2013-10-02 DISS Handbuch EN-1

DISS
Manual
Status: July 2013
DISS-Handbook
NOTE
The following text uses the male form as using both the male and female personal form would lead to excessively
complicated sentence constructions. In all cases the text should be understood to be applicable to both sexes.
This usage is in the interest of enhanced readability.
DISS-Handbook
DISS Manual
1 Introduction to DISS – situation and needs 1
2 DISS in the Service Core Process (SCP) 2
3 Advantages for the dealership 4
4 Advantages for the TSC/importer 4
5 In what cases is the use of DISS obligatory? 5
6 Working with DISS – standard procedure 6
6.1 Access 6
6.1.1 Identification on the Dealer Portal with Global UserID 6
6.1.2 Contact data under „My profile“ 66.1.3 Starting DISS via ElsaPro 6
6.1.3 Starting DISS via ElsaPro 7
6.2 „Complaint registration“ tab 9

6.2.1 Input form 9
6.2.2 Customer code 11
6.2.3 Technical Service Handbook 12
6.2.4 Detailed view „Do you want to send a query?“ 13
6.3 „Workshop findings“ tab 14

6.3.1 Input form 14
6.4 „Summary“ tab 18

6.4.1 Overview form 18
6.5 Additional information – repeat repair 19
7 Coding assistant 20
7.1 Starting the coding assistant in „Complaint registration“ 20
7.2 Selection dialogue window in the coding assistant for customer coding 22
7.2.1 „Main group“ 22
7.2.2 „Component/Function group“ 23
7.2.3 „Component/Function“ 24
7.2.4 „Type of complaint“ 24
7.2.5 „Framework conditions“ 26
7.2.6 How coding affects the TSH article selected 28
7.3 Starting the coding assistant in „Workshop findings“ 29
7.4 Search functions in DISS workshop coding 31

7.4.1 „Search“ tab 31
7.4.2 „Search in image“ tab 34
7.5 Warning of incomplete customer code or workshop code 35
7.6 Feedback message 36

DISS-Handbook
8 Query types in DISS 37
8.1 Paint complaint with approval calculation 37

8.1.1 Advantages and preconditions for a paint complaint 37
8.1.2 „Approval of paint query with calculation“ tab 39
8.2 Obligation to report in accordance with TSH 41

8.2.1 Opening the Technical Service Handbook 41
8.2.2 Submitting a query 42
8.2.3 DISS – “Obligation to report in accordance with TSH” tab – sending the query 44
8.3 Safety-relevant query 45

8.3.1 DISS – „Complaint registration“ tab 45
8.3.2 DISS – „Safety-relevant query“ tab 46
8.3.3 Display of message form, illustrated with the example „Airbag“ 47
8.3.4 Sending message form 49
8.4 Technical repair query 50

8.4.1 DISS – „Workshop findings“ tab 50
8.4.2 DISS – „Technical repair query“ tab 51
9. Additional information – DISS Monitor for dealerships 53
9.1 Launching DISS Monitor 53

9.1.1 Launching DISS Monitor via ElsaPro 53
9.1.2 Launching DISS Monitor via the Dealer Portal in CPN 54
9.2 „Inbox“ tab 55
9.3 „Pending“ tab 58
9.4 „Queries sent“ tab 58

9.4.1 Escalation of a sent query 59
9.5 „Detailed view BA“ tab 60
9.6 „Search“ tab 62
9.7 „Order list“ tab 63
9.8 „Administration“ tab 65
9.9 Field monitoring 66
10. Field monitoring 67
10.1 Field monitoring – without message to the dealership 67
10.2 Field monitoring – with message to the dealership 68

10.2.1 E-mail notification when the field monitoring function is triggered 68
10.2.2 DISS Monitor – triggering an obligation to report 69
10.2.3 „Field monitoring“ message window (dealership) 71
10.2.4 Starting communication between Level X and the dealership 72
DISS-Handbook
11. Wholesale information – DISS Monitor for Level X 73
11.1“Inbox“ tab 73
11.2 „Pending“ tab 78
11.3 „Queries sent“ tab 79
11.4 „Search“ tab 79
11.5 „Order list“ tab 80
11.6 „Administration“ tab 81

11.6.1 „Filter“ tab 81
11.6.1.1 Filter logic 82
11.6.1.2 Filter editor 85
11.6.1.3 Level X administration – filter administration 94
11.6.2 „Evaluation“ tab 95
11.6.3 „Obligation to report e-mail in accordance with TSH“ tab 96
11.6.3.1 Level X administration – registration for obligation to report e-mail in accordance with TSH 97
11.6.4 „Distribution list escalation“ tab 97
11.6.4.1 Level X administration – list administration 98
11.6.5 „Distribution list for query escalation“ tab 99
11.6.6 „Distribution list for safety-relevant query“ tab 99
11.6.7 „M44 distribution list“ tab 101
11.6.8 „Text components“ tab 101
11.6.9 „Information texts“ tab 101
11.6.10 „Field monitoring“ tab 102
11.6.10.1 Level X administration 102
12 Appendix 107
12.1 Roles and rights concept 107

12.2 Filter criteria – filters for query lists 110
DISS-Handbook
Abkürzungsverzeichnis
APOS Number of damage-rectifying job item
BA Complaint
BA-ID Code of DISS complaint
BNR Dealer number
CPN Central Partner Network
DISS Direct Information System Service
DMS Dealer Management System
GTO Global Training Online
TSH Technical Service Handbook
Level X Level X view
OrgID Organisational unit‘s identifier
SCP Service Core Process
TPI Technical product information
TSC Technical Service Center
UserID Owner‘s user name
VIN Vehicle Identification Number
WBT Web Based Training
DISS-Handbook 1 Introduction to DISS
1 Introduction to DISS – situation and needs

The complexity of the various aspects of vehicle service is ever increasing as model diversity continues to grow.
This is accompanied by an increase in the number of updated and new technical product information bulletins
(TPIs), also known as TSH articles, in the Technical Service Handbook (TSH).
At the same time, dealerships face the need to serve the customer with quality and competence and also to opera-
te as efficiently and economically as possible.
Dealership‘s view
Did you know that ...
... customers who are satisfied with your dealership spend more money on their vehicles over the year
than others?
... avoiding repeat repairs can increase customer satisfaction and gain valuable working time?
The Direct Information System Service (DISS) launches manufacturer-supported repairs, making it the starting
point for the whole repair process in the dealership. Its use significantly reduces additional work and repeat re-
pairs, and helps push up customer satisfaction.
When a customer comes to you with a vehicle problem, DISS enables you to easily register the customer‘s comp-
laint, record what work has been carried out and access technical solutions. With the right information, at the right
time and the right place, you can provide a more competent service to your customers.
1
DISS-Handbook 2 DISS in the Service Core Process (SCP)
2 DISS in the Service Core Process (SCP)

The Volkswagen Group employs process-based working methods. The handling of a customer job order is stan-
dardised worldwide. It involves seven defined process steps.
2 1 7 6
Dealership‘s view
Service Kernprozesse
3 4 5
Using DISS, you work according to the Service Core Process, which provides a sound basis for the smooth
handling of the order, which is absolutely essential for aspects such as warranty processing.
DISS supports and documents the first four Service Core Processes in the dealership. The “Complaint
registration” tab combines the first three Service Core Processes: appointment agreement, appointment
preparation and vehicle reception. The “Workshop findings” tab in DISS is there to support the fourth Service Core
Process: repair/provision of service.
Service Core Processes affected by DISS:

1. Appointment agreement
During this process step, the description is documented in DISS in the customer‘s own words.
2. Appointment preparation
At this stage, the customer‘s complaint is coded in DISS.
3. Vehicle reception / producing the job order

In the vehicle reception process, the complaint is checked to ensure it is clearly understood and a record is
made.
4. Repair, provision of service

During this stage in the process, the fault is remedied.
The part causing the fault is identified by the workshop code.
Service Core Processes not affected by DISS:

5. Quality control / prepare return of vehicle
6. Return of vehicle / invoice
7. Follow-up
2
DISS-Handbook 2 DISS in the Service Core Process (SCP)
DISS not only serves to optimise and integrate communication paths worldwide, but also provides optimal support
for communication between different roles within the dealership. DISS is both the central information source and
information hub within the repair processes. It brings together and coordinates the vehicle, customer and process
information the dealership needs to plan and manage its operations, making sure that the necessary information is
available at the right time. DISS plays a focal role as the central medium accessed by the various dealership
employees. At the same time, DISS supports them in their daily work and guides them reliably through the
individual process steps.
SCP Agree Prepare Vehicle reception / Repair /

appointment appointment prepare order provision of service
Dealership‘s view
Customer complaint Customer code Communication / Communication
repair approval with importer
Benefit for ► Reliable registration of ► Check for possible ► Load relieved from
dealership customer's actual repeat repairs workshop staff
statement ► Advance ordering of ► Active repair support from
► Guide to questioning Genuine Parts importer/manufacturer
customers ► Specific questioning by
service advisor
► Automated use of a broad
knowledge basis
DISS message Repair information

Active field
monitoring
Permanent and timely support
3
DISS-Handbook 3 Advantages for the dealership | 4 Advantages for the TSC/importer
3 Advantages for the dealership

• DISS anchors the recording and sharing of information in a secure process, thus leading to a major reduction in
the scale of work involved (paperless working)
• DISS allows direct access to TSH articles at all times
• DISS provides an early warning of a suspected repeat repair (at the appointment agreement stage)
• The coupling of DISS and FISH (vehicle-specific service instructions) allows fast access to a vehicle‘s repair
history, raising transparency with regard to repeat repairs – even between different dealerships
Dealership‘s view
• The data required for queries to the Technical Service Centre (TSC) or the importer is transferred automatically
• DISS offers all available support for an effective first-time repair
• DISS is a central system, so it requires no updating or maintenance work. All updates and revisions are done
centrally by the manufacturer, ensuring that it is always up-to-date
• The interaction between the programs ElsaPro, APOS and ETKA allows paint complaints to be quickly and
easily calculated. Moreover, warranty acceptance is automatically checked by the manufacturer
4 Advantages for the TSC/ importer

• DISS is used worldwide throughout the Group, making it the standard communication medium
• DISS avoids media discontinuity (paper, electronic media). This ensures reliable recording and forwarding of
information across various escalation stages from the dealership to the importer and on to the manufacturer
• The importers are able to access vehicles currently registered with problems in their markets and data for
country-specific quality and process monitoring
• Active field monitoring functions for Product Support allows DISS to rapidly detect and filter problems in
vehicles, thus bringing about quicker fault elimination.
• Product Support staff can contact the dealer immediately when new relevant information is received
• The inclusion by the manufacturer of the latest TSH articles in the „Technical Service Handbook“ (TSH) means
prompt and centralised processing of the latest findings
4
DISS-Handbook 5 In what cases is the use of DISS obligatory?
5 In what cases is the use of DISS obligatory?

To benefit from the smooth process that results from working within the Service Core Processes, you should use
DISS for every vehicle complaint.
Dealerships must register complaints in DISS in the following cases:

• Complaints with warranty claims relating to the vehicle, replacement parts or exchange parts, paint defects or
rust perforation
Dealership‘s view
• Goodwill applications
• All repairs for which you wish to request technical advice from the TSC/ importer
• All orders for which the customer suspects a safety-relevant fault on the product
• All customer complaints covered by warranty, for which no repair was carried out
DISS should not be used in the case of:
• Orders in which a recall campaign or workshop campaign is carried out. The manufacturer is already aware of
the vehicles affected and the repair solution
• Routine servicing orders, since these are not supported by DISS
TIP
DISS lives from the input of information. It can only provide optimum support if the data for the process step in
question have been entered carefully and completely. The processes of appointment agreement, appointment
preparation and vehicle receipt play a key role.
IMPORTANT
Neither the dealership nor the customer benefits from data being entered after the event.
A main disadvantage for the dealership is that repeat repairs will not be noticed until it is too late, preventing the
proactively repair support by the TSC. This causes unnecessary costs and is not in the interest of customer satis-
faction.
5
DISS-Handbook 6 Working with DISS – standard procedure
6 Working with DISS – standard procedure

6.1 Access
6.1.1 Identification on the Dealer Portal with Global UserID
Dealership‘s view
Smooth communication between the dealerships and the Technical Service Centre (TSC) or the importer requires
the identification of the dealer on the Dealer Portal. To identify the dealership, the following data should be
entered:
• Global UserID
• Password
6.1.2 Contact data under „My profile“
The „My profile“ button can be found in the lower menu bar after you have logged in to the dealer portal.
It is essential for you to keep your contact data, for example your e-mail address, telephone numbers etc.
up-to-date.
This enables you, for example, to send any queries you make during the process automatically to the TSC/ impor-
ter by e mail without any additional input. It is also important to register your contact data in order to obtain replies
to your queries as soon as possible from Product Support staff. A reply may sometimes come by telephone or by
e-mail.
6
6.1.3 Starting DISS via ElsaPro
In ElsaPro you can also search for a vehicle and obtain the data on it from the central vehicle database
(e.g. vehicle data, repair history etc.).
After you have identified the vehicle identification number in ElsaPro, you have several options for calling up DISS:
• The symbol in the top right icon bar

• The link under „Systems“ > „Customer‘s actual statement“
This is the preferred way as this enables you to enter the customer‘s complaint directly in the system
• The link under „Systems“ > „DISS“
Dealership‘s view
NOTE
As a rule, you will be forwarded to a new complaint immediately after you start DISS.
If complaints have already been registered for the vehicle selected, you will first be taken to an overview in DISS.
7
Dealership‘s view
8
6.2 „Complaint registration“ tab

6.2.1 Input form
Data are entered in the „Complaint registration“ tab to make the customer‘s complaint understandable, enabling a
clear repair order to be formulated for the workshop.
These entries may only be made by the customer contact staff (e.g. appointment scheduler, service assistant or
service advisor).
Dealership‘s view
1
IMPORTANT
All fields marked with an asterisk are mandatory and must be filled in. To guarantee a better overview, this infor-
mation is deliberately not repeated on the following pages of the manual.
9
1 Vehicle data
The order number and change date are mandatory fields.

