Enter Support Key

Explanation

This activity is used to enter support information for a customer. The support information includes the name of the support organization, installation description, support type, and support level. A support key could be entered directly through the Support Key window or through the Support Agreement window. When creating a support key from an existing support agreement, the details of the customer, support organization, work calendar, time zone, support type, and support level will be copied to the support key. You can change all the copied information in the support key independent of the support agreement. 

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 agreement must have been entered for the particular customer in the Support Agreement window. 

System Effects

As a result of this activity, a support key will be created. The support key can be used when creating a case for a particular customer. 

Window

Support Key
Support Agreement 

Related Window Descriptions

Support Key

Procedure

To create a support key directly:

1. Open the Support Key window.
2. Create a new record. (F5)
3. Enter a value in the Customer No field. Use the List of Values to select a suitable value.
4. Enter a value in the Support Org ID field. Use the List of Values to select a suitable value.
5. Enter a description in the Support Key Description field.
6. Optionally, you can specify the following:

• Enter a description in the Installation Description field.
• Change/enter a value in the Work Calendar field. Use the List of Values to enter a suitable value.
• Select the Blocked check box to block a support key.

7. Enter a value in the Agreement ID field. Use the List of Values to enter a suitable value.
8. Optionally, modify the value in the Secured Information inherited from Support field. Use the List of Values to enter a suitable value.
9. Optionally, modify/enter a value in the Weight field.
10. Optionally, select the Restricted to identified Business Object check box to restrict the user to only enter business objects explicitly defined on the support key for cases using that particular support key.
11. Optionally, select the Show and Identify Business Objects check box to specify that the Business Object by Support Key dialog box should be opened when creating a case which uses this support key.
12. Save the record. (F12) 

To create a support key using the Support Agreement window:

1. Open the Support Agreement window and query for the relevant support agreement.
2. Right-click and then click Create Support Key. The Support Key window opens.
3. Optionally, change the value in the Support Agreement field. Use the List of Values to select a suitable value.
4. Perform steps 6 to 10 and 12 mentioned in the procedure To create a support key directly.
5. Optionally, enter a value in the Weight field.
6. Save the record.(F12)