date (field DATDEB)

This field indicates the specified start date of the intervention. The duration of the intervention (expressed in hours) is automatically calculated as a function of the intervention start and end dates.

• Start time (field HEURDEB)

This field indicates the specific start hour of the intervention. The duration of the intervention (expressed in hours) is automatically calculated as a function of the intervention start and end dates.

• End date (field DATFIN)

This field indicates the specific end date of the intervention. The duration of the intervention (expressed in hours) is automatically calculated as a function of the intervention start and end dates.

• End time (field HEURFIN)

This fields indicates the specific end hour of the intervention. The duration of the intervention (expressed in hours) is automatically calculated as a function of the intervention start and end dates.

• Type (field TYPACT)

• Done (field EXE)

• Category (field TYPNAM)

• Information (field INFOS)

Use this field to enter comments relating to the service response.

• Customer (field BPCNAM)

• Contact (relationship) (field CCNNAM)

• Distance (miles) (field DTCKIL)

This field displays any mileage information entered in the intervention record.

• Estimated travel time (field TRITIM)

This field displays the average journey time necessary to visit the intervention locations.

• Provider (field COLNAM)

Use this field to assign the service response to an internal resource or to an external service provider.

• If the service response is not sub-contracted, a menu Available employees is used to view the planning of skilled technicians.
• If the service response is sub-contracted, a Skilled service suppliers menu can be used to inquire the list of skilled BP service providers who agree to intervene in the customer's geographic zone.
  The list of service providers is sorted in ascending order of the negotiated hourly rate.

• Subcontracted (field SCO)

When no technician can be assigned to an intervention, it is possible to assign it to external service providers.

• Action no. (field ITNNUM)

• Service request (field SRENUM)

• Type (field INFTYPE)

• Key (field INFKEY)

• Message (field INFINFO)

• Late (field INFDELAY)

• Provider (field INFCOLNAM)