If the data are maintained and entered in a “Dealer Management System” (DMS), the order number and order date
will automatically be assigned by the system and transferred to ElsaPro via the order list.
Data about the user currently logged on to the system and the DISS version
This warning symbol will appear as soon as a repeat repair is recognised

Further information can be found under „Repeat repairs“ (page 19)
Dealership‘s view
Call up online diagnosis logs for the current vehicle
Check the order data against Carport
It is not possible to change the order number/date or mileage at a later point in time
NOTE
Always change the mileage directly in ElsaPro or in the DMS in use in your offices to guarantee consistent milea-
ges in all systems.
2 Details entered by the service assistant
The details of the complaint required here may be entered by the service assistant. This may be done at vehicle
reception or when agreeing the appointment by telephone.
The service advisor is thus given a good description of the customer‘s complaint beforehand.
NOTE
Always enter the customer‘s exact statement as formulated by the customer. Do not use you own technical formu-
lations.
3 Details entered by the service advisor
In this step, the service advisor encodes the customer‘s actual statement and checks the TSH for possible repairs
of mandatory reporting requirements. Depending on any TSH articles, a query type will be preselected when the
TSH article is copied to DISS.
In addition, a paint complaint with approval calculation can also be selected here.
„Edit“ opens the coding assistant for setting up or

editing the customer code
„Delete“ removes the customer code
„TSH“ opens the Technical Service Handbook with information from the
manufacturer relating to mandatory reporting, repair proposals and service information
10
„List of complaints“ shows an overview of all

complaints relating to the order
This symbol allows you to add up to 8 appendices
„Save“ saves the data in the “Complaint registration” form
„Next process step“ completes the “Complaint registration” and

switches to the „Workshop findings“ tab
„New complaint“ opens a new complaint
Dealership‘s view
„Cancel“ aborts the process
6.2.2 Customer code
The customer code should be set up as early as possible by the Audi dealer. Applicable mandatory reporting requi-
rements must be observed when a customer code is set up, making the TSH accessible.
The customer code contains the perception of the customer complaint in at least five stages.
This is done using the coding assistant, which allows you to finely categorise the complaint based on a suitable
subdivision into main groups.
(For further information on coding • „Coding assistant“ on page 20)
11
6.2.3 Technical Service Handbook
Technical Product Information on the customer complaint you are dealing with
must be called up via the Technical Service Handbook (TSH).
The Technical Service Handbook shows a listing of all Technical Product Information items (TSH articles) relating
to the vehicle with the customer complaint/customer code selected. These are continuously updated by the manu-
facturer. The TSH articles provide technical information, repair solutions and instructions on reporting obligations.
Dealership‘s view
After calling up the TSH and selecting an article, the number and title of the article
are automatically transferred to DISS by clicking on the „Copy from TSH to DISS“ button.
Suspected duplicate application of article
Within DISS a check is made of whether this vehicle has already been repaired with the same TSH article.
If a matching article is found with one of the process numbers shown in the pop-up
window, this warning symbol will appear when the TSH is called up.
12
Suspected repeat repair
When the customer code is entered, the system automatically checks in the background whether a customer has
reported a similar problem with the same vehicle within the last 730 days. If a repeat repair is suspected, a pop-up
window containing the details appears.
If a matching customer code is found, the system enables this icon

The dealership can then call up the repeat repair pop-up window again at any time.
(For additional information on repeat repairs, • „repeat repair“ on page 19)
Dealership‘s view
6.2.4 Detailed view „Do you want to send a query?“
• Paint complaint with approval calculation

The paint enquiry with calculation is an element in DISS which makes it easier to process paint complaints.
• Obligation to report in accordance with TSH

After selecting a TSH article with obligation to report before a repair is performed, this type of query will
automatically be selected. This will only work if the „Copy from TSH to DISS“ button is selected.
If the enquiry type „Obligation to report“ is then deselected, the copied TSH article will be cleared and a
matching article must be found.
• Safety-relevant query
In the event of a customer complaint relating to a fire, an airbag incident or an accident, a safety-relevant query
must be submitted in DISS.
• No query
If you do not wish to submit a query, select „No“. This should be the case for all repair processes that can be
carried out in the workshop without support from the TSC/ importer.
(For additional information on types of query • „Query types“ on page 37)
13
6.3 „Workshop findings“ tab

6.3.1 Input form
The workshop findings should generally be filled in by the service technician or service advisor.
Dealership‘s view
2
1 Listing of all information relating to the order data and customer complaint recorded so far
In this section you can view all the information that your colleagues have entered in the registration of the comp-
laint. It is not possible to go back to the complaint registration step.
Data about the user currently logged on to the system and the DISS version
This warning symbol will appear as soon as a repeat repair is recognised

Further information can be found under „Repeat repairs“ (page 19)
Call up online diagnosis logs for the current vehicle
Check the order data against Carport
It is not possible to change the order number, order date or mileage at a later point in time
14
2 Data from the “Workshop findings” in the repair process
Click on the „TSH“ button to directly open the Technical Product Information for the
customer code. It can be updated at this point.
If the service advisor has already copied a TSH article to DISS during complaint registration, this will be displayed
again directly when the TSH is called up. This allows the mechanic to make use of the same information as the
service advisor in the previous step.
Once the workshop employee has reached the question “Has the complaint been rectified?”, it is not possible to
enter any further details since the information about the repair and cause of damage can only be recorded when
Dealership‘s view
the repair has been completed.
If you are able to carry out the repair with the available means, do the repair work first and only after completion
enter the remaining information in the “Workshop findings” form. That way, you avoid entering the same informa-
tion twice and remain in the process. If you submit a query to the manufacturer/importer, you must wait until you
have received a reply before starting the repair.
(For further information on queries to the importer/manufacturer when the customer complaint cannot be repaired
with the available information • „Query types“ on page 37)
Detailed view of 2
15
Does the complaint refer to a genuine accessory (VWN: attachment and custom parts)?
The enabling of technical queries for genuine accessories is a brand-specific and market-specific decision to be
taken by the respective importers.
Do you want to send a query?

Possible query types are preselected or deactivated according to the TSH article selected.
You should still make sure that the correct selection is made.
Has the complaint been rectified?
Dealership‘s view
If the complaint has not been remedied, select „No“.
This will cause the field „Additional information on workshop findings“ to become a mandatory field.
Type of repair
Possible repair types are preselected or deactivated according to the TSH article selected.
Always proceed as described in the TSH article to ensure that the repair is properly performed.
TSH (process no. / title)

If you confirm the repair types „Repair as per TPI with/without part renewal“ or „No repair performed“, the number
and title of the TSH article will automatically be copied to this field.
Additional information on workshop findings

This field allows you to enter additional explanatory information about the cause of damage. If no repair has been
carried out, you must enter an explanation of why it was not possible to perform a repair.
Number of damage-rectifying Genuine Part / number of damage-rectifying job item:

If you are using the ElsaPro and APOS systems in combination, you no longer have to add manual entries relating
to the damage rectifying Genuine Parts / job items. This is done using the „ElsaPro order data“ button. It is es-
sential for the repair type to be selected beforehand as either the damage eliminating part or the damage elimina-
ting job item can/must then be selected.
Select workshop code

The workshop code must be registered as completely as possible. The customer code requires you to describe the
customer‘s view. With the workshop code you enter the code according to the assessment of the complaint.
(For further information on workshop coding • „Coding assistant“ on page 20)
16
3 Further processing of the complaint
Opens all complaints for the selected order
Record/delete optional information

The „Record optional information“ button enables you
to show and hide fields with additional non-mandatory information. Entries made
in these fields are deleted when hidden.
Whether or not this field can be seen depends on the data previously entered
and on the brand of the vehicle identified.
Dealership‘s view
Multiple workshop findings
For repairs in which additional workshop findings are recorded for the same
customer complaint, there is a copy function in the workshop
findings.
This symbol allows you to add up to 8 appendices.

Use this function, for example to attach photos, videos, measurement logs
or similar relating to the complaint to verifiably document the
damage.
Saves the data in the „Workshop fi ndings“ form
Closes the workshop fi ndings and checks mandatory fi elds

(in accordance with the type of repair carried out)
Saves the DISS complaint
Add a new complaint for the current vehicle under

the same order number
Cancel the process
Click on „Complete“ to close a DISS message (without submitting a query to the TSC/ importer).
If the following dialogue field is confirmed with „OK“, DISS will change directly to the „Summary“ tab. The comp-
laint is closed for good. No further processing is possible.
17
6.4 „Summary“ tab

6.4.1 Overview form
Dealership‘s view
The „Summary“ tab provides an overview of all order data, complaint data and data about the repair from the
workshop findings plus any queries submitted about the complaint.
Prints out the summary
View the summary in PDF format
List of the persons involved in the process and their activities

(with information on incident, user ID, user name and time stamp)
Copy data to clipboard

(This icon is only visible for repeat repairs)

NOTE
The line „TSH process No.“ shows the TSH article used, in the exact revision you used for the repair. This ensures
that the TSH article used is permanently documented. You do not have to print the article out for your records.
18
6.5 Additional information – repeat repair

In the case of a suspected repeat repair, the warning symbol
appears at the top right of the DISS form alongside the vehicle data.
Once the customer code has been entered in the „Complaint registration“ tab, the data are automatically che-
cked for similar customer complaints within the last 730 days (counting from the complaint registration date). This
check is the same for all dealers and countries.
• Consistent display and marking of a „Suspected repeat repair“ in the order data (complaint registration,
workshop findings and summary), the order list in DISS Monitor, in the complaints list, and in the detailed view
Dealership‘s view
of a query. If the system has detected a suspected repeat repair, the dealer can call up the pop-up window
again at any time by clicking on the warning symbol.
• Read-only copy: The following text appears below the complaint data:
„Suspected repeat repair – Yes“
• Messages with warning advice are also shown in the order list in DISS Monitor:
• „W“ (repeat repair)
• Information given by the customer at vehicle reception indicates a repeat repair.
• The system automatically indicates a „Suspected repeat repair“ on the basis of the vehicle history
(pop-up window).
• The warning symbol will also be displayed if the answer “Yes“ was selected for the question about repeat
repair in the complaint registration form.
• It is not possible to display or call up the pop-up window if no suspected repeat repair was detected from the
customer code.
• Overview for workshop and filter by complaints with warning message
• The „Repeat repair“ warning is displayed consistently for all users in DISS Monitor (order list) and in DISS
within ElsaPro.
• The pop-up window with the details can be opened in the complaints list, detailed view, complaint registration,
workshop findings, summary and from the detailed view of a query. Only the dealership registering the
complaint can call up this window.
19
DISS-Handbook 7 Coding assistant
7 Coding assistant
Continual further development in the field of technology and in particular of electronics have made it necessary to
update the coding assistant to reflect this situation. Important experience and proposals from the workshops are
incorporated in these updates to the coding assistant.
7.1 Starting the coding assistant in „Complaint registration“
Dealership‘s view
Click on the „Edit“ button in customer coding to open the coding assistant.
20
1
2 3
Dealership‘s view
1 In the „Selection“ tab, you can select main groups and subgroups to code the customer statement.
The „Search“ and „Search in image“ tabs allow you to carry out the coding using various search strategies.
Please be aware that the search in image function differs in customer coding and in workshop coding.
(For additional information on the search function, see „Coding assistant – Search functions“ on page 31)
2 Here the assistant guides you through the coding process step by step. The dialogue window shows you what
selection should be made next. You can also jump back to a previous step at any time.
3 The right-hand section shows the groups previously selected on the left. Select the appropriate item by clicking
on it. In some cases, an additional group for a further selection will open.
Clear all coding steps previously entered and restart the process
Accept complete coding in DISS
Accept an incomplete coding
If it is not possible to create a complete coding, select the „Provisionally accept“ button. However, a pop-up win-
dow for a feedback message will then appear. Fill this in and send it to your TSC/ importer.
(For additional information on the feedback message, see „7.6 Feedback message“ on page 36)
21
7.2 Selection dialogue window in the coding assistant

