Entering and Updating Cases Using the Speed Case Entry Program (P90CG601)

This section provides an overview of speed case entry and discusses how to enter and update cases using the Speed Case Entry program (P90CG601).

8.11.1 Understanding Speed Case Entry

The Speed Case Entry program is a simplified and alternative program to the Case Add program (P90CG504) and the Case Update program (P90CG501). The add and update mode of the Speed Case Entry program contains logical grouping of fields in nine collapsible groupboxes. You can click the Tab key to easily move across fields from top to bottom and from bottom to right in the same groupbox. If you click the Tab key in the last field of a groupbox, the cursor moves to the next groupbox that is in expanded state.

You can set processing options in the Case Entry program (P17500) to use the Speed Case Entry program (P90CG601) to add a new case or update an existing case. You can set processing options to collapse or expand eight of these nine groupboxes before you load the Speed Case Entry program:

■ Case header: The title of this groupbox displays the case number. By default, this groupbox is collapsed in add mode and expanded in update mode. You cannot control the state of this groupbox through processing option.

■ Customer

■ Issue Description

■ Attachments

■ Case Detail

■ Product Information

■ Category Codes

■ Additional Information

■ User Reserved Fields

If you enter incorrect information in the fields, the system displays the links of the errors at the top of the form. If you click on an error link, the system expands the groupbox (if it was collapsed earlier) that has the field with the error.

Access Related Actions information using a button in the Case Revisions form to view existing related actions or add new related actions.

Note: You can access case history and related links programs from the Row menu on the Work With Case Management form.

Entering and Updating Cases Using the Speed Case Entry Program (P90CG601)

8.11.2 Forms Used to Enter and Update Cases Using Speed Case Entry Program (P90CG601)

Form Name FormID Navigation Usage

Work With Case Management

W17500A Daily Support Processing (G90CE01), Case Entry (P17500)

Search for and review existing cases.

Speed Case Entry W90CG601B Click Add on the Work With Case Management form.

Enter case details.

Case Revisions W90CG601B Select a case and click Select on the Work With Case Management form.

Update case information.

Access the Related Actions form through the Related Actions button.

8.11.3 Updating Cases Using the Speed Case Entry Program

Access the Case Revisions form.

The Case Revisions form contains nine collapsible groupboxes. You can set processing options to collapse or expand eight groupboxes in both the Add and Update mode of the Speed Case Entry program before you load the program:

8.11.3.1 Case header

The system populates the fields in this groupbox with the customer’s name,

customer’s phone number, and the status of the case in the Case Revisions form. These fields do not have any values in the Speed Case Entry form.You cannot edit these fields in add and update mode.

8.11.3.2 Customer

The Customer groupbox includes fields that you can use to enter the customer’s address book number, number of call backs for the case, caller’s name, caller’s address book number, phone number, and email address of the person associated with the case. The customer number appears by default in the Caller Number field. If the customer does not exist in the Address Book, click the Quick Add link and add the customer information. If the caller does not exist in the Address Book, click the ellipsis (...) link and add the caller information.

8.11.3.3 Issue Description

The Issue Description groupbox includes the Problem field that you can use to enter the description of the problem and the Reason field that you can use enter the reason for the problem. The system displays the Failure Code field if:

■ You have selected the Failure Analysis Tree for Selecting Failure Analysis Codes option in the General tab of the S/WM System Constants Revisions form.

■ You have not selected the Use Solution Advisor option in the Case tab of the S/WM System Constants Revisions form.

If you have set the constants to fulfil these conditions, the system displays and locks the Problem field and populates it with the associated description of the failure code that you entered in the Failure Code field. The system uses the failure description as the default value for the problem description and you cannot edit it. You can set the Validate Failure Codes processing option to not validate problem codes against failure codes. Then, you can edit the Problem field and can override the failure description.

Entering and Updating Cases Using the Speed Case Entry Program (P90CG601)

If you have not set the constants to fulfil the conditions, the system does not display the Failure Code field and the problem description that you enter in the Problem field is not validated against failure codes.

You can also enter few lines of texts to describe the problem or attach a media object to explain the problem.

8.11.3.4 Attachments

The Attachments groupbox includes two tabs, Internal Comments and External Comments. Use the Internal Comments tab to enter comments which are visible only within the organization and the External Comments tab to enter comments which are visible to both the customer and the organization.

8.11.3.5 Case Detail

The Case Detail groupbox has two sections, the Case Severity section and the Dates/Time section.

8.11.3.5.1 Case Severity: The Case Severity section includes fields that you can use to enter the case priority code, the case type, case status (Open, Active, and so forth), and the parent case number.

This groupbox also includes two buttons:

■ Advance Status: You can use the Advance Status button to easily update the status of a case after you have finished working on it. When you click this button, the system advances the case status with the next status based on the case activity rules and displays the text of the next status on the button. If case status activity rules are not applicable for your case or if the status is complete and no more statuses are available, then the system does not display this button. Even if the button does not appear, you can use the Case Status field to manually select a status.

See Setting Up Activity Rules.

■ Cancel Case: You can use the Cancel Case button to automatically cancel the case.

You can set a processing option to define the value to use for cancelled status.

You can also define the fields that you must enter information before the system advances a case to the next status in the queue. You can define required fields on specific request document types, request queues, and request types; or you can set required fields to cover all document types, queues, and request types. The system uses the Check required fields processing option in the Process tab of the Case Master Business Function program (P90CG002) processing options to determine whether to check required fields when advancing a status.

8.11.3.5.2 Dates/Time: The Dates/Time section includes fields that you can use to provide information of when the job was executed, when the service provider arrived at the customer site, the commitment date and time, the time zone defined in the service provider information, and the commitment duration.

8.11.3.6 Product Information

The Product Information groupbox includes fields that you can use to enter the equipment number, inventory item number, branch plant or lot number, product model, product component, and the operating environment.

Entering and Reviewing Related Actions for Speed Case Entry

8.11.3.7 Category Codes

The Category Codes groupbox includes category codes fields from one to ten that you can use for cases or equipment.

8.11.3.8 Additional Information

The Additional Information groupbox includes additional case information in the groupbox header and four sections:

8.11.3.8.1 Accounting Information: The Accounting Information section includes fields that you can use to enter the business unit for which you want to track costs and values (from UDC 41/9). The system uses the business unit to identify the general ledger offset that the system uses when searching for the account to post the covered and non-covered portion of the accounting transaction.

8.11.3.8.2 Partner: The Partner section includes fields that you can use to enter the partner’s address book number and phone number.

8.11.3.8.3 Provider Group: The Provider Group section includes fields that you can use to enter the following:

■ Address book number of the provider group to assign the task to a provider group.

■ Assignee address book number to assign the task to an assignee

■ ACD (automatic call distributor) phone number to search for the address book number of an entity using a phone number.

8.11.3.8.4 Contract Information: The Contract Information section includes a field that you can use to enter the contract number and the Entitlement Check icon that you can click to perform entitlement checking. The system provides the results of the

entitlement check, the coverage group, and the service package type to which the customer is contractually entitled.

8.11.3.9 User Reserved Fields

The User Reserved Fields groupbox includes fields that you can use to reserve a number, code, amount, date, or reference specifically for your use. You can set a processing option to hide this section.

See Also:

■ For detailed explaination of the fields in the Case Revisions and the Speed Case Entry forms, see the Entering Basic Case

Information.

■ Setting Processing Options for Speed Case Entry (P90CG601).