Enter Support Agreement
Explanation
This activity is used to create support agreements, with specific support levels
for a customer.
Prerequisites
- A customer must have been entered in IFS/Enterprise.
- A support organization must have been entered
on the
Support Organization Basic Data/Support Organization tab.
- A support level must have been defined on the
Support Agreement Basic Data/Support Level tab.
- A support type must have been defined on the
Support Agreement Basic Data/Support Type tab.
System Effects
- Support levels can be specified for
cases or the case will inherit the default support level.
- You can keep track of customer contacts and provide the
call center with
critical information on the customers.
- You can create a support key for
the particular customer using the information entered in the agreement with the
option of changing the values as needed.
Window
Support Agreement
Related Window Descriptions
Support Agreement
Procedure
- Open the
Support Agreement window.
- Create a new record. (F5).
- Enter a value in the Customer No field. Use the List of Values to
enter a suitable value.
- Enter a value in the Support Org ID field. Use the List of Values
to enter a suitable value.
- Optionally, you can specify the following:
- Enter a value in the Agreement
Reference field.
- Change the values in the Work Calendar and Support
Level fields. Use the List of Values to enter suitable values.
- Select a value for the Support Type field.
- Enter dates for the Effective From and Expires fields.
- Change the default values in the First Reaction Time, Severity
1, Severity 2, Severity 3, Severity 4 and Response
Interval fields.
- Select the Support to Named Contacts Only check
box to specify that the support agreement will apply only to given customer
contacts.
- Select the Blocked check box to block the
agreement temporarily.
- Save the record.(F12)
- Optionally, right-click and then click Create Support Key. The
Support
Key window opens. Enter relevant details.
- If you wish to attach a document to the support agreement, click the
Attachments tab in the context pane.
- Click the Documents link.
- In the
Documents window,
click Attach.
- Populate the resulting Attach Document dialog box.
- Select the rows for one or more of the documents and click OK.
- Click OK on the message that appears. The connected documents
will be visible in the lower window.