## Setting Up Case Management Fundamentals

This chapter provides an overview of Case Management setup requirements and discusses how to:

- Set up Case Management user defined codes (UDCs).

- Set up Case Management constants.

- Set up processing options for Case Management.

- Set up business object reservations.

- Set up required fields.

- Set up activity rules.

- Set up advanced pricing information for cases.

### Understanding Case Management Setup Requirements

Before you can use any of the features of the JD Edwards EnterpriseOne Case Management programs, you need to define information that the system uses for controlling and processing cases. You also need to specify information that is used when you enter data into the system, such as when you enter a case, and the method used to escalate cases. The escalation method is defined through the system constants. When you enter cases, you can also assign tasks to cases.

### Setting Up Case Management User Defined Codes (UDCs)

This section provides an overview of case management UDCs.

#### Understanding Case Management UDCs

Before you can use any of the features of the support applications, such as JD Edwards EnterpriseOne Case Management, you need to define information that the system uses for processing. You also need to specify the data that is used when you enter cases in the system.

You can access most of these UDCs from the Case User Defined Codes menu (G17431). You can access all other UDC tables by entering UDC in the fast path field.

This table describes the information that you must set up for cases:

UDC | Type of Data
17/PR | Case Priority
17/CR | Case Reason
17/SC | Case Source
17/ST | Case Status
17/CT | Case Type
17/EN | Environment
17/GR | Geographic Region
H91/TZ | Time Zones
17/WT | Work Type
17/CB | Call Back
17/TN | Task Name
17/01 through 17/10 | Case Category Codes 1 through 10
00/RR | Object In Use Application ID. Use this UDC table to check when objects are in use in specific applications and to limit access to a record to only one user at a time. Set this UDC to check access in the Case Revisions program (P90CG501). To activate record locking, enter 1 as the first character in the Special Handling Code field. If you do not want to activate record locking, enter 0 as the first character in the Special Handling Code field.
01/ST | Address Book Search Type. Set up a search type in the Address Book to define provider groups.

### Setting Up Case Management Constants

To define default information for the entire system, you set up system constants. Constants control the types of information that you track and the rules that the system uses to perform calculations.

This section discusses how to set up Case Management constants. You must also set up the Customer Relationship Management (CRM) constants to activate the implicit save for case records.

See Setting Up the CRM Foundation System.

#### Form Used to Set Up Case Management Constants

Form Name | FormID | Navigation | Usage
S/WM System Constants Revisions | W17001C | Case Setup (G90CG), Service and Warranty Constants | Set up case constants.

#### Setting Up Case Management Constants

Access the S/WM System Constants Revisions form.

General

Select the General tab.

Check for Previous Cases and Work Orders on Customers | Select this option to check for any previous cases and work orders for the current customer number when you enter cases or work orders.
Check for Previous Cases and Work Orders on Customers | Select this option to check for any previous cases and work orders for the current product (inventory number) when you enter cases or work orders.

Case

Select the Case tab.

Provider Group Search Type | Enter the value from UDC 01/ST that specifies the Address Book search type for provider groups. When you add a provider group through the Provider Group Revisions program (P17506), the record is added to the F1797 table and the F0101 table with this search type.
Responsible BU Location (responsible business unit location) | Enter a code which determines which table the system uses to retrieve the responsible business unit for billing cases. Values are: 1: Inventory table (F4117/F41171). 2: Product Family/Model table (F1791). 3: Equipment table (F1201). 4: Customer Number table (F0101). 5: S&WM Line Type (Service and Warranty Management line type) table (F1793). 6: S&WM Customer Number (Service and Warranty Management customer number) table (F1797).
Type of Service | Enter a value from UDC 00/TY to indicate the classification type of request that is used for an entitlement check. The default value is W (case).
Mail Box for Escalation | Enter value from UDC 02/MB to define the location to hold messages for escalation.
Case Entitlement Trigger | Enter a value from UDC 17/ET to specify which field activates entitlement checking when you enter a case.
Escalation | Select the escalation method. Values are: 0: Do not use an escalation method. 1: Escalate using notification. Escalations are processed using the work center notification and by email. 2: Escalate using skill-levels. See Setting Up Case Priorities Using Notification Escalation Method. and See Setting Up Priorities Using Skill-Level Escalation Method.
Message Center Interface | Select this check box to create a message for the case and the task records. You can view the message in the Work Center.
Dynamic Word Rebuild | Reserved for future use.
Who's Who Required | Select this check box to specify whether the caller name for a case is required and must reside in the Address Book - Who's Who records. If this check box is selected, you cannot add the case unless the caller name is selected from the visual assist and resides in the F0111 table.
Log Status Change | Select this check box to specify whether the system records call status changes to the text that is associated with a case. If you select this check box, the system generates a line of text that includes the original status, the new status, the user, and a date and time stamp.
Use Base Price | Select this check box to specify whether the system uses base price for calculating case price. Select this field if you are using base pricing. If you are using advanced pricing, do not select this field; you need to set up additional fields for advanced pricing, which is discussed later in this chapter. See Setting Up Advanced Pricing Information for Cases.
Use Solution Advisor | Select this field to specify whether to use the Solution Advisor application. If you do not select this field, the system will use failure analysis. See Setting Up Solution Advisor. and See Working with Failure Analysis.

