Service Responses

• Site (field SALFCY)

This field contains the site code that will track the intervention.

• Sequence no. (field NUM)

This field cannot be accessed by the user and is used to store the unique key for the entry. This key is calculated by the ACT sequence number counter. By default, this counter is made of one sequence number (fifteen characters). It is provided by default with an automatic functioning.
It is advised to keep the standard characteristics for an optimal use.

• Service request (field SRVDEMNUM)

This field indicates the service request for which the intervention is carried out.
This field cannot be qualified manually. An intervention is associated automatically to the corresponding request.
Similarly, it is impossible to create an intervention when this function is not accessed from a service request.

• Customer (field BPC)

This field indicates either the code of the final customer or the customer code of the order giver.
In both cases, the customer must be defined in the Customerobject.

• field ICOBPC

• Contact (relationship) (field CCN)

This field is used to memorize the identity of the technician's preferred contact during the intervention. This is generally the same individual that place the service request.
Several Contact selection tools are available from this field:

• the Selection menu, used to select a contact from amongst those linked to the customer.
  If no customer is entered or if no links are established this function returns nothing,
• the Contacts menu, used to access directly to the Contact object from which a choice can be made.
• the menu named Contact selection is used to select a contact from the complete list of all the contacts entered in the application.

• field CCNCLA

• Completed (field DON)

This field changes the status of the call from "To do" to "Done"
This modification deletes the intervention from the technician's workbench.
If the field is ticked, it is optional but advised to enter a summary meeting report.

• Subcontracted (field SCO)

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

• Amount (field SCOAMT)

This field can be used to contain the global negotiated amount for the intervention of the service provider or the negotiated hourly rate for the actual intervention.

• Currency (field CUR)

This field indicate the currency used to value the amount negotiated with the service provider.

• Provider (field ITNASS)

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.

• field ITNASSCLA

• Start date (field DAT)

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 HOU)

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.

• Entire day (field FULDAY)

This field creates the automatic entry of start and end dates. If the user ticks this field, the date and time fields are automatically set to represent an intervention for an entire day taking place from the start date.
The intervention duration is also recalculated on the basis of this modification.

• End date (field DATEND)

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 HOUEND)

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.

• Week (field WEE)

An intervention can be scheduled with a "flexible" date. When the user modifies this field, the Date and Time fields are purged. It is then possible to enter an estimated duration for the intervention.

• Duration (field DUR)

• If the intervention is scheduled on a precise date, this field automatically shows the intervention duration. The field is then not accessible in modification mode.
• If the intervention is scheduled with a flexible date, the user is invited to enter a planned duration for the intervention.

• Unit (field DURX)

• Category (field TYP)

This field is used to identify the nature of the intervention to be carried out.
The intervention category determines the default address that will be mentioned on the record according to the geographic data associated with each intervention category.

• field FULOBJ

This field is used to enter the complete description for the intervention to be carried out.
The maximum size of the text that can be entered is conditioned by the data type HD6.
If the text entered exceeds 235 characters, a button can be used to enter a summary or a report.

• field OBJICO

• Date created (field CREDAT)

• Time created (field CREHOU)

• Created by (field FULNAMUSR)

This field is used to identify the author who created the intervention.

• Source (field ITNORI)

This field displays the creation date and time plus the full name of the user who created the record.
The service requests cannot be created manually. Their origin is always manual.

• Document no. (field ITNORIVCR)

These two fields cannot be managed in entry.. They cannot be accessed because the creations are manually.
They cannot be deleted from the screen.

• Line (field ITNORIVCRL)

• Country (field CRY)

This code is used, for instance, to identify a BP's country. Once entered, this code can be used to launch control and create automatisms.
Examples: Telephone number format / Site Registration number format / SIC code format / Postal code format

 If this field is not entered, the system will use the default country code.

• field ADD

The Address' fields are loaded by default as a function of the intervention category.
The following addresses are assigned by default :

Intervention types associated with the "At the customer site" note

This intervention type is generally carried out outside of the customer support centre locations.
It is also frequently the case that the location corresponds to the customer address.
Thus the address tab is in this case checked with the default address recorded for this customer.
This is a suggestion. If the actual intervention location is situated in a exhibition centre, tradeshow stand..., the technician can modify the fields concerned.

Intervention types associated with the "At our locations" note.

This intervention type is generally carried out in the customer support centre locations (for example repair workshop).
In this case, the address proposed by default corresponds to the customer support site mentioned in the intervention record.

Intervention type associated with the "No geographic incidence" note

No address is proposed in this tab.
In fact, this information has little significance for this intervention type.
For example, a telephone call can be carried out from either a call centre, from a telephone box or even the technician's home.
In all the cases, the call can be executed correctly and the expected objective can be achieved in the best conditions.
A contextual menu "Other addresses" is used to select another address from amongst the different suggestions.
In all the case, another address can also be entered directly in an intervention record independently from the intervention category.

