Problem Types

Problem types are used to define specific service call issues and recommended resolutions.

Creating a Problem Type

1. In WennSoft Service, select the Settings area.

2. Under Service Call Settings, select Problem Types.

3. Select New.

General Tab

1. On the General tab, enter the following information:

   • Name (required): Enter the name of the problem type.

   • Owner (required): Defaults to the user who creates the problem type.

   • Description: Enter a brief description.

2. Select Save.

Details Tab

1. On the Details tab, enter the following information:

   • Default Service Call Type: The service call type that applies to a service call when a user chooses this incident type.

   • Estimated Duration: The duration for this problem type. A service call duration is the sum of all problem type durations.

2. Select Save.

Products Tab

After saving the new problem type, you can optionally add products that technicians need to complete the problem type.

1. On the Products tab, select New Incident Type Product.

2. Enter the following information:

   • Name: A name for the product line item.

   • Product (required): An existing product or create a new one.

   • Unit (required): The unit that determines the pricing and final quantity for this product.

   • Quantity (required): The number of units to add to the service call for this incident type.

   • Description: A description of the product line item that appears on the customer invoice.

   • Internal Description (optional): A description with details for the technician.

   • Line Order: If you have multiple products, set a numeric value that defines the order in which products show on the service call product list.

3. Select Save to add more products or Save & Close to return to the problem type.

Services Tab

Add services that technicians provide.

1. On the Services tab, select New Incident Type Service.

2. Enter the following information:

   • Name: A name for the service line item.

   • Service (required): An existing service or create a new one.

   • Unit (required): The quantity or measurement for the service.

   • Duration: The duration of time it should take the technician to complete the service.

   • Description (optional): A description of the service line item that appears on the customer invoice.

   • Internal Description (optional): A description with details for the technician.

   • Line Order: If you have multiple services, set a numeric value that defines the order in which services show on the service call service list.

3. Select Save to add more services or Save & Close to return to the problem type.

Characteristics Tab

Characteristics are skills or attributes related to resources that help schedulers find the right technician for the job. For example, knowledge of the Spanish language or access to a specific building.

1. On the Characteristics tab, select New Incident Type Characteristic.

2. Enter the following information:

   • Characteristic: An existing characteristic or create a new one.

   • Rating Value: The required level of proficiency. If left blank, all proficiency levels are acceptable if the resource has the matching characteristic.

3. Select Save and Close.

Resolutions Tab

Resolutions let technicians document whether the problem was completed.

1. On the Resolution tab, select New Incident Type Resolution.

2. Choose a Resolution or create a new one.

3. Select Save and Close.

Notes Tab

You can add notes and attachments to the problem type on the Notes tab.