### Setting Up Processing Options for Case Management

Processing options enable you to specify the default processing for programs and reports.

This section discusses how to set processing options for:

- The Case MBF Processing Option program (P90CG002).

- The Case Entry program (P90CG504).

- The Case Update program (P90CG501).

- The Case CSS Inquiry and Add program (P90CG900).

- The CSS Case Update program (P90CG910).

- The Tasks program (P17504).

- The Work With Case program (P17500).

- The Time Entry program (P17505).

- CRM Case Related Actions (P90CG503).

Before you can process case information, you must set the processing options for several programs. These programs define and control how information is processed when you enter and revise cases. If you are using Customer Self Service, you must also define the processing options for CSS Inquiry and Add and CSS Case Update programs.

Note. This section includes only those processing options that are required to be set up during implementation and are used to define system-wide processes. To access these processing options, enter IV in the fast path, and then enter the program ID in the Interactive Application field.

#### Setting Processing Options for the Case MBF Processing Options Program (P90CG002)

Use these processing options to define the basis for the JD Edwards EnterpriseOne Case Management system.

Default

Access the Default tab.

1. Document Type | Use this processing option to specify the document type for the case. Enter a value from UDC 00/DT (Document Type).
2. Problem | Use this processing option to specify whether the symptoms information is automatically filled in using the first line of the media object text. Values are: Blank: Do not use the first line of the media object text. 1: Use the first line of the media object text as the symptom.
3. Caller Name | Use this processing option to indicate whether the system uses the Customer Name as the Caller Name. Values are: Blank: Do not use the customer's name as the caller name. 1: Use the customer name as the caller name.
4. Assignee | Use this processing option to determine whether the system uses the user ID as the default assignee. Values are: Blank: Do not use the user ID as the default for the assignee. 1: Use the user ID as the default for the assignee.
5. Reporting Codes | Use this processing option to specify whether the system uses the reporting codes of the assignee from the S/WM Address Book Information table (F1797). Values are: Blank: Do not use reporting codes from the S/WM Address Book Information table. 1: Use reporting codes from the S/WM Address Book Information table.
6. Phone Number Type for the fax number | Use this processing option to define the phone number type for fax number. This is user defined code (01/PH) that indicates the use of the phone number.
7. Status for Case is assigned | Use this processing option to specify the default status when the system assigns the case. Enter a value from UDC 17/ST.
8. Provider Group | Use this processing option to indicate the default Provider Group number. The Provider Group number that you enter in this processing option overrides the Provider Group from routing rules.
9. Case Type | Use this processing option to specify the case type that the system uses as a default for the Work With Case program (P17500). Enter a value from UDC 17/CT. If you leave this processing option blank, the system uses the default value from the data dictionary.
10. Cost Type | If you are billing for calls and the pricing method is flat rate, use this processing option to specify the default cost type. Typically, enter B1 (Direct Labor) as the default, or you can enter another value from UDC 30/CA (Cost Component Add-Ons).
11. Pricing Units | Use this processing option to specify the default pricing units on cases if you are billing for case and the pricing method is flat rate. Pricing units are quantities that the system uses to retrieve advanced pricing information, such as for price break levels based on quantities. Enter a number or use the default, which is 0 (zero).
12. Pricing Unit of Measure | Use this processing option to specify the default unit of measure used by the system to retrieve advanced pricing information. This option is used for billing for maintenance requests in which the pricing method is flat rate. Enter a value from UDC 00/UM (unit of measure). If you leave this processing option blank, the system uses EA (each).
13. Call Reason | Use this processing option to indicate the default Call Reason.
14. Responsible Business Unit | Use this processing option to indicate the default Responsible Business Unit.

Display

Access the Display tab.