for customer coding
Please note that customer coding is intended to reflect purely the view of the customer, not your own personal
interpretation of the complaint. Make sure that the information given by the customer is entered chronologically
into the system.
7.2.1 „Main group“
Dealership‘s view
The first step is to determine the main group. To make the selection, find the main group that matches the comp-
laint in the right-hand section of the dialogue and click on it.
The items selected are highlighted in colour and appear in the coding overview on the left-hand side.
NOTE
An asterisk indicates a mandatory field. Coding is complete when all mandatory fields have been filled in. Otherwi-
se, the coding is considered to be incomplete.
22
7.2.2 „Component/Function group“
The next selection is for the component group or function group.
Dealership‘s view
IMPORTANT
To help you quickly find the correct group, the function groups in the selection list are always in blue. Component
groups, however, are always shown in black letters.
23
7.2.3 „Component/Function“
In this step, you select the actual component or function.
Dealership‘s view
7.2.4 „Type of complaint“
The coding assistant now guides you to the selection of the complaint type group or complaint type.
24
Dealership‘s view
NOTE
The list in the selection area on the left-hand side expands or reduces depending on the selection you make.
For some sections, an additional selection field opens in the right-hand section.
With these features, the coding assistant offers extended coding capabilities as requested by users and required
to meet the complexity of the vehicles.
TIP
AS illustrated by the above example, noises are generally coded in the main group „Whole vehicle“. You can then
code in detail the area in which the noise occurs.
25
7.2.5 „Framework conditions“
Customer coding focuses on coding the problem from the customer‘s perspective. You must obtain the necessary
information in personal discussions with the customer. Ask him about the general framework conditions.
If a function-dependent framework condition is selected in a customer code, this framework condition will automati-
cally be copied to the framework conditions field when the code is accepted.
Dealership‘s view
To do this, select a framework condition in the top left of the selection field.
These can be specified in greater detail in the lower selection field.
This is done by selecting an item in the list with the mouse and clicking on the „Add framework conditions“ but-
ton. You can select a number of framework conditions in this way. They are then copied into the input field on the
left. If you would like to remove a framework condition again, select it with the mouse and click on the „Remove
framework conditions“ button.
Add framework conditions
Remove framework conditions
26
Dealership‘s view
27
7.2.6 How coding affects the TSH article selected
The selections made during customer coding form the basis on which the system checks and selects the TSH
articles that may be relevant to the complaint.
Dealership‘s view
Once you have completed customer coding, you can directly call up specific TSH articles for the complaint in ques-
tion by clicking on the „TSH“ button.
NOTE
The results displayed in the TSH are always dependent on the coding depth of the customer code.
28
7.3 Starting the coding assistant in „Workshop findings“
Dealership‘s view
To open workshop coding, click on the „Edit“ button on the „Workshop findings“ tab.
IMPORTANT
The workshop code is needed for the early identification of focus issue complaints and for assessment purposes. It
must therefore always be matched to the technical complaints. The workshop code automatically assigns a query
to the responsible specialist group. The provisional workshop code is used to assign a query. For this reason, at
least a provisional workshop code must be recorded when submitting a query.
29
Dealership‘s view
The workshop coding process has been simplified as far as possible. When called up in workshop coding, the
coding assistant opens with the „Search“ tab selected.
NOTE
If the part number of the Genuine Part used in the repair is entered in “Workshop findings” before starting the
workshop coding assistant, the part number is automatically copied into the coding assistant when it is started and
the search result is displayed immediately.
30
7.4 Search functions in DISS workshop coding

The coding assistant provides an extended set of search functions. This equips you with additional means of
finding a code. When the coding assistant for workshop coding is called up, it always starts in the Search. tab The
„Selection“ tab is not discussed in any detail at this point as it is used in the same way as in customer coding.
7.4.1 „Search“ tab
You can make use of various search functions.
Dealership‘s view
1
2
3
4
1 „Text search“ means a full text search in which the search term consists of a combination of letters or a
word entered in the search field. To start the search, click on the „Find“ button.
Functions are displayed in the usual manner in blue, and components are displayed in black. Call up a search
result or a code by clicking on the entry with the mouse.
The code is then accepted in the Selection.
31
2 Another search function available to you is the search by Customer service number.
To make use of this function, enter a customer service number and launch the search by clicking on the „Find“
button.
Dealership‘s view
32
3 You can also carry out a search for a specific part number. To do so, use the „Part number“ and start the
search by clicking on the „Find“ button
Dealership‘s view
IMPORTANT
The function „Search for part number“ is launched automatically if the user has entered the part number in DISS
before opening workshop coding.
The part number is automatically transferred from DISS to the assistant for workshop coding. causes the assistant
to automatically launch the function „Search for part number“ within the assistant. This means the user sees the
search result as soon as the assistant is opened.
4 It is also possible to search by a Current flow diagram number. This search is also started by clicking on the
„Find“ button.
If you have entered the search term incorrectly, click on the „Delete entry“ button to reset the search.
This will delete all search criteria you have entered in the search fields together. If you wish to change just one
search criterion, you can alter it or delete it manually by editing the respective search field.
33
7.4.2 „Search in image“ tab
Dealership‘s view
In the „Search in image“ tab, you can call up an exploded view, where you can select the required main group or
component by navigating through a tree structure.
The exploded view allows you to select components or component groups.

Once you have found the necessary component for your repair, click on it to select it. The component is then auto-
matically entered in the „Selection“. The matching complaint types are automatically displayed for selection in this
section.
34
7.5 Warning of incomplete customer code or workshop code
If the customer code or workshop code is incomplete, a message will appear when you click on the TSH. If the
workshop code is incomplete, this message will also appear when the DISS message is closed. This message also
allows you to initiate communication with the TSC/ importer.
Dealership‘s view
1 2
There are two possible ways for you to respond to the message „The registered customer code/workshop code
is incomplete!“:
1 Radio button „Yes, send feedback message“
2 Radio button „No, do not send feedback message“
Click on the „Accept“ button to confirm your choice.
NOTE
Your feedback message can only be answered if your contact data in the dealer portal are up-to-date.
35
7.6 Feedback message

If coding is not carried out, or only partially carried out, a „Feedback message“ can be directly communicated to
the TSC/ importer. The electronic feedback form draws all the main data relating to the complaint and the coding
from DISS and presents them in a summarised format.
1 2
Dealership‘s view
3
1 Data about the user currently logged on in DISS. The data are taken from the information entered in the dealer
portal. The system enters the appropriate information medium in this field. The text entered varies depending
on whether the incomplete code is a customer code or a workshop code.
2 View of the vehicle data taken from DISS
3 View of information on the BA ID, customer/workshop code and statement in the customer‘s own words, as
taken from DISS
4 In the feedback message, state in your own words why you were unable to complete coding or why you need
support.
The data will then be sent to the TSC/ importer.
Close the feedback message. The data will not be saved and will not be sent.
IMPORTANT
Please note that the browser settings may be set to block pop-up windows. Your feedback message will only be
visible if pop-up windows are enabled.
36
DISS-Handbook 8 Query types in DISS
8 Query types in DISS

8.1 Paint complaint with approval calculatio
8.1.1 Advantages and preconditions for a paint complaint
The paint enquiry with calculation is an element in DISS which makes it easier to process paint complaints.
The benefits of paint complaints with approval calculation
• No separate Excel list required
Dealership‘s view
• Inputs reduced to a minimum
• Manual inputs eliminated when using ElsaPro
• Paint complaint(s) summarised in one enquiry
• Secondary paint complaints created with just one click
• Fast and automatic reimbursement
• System-supported approval process by the importer using DISS Monitor
• Data automatically forwarded to SAGA/2
Complete the complaint registration in the usual manner and open the TSH
In the Technical Service Handbook, check whether an approval calculation is required for the paint complaint. This
is the case if the following criteria are fulfilled:
• Paint/corrosion complaint
• No TSH article for exemption
• No applicable article in the Paint Workshop Manual
• No other exemption
To launch a paint complaint, select the radio button „Yes“ in „Paint complaint with approval calculation“. This
selection will deactivate all other query types.
37
After you have saved the complaint registration, the „Approval of paint query with calculation“ tab will appear.
Dealership‘s view
You now have the chance to add a paint complaint to the current complaint by clicking on the „Additional paint
complaint“ button. This must be done before you send the paint enquiry as the complaint will be frozen for further
processing once it has been sent.
This button will save you from having to enter the vehicle data again. Only one single query has to be sent to the
TSC/ importer.
Record additional paint complaint
If additional paint complaints are added, a section of the tab will appear with the respective BA ID under the order
data.
38
8.1.2 „Approval of paint query with calculation“ tab
Dealership‘s view
3
1 The order data can be found in the upper section in the usual manner.
2 In both main complaints and secondary complaints, the data in the customer code and the customer‘s actual
statement are accepted. These are listed chronologically. In addition, the layer thickness on the damaged
component must also be stated. This is done with the „New“ button.
Enter the paint layer thickness of the damaged part here. It is useful if the description of the damaged part is
as detailed as possible.
39
You can add attachments to your enquiry with the paperclip symbol, whereby each paint complaint can have
up to 8 attachments such as photos, logs or calculations from outside companies.
For example, it is useful to number the measurement points on the damaged part, to attach a meaningful pho-
tograph and to enter the corresponding measuring points. That enables anybody to look at the photo and know
which point each measurement was taken at.
Dealership‘s view
Click on „Edit“ to start the paint calculation.

In order to create the paint calculation for the customer code, the necessary input fields must be filled with
information.
The exact procedure is described in the WBT DISS (Web Based Training) and in the Paint Calculation Manual.
Both can be found in GTO (Group Training Online) under Learning content – IT training -> DISS
Once all input fields have been filled in and saved as described in the WBT, the status of the paint complaint
will change to „Calculated“.
As soon as the paint calculation is approved by your responsible Technical Service Center or importer, the
status will change to „Approved“.
3 Data relating to the user currently logged on are displayed here.
4 The bottom section of this input form can be used to add information about previous damage, colour code and
other remarks.
Once all entries have been made, you can transmit the query to the TSC/ importer by clicking on the „Send“ but-
ton.
40
8.2 Obligation to report in accordance with TSH

If the results you receive when querying the Technical Service Handbook (TSH) for the vehicle and the customer
complaint in question indicate an obligation to report the complaint before carrying out the repair, the dealer must
submit a query of the type „Obligation to report in accordance with TSH“.
8.2.1 Opening the Technical Service Handbook
Call up the „Technical Service Handbook“ in the „Complaint registration“ tab or the „Workshop findings“ tab.
Dealership‘s view
Shows the TSH before customer coding
Shows the TSH after customer coding
Display if the TSH is open

(is not closed during subsequent processing)
Click on the „Copy from TSH to DISS“ button to transmit the TSH process number and title to
DISS. This function is used to make preselections in both complaint registration and workshop findings
in accordance with the TSH article.
41
8.2.2 Submitting a query
Dealership‘s view
If the TSH article stipulates an obligation to report before a repair is performed, this will automatically be selected
and entered in the corresponding fields of the DISS process. Changes to the query are still possible after this step,
but the copied TSH identifier will be deleted.
42
A query of the type „Obligation to report in accordance with the TSH“ can also be submitted in workshop findings.
Dealership‘s view
NOTE
When accepting a TSH article, the fields „Do you want to send a query?“ and „Type of repair“ are greyed out
in accordance with the fields concerned in the article, effectively making a pre-selection. A selection is then only
possible between the active items..
43
8.2.3 DISS – „Obligation to report in accordance with TSH“ tab – sending the query
After you select the query type „Obligation to report in accordance with TSH“ and click on „Save“, the corres-
ponding tab will be opened.
Dealership‘s view
2
1 The upper section of this tab contains the information about the order and the customer complaint.
2 The lower section contains the fields for entry of the „Workshop findings“ data.
• Enter notes on the diagnosis results in the field „Remark regarding diagnosis result“.
• Select the provisional workshop code using the coding assistant.
When you have entered all the required data in the form „Obligation to report in accordance with TSH“, send
the query to the Technical Service Centre/importer by clicking on the „Send“ button. Once you have sent the query,
it is not possible to edit it any further until you receive a response from the TSC/ importer.
TIP
Use the automatic e-mail notification service in DISS Monitor.
This function can be activated in the Administration section of DISS Monitor. Please note that you can only receive
notifications by e-mail if you have stored your e-mail address in the dealer portal.
Once you have activated the notification function, you will receive an e-mail whenever a message arrives from the
TSC/ importer in response to any of your queries (e.g. “The TSC/ importer has sent you a query. This query is in
your DISS Monitor inbox.”).
44
8.3 Safety-relevant query

