Exact Synergy Enterprise

Creating and maintaining solution codes for Service management

Menu path

Service management à Setup à General à Solution codes 

Introduction

This page allows you to create or maintain a solution code per service item that is selected at the service activity. The predefined solution can be used in the service activities. This can be used for multiple purposes, such as planning for service engineers and running reports or statistics on the types of solutions that have been reported and how the problem was solved. To be able to select the predefined solutions in the service orders, it is necessary to create a master data for solution codes. A solution can be linked to one or more problem codes.

Roles and rights

To view the solution codes, function right 860 – View service solution 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 solution codes, function right 880 – Maintain service solution codes is required. Users with the Service desk, Service engineer, 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 solution code?

1. On the Service: Solution 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 solution code? 

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

How do I delete a solution code? 

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

How do I link problems to solution codes?

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

How do I remove problem codes from solution codes?

1. On the Service: Solution codes page, select the required solution code under the Code column.
2. Click at the problem 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