To define a case trigger rule for a repair status code

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Once a relevant repairs-focused entity (say, a works order) reaches a predefined status (e.g. completed, fully invoiced, etc.), there is the opportunity to launch a Generic Case or CRM Case automatically, which can then be used to steer follow-up activities, customer surveys, and the like, in a controlled and consistent way. Within the sphere of repairs, there are several entity types compatible with this repair status trigger functionality: Repair Request, Repair Inspection, Works Order, Work Package, and Variation. The automatic launching of cases in response to a supported entity reaching a specific status is carefully controlled through the creation of custom criteria, concentrating on additional attributes, characteristics, and outcomes that warrant further action. For routine record matching requirements, the Advanced Statement Builder can be employed within a case trigger rule to construct the logical conditions, defining business rules to control the record matching process. Any number of discrete statements can be created within the condition workspace and then combined into an overall algorithm using standard Boolean operators. Alternatively, for more complex conditions, these can be defined through a bespoke SQL stored procedure, activating the Use Advanced Query attribute, and entering the subroutine descriptor into the adjacent Stored Procedure Name field.


The procedure to define a case trigger rule for a repair status code is as follows:

  1. Navigate to Quick Menu > Repairs > Configuration > Status Codes. The Status Code Details window is displayed.
  2. Expand a valid entity heading and select a repair status code from the alphabetical list, or type its name into the Search Status field. By default the list is filtered to show Current status codes. An alternative filter can be applied using the Select view drop-down field: Expired, Future or All combinations 1.
  3. Click on Case Configuration. The Case Configuration tab is activated.
  4. Click on New Case Configuration. The Repair Status Case Configuration window is displayed.
  5. Enter a Description for the new case trigger rule into the field provided 2.
  6. Using the Company drop-down field, select a company applicable to the operating boundary of this case trigger rule.
  7. Using the Classification drop-down field, select the type of case to be triggered upon reaching this repair status code i.e. Generic Case or CRM Case.
  8. Using the Case Type / Subject drop-down field, select the relevant case option within the overarching classification.
  9. Activate the All repair types tick box to assign all parameter values to this case trigger rule, or multi-select a subset using the adjacent drop-down field (e.g. Planned, Void, Insurance claim, etc.) 1.
  10. Activate the All priorities tick box to assign all parameter values to this case trigger rule, or multi-select a subset using the adjacent drop-down field (e.g. 24 Hour Emergency, Next Day, Monthly, etc.).
  11. Activate the All contracts tick box to assign all contracts to this case trigger rule, or multi-select a subset using the adjacent drop-down field.
  12. Where only a proportion of cases need be generated for the matching entity status code, enter the Case Creation Percentage value into the field provided.
  13. Choose an Effective from date for this new case trigger rule i.e. the date on which it came into effect 3.
  14. Choose an Effective to date if the case trigger rule needs to be reviewed at a future point in time or to capture a change of policy; a blank field means the rule will never expire.
  15. Click on Save. The new case trigger rule is displayed in the alphabetical list, underneath the associated entity heading 4.


Tip

1 Where only a small number of parameter values are not required, activate the All tick box first and then deselect individual items from the full list, as required; the All tick box will be automatically removed once an item is deselected.

Note

1 The Search Status field will match against any element of the custom repair status description.

2 System validation rules ensure that the description entered for each new case trigger rule is unique for the effective period.

3 The Effective from date defaults to the current system date and cannot be left blank.

4 Once the configuration rule becomes active, the incremental counters capturing the Number of entities versus the Number of cases will reflect the operating percentage split.


See related topics...

To define a custom repair status code

To add entity criteria to a case trigger rule