1. Routing Information | Use this processing option to determine whether the system displays the routing information after pressing the OK button. Values are: Blank: Hide routing information. 1: Display routing information.
2. Equipment Information | Use this processing option to determine whether the system displays the equipment information when the Customer Number is entered. Values are: Blank: Do not display equipment information. 1: Display equipment information.
3. Who's Who Search/Select | Use this processing option to determine whether the Who's Who Search and Select appears when you move past the Customer Number field and the Caller Name field is blank. Values are: Blank: Do not display the Who's Who Search and Select form. 1: Display the Who's Who Search and Select form.

Versions

Access the Versions tab.

Processing Options 1 through 34 | Use these processing options to specify the default version of each program. These processing options do not apply to the Case application (P17501E). The default version of each program is listed here: Work With Previous Customer Case (P17500) Version. Default version = ZJDE0002. Work With Previous Product Case (P17500) Version. Default version = ZJDE0003. Case History (P17500) Version. Default version = ZJDE0004. Work With Tasks (P17504) Version. Default version = ZJDE0001. Time Entry (P17505) Version. Default version = ZJDE0001. Quick Customer/Contact Add (P01015) Version. Default version = ZJDE0001. Address Book Revisions (P90CA080) Version. Default version = ZJDE0001. Customer Master (P90CA080) Version. Default version = ZJDE0001. Customer Ledger Inquiry (P03B2022) Version. Default version = ZJDE0001. Vendor Master (P04012) Version. Default version = ZJDE0001. A/P Standard Voucher Entry (P0411) Version. Default version = ZJDE0001. Payment Inquiry (P0413M) Version. Default version = ZJDE0001. Eligibility (P08334) Version. Default version = ZJDE0001. Employee DBA Instructions (P050181) Version. Default version = ZJDE0001. Employee Profile (P060116) Version. Default version = ZJDE0001. Work With Employee (P0801) Version. Default version = ZJDE0001. Sales Order Entry (P42101) Version. Default version = ZJDE0006. Supply and Demand Inquiry (P4021) Version. Default version = ZJDE0001. Inquiry by Equipment (P48201) Version. Default version = ZJDE0002. Work Order Revisions (P17714) Version. Default version = ZJDE0001. Supplemental Data - Customer (P00092) Version Default version = ZJDE0003. Supplemental Data - Item (P00092) Version. Default version = ZJDE0001. Supplemental Data - Work Order (P00092) Version. Default version = ZJDE0007. Supplemental Data - Sales Order (P00092) Version. Default version = ZJDE0018. Equipment Master Inquiry (P1701) Version. Default version = ZJDE0001. Equipment Master Revisions (P90CD0001) Version. Default version = ZJDE0001. Contracts (P1720) Version. Default version = ZJDE0001. Print Case (R17674) Version. Default version = ZJDE0003. Case Workfile Generation (R17675) Version. Default version = ZJDE0001. Service Billing Inquiry (P4812) Version. Default version = ZJDE0001. Failure Analysis Tree Search and Select (P17763S) Version. Default version = ZJDE0001. Work with Failure Analysis (P17766) Version. Default version = ZJDE0001. Failure Analysis (P17767) Version. Default version = ZJDE0001. Failure Analysis Search and Select (P17768) Version. Default version = ZJDE0001.

Edits

Access the Edits tab.

1. Entitlement Check | Use this processing option to specify how the system performs the entitlement check. Values are: Blank: Do not perform entitlement checking. 1: Check the entitlement with the date table (F1791). 2: Check the entitlement without the date table (F1791).
2. Maximum days for reopening Case | Use this processing option to specify the maximum number of days that you can reopen a closed case. If you leave this processing option blank, you cannot reopen a closed case.
3. Date/Time Opened | Use this processing option to specify whether the system uses the current date and time as the beginning date and time when you reopen a case. Values are: Blank: The original date and time that the case was opened remain on the case. 1: The system uses the current date and time as the beginning date and time for the case.
4. Date/Time Returned | Use this processing option to specify whether to clear the date and time when a case is reopened. Values are: Blank: Leave the original date and time in the case. 1: Clear the date and time in the case.
5. Area Code and Phone Number | Use this processing option to specify whether the system requires you to enter the area code and phone number when you enter a case. Values are: Blank: Require the area code and phone number. 1: Do not require the area code and phone number.
6. Reason Code | Use this processing option to specify whether to require a reason code when you close a case. Values are: Blank: Do not require a reason code. 1: Require a reason code.

Process

Access the Process tab.

