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E1: 17: Case/Call FAQ (P90CG504, P90CG002, P90CG501,P90CG503, R17674, P1759) [Video] (Doc ID 1477345.1)

Last updated on JULY 15, 2021

Applies to:

JD Edwards EnterpriseOne Case Management - Version 8.11 Base and later
JD Edwards EnterpriseOne Service Management - Version 8.11 Base and later
Information in this document applies to any platform.


This document will answer frequently asked questions on Case/Calls.

Questions and Answers

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In this Document
Questions and Answers
 Question 1:  What controls how the dates are written to the F1755 table? 
 Question 2:  How does the Case Priority default into the P90CG504 Case Entry screen?  It is always showing as "2".
 Question 3: What is the functionality behind the Date/Time Stamp processing option in P90CG002 - Case Management MBF?
 Question 4:  How can messages be set up so that text entered in a case in Update mode will display in the Work Center?
 Question 5:  How do the G/L class codes default into the call entry form (P90CG504)?
 Question 6:  Should the Case Print Program, R17674, print Internal and External attachments with the processing option set to Print Media attachments?
 Question 7:  How are e-mails sent to a distribution list for a provider group when the case is created, and when the case is un-assigned for that provider group?
 Question 8:  When entering a case, why does the system fail to error stating that the MMCU field be required?
 Question 9:  Why do Product Family & Model fail to default in on a Case? 
 Question 10:  After setting the default Responsible Business Unit in the processing option of P17500, the Business Unit (MCUZ) in the Case Add form defaults as blank.  Is there other setup to control what Responsible Business Unit value defaults?
 Question 11:  On certain calls, when the status is moved to 999 (Closed), no Date Completed (END) is populated and the Elapsed time continues to increment.  What drives this field  to be populated and stops the elapsed time?
 Question 12:  How can case management be setup to prevent multiple users from being in the same case at the same time (Record Reservations)?
 Question 13:  Case Document type is changing from CL to CN when a case is entered and is entitled for service under a service contract (F1721).   Where is the new Doc Type coming from when the case is found to be entitled?
 Question 14:  When a case is entered and an address book number is entered in the Assignee field, how can the system be configured so that the case assignee receives an e-mail?
 Question 15:  When a case P17500 in Service and Warranty (P90CG501) is closed, an email message is sent to the client that the case is closed.  Where is this coming from and what is sending the message?
 Question 16:  When entering a new Case in Case Entry Add Mode (P90CG504), the Begin Time displays one hour less than the actual time.  For example, the Begin Time defaults to 13:22:51 when the real time is actually 14:22:51.  What causes this?
 Question 17:  How is the sales order linked to a Case when created from the Case?
 Question 18:  How can the Related Actions (P90CG503), from within Case management  be limited so that not all selections are allowed for the users without customizing the code?  
 Question 19:  Where can a version of the P90CG503 (Related Actions) application be specified when called from a case? Is there a way to define this from the Case Update (P90CG501) application?
 Question 20:  Why is a call/case not displaying as entitled even with a valid contract (F1720/F1721) in place?
 Question 21:  All other options on the form exit for the Customer Call Entry screen are available except for the Attachment option.  Must specific authority be granted so this option is open to add text, even though "*ALL" security is set?
 Question 22:  What causes a flash message to fail to display? 
 Question 23:  Why is there no Solution tab for P17500 (S/WM System Constants Revisions)?
 Question 24:  Is it possible to add security to Case Management P90CG501 so that only members of a specific Provider Group are the only users able to view and change certain cases?
 Question 25:  Can cases be displayed by employee and by Provider Group?
 Question 26:  In Employee Workcenter (P012503), what is the functionality of the Case Management processing option set to "1?"
 Question 27:   What is the function of the inactive box in W17506B Provider group revisions form? Checking this box does not restrict user from entering provider group in case entry/update?
 Question 28: Is there a link between the Customer Number and caller Number fields in P90CG504 - Case Management?
 Question 29:  Does Case entry (P90CG504) utilize the Credit Limit processing like the Sales order system?
 Question 30: What are the ways that a case status can be advanced?
 Question 31: In the P17506, Routing rules there is a field, Case Center Location (AN86). Where is this field on the case entry  application and how can we control where the case is routed to if we use this Case Center location field on the Routing rules ? How does the Case Center Location AN86 work in the P17506 (F17506G form) ? How do you use it and get it to link to an address to default?
 Question 32: When clicking the Visual Assist on the "Failure Description" field (Data Dictionary Item FDESC) in Failure Analysis (P17767), the Failure Analysis Search & Select (P17768) screen loads, but does not pass the Inventory Item Number from P17767, so it is an open search over all Failure Analysis Records.
 Question 33:  Why does the system allow field updates to a case when its status has Protect History active in Case Provider Group Status Revisions (P17506, form W17506D)?
 Question 34:  In case application (P17500), the user is able to delete the case after creating the maintenance order or after the case is closed. Is there any way to prevent users from deleting the case after the work is started?
 Question 35:  When a case is assigned, why does the assignee not receive the notification in their work center?
 Case Entry Errors
 Question 1:  How can the following error be prevented when attempting to enter an Assignee on a case provider Group Routing Rules (P17506): Error ID 119D, Assignee is not in the Provider Group?
 Question 2:  Why, when attempting to enter a case in Case Entry Add Mode (P90CG504), does the system generate error ID 1B20, Priority code not set up?
 Question 3:  When attempting to update the status field in Case Entry (P17501) to a closed status, the following error displays:  "File cannot be Accessed".
 Question 4:  When creating a call (P17501E) or case (P90CG504), this error displays, "Work Day Calendar is not set up."  What causes the error?
 Question 5:  When attempting to enter a case, the system generates error 105M, Who's Who Required for Caller.  How can this error be fixed in order to enter the case?
 Question 6:  How can the SWM Attributes be added when adding a new customer from the Quick Add link off a Case?
 Question 7:  When attempting to enter records using Product Environment Search (P17506) for data in CRM, the system generates the following error:  "Error: not found in User Defined Code 01 SC."  What is causing the error id 0037?
 Question 8:  In Work With Work cases (P90CG504) and Work Order Revisions (P17714/P90CD002), why does an error, 'Service Provider Missing', Error number 108O, display when adding or editing case or a service order?
 Question 9:  When creating a new Case or updating an existing Case, warning 1923 - "Work Day Calendar is not setup" is given.
 Question 10: Error ID 0037 Address Number Invalid in P17500 / P90CG501

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