Related topics
On this panel you define the status codes that are used in the Work with requests and returns routine to indicate the status of a request. The valid request status codes are pre-defined in the Panel value control file table (group STTY).
Options
| Translate | Select this option to translate the request status code description. The translated description will be printed on external documents. |
Selection fields
- Code
- This column lists the existing request status codes.
Work with request status codes (HLR02304)
In enquiry mode, the panel heading differs, as well. On this panel the request status code is defined at the detail level.
- Request status code
- Status type
- Enter the status type for this status code. This status type is updated in Work with requests and returns whenever this status code is entered. The status types determine whether a request is waiting in queue, on hold, completed, in progress, etc. Note: The status types you can enter are pre-defined in the Panel value control file table.
Code Description Additional information C Completed This status type indicates that the request is closed and the problem was resolved. D Deleted/Cancelled This status type indicates that the request was cancelled without being completed. E Escalated This status type indicates that the previously assigned handler could not resolve the issue. The request is therefore escalated to the next support level. Requests with this status are waiting in queue, at the level to which it was escalated. Note: Only those handlers with sufficient authority (defined in the Max support level field in Work with DC1 user profiles) can pick up this request from the queue. Note: If an entry is made in the To support level field (see next field), the request support level will be changed to the level entered in that field when the request is given this status.
H Held This status type indicates that the request is held by the assigned handler. The request is not in queue, but rather just on hold, and is waiting for the same handler to continue work. N New request Requests with this status type are waiting in queue. These could be in any support level (1-9). When a request is in this level, no handler is assigned. A handler will be assigned when the request is taken out of queue and work begins. Note: If an entry is made in the To support level field (see next field), the request support level will be changed to the entered in that field when the request is given this status.
W Work in progress This status type indicates that a handler is assigned and working on the problem. Note: This is the only status in which time (hours) can be reported in Work with requests and returns.
- Goods return
- This field is used to describe how returned goods are handled using this status code.
Value Description 1 Not known 2 Complaint 3 Goods are to be returned 4 Goods have been returned
- Mand line resolution
- Indicate if it should be mandatory to enter a resolution code on a request line. If you enter NO, then you can decide at a later stage what resolution code to use. If you leave the field blank and if a default resolution code is defined for the request code, then the default will be retrieved to the request line, but can be changed.
- To support level
- When a new resolution code is entered in Work with requests and returns the support level is changed. In this field enter what the support level should be changed to (i.e. what its new value should be).
- Escalation level
- Enter the support level the request should be escalated to. Records are escalated to a higher level in instances where no action has been taken on them for a predefined period of time.
- After no of days
- The request is considered delinquent (i.e. late in resolving this request) after this many working days past the date of entry.
- Status handler
- Optional entry. This field is used by DC1 Alert Management, which must be installed and activated, to identify the receiver of the message that will be created. Enter a valid user from the Signature table.
Work with request status codes, Copy (HLR02305)
This panel displays all the records that you selected to copy.
- Code
- Displays the source record.
- New code
- Enter the name that you wish to assign to your new record.