1. Copy the text | Use this processing option to specify whether the system copies media object text when you copy a case. Values are: Blank: Do not copy media object text. 1: Copy media object text.
2. Date/Time stamp | Use this processing option to determine where the Date/Time Stamp is printed in the comments area. You can choose to have the date/time stamp precede the comments (at the top) or after the comments (at the bottom). Values are: Blank: Print the date/time stamp on top of comments. 1: Print the date/time stamp at the bottom of comments.
3. Protect the Provider Group | Use this processing option to indicate whether the queue number can be changed. Values are: Blank: Allow changes to the queue number. 2: Do not allow changes to the queue number.
4. Protect Pricing Method | Use this processing option to specify whether the system prevents changes to the pricing method when you create a maintenance request. Values are: Blank: Allow changes to the pricing method. 1: Prevent changes to the pricing method. Note. If you allow changes to the pricing method, you can choose the flat rate pricing method, or the time and materials pricing method.
5. Customer inconsistent with Equipment Master | Use this processing option to specify whether the system verifies that the customer number on the case matches the customer number on the equipment master. If the customer numbers are different, you can specify whether the system updates the equipment master. Values are: Blank: Do not compare the customer numbers. 1: Display a prompt to update the customer number on the equipment master to match the customer number on the case. 2: Automatically update the customer number on the equipment master to match the case customer number.
6. Site inconsistent with Equipment Master | Use this processing option to specify whether the system verifies that the site number for the case matches the equipment master site number. If the site numbers are different, you can specify whether the system updates the equipment master. Values are: Blank: Do not compare the site numbers. 1: Display a prompt to update the site number to the equipment master to match the case site number. 2: Automatically update the site number to the equipment master to match the case site number.
7. Validate assignee in Provider Group | Use this processing option to determine when the assignee that is entered is set up in the queue. Values are: Blank: Do not check whether assignee is in queue. 1: Display error when assignee is in queue. 2: Display warning when assignee is in queue.
8. Check required fields | Use this processing option to specify whether the system verifies that there is information in the required fields. You define which fields are required in the Required Fields Setup (P1759) program or Status Rules Setup. Values are: Blank: Do not check the required fields. 1: Check the required fields.
9. Bill for Cases | Use this processing option to specify whether to bill for maintenance requests. You must activate this processing option if you need to enter billing information for maintenance requests. Values are: Blank: Do not bill for maintenance requests. 1: Bill for maintenance requests.
10. Next Number Processing | Use this processing option to specify whether the system captures next numbers that are temporarily assigned, but not used on permanent records. Values are: Blank: Do not capture burned next numbers. 1: Save burned next numbers as status 3.

Vertex

Access the Vertex tab.

1. Transaction Type for Flat Rate Billings | Use this processing option to specify the default transaction type for flat rate billing. If you leave this option blank, the system uses SERVIC. This processing option only pertains if Vertex's Quantum Sales and Use Tax Software (third-party tax software) has been implemented.

#### Setting Processing Options for the Case Entry Program (P90CG504)

Use these processing options to set up default processing for the Case Entry Program (P90CG504).

Versions

Access the Versions tab.

1. Case Master Business Function (P90CG002) for Case Add and 2. Case Update (P90CG501) Version. | Use these processing options to define the default version of the P90CG002 and P90CG501 programs. If you leave these options blank, the system uses version ZJDE0001.

#### Setting Processing Options for the Case Update Program (P90CG501)

Use these processing options to define default processing for the Case Update program (P90CG501).

Version

Access the Version tab.

1. Case Master Business Function (P90CG002) Version. | Use this processing option to define the default version of the P90CG002 program. If you leave this option blank, the system uses version ZJDE0001.

#### Setting Processing Options for the Case CSS Inquiry and Add Program (P90CG900)

Use these processing options to define default processing for the Case CSS Inquiry and Add program (P90CG900).

Versions

Access the Versions tab.

1. CSS Case Add (P90CG904) Version and 2. CSS Case Update (P90CG910) Version | Use these processing options to define the default versions of the P90CG904 and P90CG910 programs. If you leave these options blank, the system uses version ZJDE0001.

#### Setting Processing Options for the CSS Case Update Program(P90CG910)

Use these processing options to define default processing for the CSS Case Update program (P90CG910).

Version

Access the Version tab.

1. Case Master Business Function (P90CG002) Version. | Use this processing option to define the default version of the P90CG002 program. If you leave this option blank, the system uses version ZJDE0001.

#### Setting Up Processing Options for the Tasks Program (P17504)

You can configure the work space by setting processing options to include only the information with which you work directly. Some of the available options include case sequencing, sorting cases by priority or status, and preloading information to the work space to limit the information that appears. You can also lock tasks so that only one user at a time can review and change case information.

Defaults

The processing options on this tab define the defaults that the system uses when you run inquiries on tasks. Although you can override these values to search for tasks, you can specify defaults that are standard to most tasks on which you run inquiries in this version of Work With Tasks.

