Entering a Support Issue Service Call in eNextgen™

This procedure allows to enter a service call in eNextgen. Colored and asterisk * fields are required. Gray (reference) fields will populate with default values. Click the binoculars to find item/serial numbers and problem codes. Partially filling in fields will limit searches.

Log into eNextgen using your assigned user name and password supplied by LMS. Place your mouse over the Service button and select the first option 'Enter Service Call'. The main Service Call entry screen will display.

Once you have entered the Service Call entry screen, click on the binoculars next to the Serial Number field to find the appropriate serial. This is a required field. You can enter up to 10 alphanumeric characters. You can enter partial values to limit your search.

Serial Number: This is a number used in the identification of a machine or item in the Serial file. A copy machine or accessory is commonly serialized.

This will bring up list of serialized items for you to choose from.
Select a Serial number by clicking on the gray square in the Select column.

Notice the message in this panel: Not seeing enough? Remember that entering values into the item and/or serial fields before clicking the binoculars limits the search to items/serials that start with that value. You may close this window, clear the item and serial fields, and click the binoculars again.

Once you have your serial number selected, the Item Number, Machine Number, and Description fields will populate from the Serial table in Nextgen.

Item Number: This is a 25 alphanumeric character field used to identify an item, such as a machine, accessory, part, or labor. Items may or may or not be tangible, or physically stocked in a warehouse.

Machine Number (id): This is a special internal number used for identification purposes of a machine. The last four characters of the serial number or a user-defined number, such as the fixed asset number, may be used for a machine number (id).

Description: This is a user-defined 40 alphanumeric character field used to identify a particular item. Item description typically are printed on invoices and orders.

Click on the binoculars next to the Problem Code field to find the appropriate problem code. This is a required field.

Problem Code: This is a 10 alphanumeric field used to identify a specific problem to inform a representative of service that must be done or has been done for a particular item/ machine on a service call.

This will bring up list of problem codes for you to choose from.
Select a Problem Code by clicking on the gray square in the Select column.
This will populate the Problem Code field.

Notice the message in this panel: Not seeing enough? Remember that entering values into the problem code field before clicking the binoculars limits the search to problem codes that start with that value. You may close this window, clear the problem code field, and click the binoculars again.

Enter any relevant comment about your service call in the Comment on Problem field. You can enter up to 40 alphanumeric characters. This is required.

Comment: This is a 40 alphanumeric user-defined field that allows you to enter any relevant comments about a specific record.

PO Number, Project Number, and Details fields are optional. Enter information in these fields if necessary.
NOTE: Adding Details is highly recommended.

PO Number: This is a system generated number that is created for a purchase order each time a PO is added to the system. This is printed on purchase orders sent to a vendor.

Project Number (id): This is a 10 alphanumeric character field used to identify certain elements of a project, such as working on a PC, copier, or performing a software/ network installation.

Details: This is a user-defined field that allows you to enter any extended messages relevant to the specified problem.

If you would like to include an attachment, such as a zip file or document of some sort to illustrate the exact problem, click on the Browse button and find the appropriate file to attach from your system.

Locate the appropriate file on your system and click Open.

Click Submit to process the service call, or click Reset if you want to clear all fields and start over.

If you would like to see Service History for the current machine/item, click on this button:

If you would like to see Contract History for the current machine/item, click on this button: