Service campaigns

In this procedure, administrators can manage service campaigns. With a service campaign, you can generate a case for each serial number included in the service campaign. You can, for example, use service campaigns to generate cases for actions that are to be taken at the next service occasion. This can be useful e.g., if a software update is required upon the next planned service, or if an error has been discovered in a component and you want to check all products that contain the component. Generated service campaign cases will be of the basic type Customer nonconformity.

Serial numbers that are linked to a pending service campaign are marked in the serial number list as well as in the detailed view for a serial number.

Creating a service campaign

To be able to create a new service campaign, you need a case template of the type Service campaign, as well as a parent case that the cases generated are linked to. This template is used for the cases that the service campaign generates. The template, like other templates, affects which information the user can or must enter in order to update the case.

You create a case template that is linked to Service campaign in the procedure Case templates that is found in the drop-down menu under Cases.

This field is mandatory.

Parent case

Here you enter which case acts as a link between all cases generated for the service campaign.

This field is mandatory.

Name

Here you can name the service campaign. You can add translations for the name.

Use customer from customer order

If this checkbox is not checked, the customer the case is registered for will be loaded from the owner on the serial number.

If this checkbox is checked, the customer the case is registered for will be loaded from the initial order on the serial number.

Our reference

Here you can enter the reference that will be used as Our reference on cases generated.

Cause code

Here you can enter the cause code that will be used for cases generated.

Cause description

Here you can enter the cause description that will be used for cases generated.

Serial numbers

In this field you can enter the serial numbers you want cases generated for.

A validation will take place to ensure that there is a customer linked to the serial number according the the Use customer from customer order setting.