1. From status and 2. To status | Specify the From status or the To status. The system displays only those tasks that are within the status specified in the From status and To status processing options.
3. Document Type | Specify the document type for the system to use when you add a task directly through the Work With Tasks program. Document type CL (call) is the default. Enter document type if the case document type is different.
4. Status to use when a task is assigned. | Define the case status code from UDC 17/ST to use when a task is assigned.
5. Default the Assignee as the User | Specify the user as the default for the assignee. The system displays task that are assigned to the user. Values are: Blank: Do not specify. 1: Specify.
6. Default Document Type | Specify the document type for the system to use when you add a task directly through the Case Update program. The document type CL (call) is the default. Enter the document type if the case document type is different.

Edits

The processing option on this tab defines what information the system verifies when you enter a task.

1. Maximum Days for Reopening a Task | Specify the maximum number of days that a task can be closed and reopened. This processing option specifies the number of days that a closed task is eligible to be reopened. If you leave this processing option blank, the program does not check the number of days. Otherwise, enter a number to specify the number of days in which a user can reopen a task after it is closed.
2. Entitlement | Use this processing option to specify how the system performs the entitlement check. Values are: Blank: Do not perform entitlement checking. 1: Check the entitlement with the date table (F1791). 2: Check the entitlement without the date table (F1791).

Process

The processing options on this tab define the processing that the system performs for this version of Work With Tasks.

1. Check Required Fields | Specify whether the system verifies that there is information in the required fields. You define which fields are required in the Required Fields Setup program (P1759). Values are: Blank: Do not check. 1: Check. See Setting Up Required Fields.
2. Notify when task is entered/closed | Specify whether the system sends notification when a task is entered or closed. Values are: Blank: Do not send. 1: Send notification to provider group when task is entered and to originator when task is closed.
3. Notify Assignee | Specify whether the system sends notification to the assignee. Values are: Blank: Do not notify. 1: Notify.
4. Notify Queue | Specify if the system notifies the provider group. Values are: Blank: Do not notify. 1: Notify.
5. Bill for Cases | Use this processing option to specify whether to bill for maintenance requests. You must activate this processing option if you need to enter billing information for maintenance requests. Values are: Blank Do not bill for maintenance requests. 1 Bill for maintenance requests.

Versions

These processing options control the version that the system uses when it calls these programs:

1. Time Entry (P17505) Version, , and 2. Work with Failure Analysis (P17766) Version | Use these processing options to specify the default version. If you leave these processing options blank, the system uses the ZJDE0001 default version.

#### Setting Up Processing Options for the Work With Case Program (P17500)

You can customize the work space by setting processing options to include only the information with which you work directly. Some of the available options include case sequencing, sorting cases by priority or status, and preloading information to the work space to limit the information that appears. You can also lock cases so that only one user at a time can review and change case information.

Display

The processing options on this tab indicate the information that the system displays when you run inquiries on cases using this version of Work With Case. For example, you can set up these processing options so that the system only displays those cases within a status range based on a time zone, call back time, country code, and language.

1. Time Zone Filter | Specify whether the system verifies the time zone of the customer. The system displays cases based on time zones. Values are: Blank: Bypass time zone filter. 1: Check time zone filter. If you select the option to check the time zone and then set the processing option to verify a call back time, the system verifies whether the time at the customer's location in the customer's time zone is within business hours. If the customer time is earlier or later than the business hours, the system does not display the calls.
2. Starting Call Back Time | Specify the call-back time to filter calls. If the time at the customer location is earlier than this time and time zone filter check box on the Work With Case form is selected, the system does not display the calls. When you enter a call-back time, you must enter military time and include the hour, minutes, and seconds. For example, 130000 for 13:00:00. If you set this processing option to verify a call back time and select the option to check the time zone filter, the system verifies whether the time at the customer's location is earlier than that current time. If the customer time is earlier than the current time, the system does not display the calls.
3. Country Code | Specify whether the system displays the Country Code field for you to use as selection criteria. Values are: Blank: Hide. 1: Display. If you display the country codes, you can indicate selection criteria that the system uses to display calls. To specify which country code the system uses as a default, set the Default Country Code processing option.
4. Language | Specify whether to display the Language field. Values are: Blank: Hide. 1: Display. If you select to display languages, you can indicate selection criteria that the system uses to display calls. To specify which language the system uses as a default language, set the Default Language processing option.
5. From status and 6. To status | Specify the From status or the To status. The system only displays those cases that are within the status specified in the From status and To status processing options.
7. Number of days to use for date filter | Specify a number of days with which the system uses to calculate the Date Entered From/Thru fields. The system displays only cases within this date range. If you leave this processing option blank, the system does not calculate filter dates.
8. Priority column | Specify whether the system displays priority with color. The color setup is defined in UDC 17/PR in the Special Handling column. Values are: Blank: Without color. 1: With color.
9. CTI Interface (computer telephony integration interface) | Specify whether the system displays the CTI interface. Values are: Blank: Hide. 1: Display.
10. In Use cases | Specify whether the system displays the cases that are currently in use by a user. Cases that are in use are locked in the system so that only one user at a time can access case information. Values are: Blank: Display locked cases. 1: Do not display locked cases.