• Postal code (field ZIP)

The postal code, whose entry format is defined in the Country table, is used to define the town/city and the geographical subdivision if it is defined for the country.
When the postal code is changed the city/town corresponding to the new code is automatically displayed. The principle is the same for the geographical subdivision if it is present for the country. 
It is also possible to manually enter the town/city name. If the town/city is already defined, the associated postal code is automatically displayed.

The control of this information and its mandatory nature depend on the setup performed in the country management. In order for the control to be applied, the POSCOD - Nonexistent postal code alert parameter (SUP chapter, INT group) must also be set to "Yes".

Specific cases:

- for ANDORRA, indicate 99130
- for MONACO, indicate 99138
- for the other overseas countries, indicate the INSEE code of the country or 99999 if not known.

• City (field CTY)

The city automatically proposed is the one associated with the postal code previously indicated. It is also possible to manually enter the name of a town/city:

• if the town/city is already defined, the associated postal code is automatically displayed, 
•  if the city does not exist and the postal code control has been set up in the Country record, a warning message is displayed but the continuation of the entry is authorized. In addition, the CTY - Nonexistent city alert parameter (SUP chapter, INT group) needs to have the value "Yes" for this control to apply.
• if the city does not exist and the postal code is not entered, a blocking message is displayed when the postal code is set up as mandatory for the country.

Notes:

• Its format is defined in the Country record setup.
• Depending on this setup, the entered town/city can automatically be converted into uppercase after it has been entered.
• In order to make selections easier without taking into account the format (accented characters/uppercase letters/lowercase letters), the selection window available on this field proposes a column dedicated to the search, where the names of the towns/cities are displayed in uppercase. The control which is carried out is case-insensitive since it is carried out with respect to the town/city name stored in uppercase.

• field ITINERAIRE

Click this icon to open a mapping site and locate the entered address.

• field SAT

This field contains the geographical SDL TEST subdivision corresponding to definition of the postal address. For example, a 'department' for France, and a state for the United-States.

The description of the geographic subdivision, as well as the control on the information entry, are defined in theCountries setup.

This field is automatically loaded after the postal code and town/city have been entered, based on the Postal codes setup.
If the field is controlled, the control is carried out according to the Geographical subdivision table.

• Telephone (field TEL)

In the same way as addresses, phone information and email addresses are loaded by default based on the service response category:

• Service response types labeled At the customer’s site.
  This information is not recovered from the default data saved for this customer. If the service request is linked to a customer installed base, the information is recovered from the address used in the installed base.
• Service response types labeled On our premises.
  This information is recovered from the customer support site specified on the service response record.
  

• Mobile phone (field MOB)

• Email address (field EML)

• Distance (field DTCKIL)

This field concerns on-site interventions. It is used to indicate the approximate number of miles/kilometers travelled to the intervention location.
It generally represents the number of miles/kilometers between the support centre and the customer centre. But because it is possible, it is preferable to evaluate the number of miles/kilometers separating two customer sites for two successive interventions.

• Unit (field DTCKILX)

• Estimated duration (field TRITIM)

This field is used to estimate the average time necessary to go to a site. It provides further information which is particularly important for interventions carried out in large cities.

• Unit (field TRITIMX)

• field IFFADD

This field is used to give further information on the location where the technician is expected within the customer site.
Example: second floor, right-hand corridor, sixth office on the left, equipment installed next to the window.

• Reservation (field RER)

You can reserve several resources for a single service response
To make a reservation, click Resource reservations from the Actions menu of the Reservation field (or directly from the New reservation actions menu).
The resources reservations screen opens automatically.
You can view the latest reservations booked in the selection panel.

Click New to create a new reservation. A reservation record is then automatically loaded with the following information:

• the dates for the reservations which are identical to the start and end date of the intervention,
• the name of the person that has made the reservation,
• the reservation date,

To select a resource, click Select from the Actions icon on the Resources field. The resource category is assigned automatically to the reservation record.
To go back to the Service response object,click End.
To validate a reservation, you can tab to the Reservation field or validate the line in the reservations grid.

• Resource (field RSSNUM)

• Start date (field RERSTRDAT)

• Start time (field RERSTRHOU)

• End date (field RERENDDAT)

• End time (field RERENDHOU)

• Reserved by (field RSSREP)

• Base (field HDTMACSRE)

This column is used to identify the installed customer base for which the consumption is carried out. This base MUST be chosen from amongst the customer installed base for the service request.
If no installed base has been entered and at least one installed base record has been entered in the request, then the consumption will be automatically assigned by default to the installed base record.
This information is used to evaluation at the level of coverage applicable to the consumption.