An incident which is subject to mandatory reporting (fire, airbag, accident) is an occurrence in which property has
been damaged or a person has been injured and where the customer or the workshop staff consider it possible
that there is a fault in the vehicle.
8.3.1 DISS – „Complaint registration“ tab
Dealership‘s view
To set up a „Safety-relevant query“, select the option „Yes, one of the following cases exists: fire, airbag
oraccident (safety-relevant query)“ and then save the complaint registration data.
The tab „Safety-relevant query“ then appears. Click on this tab to open the query and edit it.
45
8.3.2 DISS – „Safety-relevant query“ tab
Dealership‘s view
2
1 The upper section of this tab contains the information about the order and the customer complaint.
2 Systematic registration of customer data
3 Other fields for entry of information
• Date of incident
• Description of the situation from the customer‘s viewpoint
• Findings for the damage from the workshop‘s viewpoint
• Selection of whether the damage is from fire, airbag or accident
When you have selected one of the three cases by clicking on the appropriate checkbox, the data must then
be sent to the system. To do so, click on the „Save“ button. The system is then able to provide the correct
online reporting form.
NOTE
If you have filled in fields 2 and 3 with all required data, the information relevant for the report form is automati-
cally copied when the report form is registered. If the data are incomplete, the details will have to be entered in the
report form. The mandatory fields in the query must be filled in before it can be sent.
For this reason, it is important that you make sure all the required information has been entered in the „Safety
relevant query“ tab. This avoids the need to enter information twice.
4 Report form
The „Register“ button is now enabled. Clicking on it opens the online reporting form, which you can then edit.
Depending on the kind of incident selected (fire, airbag or accident), the fields which are not needed in the
report form will automatically be hidden.
46
8.3.3 Display of message form, illustrated with the example „Airbag“
Dealership‘s view
47
Dealership‘s view
48
8.3.4 Sending message form
The button „Create report form“ appears at the bottom edge of the report form. This can be used to create or
convert a non-editable document.
This document is then automatically added to the complaint as an appendix (non-deletable PDF attachment).
Dealership‘s view
Once the online document has been created, the window changes back to the „Safety-relevant query“ tab.
When the „Save“ button is pressed again, the link for opening the attachment created appears. In addition, the
leaflet symbol on the paper clip will show you that the report form has been added as an appendix.
You can now print off and save the document as necessary.
It is not possible to delete the PDF appendix at a later point in time.
Once you have entered all the required data in the „Safety-relevant query“ form, send the query to the TSC/
importer by clicking on the „Send“ button.
After it has been sent, this complaint with query is initially barred from further processing. You must first wait for
the approval / response to the query from the TSC/ importer.
49
8.4 Technical repair query

If you have been unable to rectify the cause of the customer complaint, having exhausted all means available in
the workshop, a „Technical repair query“ may be submitted to the TSC/ importer. Such queries may only be sub-
mitted from the workshop findings.
To be treated as a „Technical repair query“ by the TSC/ importer, your query must clearly refer to repair work on
the vehicle. Your importer determines what items may be the subject of a „Technical repair query“ (e.g. technical
query on Genuine Accessories or query on VW Commercial Vehicles body attachments).
Dealership‘s view
8.4.1 DISS – „Workshop findings“ tab
If you wish to submit a „Technical repair query“ to the TSC/ importer, activate the checkbox „Yes, send a repair
query“ and then click on „Save“.
The „Technical repair query“ tab then appears at the top of the window.
TIP
If you wish to submit a „Technical repair query“, do not fill in the remaining empty fields in the „Workshop
findings“ form yet. All the main information you need to communicate to the TSC/ importer will be collected and
recorded in the „Technical repair query“ tab.
50
8.4.2 DISS – „Technical repair query“ tab
Dealership‘s view
4
1 Order data
2 Data relating to the customer complaint
3 Information about the user currently logged on to the system (e-mail address, telephone number etc.)

4 All information and any measurement results relating to the service technician‘s „Workshop findings“ that are
to be included in the query you are submitting to the TSC/ importer must be entered in this form only.
The selection for the field „Does the complaint refer to a genuine accessory (VWN: attachment and
custom parts)?“ allows a targeted filtering of queries in DISS Monitor.
Text input in the field „What work has been carried out in the workshop and for which task do you require
assistance?“ is restricted to a length of no more than 1,000 characters.
In the field „Please select the provisional workshop code“ enter the workshop code with the help of the
coding assistant.
51
In the case of a „Technical repair query“, a two-stage code is sufficient if the cause of the fault is unknown. If it
is possible to select a complete workshop code though, this should be done.
Start the coding assistant for the workshop code
Delete the workshop code
IMPORTANT
Dealership‘s view
The workshop code selected in the „Technical repair query“ tab has priority and overwrites the workshop code
selected in the „Workshop findings“ tab.
For this reason, if you are submitting a „Technical repair query“ you should always enter the workshop code in
the „Technical repair query“ tab. That way, you can make sure you are working within the Service Core Process
and can avoid carrying out the same step twice.
Once the technical repair query has been sent to the TSC/ importer, the complaint with query is frozen and cannot
be edited further. You must first wait for the approval/response to your query from the TSC/ importer to arrive.
52
DISS-Handbook 9. Additional information
9 Additional information
DISS Monitor for dealerships
All DISS messages and queries along with the responses to them can be viewed in DISS Monitor. It is only
possible to register new orders via ElsaPro, or from the appointment scheduling systems.
9.1 Launching DISS Monitor

9.1.1 Launching DISS Monitor
Dealership‘s view
53
9.1.2 Launching DISS Monitor via the Dealer Portal in CPN
Dealership‘s view
IMPORTANT
The details stored in „My profile“ are included in every DISS query you send. It is therefore important that you
make sure they are always up-to-date. This will ensure that the TSC/ importer has access to your contact details if
they have any questions about your query (e-mail, telephone number, fax number). If a user is deleted, the e-mail
address will also be removed from the functions set up and from communications.
Please note that the system administrator in your dealership has to set up access to DISS Monitor for you before
you can use it.
54
9.2 „Inbox“ tab

When opened, DISS Monitor always displays the „Inbox“ tab. This shows a list of all responses received from the
TSC/ importer.
1
2 3 4
Dealership‘s view
1 Explanation of the column headings in the „Inbox“ tab

M Vehicle brand
AZ Analysis centre
Prov. WSC Provisional workshop code
KB Free text for customer complaint
VIN Vehicle identification number
TYPE Sales type
EZ Date of delivery
AWZ Response time
AE Query escalation (currently only available for Bentley)
AA Type of query R = Obligation to report in accordance with TSH
S = Safety-relevant query
T = Technical repair query
L = Paint query
LB Vehicle is broken down (cannot be driven)

W Repeat repair
Author Name and Org. ID of last author
NOTE
If the headers are underlined, it is possible to sort the data records.
2 Opening FISH with a vehicle identification number
You can open the information medium FISH just by clicking on the vehicle identification number.
Please make regular use of this function to call up any information that may be available for the vehicle, such as
field campaigns, warranty information, vehicle-specific information and the repair history.
55
3 Reading the query
Clicking on the „Read“ icon opens the „Detailed view BA“ in read mode.
Editing is not possible here. If you wish to edit the entries, use the „Edit“ button.
Dealership‘s view
56
4 Editing the complaint
Opening a query to edit it directly
Dealership‘s view
57
9.3 „Pending“ tab

If you open one of the queries listed in the „Inbox“ tab by clicking on the „Edit“ button, the next time you open the
query lists you will find this query in the „Pending“ tab.
Dealership‘s view
9.4 „Queries sent“ tab
The queries sent to the TSC/ importer are listed in the „Queries sent“ tab.
In contrast to the „Inbox“ tab, three additional column headings appear here.
LS Date last sent
HL1 Information from Level 1: allows the TSC/ importer to give an initial feedback for your query, such as
information on how long you can expect to wait for an answer to the query you have submitted.
AS Query status
Query sent but not yet opened by the TSC/ importer.

Query has been opened for editing by the TSC/ importer.

NOTE
Click on either of the two symbols to go to „Detailed view BA“.
58
9.4.1 Escalation of a sent query
It is possible to escalate a query in the „Queries sent“ tab. Do this to indicate to the importer that the query has a
higher level of urgency. In addition, an e-mail notification is triggered.
Preconditions for the escalation of a query:
• Partner is in the „Queries sent“ view

• Query has not been transferred to „Pending“ by the dealer
• Partner has the role „Query escalation“ in the dealer portal
• At least one distribution list „Query escalation“ of the type „Query escalation by dealership“ exists for the
Dealership‘s view
query, regardless of whether the distribution list was created by the importer or the manufacturer.
No escalation has previously been initiated by the dealer for the query. An escalation may have been initiated
by the importer and will not prevent the escalation by the dealer.
If all preconditions are met, the dealer will see the grey symbol for escalation in the AE column under
„Queries sent“.
Click on the escalation symbol to open a pop-up window in which the escalation for this query can be initiated.
The reason for the escalation must be entered here using no more than 200 characters.
Executing the escalation will have no effect on the current status of the query.
Once the escalation is initiated, the colour of the symbol in the AE column changes.
59
9.5 „Detailed view BA“ tab

This view shows all details relating to the query and the complaint. The query can only be edited in the detailed
view.
Dealership‘s view
2
60
1 The items in the „Functions“ section allow you to call up additional information plus information associated
with the DISS order in question:
Vehicle data Starts the FISH system
Appendices Adds / opens appendices relating to the complaint
Summary Opens the summary of the DISS complaint
Further BAs for order Shows the list of complaints for this order
Dealership‘s view
Online diagnosis log Call up online diagnosis logs for the vehicle
All BAs for vehicle The first value indicates all productive complaints relating to this vehicle.
The second value indicates all archived complaints relating to this vehicle.
NOTE
The number in brackets is the split into two sections: the number in front of the slash is the number of
productive complaints; the number after the slash is the number of archived complaints.
2 In the „Communication history“ section, you can view at a glance all responses from the TSC/ importer.
3 The field „Preliminary information to dealer“ may contain an initial notification from the TSC/ importer in
advance of the actual response to your question.
4 If the TSC/ importer asks a question about your query, enter your answer in the „Message to“ field, or if you
would like to send another query text in response to the answer received from the TSC/ importer, you can do so
by entering the text here.
61
9.6 „Search“ tab

The „Search“ tab allows you to perform a search for all types of query using various search options.
It is possible to search for partial strings in the text fields. „Wildcards“ (*) are automatically set.
Dealership‘s view
The possible search criteria are:
BA-ID You can only search for a complete BA ID

M Brand code
Prov. WSC old Search for old workshop code
Prov. WSC new Search for new workshop code
KB Search for customer complaint
VIN This criterion is not case-sensitive. The VIN must have 17 characters
TYPE Six-character sales code, e.g. 8ED0JH; entry must be 2-6 characters
AA Query type
Author It is only possible to search for an author by first name and surname.
It is not possible to search by Org ID. For instance, you cannot search with the
criterion „DE999750“. The search by author‘s name is case-sensitive
AE Shows escalation status
Place & AS Shows the status of the query
E = Inbox
B = Pending
V = Query sent
A = Order list/Completed/Archive
Start search
Clear entered search parameters
„Productive“ tab
The „Productive“ tab show all queries relating to current orders which are pending.
„Archive“ tab
Queries are moved into to the „Archive“ tab when the following conditions are met:
- 90 days passed since completion of related complaint

- Queries and subqueries that have not been processed 12 months after the order was set up
(whether a query is open or completed is irrelevant for forced archiving)
62
9.7 „Order list“ tab

