Procedures

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Edit a Problem Code

Problem Codes are a list of codes and descriptions used to identify Service Call types. They appear in the Problem drop-down list on the Call form

To make changes to Problem Codes, complete the following steps:

1. Go to Maintenance > Problem Codes.  The Problem Codes grid will open
2. Click the EDIT icon
3. Add, edit, activate / inactivate, or delete a value in the Problem Codes grid.  The available options vary depending on the Problem Code itself

• • Add a new value by clicking the ADD icon.  A new editable row appears in the grid
  • Edit an existing value by double clicking in grid column for the value and editing
  • Activate or inactivate a value by checking or unchecking the Active check box for the row
  • Delete a row by selecting the row and then clicking the DELETE icon

1. You may edit the Problem Code Title or Description fields, if needed, by double-clicking in those fields and entering a new Title or Description
2. P/Q and D/Q column checkboxes indicate whether or not you would like the code to show up in the Priority Queue or the Down Time Queue respectively.  Checked codes will appear, unchecked will not
3. The Sequence column may be edited to define where in the drop-down list each Problem Code will display.  Edits to Sequence may be made by double-clicking in the appropriate box in the Sequence column and typing in a new value
4. Click the SAVE icon

Additional information:

• • Problem Codes can only be deleted if they are not in use on a Call or Knowledge Base article.  This validation will be performed when a User attempts to delete a Problem Code.  If this validation fails, User will receive an error message stating that this Problem Code is in use and cannot be deleted
  • In order for Users to see any changes made to Problem Codes, they must log out and log back in to Q360
  • To edit the corresponding Service Call Attribute, Service Solution Code, Code Type SOLUTION, you must make the changes in Maintenance > General Codes