C/C/C Info (Multi-unit Projects - Primary Information) |
The C/C/C Info tab enables you to view and record complaint (symptom), cause (fail code), and correction (work accomplished code) information on service requests on multi-unit projects. (Complaint, cause, and correction is commonly referred to as 3C.)
If you use service requests to track detailed 3C data for all work performed so that you can specify the manufacturer-specific codes to reclaim warranty costs, you may want to use this tab. You can specify the symptom for the job as well as other detailed 3C coding for the work required under the project. If the manufacturer has provided specific codes to be used when claiming the project work, you can specify them on the project before generating the service requests.
If you are using detailed 3C data on a project and you generate work orders, a service request is automatically generated and assigned to the work order in order to track the 3C data for the project work.
The Primary Information screen supports location-level access control, so you must belong to a user group with the applicable authorizations to make changes or updates.
Tip: To limit the display of information in the grid and maximize performance, use the filter. You can sort on project ID, originator, begin/completion date, campaign number, and account ID, among other values.
The fields in the top section of the tab define the data that displays.
Project ID
Identifier of the project currently selected in the grid or that you are defining. This field has a list box. If the ID already exists, the project description displays to the right of the ID.
Status
The status of the project. This field is display only.
PENDING: There are no work orders or service requests associated with the project; the work orders or service requests associated with the project have a status other than CLOSED
COMPLETED: The work orders or service requests associated with the project have a status of CLOSED
Data in the fields in the bottom section of this tab provide additional information about the complaint, cause, and correction. All fields are optional.
Symptom
Symptom associated with the service request. This field has a list box. The symptom description displays to the right. If the project had a symptom when the service request or work order was generated, it cannot be removed from this tab.
Symptoms are defined on the Basic Info tab of the Data -> Shop Activity -> Setup -> Symptoms screen.
When you generate a work order on a multi-unit project that has a symptom, the system creates a work order for every equipment unit and then generates a service request for that symptom for every unit on the project. A service request is attached to each generated work order. Every task on the project is attached to both the work order and service request.
If you generate a work order on a multi-unit project that does not have a symptom, the system creates a work order and puts all the tasks on the project on it. No service request is generated.
When you generate a service request on a multi-unit project that has a symptom, the system creates a service request for the symptom for every equipment unit on the project. All the tasks on the project are listed on the service request.
If you generate a service request on a multi-unit project that does not have a symptom, the system creates a service request for every task for every equipment unit on the project.
Note: If you update the information on a symptom-generated project, PENDING or OPEN service requests are automatically updated with the new symptom. If you change the symptom, PENDING service request for the old symptom are automatically unlinked from the work order and deleted. The work order must have a status of PENDING and the service request may not have any charges on the work order associated with it. A new service request is generated automatically and linked to the work order.
Manufacturer complaint ID
Manufacturer-specific complaint code. This field has a list box. The complaint code description displays to the right. Manufacturer complaint codes are defined on the Data -> Warranty -> Setup -> Manufacturer Complaint Codes screen.
Comment - Shop
Free-form text field for shop comments. If the Symptom field has an entry, a description of the symptom is the first entry in this field.
Comment - Warranty
Free-form text field for warranty administrator complaint comments.
Fail/cause
Reason for or cause of the failure. This field has a list box, whose choices are restricted based on the equipment unit's asset category and symptom. The fail/cause code description displays to the right.
Note: For a task to be added to a generated work order, it must support the equipment's default repair location. For a task to be added to a generated service request, it must support the equipment's asset category.
Fail/cause codes are defined on the Data -> Shop Activity -> Setup -> Failure/Cause Codes screen. Task IDs are associated with asset categories on the Asset Categories tab of the Data -> Shop Activity -> Setup -> Tasks -> Primary Information screen. The Asset Categories tab also specifies whether asset category restrictions are in effect for a specific work accomplished code.
Manufacturer cause ID
Manufacturer-specific cause code. This field has a list box. The cause code description displays to the right. Manufacturer cause codes are defined on the Data -> Warranty -> Setup -> Manufacturer Cause Codes screen.
Comment - Shop
Free-form text field for shop cause comments. If the Fail/cause field has an entry, a description of the fail/cause is the first entry in this field.
Comment - Warranty
Free-form text field for warranty administrator cause comments.
Correction - Shop
Free-form text field in which you can enter shop correction comments.
Correction - Warranty
Free-form text field for warranty administrator correction comments.
Causal part ID
Identifier of the part that caused the failure. This field has a list box. If the part ID already exists, its description displays in the unlabeled field to the right. You can also enter a part ID in this field.
Part IDs are defined on the Data -> Parts Items -> Primary Information screen.
Suffix
Suffix associated with the causal part, if any.
Description
Description of the causal part, if any.