The „Order list“ contains all DISS orders for your workshop. The list shows the number of complaints and queries
for each order and indicates possible repeat visits in the column „WB“.
Because of the high volume of data in DISS, the archiving concept was introduced to attain improved system per-
formance. Archiving is automatically executed after 90 days, once all complaints relating to the vehicle have been
completed. If there are any complaints which have not been completed, the period for forced archiving is extended
to twelve months.
Dealership‘s view
The column „WB“ means risk of repeat repair.
Use this function to complete the DISS complaint directly from DISS Monitor.
At least one complaint has not yet been completed.
All complaints for this order have been completed.
63
DISS-Handbook
„Productive“ tab
Dealership‘s view
Here you can view all complaints which are currently open, in the usual manner. The „Archive“ column shows the
date on which an order was moved into the archive.
„Archive“ tab
The „Archive“ tab contains all orders that have already been archived. It is no longer possible to process these
orders. However, they can still be called up and read using the button at the end of the line.
„Open archive candidates“ tab
All complaints, regardless of whether they are pending or already completed, are moved into the „Open archive
candidates“ tab four weeks before they are automatically archived. Your complaint will be archived on the date
stated unless you intervene. You have the possibility to extend this period by 60 days. To do this, click on the
„Edit“ button.
You are now in the corresponding order and can defer forced archiving by 60 days using the calendar symbol in
the order data. The complaint is moved by the system to the „Productive“ tab. There is no limit to the number of
times you can repeat this process.
To make it easier to work with open archive candidates, you have the option of activating automatic e-mail notifica-
tion in DISS Monitor. You will receive an overview of open archive candidates on the 1st and 15th of each month.
64
9.8 „Administration“ tab

In the „Administration“ tab, you can set the option to determine whether you will receive an e-mail notification
when a response arrives from the TSC/ importer. In addition, this function is also used for notification if there are
open archive candidates.
Dealership‘s view
Notifications are sent to all employees who have selected the option „Yes, send e-mail notification“.
To apply the selection as your setting in the system, click on „Accept“. If you wish to deactivate the e-mail notifica-
tion function, click on „No, do not send e-mail notification“ and accept the setting.
65
9.9 Field monitoring

The TSC/ importer can use the function Field monitoring to set up an obligation to report before repair for
certain vehicles with corresponding customer complaints.
If a vehicle affected by such an obligation is in your dealership, a pop-up window will appear automatically, infor-
ming you of the field monitoring for this vehicle.
Dealership‘s view
For you as a dealer, this means
• The complaint is frozen for further processing

• During this time, the TSC/ importer will decide whether the complaint registered in DISS should be given the
status of „Obligation to report before repair“
Click on „OK“ in the pop-up window to confirm that ...
• You have read this message.

• You will wait for the time stated in the pop-up window before processing the complaint any further and starting
repairs on the vehicle.
If you receive no further message from the TSC/ importer within the time period indicated, you may continue with
the repair and the processing of the complaint in the usual way.
66
DISS-Handbook 10. Field monitoring
10 Field monitoring
10.1 Field monitoring – without message to the dealership
The system‘s field monitoring function automatically notifies the TSC/ importer directly of any vehicle registered by
a dealership that matches the previously defined filter criteria.
The following may be used as filter criteria for field monitoring:
• Vehicle data (VIN, serial number etc.)

• Customer code
• Market or brand data
etc.
The filter criteria are predefined by the Product Support personnel.
(For additional information on filter criteria – 11.6.1 „Filters“ tab on page 81)

The Product Support officer receives an e-mail notifying him that a field monitoring case has been triggered. This
means that a customer code that matches the field monitoring filter criteria has just been registered. Clicking on
the link provided in the notification e-mail directly opens the complaint in DISS Monitor.
The „Summary“ of the complaint is displayed.
Level X view
IMPORTANT
Field monitoring enables the manufacturer or importer to intervene proactively and to provide active repair support.
To ensure that the Product Support personnel can provide timely assistance, the dealership must work within DISS
and follow the Service Core Process (SCP).
(For basic information on DISS Monitor • „DISS Monitor for level X“ on page 73)
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10.2 Field monitoring – with message to the dealership

Provided the dealership registers the customer complaint in DISS before starting on the repair in accordance with
the Service Core Process, the Product Support officer will be able to provide advice on fault finding and repairing
the fault before the dealership begins to repair the vehicle.
Possible uses:
• Obligation to report before repair using the „Field monitoring“ function

• Complaints for which Product Support already knows a solution, but the TSH article has not yet been published
in the TSH
• Analysis requirements
10.2.1 E-mail notification when the field monitoring function is triggered
When a dealership enters a customer code that matches the filter criteria, the field monitoring function is triggered
and the Product Support officer is informed by means of a DISS notification.
Level X view
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10.2.2 DISS Monitor – triggering an obligation to report
The Product Support officer can call up the complaint for the vehicle directly in the „Summary“ tab by clicking on
the link in the DISS notification.
„Summary“ tab without message to dealership:
Level X view
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„Summary“ tab with message to dealership:
1 2
Level X view

1 When the complaint is opened via the link, the „Filter ID“ is automatically entered in the appropriate field.
2 The „Trigger field observation“ field
is only enabled if the Product Support officer has set the option for message to dealership to „Yes“ in the
field monitoring filter and has editing rights for queries within DISS.
remains enabled for the duration of the predefined period within which the message to the dealership should
be sent. This is defined in the tab „Administration / Field monitoring“ within the function „Duration of active
intervention“. (20, 45 or 90 minutes).
The time is counted from the point at which the dealership enters the customer code in the DISS complaint.
The Product Support officer must initiate communication with the dealership within this predefined time window.
When the selected time has elapsed, the „Trigger field observation“ button is disabled.
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It is not possible to trigger the field observation if:
• the time period has elapsed
• the dealership fails to follow the instructions displayed in the pop-up window.
(The „Next process step“ button is deactivated for the time period shown in the pop-up.)
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10.2.3 „Field monitoring“ message window (dealership)
When a customer code is accepted, DISS checks whether the registered complaint matches a field monitoring
case for which the message to dealership function is enabled. If a match is found, the following field monitoring
pop-up window appears on the screen at the dealership:
Level X view
NOTE
The dealership triggers confirmation that the field monitoring message has been read by doing the following: by
clicking on „OK“ button, the dealership acknowledges the information on field monitoring.
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10.2.4 Starting communication between Level X and the dealership
The Product Support officer actively triggers field monitoring by clicking on the „Trigger field observation“ button.
This initiates communication with the dealership by Level X.
Level X view
5 6
1 Record of the query type „Obligation to report in accordance with TSH“
2 Indication of filter ID
3 Documentation of the complete communication history between the Product Support officer and the dealership
4 The setting „Feedback info required“ is automatically selected in field monitoring as soon as the Product
Support officer opens the query by clicking on the „Trigger field observation“ button.
5 It is not possible to send „Preliminary information to dealer“ as no status can be assigned to the query until
after it is sent by the Product Support officer.
6 An „Internal note“ is only used to share information internally and is not displayed to the dealership. Internal
notes are neither indicated in the communication history nor are they archived.
7 The Product Support officer must enter instructions in the text field, describing how the dealership should
proceed with the repair. When the Product Support officer has filled in the text field, attached any files and
entered any internal notes required, the query can be sent to the dealership by clicking on „Send“.
The query is then automatically moved to the „Queries sent“ tab in DISS Monitor.
(For basic information on the communication with dealerships • „DISS Monitor for level X“ on page 73)
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DISS-Handbook 11. Wholesale information – DISS Monitor for Level X
11 Wholesale information –
DISS Monitor for Level X
Because of the many different queries, it is possible to filter the data records in the tabs „Inbox“, „Pending“ and
„Queries sent“. For example, the records can be filtered by subject group.
Concept: • Filters are selected using a freely chosen title

• Every Level X user has a personal filter list (own filters).
It is possible to use different filters in the different areas. The last filter selection used is always saved for the user
when DISS Monitor is closed, and then called up again when is started again.
11.1 „Inbox“ tab

Contains all queries and responses.
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Level X view
1 Explanation of the column headings in the „Inbox“ tab

M Vehicle brand
VZ Number of importer/distribution centre
BNR Dealer number
AZ Analysis centre
Prov. WSC Provisional workshop code
KB Free text for customer complaint
VIN Vehicle identification number
TYPE Sales type
EZ Date of delivery
RZ Feedback info to dealer required by
L Level
IN Internal note
AE Query escalation
(For additional information, see 11.6.5 „Distribution list for query escalation“ on page 100
AA Type of query
LB Vehicle is broken down
W Repeat repair
Author Name and Org. ID of last author
TIP
DISS provides extensive tool tips to make working with the system easier. As soon as you move the mouse cursor
over a button, a text or an icon, a text appears explaining the individual item.
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2 Reading a query
When a query is opened by clicking on the „Read“ button for a read-only view of the query, the processing
status as seen by the dealership does not change and the „Detailed view BA“ tab is opened.
The following appears at the dealer:
Query has been sent, but has not yet been opened by the TSC/ importer
If the query has been opened by the TSC/ importer for editing
Level X view

The detailed view contains all the information about the vehicle and the customer complaint.
This function copies the order data, the complaint information and the entire content of the order in a PDF
view copy.
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3 Editing a query
Editing mode allows you to respond to queries received and to information supplied by the dealership in reply
to your questions.
It is also possible to pass on a query to another level, for instance if the importer is unable to answer the
dealership‘s query. In this case, the manufacturer is asked to supply a solution and the query is sent to Level 3.

Level X view
3
4
5 6
TIP
To view the author‘s contact data, click on the link under „Edited by“ in the communication history. The contact
data will only be available if they have been entered in the master data in the dealer portal.
This function is available only to Level X.
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1 The items in the „Functions“ section allow you to call up additional information plus information associated
with the DISS order in question. Unlike the dealership view, the Level X view provides access to all information
about the vehicle available in the respective market.
2 Clicking on the „Edit“ button starts the coding assistant. This allows the Product Support officer processing the
query to change or complete the provisional workshop code entered by the dealership if he already knows what
the cause of damage is.
With all types of query (T,R,S,L) it is possible for Level X to freeze the workshop code in the detailed
view of the query. Once a code has been frozen, it is no longer possible for the dealer to
retrospectively change the workshop code specified by Level X.
3 The option „Feedback info required“ is automatically selected by the system in a field monitoring case as
soon as the Product Support officer sends a message to the dealership. The Product Support officer can also
use this function for any query submitted by a dealership. As a result, the dealership will not be able to close
the query and must first send the requested reply to the Product Support officer. Only when the Product
Support officer has deselected the „Feedback info required“ field, can the dealership close the complaint.
4 The „Keywords“ field is used by Level X to enter any suitable terms. The keywords can also be used for
filtering queries as it is possible to specify content for this field when creating a filter.
5 If necessary, Product Support can use the „Preliminary information“ field to write a message for the
dealership to receive before the actual response is sent or even right at the beginning of the processing of the
Level X view
dealership‘s query. (For example: Level X realises that it will take at least two days to supply a response to the
dealership as the issue requires consultation with the manufacturer.)
„Preliminary information“ is not sent, but delivered to the dealership by clicking on the „Save“ button.
The „Message to: Dealer“ field is thus not affected. The Product Support officer retains the right to edit the
query.
„Information texts“ can be entered manually by the Level X editor or are created via the Level X administrator.
These can be selected as texts for “Preliminary information” via a selection menu and added to the message to
the dealership by clicking on the „Insert“ button. It makes sense to add information texts via the administrator
in cases of texts which the Level X editor needs repeatedly. This ensures that the texts used within the Org ID
are standardised.
The „Preliminary information“ is not visible in the communication history and is therefore not archived. The
dealership can only view the „Preliminary information“ within DISS Monitor under “Queries sent”. The query
sent is then displayed with the „Information text“ from Level X.
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6 An „Internal note“ is only used to share information internally and is not displayed to the dealership.
The „Internal note“ is not visible in the communication history and is therefore not archived.
7 Only if a recipient has been selected in the „Message to:“ field and a message text has been entered, is the
„Send“ button enabled after the query is saved.
In the text field below, the Product Support officer enters the reply to the dealership or a forwarding text to the
department that will continue the processing of the query.
When the Product Support officer has filled in the text field, attached any files and entered any internal notes
required, the query is sent to the dealership or another department by clicking on the „Send“ button. The query is
then automatically moved to the queries list or to the „Queries sent“ tab.
„Text components“ are created via the Level X administrator and can be selected for a message to the dealership
or the next department by clicking on the „Insert“ button. This text is then inserted into the „Message to:“ field. If
a text component is always associated with a certain file attachment, e.g. a questionnaire, the administrator can
also register the required attachment as a text component. this text component is then added to a query, the file is
automatically attached to the query.
Level X view
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11.2 „Pending“ tab

