Action Status

TO BE ASSESSED Incident is being vetted by Tech Vetting.

To check to see if the equipment that is logged on the Incident is covered under
CONTRACTS
maintenance contract.
Another engineer visit is required, no parts needed and customer has not
VISIT REQUIRED
delayed the Incident.
PART REQUIRED Another Part is required for this Incident
Awaiting a response from the customer, Incident is on hold waiting for customer
WITH CUSTOMER
action
Customer needs to be quoted for a part, if not sure whether part is chargeable
QUOTE REQUIRED
or not, send to Part Required
BIFS, NO LOAN REQD Customers equipment removed for repair, no loan required
Loan installed on the customers site & the equipment is operational. customers
LOAN INSTALLED,OP
equipment removed for repair
RETURN AFTER SERVICE Customer’s equipment has been repaired and is awaiting return back to them.
To reject the incident due to lack of info, not supported on Contract, SCC does
REJECTED not support the request or if SCC engineer cannot do any further work on
incident
FIX All complete Incidents

Problem Codes

MON = Monitor Failure PRI = Printer Failure

LAP = Laptop Failure KKP = Keyboard/Keypad
DESK = Desktop Failure MBR = Mouse
SERV = Server Failure HOT = Other Hardware

Resolution Codes

ADVICE GIVEN Advice given and no further action needed

BIFS, NO LOAN RQRD Customers unit brought in for service, no loan installed
CLEAN & SERVICE Cleaned and serviced which fixed fault
Customer has delayed the Incident (e.g. User has kept faulty part for data,
CUSTOMER DELAY
user not available, etc)
DELIVERED For Non-Engineer Exchanges e.g. CRU’s
EQUIPMENT MOVE IMACS Only – Equipment Delivered
HOPPER REBUILD Hopper has been used to rebuild a machine
INSTALLED IMACS Only – New Equipment Installed
Engineer has installed a loan unit for the customer and removed the
LOAN INSTALLED
customer’s faulty equipment.
NETWORK Network Issue
NO FAULT FOUND No fault found with equipment
NOT SUPPORTED Not covered on contract
Incident is incomplete and another part is required, this is only to be used with
PART ORDERED
an Action Status of Part Required.
RETURN AFTER SERVICE Returned customers repaired equipment after workshop repair
REPLACED PART – SCC Replaced a part supplied by SCC
REPLACED PART – CUST Replaced a part supplied by the user
RE-IMAGED Unit Re-imaged

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RESET/TESTED Reset equipment which fixed fault
SOFTWARE Fault was software related
SERVICE EXCHANGE Engineer has permanently replaced a serialised item (e.g. printer, laptop)
TELEPHONE FIX Used by TST for first time telephone fixes
UNRESOLVED Engineer has not resolved the fault due to reasons not listed above

Part Line Codes

PU Normal parts usage for non-serialised items.

DOA Part is DOA - Serialised and Non-Serialised items.

INST Install of serialised equipment for service exchange.

DEIN Removal of serialised equipment for service exchange not to be returned to the user

LOAN Install of serialised SCC loan equipment onsite.

Customer’s serialised equipment removed for workshop repair, to be returned to user once
BIFS
repaired.
RTS If a component is used from a serialised item to fix the customers faulty unit

UNRC Part received to engineer’s car stock but not physically received

UNUS Part received to engineer’s car stock but not used

Action Status/Resolution Codes

This table shows which Resolution Codes can be used with the relevant Action Status.

Action Status Problem Code Resolution Codes

Visit Required Any Customer Delay

Unresolved
Software
Part Required Any Part Ordered
With Customer Any Customer Delay
Not Supported
Quote Required Any Customer Delay
BIFS, No Loan Reqd Any BIFS, No Loan Rqrd
Loan Installed,OP Any Loan Installed

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Return After Service Any Return After Service
FIX (Complete Incidents Any Delivered
Only) Replaced Part – SCC
Replaced Part – CUST
Hopper Rebuild
Service Exchange
No Fault Found
Not Supported
Return After Service
Reset/Tested
Clean & Service
Software
Telephone Fix

*To Be Assessed should not be used as engineers should be Incidenting TST direct if the Incident needs re-
vetting.
*Contracts should not be used in Incident updates as the status of the equipment should have been checked
before the engineer went out to site

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