Incident Process
This chapter describes the way the SmartTrade Incident module can be used within you complete process.
You will learn how to create and maintain Incidents manually or created from different entities throughout the system.
Create Incident Manually
Use the tell me what you want function and search for SmartTrade Incidents. Clicking the corresponding link will open up the SmartTrade Incidents List. Click new on the HB Incident List to create a new Incident. This will show you the available Configuration Templates for the SmartTrade Incident table.
Choose one of the Configuration Templates which will contain default values for certain fields or settings to make fields mandatory.
General
On the General Tab select a Company No. and Contact No. from the list to indicate who issued the Incident.
Choose values for fields like Incident Category, Incident Type, Incident Area, Incident Status and Incident Priority.
If the Incident Causer is known choose the Causer Code and if you want to assign tasks for users you must assign a User Task Code. More information on how to use User Tasks can be found here.
Product
When the Incident is related to a certain product on this tab you can enter all Product details like Item No., Lot No. and Sales Documents the Item No. is shipped from.
The 3 Incident Line fields can be used to enter short descriptions and information about the incident. Each field can contain 120 karakters.
More detailed information can be written on the Incident line tab
Incident
On this tab you can register in detail what the incident is about. All details need to be registered to be able to take necessary measures.
Cause
On the Cause line tab you can register (possible) causes for the incident. This helps taking the appropriate measures.
Remedial Measure
On the Remedial Measure line tab you can enter the measures taken to correct the incident. This can be resending new products or issuing credit memo's.
Precautionary Measure
On the Precautionary Measure line tab you can enter the measures taken to prevent these incidents in the future. This could be changes in production process or using different Shipping services.
Evidence
The Evidence tab can be used to indicate if Evidence for the Incident has been received and if a Recall procedure for same products or Lot No. needs to be started.
When you receive a Evidence report like a Quality Test Report this can be attached via the Attachments tab on the factbox pane. More information on how to use attachments can be found here.
Cost
On the Cost tab you can indicate the Estimated and Actual Costs involved with this incident.
You can also register if a Credit Memo has been issued to the customer.
Handling
The Handling tab can be used to indicate when certain persons, departments haven been notified about this incident.
This tab also provided the Date Completed field to indicate when the incident was fully Completed. This field is automatically entered when the Status field (General tab) is set to Closed.
Create Task
With the User Task Group Code and/or User Assigned To you are able to assign the incident to a group of users or one individual.
On teh Incident Card clicking the Create Task function will created User Tasks related to the incident for the assigned users. These users will find these tasks in their My User Tasks tile on the rolecenter.
More information about the use of User Tasks can be found here.
Create Sales Credit Memo/Return
On the Incident card clicking the Sales Credit Memo or Sales Credit Return function will either create a new Sales Credit Memo for compensating the customer or create a new Sales Return Order to get the products returned to your warehouse for further investigation.
With the Sales Credit Memo function the Credit Note Created indicator on the Cost tab will automatically be switched on.
Decrease Status
The Status field on the General tab can be changed manually. By clicking the Decrease Status function on the Incident Card it will automatically change the Status one step back.
Create Incident from other Entity
The Status field on the General tab can be changed manually. By clicking the Decrease Status function it will automatically change the Status one step back.
Note
Before you can make use of all functionality from the SmartTrade Reporting / Extended Text module, alle document lay-outs need to be prepared for this
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