Exact Synergy Enterprise

Creating and maintaining problem codes for Service management

Menu path

Service management à Setup à General à Problem codes 

Introduction

This page allows you to create or maintain a problem code per service item that is selected at the service activity. The predefined problems can be used in the service activity. This can be used for multiple purposes, such as planning for service engineers and running reports or statistics on the type of problems that have been reported and solved with service activity. To be able to select the predefined problems in the service activities, it is necessary to create a master data for problem codes. You are able to link multiple solution codes to a single problem code since a problem might have multiple possible solutions.

Roles and rights

To view the problem codes, function right 859 – View service problem codes is required. Users with the Service desk, Service engineer, Service planner, or Service manager role have this function right.

To edit, delete, or create problem codes, function right 879 – Maintain service problem codes is required. Users with the Service planner or Service manager role have this function right.

Notes:

• For more details on function rights, go to System à Setup à Security à Function rights.
• For more details on roles, go to System à Setup à Security à Roles.

What version are you using?

The information in this document is based on product update 250.

How do I create a problem code?

1. On the Service: Problem codes page, click New.
2. Fill in the Code and Description fields.   
3. Click the Timestamp button to insert a timestamp.
4. Click Save.

Keep in mind: All fields with the "!" are mandatory.

How do I edit a problem code?

1. On the Service: Problem codes page, select the required problem code under the Code column.
2. Edit the description. You cannot edit the code.
3. Click Save.

How do I delete a problem code?

1. On the Service: Problem Codes page, select the check box that corresponds with the problem codes that you have created. You can select more than one, if required.
2. Click the Delete button.

How do I link solutions to problems codes?

1. On the Service: Problem codes page, select the required problem code under the Code column.
2. Click Add under the Linked solutions section.
3. Select the check box of the solution that you want to link.
4. Click Select.
5. Click Close.
6. Click Save.

How do I remove solutions from problem codes?

1. On the Service: Problem codes page, select the required problem code under the Code column.
2. Click at the solution that you want to delete. A message “Are you sure that you want to delete this record?” will be displayed.
3. Click OK.
4. Click Save.
5. Click Close.

Related documents

• Exact video library
• Overview of problem codes for Service management
• Overview of solution codes for Service management