Problem Codes are a list of codes and descriptions used to identify Service Call types. They appear in the Problem drop-down list on the Call form
To make changes to Problem Codes, complete the following steps:
- Go to Maintenance > Problem Codes
- Click the Edit icon
- Add, edit, activate / inactivate, or delete a value in the Problem Codes grid. The available options vary depending on the Problem Code itself
- Add a new value by clicking the Add icon. A new editable row appears in the grid
- Edit an existing value by double clicking in grid column for the value, and applying
- Activate or inactivate a value by checking or unchecking the Active check box for the row
- Delete a row by selecting the row and then clicking the Delete icon
- You may edit the Problem Code Title or Description fields, if needed, by double-clicking in those fields and entering a new Title or Description
- P/Q and D/Q checkboxes indicate whether or not you would like the code to show up in the Priority Queue or the Down Time Queue respectively. Checked codes will appear, unchecked will not
- The Sequence column may be edited to determine where in the drop-down list each code will display. Edits to sequence number may be made by double-clicking in the appropriate box in the Sequence column and typing in a new value
- Click the Save icon
Additional information:
- Problem Codes can only be deleted if they are not in use on a Call or Knowledge Base article. This validation will be performed when a User attempts to delete a Problem Code. If this validation fails, User will receive an error message stating that this Problem Code is in use and cannot be deleted
- In order for Users to see the change, they must log out and log back in to Q360
- To edit the corresponding Service Call attribute, Service Solution Code, Code Type SOLUTION, you must make the change in Maintenance > General Codes