Trouble code master management

You can open the trouble code master management via Sales / Services / Trouble codes. Click the Keyword field and create a new trouble code record. Below, the most relevant attribute fields are briefly described.

Field

Meaning

Notes, administration

Keyword

Trouble code title, heading

Free input

Code

Own trouble code number

Free input, the trouble code number can follow certain rules, e.g., it can encode the trouble area or the trouble type.

Number

Unique trouble code num­ber in the system

Is automatically assigned by the system in the form TRC-yy.xxxxxx

Frequency

Indicates how often the trouble occurs.

The system calculates the frequency in percent from the num­ber of assignments to service calls.

Released

Release of the trouble code

The trouble code is released if this is switched on.

Invalid

Marks a trouble code that is not valid anymore or archived

Free input

Products

Assignment to one, to sev­eral or to all products

Click Product to select from the neutral product catalog. If you don’t assign something, the system assumes that the trouble code is relevant for all products ("all prod­ucts" dummy product is automatically selected). You can also select product classes if a trouble code applies to a whole group of products.

Trouble area

Designation of the trouble area

Selection of a predefined trouble area; select New entry if you want to extend the list of trouble areas (admin only).

Trouble type

Designation of type of trou­ble

Selection of a predefined trouble type; choose New entry if you want to extend the list of trouble types (admin only).

Removal (short) and Removal (long)

Brief description and detailed description of the removal of the trouble

Free input

Key words

Key word list for the trouble code

Click Select to choose from a list of suggested keywords.

Links

Link list for the trouble code

Click Select to link the trouble code to some other trouble code or FAQ records.

Documents

Document list for the trou­ble code

Click Select to associate relevant documents from the docu­ment database with the trouble code.

Additional data/Com­ment

CLOB-comment field with time stamp

In this field, you can capture internal information, e.g., relevant changes.

Links to documents, other trouble codes or FAQs

To a trouble code, you can add links to any documents from the document database as well as links to other trouble codes or FAQs. In order to do so, execute the Select function in the Documents or Links fields in the trouble code form.

Analysis of the trouble code frequency

From the frequency of trouble codes, you can assess the product or service quality. The system automatically cal­culates the frequency in percent from the number of trouble code assignments (to service calls) in proportion to the number of trouble codes for the product.

The frequency can only be calculated correctly, if trouble codes are assigned to the service call immediately after the service measure has been completed (technical accounting). Please make sure that only the actually encountered troubles are added to the trouble code assignment.