• Component (field HDTCPN)

This column is used to specify the particular component for which a consumption is carried out.
This component must imperatively be chosen from the list of components declared defective for the customer installed base.
It is important to enter this information in order to benefit from an automatic evaluation of the coverage level to be applied to the most exact consumption.

• Consumption type (field HDTTYP)

this column is used to select the type of the consumption that has been entered. The type conditions the nature of the product reference authorized for the consumption.
It can be:

• spare parts or a complete product.
• labor or service provider,
• assignment expenses.

This information is automatically initialized with respect to the parameter DEFHDTTYP - Type of consumption / default (HDK chapter - SRE group).

• Consumption (field HDTITM)

This field is used to enter the product consumed. A contextual menu "Product Stocks" is used to access the stocks by product inquiry screen.

• Major version (field ECCVALMAJ)

The major version number can be accessed if the tracking of major versions is active at the level of the product setup (in the Management tab of the Product function, the Stock version field is set to 'Major').

If the preloading of versions is active at the product/customer level (in the Customers tab of the Product function, the Version preloading box is checked), or by default, at the product/sales level (in the Sales tab of the Product function, the Version preloading box is checked), then the last active major version is preloaded automatically.

The major version number can be entered if, in the setup function of the Service responses (GESCMI) entry transactions, in the Consumptions tab, the Major version field is set to 'Entered'. If you enter a major version number, the system checks that the major version does exist and its status. If an error occurs, a warning non-blocking message displays.

• Minor version (field ECCVALMIN)

The minor version number can only be accessed if the tracking of major and minor versions is active at the level of the product setup (in the Management tab of the Product function, the Stock version field is set to 'Major and minor').

If the preloading of versions is active at the product/customer level (in the Customers tab of the Product function, the Version preloading box is checked), or by default, at the product/sales level (in the Sales tab of the Product function, the Version preloading box is checked), then the last active minor version is preloaded automatically.

The minor version number can be entered in the following cases:

• if, in the setup function of the Service responses (GESCMI) entry transactions, in the Consumptions tab, the Major version field is set to 'Entered',
• and if the product is indeed managed in major version.

If you enter a minor version number, the system checks that the major version does exist. If an error occurs, a warning non-blocking message displays.

• Storage site (field HDTSTOFCY)

This field is only used for those items generated in stock.
The product-site MUST be created in the application in order to be consumed.

• Quantity/Duration (field HDTQTY)

This field is used to enter the quantity consumed.

• Unit (field HDTUOM)

This field is used to enter the unit in which the consumption will be expressed. By default, the unit is qualified with the sales unit of the product consumed.
For journals, the various packing units can also be used.
For labor, it is possible to use one of the three time units specified in the product file (Days, Hours, Minutes).

• Date executed (field HDTDONDAT)

This field is used to indicate the date on which the consumption has been carried out. The entry of a date triggers the opening of an entry window for the stock issued, if the consumption concerns an item managed in stock for which a stock issue is requested.

• Time executed (field BHDTDONHOU)

This field is used to indicate the time at which the consumption has been carried out.

• Actual duration (hours) (field SPGTIMHOU)

This field is used to indicate the actual time devoted to the carrying out of the consumption.
It is an item of information internal internal to the organization destined to measure the efficiency of the after-sales teams. In fact, even if a service of two hours has been carried out in four hours, this will always be invoiced as a two hour service.
This information can also be entered automatically using a time stamp. A contextual menu Start Time stamp is available for each consumption line.

• Actual duration (minutes) (field SPGTIMMNT)

• Stock issue (field HDTSTOISS)

This field is qualified by default as a function of the "Stock issue by default" note in the product record.
It is the essential element of the stock issue for consumption lines of service requests: any consumption of entries managed in stock can be subject to a recording of stock issues from a service request.
The entry is triggered by the combination of a stock issue request and the status carrying out the consumption.
This field is therefore used to identify a stock issue for the consumption and to activate the opening of the entry window of stock issues.
For example, for the consumption of an item managed with serial numbers, the opening of the stock issue entry window makes it possible to select the serial numbers consumed.

 The stock issue for the consumptions does not correspond to a stock line allocation.

• Billable (field HDTINV)

This field determines the invoiceable amount for the consumption.

Reminder : a service request is only invoiceable if it is closed and it contains at least one invoiceable consumption. When the service request is closed, the phrase "Request pending invoicing" appears below the request status (management tab).