Defaults

The processing options on this tab define the defaults that the system uses when you run inquiries on cases. Although you can override these values to search for cases, you can specify defaults that are standard to most cases on which you run inquiries in this version of Work With Case, such as country code, language code, assignee, and provider group.

1. Country Code | Specify the country code that the system uses when the Country Code field appears. The system displays cases that have this country code. If you leave this processing option blank, the system does not use a specific country code in the selection criteria. You must also set the Display Country Code processing option on the Display tab to display country codes.
2. Language | Specify which language to retrieve as the default language when the Language field is displayed. The system displays only cases that indicate this particular language preference. If you leave this processing option blank, the system does not retrieve a default language. You must also set the Display Language processing option on the Display tab to display languages.
3. Assignee | Specify the user as the default for the assignee. The system displays cases that are assigned to the user. Values are: Blank: Do not specify. 1: Specify.
4. Provider Group | Specify the default provider group in the selection criteria. The system displays only cases that are assigned to this provider group. Values are: 0: Do not specify. Specific queue: Specify.
5. Document Type | Use this processing option to specify the default document type.
6. Case Reason | Use this processing option to specify the default case reason.
7. Responsible Business Unit | Use this processing option to specify the default responsible business unit.

Versions

The processing options on this tab defines the versions that the system uses when it calls these programs:

1. Case Update (P90CG501) Version | Use this processing option to specify the default version of the program. If you leave this processing option blank, the system uses the ZJDE0001 default version.
2. Case Add (P90CG504) Version | Use this processing option to specify the default version of the program. If you leave this processing option blank, the system uses the ZJDE0001 default version.
3. Supplemental Data (P00092) Version | Use this processing option to specify the default version of the program. If you leave this processing option blank, the system uses the ZJDE0003 default version.
4. Work With Tasks (P17504) Version | Use this processing option to specify the default version of the program. If you leave this processing option blank, the system uses the ZJDE0001 default version.
5. Work Center (P012501) Version | Use this processing option to specify the default version of the program. If you leave this processing option blank, the system uses the ZJDE0005 default version.
6. Print Case (R17674) Version | Use this processing option to specify the default version of the program. If you leave this processing option blank, the system uses the XJDE0003 default version.
7. Work with Failure Analysis (P17766) Version and 8. Failure Analysis (P17767) Version | Use this processing option to specify the default version of the program. If you leave these processing options blank, the system uses the ZJDE0001 default version.

Process

The processing options on this tab define the processing that the system performs for this version of Work With Case.

1. Deleting Records | Specify whether the system deletes records from the F17500 table. Values are: Blank: Delete. 1: Do not delete, but change its status to 4.

#### Setting Up Processing Options for Time Entry (P17505)

When you resolve a case, you need to enter time in order to accurately capture the amount of time spent on the issue for billing purposes. If you have contract and warranty agreements with customers that do not require billing by the hour, you still might need to report the time for accounting purposes. You can set the processing options to create either payroll batch transactions or general ledger transactions.

Setup options determine which stages of a case require time entry. You can set up the system to display the time entry form at any status change or only when the case is closed.

When you enter a case, the system calculates time entry information based on the time when you access the Case Entry form and the time when you exit the form. You can override the information, if necessary.

Process

The processing options on this tab define the processes that the system performs during time entry.

1. Write time entry records | Specify the tables to which the system writes the time entry records. Values are: Blank: Only F17860 table. 1: F0911Z1 and F17860 tables. 2: F06116Z1 and F17860 tables.
2. Protected time entry line | Specify whether you can change the time entry line when you inquire on time entry information. Values are: Blank: Do not protect. 1: Protect.
3. Round Actual Hours | Specify how to display the actual hours worked. Values are: Blank: Display actual hours. 1: Round to the quarter hour. 2: Round to a tenth of an hour. 3: Round to the half hour.
4. Round Billable Hours | Specify whether to round the billable hours. Values are: Blank: Do not round. 1: Round to the quarter hour. 2: Round to a tenth of an hour. 3: Round to the half hour.
5. Protect Minimum Hours and Amount | Specify whether to protect the information in the Minimum Hours and the Minimum Amount fields. Values are: Blank: Do not protect. 1: Protect.
6. Use Flex Accounting (FUTURE) | (Future Use) Specify whether to use flex accounting. Values are: Blank: Do not use. 1: Use.

