Service Requests - Implementation
Prerequisite
Activity codes
The following activity codes (sorted by type) may have an impact on the way the function operates :
Dependent activity codes
These codes are never entered in folder management, because their value is calculated :
DEBR (Intrastat state/region), DKS (Electronic signature), KAG (Argentinean localization), MWC (Container management), PBDPO (Payment balance declaration), SLO (Management by sub-lots), SP1 (Sales charge / discount 1), SP2 (Sales charge / discount 2), SP3 (Sales charge / discount 3), SP4 (Sales charge / discount 4), SP5 (Sales charge / discount 5), SP6 (Sales charge / discount 6), SP7 (Sales charge / discount 7), SP8 (Sales charge / discount 8), SP9 (Sales charge / discount 9), VATTN (VAT declaration no.).
Functional
BADBT :
Bad debt management
CCN :
Concessions
CFG :
Configurator
CFOM :
Cash forecast management
CSL :
Consolidation
CTSW :
Control system
DEB :
EU exchange declaration
ECC :
Product version management
EFAT :
EFAT connector
EINV :
Electronic invoice
ELINV :
Electronic invoice ZAF
EMP :
Location management
EORI :
EORI identification
FAS :
Asset folder
FCT :
Factoring management
FOA :
Food allergens
FUP :
Reminder and late payment mana
INVCA :
Cancellation invoice
LND :
Loan management
LOT :
Lot management
LTA :
Local taxing
MWM :
Weighing stations
NPI :
Product design
PIT :
Points management
PJM :
Project management
PLM :
PLM - X3 interface
PPT :
Prospect management
PRCSL :
Pre-consolidation
RVM :
Routing version management
SAFT :
SAF-T
SDD :
SDD management
SER :
Serial number management
SMI :
Integrale migration
SVC :
Periodic accruals
WRH :
Warehouse management
Sizing
ANA :
No. of analytical dimensions
HEC :
Number of open items per contract
HFC :
Number of invoices per contract
HRF :
Number of payments per contract
NUC :
Number of packing units
REC :
Customer sales reps
SCN :
Compts concerned (aft-sales S)
SFI :
Max. no. entered inv. elts
SHD :
Consumptions(after-sales serv)
SMA :
Base concerned (aft-sales serv)
SPR :
Maximum sales charges/discount
STC :
Sales statistical groups
STI :
Product statistical groups
STO :
Contracts statistical groups
STR :
Statistical groups Requi.
Localization
KBE :
Belgian localization
KDE :
German localization
KFR :
French localization
KIT :
Italian localization
KPO :
Portuguese Localization
KSP :
Spanish localization
KSW :
Swiss localization
KUS :
Localization USA
KZA :
South-African localization
General parameters
The following general parameters may change the way the function is working :
Customer Relation
ICOSYN (defined at level Folder) : Icon overview to write
ICOSYNDON (defined at level Folder) : Icon overview written
Customer Support
AUSHDKA (defined at level User) : After-sales employee
AUTHORCRE (defined at level User) : Auto time stamping in creation
CHRSREBPC (defined at level Folder) : Customer seq no. prefix length
COVOSTCTL (defined at level Folder) : Customer coverage blocked
COVOSTOVF (defined at level Folder) : Credit limit coverage exceeded
COVPROMPT (defined at level Folder) : Display coverage
DEFHDTTYP (defined at level User) : Type of consumption / default
INVSREMOD (defined at level Site) : Order invoice method
INVSREUOM (defined at level Site) : Order invoice unit
PITCOVFLG (defined at level Site) : Priority points/partial cover
QREAC (defined at level Folder) : CS reactivity level (days)
SREASSDEF (defined at level User) : Default request assignment
SREASSDET (defined at level User) : Default request assignment
SREDEFCOV (defined at level Folder) : Automatic cover
SRENUMAUT (defined at level Folder) : Automatic customer chrono
SUFSREBPC (defined at level Folder) : Customer seq no. suffix length
Common Data
CTLOPPCOD (defined at level Folder) : Project code control
Sequence numbers
The sequence numbers used to number the documents managed by this function are :
SRE : Service requests
The sequence number assignment function defines the sequence number which is used
Accounting interface
Default dimensions
The default dimensions sections assignment is performed through the following codes :
(defined at level Company)
SRE (All companies ) : Service request
HDT (All companies ) : Service Requests
STKHDT (All companies ) : Service Requests Consumption
Authorizations
This function is object managed. The creation, modification, and deletion operations can be activated or deactivated for a given user. Filters by roles can also be associated with this function.
