Quickly identifying listed troubles for a service call

When capturing or qualifying a service call, it is important to be able to also select relevant troubles from the trouble catalog. This allows you to immediately suggest solutions when the customer calls, or provide other employees in the process chain with qualified information for preparing further service measures. If the call form is open, you can proceed as follows:

(Determining errors is always particularly efficient if you have already assigned service objects to the service notification.)

Alternative 1

  1. Select the predefined Trouble area and the predefined Trouble type directly in the selection fields of the call form under General. Choose New entry if you (as an administrator) want to extend the list of trouble types or trouble areas.

Note: The selection is neither limited nor locked in the CRM standard. It shows all trouble areas and trouble types in the system. A restriction to trouble codes of the associated service objects or products as well as locking trouble types according to the trouble area is only possible through customizing.

Alternative 2

Execute the Find trouble codes function. The system opens the trouble tree that contains all products of interest for the service call. Which products these are is automatically determined from the service object assignment.

  1. In the trouble tree, identify the trouble codes applicable to the call by navigating through trouble areas, trouble types and trouble removal possibilities.
  2. Mark the trouble code records in the list on the right (not necessary if the form on the right is ope­ned).
  3. Execute the Assign service function. Afterwards, the system applies the trouble codes to the service call. The assignment is confirmed by a message and can be seen in the Service calls form under Addi­tional data / Trouble code.