Templates are used to store common layout of forms using variables that can be automatically filled. CRM templates can be applied to an incidents, an email or used as filter. Control File TMSCRM/TMP-OVR can be utilised to make it easier for users to accurately record incidents. Settings in TMSCRM/TMP-OVR can be defined to de-activate fields, default values from parameters or the template, which can be overridden or locked.
User defined keys (issue keys) from control file TMSCRM/ISS-KEY can be entered as subjects to allow you to specify values that can be captured depending on the nature of the incident. For example if you want to create an incident on a purchase order, you can specify creditor number and the purchase order number as subjects that would be prompted on the incident to be captured.
This program allows you to create
- CRM manual templates for incidents and add text to it
- CRM system templates which are used by the system to automatically create incidents for specific processes within the system.
- Filter templates that can be used to display specific type of incidents.
Contents
Create a manual template
Manual CRM templates are used when an incident is manually created.
- In the menu, expand Publishing Modules > Customer Relationship Management > CRM Other Maintenance > CRM Templates and double-click Work with CRM Manual Template. CRW030 Work with Manual Template panel appears, listing all the existing manual templates within CRM.
- Click Add. CRW030 Work with Manual Template panel appears in Add mode.
- Enter the Template ID to identify the template type and add a description for the template.
- Select the source from TMSCRM/ISS-SRC.
- Click OK. CRW030 Work with Manual Template detail panel appears.
| Field | Description |
| Status | The status of the incident would indicate the current state of the incident. The status codes are system defined and setup in control file TMSCRM/ISS-STS. |
| Priority | Incidents are prioritized with a number in the range of 1 to 9 with 1 being of highest priority. |
| Owner | In Work with Incidents this is the person who owns the incident, its value is dependent on the template setup; whether its defaulted from the template or parameter and whether it can be overridden. |
| Assignee | Assignee is the user who is responsible to address the incident once the incident is assigned to them. The assignee can be the same as the owner. Both Owner and Assignee will be able to access their incident and change the details. |
| Contact | Contact on an incident is the representative of the customer or the customer's contact person for the incident. |
| Cust ref | The reference given by the customer. |
| Our ref | An internal reference given to the incident being raised. |
| Level 1-5 | Levels 1- 5 refers to the types of the incidents; Level 1 normally refers to the nature of the incident, levels 2 and 3 is used to identify the area and actions or activity while levels 4 and 5 further classify the incidents as required by the customer. |
| Notification | Notification templates can be added to CRM template to send notification as setup in XAW450 Work with Notification. In the end-of-day process, CRM notification processor will select the outstanding incidents and trigger to send the notification emails. |
| Due date | This is the due date the incident must be completed by. Due date can be preset in the template as number of days or weeks from the incident entry date. Due date along with start date and completion date is important to work out response/turnover times of incidents for management analysis. |
| Start | In Work with Incidents start date, duration and status are updated when completing or updating an incident. |
| Complete | This is actual date when the incident is completed. An Incident with tasks attached can only be completed or flagged as finished when all tasks have been flagged as finished or closed. |
- For each field determine how that field is to be overridden when the template is being used. Valid override types are;
0 = Inactive
1 = Default template value, Allow override
2 = Default template value, Output/Lock
3 = Default parameter value, Allow override
4 = Default parameter value, Output/Lock
5 = Default template value, Input, Optional
6 = Default parameter value, Input, Optional
Template values are supplied in the template where as parameter values are supplied by the system e.g. owner value = current user.
- After entering the incident details Page down to enter the subjects of the incident. Upto 5 subjects are supported in any template. Subjects can be pre-set in the template, i.e. incident created from the template will have preset subjects (which cannot be removed. Any subjects that are not defined on the template can be added during incident maintenance to hold additional information.
| Note |
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- Click OK to save the template. The saved template can now be used to create incidents.
Create a system template
System templates are used by the system for automatic generation of incidents, for example when certain fields are changed in Customer masterfile, the system will automatically generate an incident of the change for customer history purposes.
- In the menu, expand Publishing Modules > Customer Relationship Management > CRM Other Maintenance > CRM Templates and double-click Work with CRM System Template. CRW030 Work with System Template panel appears.
- Click Add. CRW030 Work with System Template panel appears in Add mode.
- Enter the Template ID to identify the template type and add a description for the template.
- Select the source from TMSCRM/ISS-SRCE. Example A/R payment, Order Processing, Customer Maintenance etc. System templates uses TMSCRM/ISS-SRCE then looks at TMSCRM/TMP-VAR Template Variables to determine the variables for the template.
Define a filter
Filters are used to display specific incidents, for example a filter called TO-DO is used to display list of the incidents which are needed to be done, or filter called SEM is used to display all the seminars.
- In the menu, expand Publishing Modules > Customer Relationship Management > Maintenance and double-click Work with CRM Filter. CRW030 Work with Filter Template panel appears, listing all the existing filter templates within CRM.
- Click Add. CRW030 Work with Filter Template panel appears in Add mode.
- Enter the filter ID to identify the template type and add a description for the filter template
- Click OK. CRW030 Work with Filter Template detail panel appears to define the template fields.
- For each field determine how that field is to be overridden when the template is being used. Prompt and select valid override types from control file TMSCRM/TMP-OVR.
| Note | Each filter can be customised to suit the task. Fields can be made inactive so that they are not used in a particular filter. Fields for each filter can be in a different sequence. |
| Field | Description |
| Status | The status of the incident would indicate the current state of the incident. The status codes are system defined and setup in control file TMSCRM/ISS-STS. |
| Priority | Incidents are prioritized with a number in the range of 1 to 9 with 1 being of highest priority. |
| Owner | In Work with Incidents this is the person who owns the incident, its value is dependent on the template setup; whether its defaulted from the template or parameter and whether it can be overridden. |
| Assignee | Assignee is the user who is responsible to address the incident once the incident is assigned to them. The assignee can be the same as the owner. Both Owner and Assignee will be able to access their incident and change the details. |
| Contact | Contact on an incident is the representative of the customer or the customer's contact person for the incident. |
| Reference | The reference given by the customer. |
| Our reference | An internal reference given to the incident being raised. |
| Due date | This is the due date the incident must be completed by. Due date can be preset in the template as number of days or weeks from the incident entry date. Due date along with start date and completion date is important to work out response/turnover times of incidents for management analysis. |
| Start | In Work with Incidents start date, duration and status are updated when completing or updating an incident. |
| Complete | This is actual date when the incident is completed. An Incident with tasks attached can only be completed or flagged as finished when all tasks have been flagged as finished or closed. |
Add text to a template
- In the menu, expand Publishing Modules > Customer Relationship Management > CRM Other Maintenance > CRM Templates and double-click Work with CRM Manual Template. CRW030 Work with Manual Template panel appears.
- Select the manual template to add text to and click option Text.
- Enter the text as required and prompt to select required variables.
- Place a < > sign around the area for manual input.
- Click OK to save the text.
Add an attachment to a template
You can add attachment to the template, such as an application form. When an incident created from a template with attachment, the user can see the template form (in additional to incident specific attachments). The template attachments can only be downloaded, it cannot be changed or deleted. The download path for the attachment must be defined in Data Exchange as function “CRMATTACHD“. Java agent must be running.
- In the menu, expand Publishing Modules > Customer Relationship Management > CRM Other Maintenance > CRM Templates and double-click Work with CRM Manual Template. CRW030 Work with Manual Template panel appears.
- Select the manual template to add an attachment to and click option Attachment.