This tab contains all queries that have been opened for editing by clicking on the “Edit“ button in the „Inbox“ tab,
but have not yet been sent on or answered.
1 2
1 Opening FISH with a vehicle identification number
You can open the information medium FISH just by clicking on the vehicle identification number.
Please make regular use of this function to call up any information that may be available for the vehicle, such
as workshop campaigns or the the vehicle‘s repair history.
Level X view

2 Explanation of abbreviations under „AA“ (query type)
T Technical repair query

S Safety-relevant query
R Obligation to report in accordance with TSH or obligation to report for field monitoring
L Paint repair
V Paint complaint with approval function
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11.3 „Queries sent“ tab

This tab contains all queries that have been sent to a dealership. At the dealership level, these queries are either
in the „Inbox“ tab or in the „Pending“ tab. A query that has been sent will be displayed in this query list until the
dealership has completed it.
The queries sent to dealerships are listed in the „Queries sent“ tab.
You can open a detailed view of a query using the „Read“ function.
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Queries that have been forwarded for processing by another department (e.g. an importer has forwarded a query
to Level 3, the manufacturer) are either shown in the „Inbox“ tab or in the „Pending“ tab, depending on the editing
status at Level 3. A query can be found in the „Inbox“ tab if Level 3 has not yet started editing it. If a query is dis-
played in the „Pending“ tab, this indicates that Level 3 has begun editing it.
11.4 „Search“ tab
Level X view
Use the „Search“ tab when you wish to search for specific queries. The relevant input fields are available.
„Productive“ tab Contains all active orders

„Archive“ tab Contains all orders that have been completed or automatically archived
An exact description of the individual search criteria is given at the beginning of section 9.6 „Additional
information – „Search“ tab“ on page 62.
When you have entered the data for the search in the search fields, start/activate the search by clicking on the
search „Search“ icon. If you have entered several different search criteria, the search will be performed on the
basis of an “AND” logic.
IMPORTANT
The search function only relates to queries on the „Productive“ tab in the areas:
• Inbox
• Pending
• Queries sent
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11.5 „Order list“ tab
Just as in the „Search“ tab, you can also perform various types of search in the „Order list“ by entering search
terms in the white input fields.
These fields allow you to search by:
• BVZN
• Dealer number
• Order number
• Vehicle identification no. (17-digit):
• BA ID
When searching by BA ID, the search is not restricted to complaints for which a query has been submitted.
Level X view
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11.6 „Administration“ tab

11.6.1 „Filter“ tab
The filter administration provides the following functions:
• Creating new filters

• Copying your own filters to a new filter
• Copying a filter created by a colleague from the same organisational unit to a new filter of your own
• Deleting a filter
Standard filters are created by the organisational unit‘s DISS administrator for use by all users in the organisatio-
nal unit. Only the organisational unit‘s administrator can edit these filters. The DISS administrators also have the
necessary rights to open all query list filters from all organisational units worldwide and to copy filters from other
organisational units to their own unit.
To call up „Filter administration“, select „Administration“ and then „Filters“. The list of available filters is
displayed.
1 2
3
Level X view
The view contains all available filters from the organisational unit of the Level X editor who is currently logged on.
Filters belonging to other users can only be opened in read-only mode and copied.
1 Explanation of the column headings in the filter list
Org-ID Organisation ID
Standard Identifier for the filter, valid for all users in the entire Org ID
User ID Filter owner‘s user name
Designation Name of the filter
Changed on Date of last changes to the filter
Edit Editing icons:
Open to edit Copy to a new filter
Delete
2 Sorting
Click on one of the underlined column headings to sort the list by this column in ascending or descending order.
3 Filtering the filter list

You can restrict the filters displayed in the filter list by entering criteria in the search line.
When first opened, the filter administration displays filters with your own user ID only.
TIP
If a large number of filters are displayed in the list, it might be difficult to find your copy of the filter. It is then hel-
pful to restrict the list by entering a filter criterion in the „Designation“ search field.
Opening the detailed view of a filter
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About the functions

To open the detailed view of a filter, click on one of the following functions:
• New filter
• Edit
• Read
11.6.1.1 Filter logic
The design of a filter is based on the rules of propositional logic and set theory. However, filters are created using
only very simple rules. You can build powerful and flexible filters, which meet the very specific needs of Level X
editors.
Filter design rules
• Filters apply restricting conditions to one or more properties of the queries (complaints)
• It is possible to join several conditions in a filter using the AND/OR logic operators.
• Multiple operators must be unambiguous.
• A query is only shown in the list if the joining of all the individual filter conditions yields the result TRUE.
Effect of the AND/OR operators
AND For a query to be displayed in a filtered list, all of the property conditions joined by AND must be fulfilled.
Level X view
OR For a query to be displayed in a filtered list, at least one of the property conditions joined by OR must be
fulfilled.
Effect of the AND/OR operators

The areas represent the queries that are displayed when the filter is applied.
Brand = VW AND MKB = ATR Brand = VW OR MKB = ATR
Marke = VW Brand MKB = ATR Brand = VW MKB = ATR
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Structuring of multiple operators
If a filter needs to use more than two filter criteria and different joining operators, the resulting expression will nor-
mally be ambiguous:
BRAND = VW AND MKB = ATR OR TECHNICAL_QUERY = YES
This expression has two possible interpretations:
All VW complaints in which the All VW complaints with engine

engine code is equal to ATR code equal to ATR and all
or in which technical queries technical queries
have been submitted

The ambiguity results from the mixed use of AND / OR in one expression.
The expression only becomes unambiguous when divided into separate expressions joined by the same operator:
BRAND = VW AND (MKB = ATR OR TECHNICAL_QUERY = YES)
All VW complaints in which the engine code is

equal to ATR or in which technical queries
have been submitted
Level X view
(BRAND = VW AND MKB = ATR) OR TECHNICAL_QUERY = YES
All VW complaints with

engine code equal to ATR
and all technical queries
Unambiguous multiple operators
Multiple operators with the same operator are always unambiguous. No brackets are required.
The order of the filter criteria does not matter:
BRAND = VW AND MKB = ATR AND QUERY_TYP = TECHNICAL QUERY
MKB = ATR AND QUERY TYPE = TECHNICAL QUERY AND BRAND = VW
All VW complaints with engine code equal to ATR and with technical query
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Filter levels
The use of brackets as shown above creates a second filter level.

The result from the second level is passed to the first level for further computation of the filter result. The first level
treats the result from the second level as a single filter criterion.
MARKE=VW UND ( )
Level 0
(MKB=ATR ODER ANFRAGETYP = TECHNISCHE ANFRAGE)
Level 1
It is possible to set up highly differentiated filters with multiple application of the described rules:
(BRAND = VW OR BRAND = AUDI) AND

(QUERY TYPE = TECHNICAL QUERY OR (BREAKDOWN = YES AND OBLIGATION_TO_REPORT_IN_AC-
CORDANCE_WITH HST = YES))
Ebene 0
Ebene 1 Ebene 1
Level X view
Ebene 2
NOTE
Filters must always be constructed with attention to the properties of the complaint/query.
Example
User‘s wish: I want to see all Audis and VWs
WRONG
RIGHT

X
BRAND = VW AND BRAND = AUDI
BRAND = VW OR BRAND = AUDI
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11.6.1.2 Filter editor
The filter editor allows you to display and create new filters and to modify existing filters.
To open the filter editor, click on the „New filter“ button or on the buttons for „Editing“.
To illustrate how to use the filter editor, this section looks at an example, in which a user is setting up new filter.
After you click on „New filter“ the filter editor opens as shown below:
2
3
Elements of the filter editor
1 Filter name
2 Expand symbol
Level X view
3 Buttons to accept (store) the modifications you have made
Definition of Level 0
The first step is to define the type of operator to be applied in level 0 of the new filter. You can choose between the
two logic operators (AND/OR).
NOTE
If you are creating a filter with only one filter criterion, the logic operator for Level 0 is actually superfluous. But
for formal reasons, Level 0 has to be created. It does not matter in this case which logic operator you select.
85
Definition of filter criteria and other filter levels
When you have selected the logic operator for level 0 by clicking on „AND“, click on the expand icon „+ symbol“.
You can then carry out either of the following actions for the current level:
1 Select a filter criterion from the four categories offered

2 Create new sub-levels
Inserting simple filter criteria
The following sequence inserts the filter criterion „QUERY_TYPE = TECHNICAL_QUERY“ in the current filter
level.
Level X view
NOTE
The appendix „Filter criteria“ contains a list of all the available filter criteria with their meanings and permitted
values.
86
Inserting filter criteria with values
Expanding of the current filter level by addition of the filter criterion „Level is“
Level X view
NOTE
The red input field indicates that no value has been entered or that the value is invalid for this particular filter
criterion. „Accept“ will not work in this case and an error message will be shown.
87
Insertion of another filter level
Level X view
88
Just as for Level 0, to enter the filter criteria in Level 1, click on the expand filter after the OR operator.
Level X view
89
Deleting criteria
The delete function is offered when you click on the criterion name. A prompt will request confirmation of the delete
command.
Level X view
90
Deleting or converting levels
When you click on the logic operator, you can then convert it to the other possible operator or you can delete the
entire level with all its filter criteria.
Level X view
91
NOTE
Deleting a level will also delete all levels that come after it. Deleting Level 0 thus deletes the entire filter!
TIP
Any modifications you make will only be permanently stored when you click on „Accept“.
If you accidentally delete Level 0, for instance, while editing an existing filter, you can retrieve the old version of
the filter by clicking on „Cancel“ to close the filter editor.
The different between “Criterion equals” and “Criterion is same as”

Some filter criteria are available in two different versions:
In the case of „is same as“ an exact value must be entered for the filter criterion.
In the case of „equals“ it is possible to use wildcard characters.
Level X view
92
Use of wildcard characters
If a filter criteria is of the type “equals” (e.g. Gearbox code equals), it is possible to use wildcard characters. Using
wild cards allows you to define a larger set of matching values in one single criterion expression.
Example:
Find all complaints in which the „Org ID“ begins with the characters „DE“.
Permitted wildcard characters and their functions:
% stands for 0 to any number of characters at this position

_ stands for exactly one character at this position
Examples of the use of wildcard characters
Find all complaints in which the 5th and 6th characters of the sales type are „A4“
Level X view

Find all complaints in which the 4th character of the sales type is 0. As opposed to:

Complaints in which the sales type contains a 0
NOTE
In future updates, it will be possible to use an alternative character instead of the underscore („_“), e.g. a question
mark („?“).
Filter names / renaming
A filter may be given any chosen name and its name can be changed at any time.
Changing the name of a filter and then clicking on „Accept“ does not create a new copy of the filter.
(Additional information about filters – 12.2 „Filter criteria – filters for query lists“ on page 110)
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11.6.1.3 Level X administration – filter administration
A Level X editor can be made a Level X administrator by the assignment of this role in the Dealer Portal. Level X
administrators can perform functions required for administration of an organisational unit in DISS.
1 All existing filters can be displayed in this view.