The invoiceable amount is qualified by default thanks to the different applicable coverage evaluation mechanisms. It can still be modified. Two general parameters influence the invoicing rules for the consumption lines:

• INVSREMOD - invoicing mode of requests (HDK chapter, INV group): activates the aggregation mechanisms.
• INVSREUOM - Invoicing Unit of requests (HDK chapter, INV group): describes the aggregation type desired (aggregation per sales unit or aggregation per consumption unit).

NB : An invoiceable consumption line containing a text is never aggregated during its invoicing. Also, the consumption lines share the different analytical dimensions are never aggregated.

This field is calculated again if the following elements of the consumption are modified:

• the installed base,
• the component,
• the product consumed,
• the consumed quantity,
• the unit used,
• the project (only if the user validates the price and discount re-calculation suggestion with a price list search based on the new project code, if the line can be invoiced, and if the amount has not been modified manually).

The general parameter CLOINV - Service request invoicing (HDK chapter, INV group) is used to neutralize all features related to the invoicing.

• Amount consumed (field HDTAMT)

• Amount to invoice (field HDTAMTINV)

This field contains the amount consumed. It is always qualified by default thanks to the different applicable coverage evaluation mechanisms. It thus corresponds to the net price recovered by the price list search multiplied by the quantity; and can still be modified.

This field is calculated again when the following elements of the consumptions are modified:

• the installed base,
• the component,
• the product consumed,
• the consumed quantity,
• the unit used,
• the project (only if the user validates the price and discount re-calculation suggestion with a price list search based on the new project code).

 During the price list search, the quantity used to determine the consumed amount corresponds to the total quantities of all the invoiceable lines of one product.

• Currency (field HDTCUR)

• Points debited (field PITHDT)

• Text (field HDTTEX)

This field is used to complete the product reference with an explanatory text for the consumption carried out. It is generally used to detail the nature of the work carried associated with a product reference of the type Labor.
Example: in the vehicle domain, the phrase "Two hours of labor" could be followed by "Replacement of four tires".

It is possible to directly enter a text of up to two hundred characters in the grid. If the text to be entered is too long, the "Text" contextual menu is used to open an additional window in which the maximum text is controlled by the data type ACB.
 An invoiceable consumption line on which a text has been entered is never aggregated during the invoicing.

• Sequence no. (field HDTNUM)

• field CCE1

The setup determines whether the analytical dimensions can be modified. These are initialized in compliance with the default dimension setup.

In creation mode, if no order line has been entered and the project code is modified, analytical dimensions are reset based on the setup of the default dimensions.

In creation mode, as in modification mode, if an order line has been entered and the project code is modified, analytical dimensions are not reset.

• field BLKTIT

• field HOUTIT

• field MNTTIT

• field TITSVCPLN

• field HOUSVCPLN

These fields are used to measure the progress for the consumption to be carried out in the framework of the service response.

• field MNTSVCPLN

• field TITSVCDON

• field HOUSVCDON

These fields are used to measure the progress for the consumption to be carried out in the framework of the service response.

• field MNTSVCDON

• field TITSVCRMN

• field HOUSVCRMN

These fields are used to measure the progress for the consumption to be carried out in the framework of the service response.

• field MNTSVCRMN

• field TITTIMSPG

• field HTIMSPG

• field MTIMSPG

• field FULRPO

This field is used to enter a reporton the intervention once it is accomplished.
The maximum size of the report is conditioned by data type HD2.
In the case where the entered text exceeds 235 characters, a button can be used to enter a summary or additional report.
Once the report is entered, the intervention is automatically transformed to the status "Carried out".

• field RPOICO

• Request completed (field PBLSOL)

This field indicates the success of an intervention.

• If it is ticked and no service request is mentioned in the intervention concerned, no specific processing is executed.
• if it is ticked and a single service request is unmentioned in the intervention, the system proposes both to close the associated service request and to create a solution record.

The following messages are displayed :

"Do you want to close the associated service request ? "
If the user responds "Yes", the request is automatically closed. A new message is then displayed :

"Do you want to create a solution request ?"
If the user responds "Yes" a window for the entry of a solution is displayed. This solution record contains various items of information, qualified by default.

• The field Skills group is recovered in the service request record associated with the intervention.
• The Title and Description fields are recovered from the service request associated with the intervention.
• The Solution description field is recovered from the intervention report.

The use can enter a category, key words and, potentially, solutions associated with it.

• Total actual time (field HTOTTIMSPG)

These fields display the total time actually taken to carryout an intervention on the basis of the information entered in the various consumptions that have been saved.
The calculated value is adjusted manually if necessary.

• field TIMSPGX

• field MTOTTIMSPG

These fields display the total time actually taken to carryout an intervention on the basis of the information entered in the various consumptions that have been saved.
The calculated value is adjusted manually if necessary.

• field TIMSPGY