Defaults

The processing options on this tab define the defaults that the system uses during time entry.

1. Hour Type | Specify the default hour type description code from UDC 17/WT. If you leave this processing option blank, the system does not retrieve the description.
2. Cost Type | Specify the default cost type if you bill for cases and the pricing method is time and materials. Typically, you enter B1 (direct labor) as the default, or you can enter another value from UDC 30/CA (cost component add-ons).
3. Labor Unit of Measure | Specify the labor unit of measure for the Time Entry program. Enter a value from UDC 00/UM. If you leave this processing option blank, the default for the Labor Unit of Measure field is HR (hours).
4. Minimum Hours | Specify the minimum hours on each time entry record. If you leave this option blank, the default for the Minimum Hours field is 0.
5. Subledger | Specify the information that the system records in the Subledger field when you create time entry records for the F06116Z1 or the F0911Z1 table. Values are: Blank: Leave the Subledger field blank. 1: Case number. 2: Customer number. 3: Site number. 4: Short item number. 5: Contract number. 6: Equipment number.
6. Labor Unit of Measure for Hour | Specify the unit of time that the system uses for the Hour field, such as HR. The system uses this processing option for Labor Unit of Measure conversion. You must specify a value for this processing option if you want the system to upload the time entry record to the F06116Z1 table. Enter a value from UDC 00/UM.
7. PDBA Code | Specify the default value for the PDBA code. The PDBA code defines the type of pay, deduction, benefit, or accrual. If you leave this processing option blank, the system leaves the PDBA code blank. Pay types are numbered from 1 to 999. Deductions and benefits are numbered from 1000 to 9999.

Versions

The processing options on this tab defines the versions that the system uses when it calls these programs:

1. Service Billing Inquiry (P4812) , 2. Customer Ledger Inquiry , and 3. Time Entry MBF (P050002A) | If you leave these processing options blank, the system uses the ZJDE0001 default version.

Vertex

The processing option on this tab defines the Vertex transaction type for labor billing.

1. Transaction Type for Labor Billings | Specify the Vertex transaction type that the system uses when calculating taxes for time entry billing. Use this transaction type only if you bill for cases and the pricing method is Time and Materials. Enter a value from UDC 83/TY (Vertex Transaction Type). If you leave this processing option blank, the system uses the transaction type SERVIC.

#### Setting Up Processing Options for CRM Case Related Actions (P90CG503)

From the Case Revisions form or the Case Entry form, you can create and review a list of actions related to the case. Through the Related Actions tab, you can access other programs to associate sales orders, quotes, work orders, returned material authorization (RMA), scripts, action plans, and leads to cases.

Versions

The processing options on this tab defines the versions that the system uses when it calls these programs:

1. Sales Order (P42101) Version , 2. Quote (P42101) Version , and 3. Leads (P90CB010) Version | Use this processing option to specify the default version of the program. If you leave these processing options blank, the system uses the ZJDE0001 default version.
4. Work Order (P90CD002) Version and 5. Return Material Authorization (P400511) Version | Use this processing option to specify the default version of the program. If you leave these processing options blank, the system uses the ZJDE0001 default version.
6. Script (P90CF160) Version , 7. Script Runtime (P90CF180) Version , and 8. Equipment Work Order (P17714) Version | Use this processing option to specify the default version of the program. If you leave these processing options blank, the system uses the ZJDE0001 default version.

### Setting Up Business Object Reservations

This sections provides an overview of business object reservations, lists a prerequisite, and discusses how to use business object reservations.

#### Understanding Business Object Reservations

Use the Business Object Reservation program (P00095) to view records, such as cases, that are locked. This program is shared by other programs as well, such as the Employee Master program and the Work Order Entry program, to review and unlock records. You can use this program to unlock records that have been locked because of system issues.

#### Prerequisite

You must define the program as a value in the Object in Use Application ID UDC (00/RR). For example, if you want to view cases that are locked, you must set up the Case Update program as a value in the Object in Use Application ID UDC.

#### Form Used to Set Up Business Object Reservations

Form Name | FormID | Navigation | Usage
Business Object Reservations | W00095A | Periodic Support Processing (G90CE02), Business Object Reservations | Search for records that are locked. If you want to unlock a record, select the record and click theDelete button.

#### Using Business Object Reservations

Access the Business Object Reservations form.