The filters are shown with their user IDs and also their Org IDs. When first opened, the view is filtered to show
filters from the administrator‘s own Org ID only. Filters from other Org IDs can only be read and copied.
2 The view also contains the filters‘ SQL syntax. This can be helpful in detecting errors.
The administrator can set up a filter for any user from the same Org ID and then assign the filter to that user.
When creating a filter for another user, the filter initially has the administrator‘s User ID. The administrator, howe-
ver, has the right to enter the desired user ID in the filter to enable the chosen user to apply the filter.
Level X view
Only the DISS administrator can create standard filters for all users in the organisational unit. Only the organisati-
onal unit‘s administrator can edit these filters. The DISS administrators also have the necessary rights to open all
query list filters from all organisational units worldwide and to copy filters from other organisational units to their
own unit.
94
11.6.2 „Evaluation“ tab
This tab allows you to view the selection of evaluation reasons for your own Org ID.
In addition, you can also enter the rejection text relating to the evaluation reason. Only evaluation reasons which
are marked in the „Selection“ column in Administration are visible for Level X users in this Org ID in the detailed
view for the query.
Level X view
95
11.6.3 „Obligation to report e-mail in accordance with TSH“ tab
This tab allows persons/distribution lists to be defined who wish to receive notification for a TSH process number
(repair approval/obligation to report before repair). All users with the necessary rights can set up notifications, but
only to themselves. The e-mail address stored in the user‘s data in the Dealer Portal is entered by default. You
cannot enter an e mail address manually.
This function can only be set up if a corresponding TSH article has been published in Elsa.
Example: Setting up an obligation to report e-mail in accordance with TSH
Level X view
The dealership submits a repair approval case to Level X by selecting „Obligation to report in accordance with
TSH“. When submitting the query, the dealership must copy the TSH process number into DISS, using the transfer
function in the TSH.
The dealership can alternatively enter the process number in the query form manually. This may then lead to an
e-mail repair approval case.
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11.6.3.1 Level X administration – registration for obligation

to report e-mail in accordance with TSH
1 For each TSH process number listed, the view shows the Org ID (only visible to the DISS administrator) and
user ID of the registered users. The Level X administrator‘s view contains an overview of all registrations
2 The administrator has the right to change all registrations within the organisational unit. Users, however, can
only change their own entries. They can, for instance, change:
• the TSH process number

• the designation
It is also possible to delete entries belonging to you own Org ID. Only the administrator can delete or modify
all entries. Level X administrators can only register new TSH process numbers for themselves. However, the
Level X view
administrator can change the process number and the title of existing notifications belonging to other users.
11.6.4 „Distribution list escalation“ tab
Queries that are not answered within 12 hours are reported via e-mail distribution lists to the recipients defined in
brand-specific distribution lists.
If a query still has not been answered after 48 hours, a further escalation is triggered with a different set of distri-
bution lists.
97
11.6.4.1 Level X administration – list administration
The Level X administrator can manage the existing distribution lists for the organisational unit and create new lists.
Editing lists
When an existing list is selected or a new list is created, the window for editing an individual list opens.
The Org ID cannot be changed and indicates that the list can only be managed by the Level X administrator of that
organisational unit.
Level X view
The following details should be entered for each list:
• The brand involved in the queries to be escalated

• The type of escalation (12 or 48 hours)
• The list designation, which can be any chosen name
The list contains email addresses separated by semi-colons.
NOTE
The system does not check whether the e-mail addresses listed are syntactically correct or whether e-mails can be
successfully delivered to them. E-mail delivery failures are not logged.
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11.6.5 „Distribution list for query escalation“ tab
The following conditions must be satisfied before a query to the manufacturer can be escalated by the importer:
• The user is in the „Inbox“ view or the „Pending“ view.

• The user has the role „Query escalation“ in the dealer portal
The level of query is 3, 4, Inbox or Sent.
• No escalation has yet been initiated by the importer to the manufacturer for this query.
• The manufacturer must have set up a query escalation marker for the importer.
In this view, the importer and the manufacturer are able to modify the distribution lists.
If nothing is entered in the detailed view under dealership Org ID, this escalation will be set up for the entire mar-
ket.
Level X view
If you only wish to receive escalations from individual dealerships, enter the Org IDs of the dealerships concerned,
separated by commas.
99
SiIf all preconditions are met, the importer will see the symbol for escalation in the Query escalation column.
Both at the dealership and at the importer, a pop-up window opens when the escalation symbol is clicked on. Es-
calation for this query can be initiated here.
(Additional information on query escalation – 9.4.1 „Escalation of a sent query“ on page 59)
First escalation relating to query by the importer
The grey symbol is visible for the importer when

• the query is at least in Level 3, 4, E or K
• escalation authorisation exists between the importer and the manufacturer
• the dealership has not yet initiated an escalation
General identification for escalated queries
The red symbol is visible for the importer when

• the query has been escalated by the dealership
• the importer has initiated an escalation to the manufacturer
Level X view
Additional escalation by the importer
The yellow symbol is visible for the importer when

• the query is at least in Level 3, 4, E or K
• escalation authorisation exists between the importer and the manufacturer
• the dealership has already initiated an escalation to the importer
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A new filter criterion „Query escalation“ is available in Administration and can be used for query list filters. This
filter criterion is only active for queries that have already been escalated.
11.6.6 „Distribution list for safety-relevant query“ tab
When a dealership sends a safety-relevant query, staff with the role of incident coordinator can be notified by me-
ans of brand-specific e-mail distribution lists.
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11.6.7 „M44 distribution list“ tab
The M44 distribution list is only used for the manufacturer AUDI.
11.6.8 „Text components“ tab
Text components are used to simplify the process of answering and editing multiple queries.
Frequently used formulations are stored here. This allows Level X users to quickly and simply add these formulati-
ons, for example for standard answers.
Level X view
NOTE
New text components can only be created and published within an Org ID via the Level X administrator. The ad-
ministrator has the function of making various text components available for the users to select. Only the Level X
administrator can open and read text components from other Org IDs.
11.6.9 „Information texts“ tab
The information texts are standard texts which are used to simplify the authoring of „Preliminary information to
dealer“.
NOTE
New text components can only be created and published via the Level X administrator.
101
11.6.10 „Field monitoring“ tab
This tab allows you to set up a notification to be triggered by a „Complaint registration“. This function supports the
same process as for an Obligation to report in accordance with TSH. The criteria for the notification can be
defined in this tab.
11.6.10.1 Level X administration
Only users with both the role “Field monitoring” and the administrator role can set the field for dealer information
and time selection
Level X view
3
102
1 Filter data
Org-ID Organisational unit‘s identifier
User ID Filter owner‘s user name
E-mail E-mail address of the filter owner
Title Title of the filters
Filter ID Assigned by the system. Can be used for filtering queries and analyses.
Expiry date Time defined for the filter to expire.
Expiry info sent Setting that determines whether the author of the filter was notified of its expiry
Selection: „Yes“ or „No“
Dealer information Setting that determines whether a pop-up window for the dealership has
in DISS been set up
Selection: „Yes“ or „No“
If „Yes“ Proactively intervention by Level X is possible
If „No“ Notification by email that field monitoring has been triggered
Active intervention within the system is not possible.
Duration of active intervention:

20, 45 or 90 minutes, depending on selection
Level X view
The dealership is informed of this time setting by the pop-up window message when a
filter delivers a result. Level X only has this time window available for proactively inter
vention.
In addition, the change of process step from complaint registration to workshop findings
is frozen for the time stated

Filter active Selection: „Yes“ or „No“
NOTE
The time window available to the Level X Product Support officer to initiate communication lasts for the period sta-
ted and starts when pop-window for the dealership is triggered. Once this time has elapsed, Level X is no longer
able to open queries to the dealership.
103
2 Brand and market data
Distribution Centre/ Example: „219“ or „214“

Importer number
Brand Selection of the filter‘s target brand
Dealer Org ID Restriction to Org IDs possible
Country code 3-character ISO country code (example: DEU for Germany)
Analysis centre Selection: „YES“, „NO“ or „NOT RELEVANT“
Region Entry of a region number (example: „181“)
District Entry of a district code
Level X view
104
3 Data regarding vehicle
Sales type, 6 characters 3D* or 8k*
Sales type, description Example: Description of a sales type
Vehicle identification number Example: WAUZZZ8R?9A
Level X view
Serial number Example: 001662
Model Year to Example: 2008
Mileage from Vehicle‘s mileage reading
Delivery date Date input format: Year, Month, Day
MKB Engine code
GKB Gearbox code
Warranty information Example: A18
PR number Possible PR numbers can be selected from a stored list
105
4 Data relating to the customer complaint
Repeat repair Selection: „YES“, „NO“ or „NOT RELEVANT“

Refers to the question to the customer:
„Have you been in the workshop before with this complaint?“
Only if „Yes, already repaired in accordance with TPI“, the field
HST process number is active
HST process number The HST process number from the HST article may optionally be entered
This can be done with or without wildcards (*)
Breakdown Selection: „YES“, „NO“ or „NOT RELEVANT“

„Refers to the question in the “Complaint registration“
Workshop visit Selection: „YES“, „NO“ or „NOT RELEVANT“
Level X view
Customer code Definition of the customer code that will trigger the filter
Either this field is a mandatory field (marked with *) or the adjacent field for “Complaints
about vehicle”
Complaints Selection: whole numbers up to 99 > no restriction

about vehicle Notification is triggered as soon as more than x complaints about the vehicle have been
registered
Notification is triggered irrespective of the customer code if this has not been entered
This provides Level X with a means of monitoring if if complaints are registered for a new
model
106
DISS-Handbook
12 Appendix
12.1 Roles and rights concept
1. Role Standard role

2. Role Level X standard role
3. Role Filter control
4. Role Field monitor
5. Role Technical administrator
6. Role Incident coordinator
7. Role M44
8. Role Query escalation
NOTE
Changes to roles and rights are activated two hours after they are entered.
Level X view
The screen shows all systems tabs available for the importer and dealership.
Depending on the roles assigned to you, certain tabs may be displayed or hidden.
The following overviews specify the roles depending on the different functions.
Overview of roles at the dealership
Roles
standard Query
Function description of
roller Escalation
ID productive 255 65
ID QA system 255 65
Start application from portal x x
Call up query list "Inbox" x x
Call up query list "Pending" x x
Call up query list "Queries sent" x x
Start search x x
Call up order list x x
Start portal x x
Call up system and user information x x
Process complaint x x
Process query x x
SRA queries visible x x
Perform query escalation x
Show escalation details of dealership x
escalation
Administration (tab visible) x x
Call up DISS profile (tab visible) x x
Edit e-mail notification x x
107
DISS-Handbook 12 Apendix
Overview of roles at the importer / Level X
Roles
Standard Level X Technical Incident Filter Field Query
Functiondesignation M44
role standard role admin. coordinator control monitor Escalation
ID productive 255 102 103 104 75 105 34 65
ID QA system 255 102 1602 1601 1603 105 34 65
Start application from portal x x x x x x x x
Call up query list "Inbox" x x x x x x x x
Call up query list "Pending" x x x x x x x x
Call up query list "Queries sent" x x x x x x x x
Start search x
Call up order list x
Start portal x x x x x x x x
Call up system and user information x x x x x x x x
Call up query in read mode x x x x x x x x
Call up query in edit mode x
SRA queries visible x
Convert standard queries to SRA queries x
Export SRA query
Complete SRA query (delete)
Activate M44 function x
Addressee when "Sending to" ET Logistics x
and VK-4
Show "Copy order data" icon in summary x x x x x x x x
Perform query escalation x
escalation
Show escalation details of importer x
escalation
Administration (tab visible) x x
Level X view
Call up field monitoring (tab visible) x
Show FB filters for own Org ID x
Show FB filters from all Org IDs and users x
Copy FB filters x
Edit FB filters for own user x
Edit FB filters for other users from own x
Org ID
Activate dealer information x
Call up information texts (tab visible) x x
Show information texts for own Org ID x x
Show information texts for all Org IDs x
Edit information texts for own Org ID x
Call up text components (tab visible) x x
Show text components for own Org ID x x
Show text components for all Org IDs x
Edit text components for own Org ID x
View attachments to text components for x
own Org ID
Edit attachments to text components for x
own Org ID
Call up Obligation to report email in x x
accordance with TSH (tab visible)
Show process number for own user x x
Edit process number for own user x x
Show process number for own Org ID x
Edit process number for own Org ID x
Show process number for all Org IDs x
Call up M44 distribution list (tab visible) x
Show M44 distribution list for all Org IDs x
108
x x
View attachments to text components for
DISS-Handbook x 12 Apendix
own Org ID
own Org ID
Show process number for own Org ID x Roles
Edit process number for own Org ID
Standard Level X x
Technical Incident Filter Field Query
Functiondesignation M44
Show process number for all Org IDs role standard role x
admin. coordinator control monitor Escalation
ID productive
Call up M44 distribution list (tab visible) 255 102 103 104 75
x 105 34 65
ID QA system 255 102 1602 1601 1603 105 34 65
Start application from portal x x x x x x x x
Edit M44 distribution list for own Org ID x
Call up query list "Inbox" x x x x x x x x
Call up SRA distribution list (tab visible)
Call up query list "Pending" x x x x
x x x x x
Show SRA distribution list for all Org IDs
Call up query list "Queries sent" x x x x
x x x x x
Edit SRA distribution list for own Org ID x
Start search x
Call up escalation distribution list x
Call up order list
(call up tab) x
Start
Showportal
escalation distribution list for all x x x x x x x x
Org IDs
Call up system and user information x x x x x x x x
Edit distribution list for own Org ID x
Call up query in read mode x x x x x x x x
Call up evaluation (tab visible) x
Call up query in edit mode x
Show evaluation for own Org ID x
SRA queries visible x
Edit evaluation for own Org ID x
Convert standard queries to SRA queries x
Call up filter administration (tab visible)
Export SRA query x
Show filters for own Org ID
Complete SRA query (delete) x
Show filters for all Org IDs x
Activate M44 function x
Edit filters for own user x
Addressee when "Sending to" ET Logistics x
Edit VK-4
and filters for own Org ID x
Show "Copy order data" icon in summary
Copy filters x x x x x x x x
Perform query escalation
Call up query escalation distribution list x x
(call up tab)
Show query escalation distribution list
escalation x x
Show escalationlist
Edit distribution details of importer
for own Org ID x x
escalation
Level X view
Call up DISS workshop findings
Administration (tab visible)
(tab visible) x x
Call upfor
Filters field
ownmonitoring
user (tab visible) x
Show
Filters FB
for filters
all Orgfor own Org ID
IDs x
Show FB filters from all Org IDs and users x
Copy FB filters x
Edit FB filters for own user x
Edit FB filters for other users from own x
Org ID
Activate dealer information x
Call up information texts (tab visible) x x
Show information texts for own Org ID x x
Show information texts for all Org IDs x
Edit information texts for own Org ID x
Call up text components (tab visible) x x
Show text components for own Org ID x x
View attachments to text components for x
own Org ID
own Org ID
Show process number for own Org ID x
Edit process number for own Org ID x
Show process number for all Org IDs x
Call up M44 distribution list (tab visible) x
109
12.2 Filter criteria – filters for query lists
All available filter criteria are explained in the following tables.

