Enter Complementary Information, Service Request

Explanation

This activity is used to enter complementary information for a service request, for example planned start and finish dates, fault report information such as discovery codes etc.

If the service request is connected to a service contract for which a valid service level agreement (SLA) is defined, this SLA is connected automatically to the service request. The SLA is used to calculate the SLA requested start and requested finish for the service request. These dates refer to the latest time the work can be started and finished without missing its SLA (i.e., agreement with the customer). The SLA requested start is calculated by adding the SLA response time, depending on work order priority or equipment object criticality on the service contract to the registration date on the work order. The SLA requested finish is calculated by adding the SLA resolution time, depending on work order priority or equipment object criticality on the service contract to the registration date on the work order.

Prerequisites

• The discovery code, symptom code, and priority code must be entered in Work Order and PM Basic Data.
• The SLA must be entered in Service Contract Basic Data/SLA.

System Effects

As a result of this activity, complementary information is included in the service request.

Window

Service Request

Related Window Descriptions

Service Request
Service Request/Prepare

Procedure

1. Open the Service Request window. Create a new record (F5) or query for an existing one (F3).
2. Click the Prepare tab.
3. Enter the relevant fault report information where applicable and other complimentary information as required.
4. Save the information (F12).