Service Notifications (CS-PM-SN)
Purpose
This application component enables you to:
Enter problem notifications
Recognize the condition of the service object
Request the necessary service tasks and thereby roughly plan further service processing
Track the progress of the tasks to be performed
Integration
You can only use this component in conjunction with the
Maintenance Notifications
component.
Features
From the service notification, you can initiate all the processes involved in problem solving:
Tasks for problem solving using the Help Desk or Hotline Support
Creation of a service order for sending service technicians to a customer site or for a service within the Service Center
Delivery of spare parts
The description of the problem can be written as plain text or it can be encoded. It is not absolutely necessary to enter the service object in the service notification. However, if it is entered, the system determines the following data based on the object definition or serial number whilst the problem is being entered:
Localization of the object
Warranty claims, existing contracts or contact people
The system makes this data available to the processor immediately. The entry of the notification is fully integrated into contract and customer object management.
If your system has been configured accordingly, the system provides the number of the service notification as soon as you call up the create function. This is particularly useful if you enter a notification over the phone, since you can immediately inform the caller of the notification number.
If one or more service technicians are required to solve the problem, you can make a rough plan in the service notification for further processing using tasks. This can be calculated automatically based on certain settings (for example, priority, response times, service times). Proposals for service activities to be performed using customer-specific interfaces, which are dependent on the problem screen, can also be included in task determination.
Follow-up tasks can result from service notifications, for example, printing a certain paper, or initiating a workflow.
A service order, in which you plan dates, technicians and materials in detail, can be created from a service notification.
During service processing, you can obtain an overview of all the service requests entered and the progress of service notifications at any time.
In addition, the functions for incoming calls and service notifications in the Internet are available, which make it easier to enter service notifications.
When a service notification is completed, its data is included in the service history.
Note
When displaying and editing service notifications, you can use preconfigured side panels to display context-sensitive data and charts and call Web services.
For more information and prerequisites, see Working with Side Panels in Plant Maintenance .