They are grouped in accordance with the selection criteria in the filter editor.
The table contains the following details for each criterion:
Criterion Name of the filter criterion in the filter editor
Meaning Meaning of the data on which the criterion is based
Values For criteria requiring a value: permitted range of values and format
Examples Examples of valid filters
Wildcards Information on whether the use of wildcards is allowed and useful

allowed/useful
Notes Special comments on the criterion
Level X view
110
Query
Wildecards allo-
Criterion Significance Values Examples Comments
wed/useful
A query has
been assessed YES / Not
Justified NO
by the Level X NO required
editor
Level to which
the query was 1-4 Level is Part-
Level last sent VK ner
IS / IS NOT ET (ET Logistics) Level is 1 NO
Level to which Partners Level is 2
the query was Level is 3
last not sent
A technical repair
Technical
query exists for
repair query
the complaint
A safety-relevant
Safety-relevant
query exists for Only one
enquiry
the complaint query type
An obligation to may exist for
Query type Obligation to an individual
report in ac- Not required NO
IS / IS NOT report in ac- complaint ->
cordance with
cordance with only OR ope-
TSH / field moni-
TSH / rators make
toring exists for
field monitoring sense
the complaint
A paint complaint
with calculation Paint complaint
Level X view
exists for the with calculation
complaint
Obligation to
The „/“ cha-
TSH process report process
Obligation to re- racter must be
number used by max. 12 No. EQUALS
port process No. preceded by at
the dealer for characters 2014578/12 YES
EQUALS / least 3 digits
query type „Ob- 1-99999999/1- Obligation to only after the
DOES NOT and must be
ligation to report 9999 report process character „/“
EQUAL followed by at
in accordance No. DOES
least 1 digit or
with TSH“ NOT EQUAL
the * character
2014578/12
UsrID of last UsrID refers to YES
UsrID of
editor the user name in either * or ? Case-sensi-
last editor
EQUALS or DOES the Dealer Portal Any character se- ??IM0990.189 tive.
ZZIM0990.189
NOT EQUAL (user ID) quence consisting ZZ*0990.1?? Any combina-
OrgID of last OrgID refers to of at least 2 and YES tion of wild-
editor the name of the max. 32 charac- OrgID of either cards may be
EQUALS or DOES user‘s organisa- ters last editor * or ? used
NOT EQUAL tion in the Dealer ZZIM0990 ??IM0990
Portal (Org. ID) ??IM*
111
Query
Wildecards allo-
Criterion Significance Values Examples Comments
wed/useful
Case-
Queries may be sensitive.
Keyword given an addi- Assignment
Any character
EQUALS / tional keyword Not required NO of keywords
sequence
DOES NOT EQUAL by the Level X may be used
editor to expand the
level
Level X may
YES /
Feedback assign this value Not required NO
NO
within queries
Level X has
Any character
Field monitoring opened a query Case-sensi-
sequence con-
filter ID to the dealer by DEU-2008-12- tive. Wild-
sisting of at least YES
EQUALS / means of the 12-1 cards may be
4 and max. 23
DOES NOT EQUAL field monitoring entered
characters
function
Query Anfragen die TSC /
Not required NO
escalation eskaliert wurden Importeur
Level X view
112
Complaint
Wildecards
Kriterium Bedeutung Werte Beispiele Bemerkung
erlaubt/sinnvoll
Queries may be
given an addi-
M44 assembly YES/
tional keyword Not required NO
replacement NO
by the Level X
editor
Level X may
Vehicle YES/
assign this value Not required NO
delivery NO
within queries
This value is No workshop vi-
Workshop visit registered in the sit / In own work-
IS / complaint regis- shop / In another Not required NO
IS NOT tration step for workshop / Not
the complaint registered
Workshop code Provisional
EQUALS / workshop code The desired
DOES NOT EQUAL for query code is created
Coding of the by starting the Not required NO
Customer code appropriate co-
complaint from
EQUALS / ding assistant
the customer's
DOES NOT EQUAL
perspective
These values are Once
registered in the From time to
Frequency
complaint regis- time Not required NO
IS / IS NOT
tration step for Always
Level X view
the complaint Not specified
Technical repair
Genuine YES/
query for a Ge- Not required NO
Accessories NO
nuine Accessory
113
Vehicle
Wildecards
Criterion Meaning Values Examples allowed/use- Comments
ful
Volkswagen
Audi
Commercial
Brand All brands re-
Vehicles
IS / Vehicle brand leased for your NO
Seat
IS NOT Org ID in KVPS.
Skoda
Lamborghini
Bentley
Vehicle Breakdown Can be driven
IS / definition for Cannot be driven Not required NO
IS NOT complaint Not registered
Delivery date Date value
Required format
IS LESS THAN stored in CAR-
as shown in the 2008-01-01 NO
IS GREATER THAN PORT for the
example
IS SAME AS vehicle
Model Year
Required format
IS LESS THAN Vehicle model
as shown in the 2009 NO
IS GREATER THAN year
example
IS SAME AS
Beliebige ATD
Engine code Motorkennbuch-
Zeichenkette AT?
EQUALS / staben des Fahr- YES
mit mind. 2 und CAWB
DOES NOT EQUAL zeugs (MKB)
max. 4 Zeichen CA%
Level X view
Wildcard ist
Any charac-
mehrfach und
Gearbox code ter sequence EUH
Vehicle‘s gear- an beliebigen
EQUALS / consisting of at JV? YES
box code (GKB) Stellen möglich.
DOES NOT EQUAL least 2 and max.
Großschrei-
3 characters
bung ist zu
Any charac- beachten.
Sales type, 5N12V3
ter sequence
6 characters Vehicle sales 5N?2V?
consisting of at YES
EQUALS / type 5N12V*
least 1 and max.
DOES NOT EQUAL 5N%
6 characters
Sequence of
Vehicle class upper-case
EQUALS / Vehicle class letters and digits, 12
DOES NOT EQUAL exactly 2 charac-
ters long Die Werte
kommen in
Body NO
DISS nicht zur
EQUALS / Body 2
Anzeige
DOES NOT EQUAL One upper-case
Equipment code letter or digit
EQUALS / Equipment code 1
DOES NOT EQUAL
114
Fahrzeug
Wildecards
Kriterium Bedeutung Werte Beispiele erlaubt/sinn- Bemerkung
voll
Several wild-
cards may
Sequence of WVWZZZ1K-
Vehicle identifi- be used and
upper-case Z8W123456
cation number Vehicle identifi- may be placed
letters and digits, YES
EQUALS / cation number anywhere in
max. 17 charac- VWZZZ?KZ8W1*
DOES NOT EQUAL the code. Use
ters long WVW*
upper-case
letters only.
Several wild-
cards may
be used and
TOURAN 2.0
Any character may be placed
Sales type, HIGHL 103
Description of sequence con- anywhere in the
description TDIAG6/ YES
vehicle based on sisting of at least code. Upper
EQUALS / *TDI*/*AG6*/
sales type 1 and max. 23 case letters
DOES NOT EQUAL *2.0*
characters must be used
and spaces
must be ente-
red correctly.
If a note exists
indicating that Link in the
a restriction YES / Functions
Warranty code Not required NO
applies to the NO section within a
vehicle's war- query
Level X view
ranty
A list of defined
PR numbers is
PR numbers PR numbers can
stored in DISS.
PR number stored in CAR- be called up and
NO It is only possi-
EQUALS PORT for the copied using an
ble to filter que-
vehicle assistant
ries by these
PR numbers.
Warranty
Filtering accor- Any character
information A50
ding to warranty sequence with 3 NO
EQUALS / A18
information characters
DOES NOT EQUAL
115
Dealer
Wildecards
Criterion Meaning Values Examples Comments
allowed/useful
This value is
assigned to a Identifier for
dealership in dealerships
KVPS The value YES / that perform
Analysis centre Not required NO
„J“ is displayed NO a special
in the query lists function in
and the detailed the market
view of a query
Several
wildcards
may be used
Organisation Sequence of up-
Dealer OrgID DE999800 and may be
code for the per-case letters
EQUALS / or YES placed any-
dealership in the and digits, min. 2
DOES NOT EQUAL DE% where in the
dealer portal characters
code. Use
upper-case
letters only.
Contract status of WV/
dealer Dealer service WS/
Not required NO
EQUALS / status HS/
DOES NOT EQUAL NW
Sequence of
Distribution
upper-case
Centre / Code of distri-
letters and digits,
importer number bution centre or 200 or 2% Wildcard
min. 1 and max.
Level X view
EQUALS / importer ist mehr-
3 characters
DOES NOT EQUAL fach und an
long
beliebigen
Region
Region YES Stellen
EQUALS / 187
möglich.
DOES NOT EQUAL Sequence of up- Großschrei-
per-case letters bung ist zu
District and digits, min. 1 beachten.
EQUALS / District characters 258
DOES NOT EQUAL
116

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DISS

2 DISS in the Service Core Process (SCP) 2

3 Advantages for the dealership 4

4 Advantages for the TSC/importer 4

5 In what cases is the use of DISS obligatory? 5

6 Working with DISS – standard procedure 6

6.2 „Complaint registration“ tab 9

6.3 „Workshop findings“ tab 14

6.4 „Summary“ tab 18

6.5 Additional information – repeat repair 19

7.1 Starting the coding assistant in „Complaint registration“ 20

7.3 Starting the coding assistant in „Workshop findings“ 29

7.4 Search functions in DISS workshop coding 31

7.5 Warning of incomplete customer code or workshop code 35

7.6 Feedback message 36

8 Query types in DISS 37

8.1 Paint complaint with approval calculation 37

8.2 Obligation to report in accordance with TSH 41

8.3 Safety-relevant query 45

8.4 Technical repair query 50

9. Additional information – DISS Monitor for dealerships 53

9.1 Launching DISS Monitor 53

9.2 „Inbox“ tab 55

9.3 „Pending“ tab 58

9.4 „Queries sent“ tab 58

9.5 „Detailed view BA“ tab 60

9.6 „Search“ tab 62

9.7 „Order list“ tab 63

9.8 „Administration“ tab 65

9.9 Field monitoring 66

10. Field monitoring 67

10.1 Field monitoring – without message to the dealership 67

10.2 Field monitoring – with message to the dealership 68

11. Wholesale information – DISS Monitor for Level X 73

11.2 „Pending“ tab 78

11.3 „Queries sent“ tab 79

11.4 „Search“ tab 79

11.5 „Order list“ tab 80

11.6 „Administration“ tab 81

12.1 Roles and rights concept 107

1 Introduction to DISS – situation and needs

2 DISS in the Service Core Process (SCP)

Service Core Processes affected by DISS:

3. Vehicle reception / producing the job order

4. Repair, provision of service

Service Core Processes not affected by DISS:

6. Return of vehicle / invoice

SCP Agree Prepare Vehicle reception / Repair /

DISS message Repair information

3 Advantages for the dealership

• DISS allows direct access to TSH articles at all times

• DISS offers all available support for an effective first-time repair

4 Advantages for the TSC/ importer

5 In what cases is the use of DISS obligatory?

Dealerships must register complaints in DISS in the following cases:

DISS should not be used in the case of:

• Routine servicing orders, since these are not supported by DISS

6 Working with DISS – standard procedure

6.1.2 Contact data under „My profile“

6.1.3 Starting DISS via ElsaPro

• The symbol in the top right icon bar

6.2 „Complaint registration“ tab

The order number and change date are mandatory fields.

This warning symbol will appear as soon as a repeat repair is recognised