Object Name | Enter the name that identifies a system object in the header area or on the Query By Example (QBE) line. Examples of system objects include: Batch applications (such as reports) Interactive applications Business views Business functions Business function data structures Event rules Media object data structures
Application | Enter the batch or interactive program number in the QBE line.

### Setting Up Required Fields

You can define the fields in which you are required to enter information before the system advances a case to the next status in the queue. Required fields can be based on specific request document types, request queues, and request types; or they can be set up to cover all document types, queues, and request types. For example, when a live request (call type 1) appears in the VIP queue and you advance it to the complete status (999), you can complete the reason field (CALLRN).

This section lists a prerequisite and discusses how to set up required fields for Case Management.

#### Prerequisite

Set the Check Required Fields processing option to enable the system to verify that information exists in the required fields.

See Setting Up Processing Options for the Work With Case Program (P17500).

#### Form Used to Set Up Required Fields

Form Name | FormID | Navigation | Usage
Work With Case Required Fields | W1759B | Case Setup (G90CG), Required Fields On the Work With Case Required Fields form, enter the table number in the File Name field and click Find. | Define required fields.

#### Setting Up Required Fields for Case Management

Access the Work With Case Required Fields form.

Complete the form to set up required fields for cases.

File Name | Enter the table name. Enter F1755 to specify Case Master table, and F1757 to specify Task Master table.
Data Item | Enter the alias. You cannot change the alias. If you set up required fields for cases, you select data item fields from the F1755 table. If you set up required fields for tasks, you select data item fields from the F1757 table.

### Setting Up Activity Rules

Set up activity rules to define how the system processes cases.

This section provides an overview of case activity rules and discusses how to set up activity rules.

#### Understanding Case Activity Rules

You can set up activity rules for cases to define the status flow for cases and to define the next step, based on the current status. To have the system proceed to the next step, you must enter the next status in the Last Status field. If you do not include the next status, the case is considered complete. If you enter an open status code in one of the other columns, you can reopen the case.

#### Form Used to Set Up Activity Rules

Form Name | FormID | Navigation | Usage
Case Provider Group Status Revisions | W17506D | Case Setup (G90CG), Provider Group Revisions Select Provdr Group Status (provider group status) from the Form menu on the Work With Provider Groups form. | Define activity rules for cases.

#### Case Activity Rules Example

This table is an example of how you might set up case statuses. The Last Status column shows the status of the case and the Status Description column provides a description of the status. The remaining columns in the table show the next statuses that are allowable for the case at the last status. For example, you can change an open case (100) to an active case (150). Then you might leave a message (250), or you might cancel the case (997). A case that has the last status of Complete (999) can be reopened (100).

Last Status | Status Description | Next Status | Other | Other
100 | Open | 150 | 250 | 997
150 | Active | 999 |  |
250 | Left Message | 999 |  |
997 | Cancel |  |  |
999 | Complete |  | 100 |

#### Setting Up Activity Rules

Access the Case Provider Group Status Revisions form.

Last Status | Enter a code that specifies the status of a case.
Next Status | Enter an active customer issue status. This is used as default status when a user activates a customer issue. If you consider the last status that you enter to be a closed case, leave this field blank. If the Next Status field is blank, the system treats the case as closed. If you want to be able to reopen a closed case, enter the Open status in one of the Other status fields.
Protect History | Enter a code that specifies whether you can change a case that has a particular status.
Auto Update | Enter a code that specifies whether the system can update a case that has a particular status.
Time Entry | Enter a code that specifies whether the system displays a time entry form for a particular status.
Failure Analysis | Enter a code that specifies whether the system displays a failure analysis form for a particular status.

### Setting Up Advanced Pricing Information for Cases

This section provides an overview of Advanced Pricing for Case Management and lists a prerequisite.

#### Understanding Advanced Pricing for Case Management

You can attach an advanced pricing adjustment schedule to a case. Setting up advanced pricing for cases enables you to price items and services by using an advanced pricing structure, and it enables you to streamline pricing setup and maintenance.

A price and adjustment schedule contains one or more adjustment types for which a customer or an item might be eligible. The system applies the adjustments in the sequence that you specify in the schedule. You link customers to a price and adjustment schedule through the customer billing instructions.

When you enter a case, the system copies the schedule attached to the sold-to address into the order. You can override this schedule at the header level.

To set up advanced pricing for cases, you follow the same steps that you use to set up advanced pricing for Service Management.

#### Prerequisite

Before you can attach an adjustment schedule to a case, you must complete these tasks:

- Set up preference hierarchies.

- Set up customer service detail groups.

- Set up price adjustment definitions.

- Set up adjustment schedules.

- Set up adjustment details.

See Understanding Case Management Billing.

and

See Setting Up the CRM Foundation System.