As data is linked to a site, a filter per site can be activated.
The following options can be activated or deactivated for each user :
Track the modifications
Default coverage
Stock txn modification
Invoice
Entry Transactions
This function is managed with entry transactions which can be set up.
A standard transaction is suggested when installing the software. A setup function is used to modify this standard transaction or create new personalized transactions. This setup essentially exists to specify some functional characteristics of the transaction and display as well as the default loading for certain fields.
Other prerequisites
Miscellaneous tables
The following miscellaneous tables are used by the function. They must be populated if necessary :
Miscellaneous table number 422 : Request for service statuses
Miscellaneous table number 428 : Severity levels
Miscellaneous table number 445 : Service req. stat group no. 1
Tables used
The following tables are implemented by the function :
|
Table |
Table description |
|---|---|
|
ACTIV [ACV] |
|
|
ATABDIV [ADI] |
|
|
AUTILIS [AUS] |
|
|
BOMD [BOD] |
Detail BOMs |
|
BPARTNER [BPR] |
|
|
BPCUSTMVT [MVC] |
Customer transactions |
|
BPCUSTOMER [BPC] |
|
|
CONTACT [CNT] |
Contacts |
|
CONTACTCRM [AIN] |
|
|
CONTCOV [CCV] |
Service contracts coverage |
|
CONTQUAL [CQL] |
Quality constraints |
|
CONTSERV [CON] |
|
|
CONTTEMPL [COT] |
|
|
CPTANALIN [CAL] |
Analytical accounting lines |
|
DEFVAL [DVA] |
Complex default values |
|
DOOBPCINT [DBI] |
Internal customers |
|
DOOBPCLNK [DBL] |
Order-giver association |
|
FACILITY [FCY] |
|
|
FAMPB [PBL] |
|
|
FAMPBQUE [PBQ] |
Corresponding queues |
|
FAMPBREP [PBR] |
Qualified employees |
|
GACCDUDATE [DUD] |
Open items |
|
HD1CLOB [HD1] |
Service reqts text files |
|
HD7CLOB [HD7] |
Aft-ss srv cons txt files |
|
HDKTASK [HDT] |
After-sales serv. consumption |
|
HDKTASKINV [HDI] |
Consumptions to be invoiced |
|
HOROITM [HOI] |
|
|
INTERVEN [ITN] |
|
|
ITMMASTER [ITM] |
|
|
ITMSALES [ITS] |
|
|
MACHINES [MAC] |
|
|
OPPOR [OPP] |
|
|
PAYMENTD [PYD] |
Payment lines |
|
PAYMENTH [PYH] |
Payment header |
|
PITCOUNT [PCT] |
Point counter |
|
PITDEB [PDB] |
|
|
PITDEBD [PBD] |
Point debits (line) |
|
QUEUE [QUE] |
|
|
SERREQUEST [SRE] |
Service requests |
|
SINVOICE [SIH] |
Sales invoices |
|
SINVOICED [SID] |
Sales invoice detail |
|
SINVOICEV [SIV] |
Costing sales invoice |
|
SOLUTION [SOL] |
|
|
SPRICLINK [SPK] |
Sales price list search |
|
SREMAC [SRM] |
Base concerned |
|
SREMACCPN [SRN] |
Components concerned |
|
SRESAT [SRS] |
Request status history |
|
TABCUR [TCU] |
|
|
TABUNIT [TUN] |
|
|
UNITOFTIME [UOT] |
Unit of time |