|
Field Label
|
Field Name
|
Data Type
|
Description
|
|---|---|---|---|
|
Custom Relationship Fields
|
|||
|
Booking Window
|
SVMXC__Booking_Window__c
|
Lookup(Booking Window)
|
|
|
BW Selected By
|
SVMXC__BW_Selected_By__c
|
Lookup(User)
|
|
|
BW Territory
|
SVMXC__BW_Territory__c
|
Lookup(Territory)
|
|
|
Change Order
|
SVMXC__SM_Change_Order__c
|
Lookup(Change Order)
|
This field is used to associate the Case with Change Order.
|
|
Component Name
|
SVMXC__Product__c
|
Lookup(Product)
|
The name of the product for which customer is seeking support. Reference to Product2 object.
|
|
Component SN
|
SVMXC__Component__c
|
Lookup(Installed Product)
|
The serial number of the component for which the customer is seeking support. It is a lookup to an existing installed product record in ServiceMax.
|
|
Preventive Maintenance Plan
|
SVMXC__PM_Plan__c
|
Lookup(Preventive Maintenance Plan)
|
|
|
Product/System
|
SVMXC__Top_Level__c
|
Lookup(Installed Product)
|
The serial number of the top-level installed product to which the component belongs. It is a lookup to an existing installed product record in ServiceMax.
|
|
Proforma Invoice
|
SVMXC__Proforma_Invoice__c
|
Lookup(Proforma Invoice)
|
|
|
Service/Maintenance Contract
|
SVMXC__Service_Contract__c
|
Lookup(Service/Maintenance Contract)
|
The name of the service contract. It is a lookup to an existing service contract in ServiceMax.
|
|
Site
|
SVMXC__Site__c
|
Lookup(Location)
|
The customer location where the contact is reporting the problem or the location of the installed product.
|
|
SLA Terms
|
SVMXC__SLA_Terms__c
|
Lookup(SLA Terms)
|
The service level the customer is entitled to by this contract. It is a lookup to an existing service level record.
|
|
Warranty
|
SVMXC__Warranty__c
|
Lookup(Product Warranty)
|
Product Warranty.
|
|
Standard Fields
|
|||
|
Case Number
|
CaseNumber
|
Auto Number
|
The auto-generated record number.
|
|
Custom Fields
|
|||
|
Actual Initial Response
|
SVMXC__Actual_Initial_Response__c
|
Date/Time
|
Date/time on which customer was initial responsed as per commitment in SLA.
|
|
Actual Onsite Response
|
SVMXC__Actual_Onsite_Response__c
|
Date/Time
|
Date/time on which customer was onsite responsed as per commitment in SLA.
|
|
Actual Resolution
|
SVMXC__Actual_Resolution__c
|
Date/Time
|
Date/time on which customer was resolved as per commitment in SLA.
|
|
Actual Restoration
|
SVMXC__Actual_Restoration__c
|
Date/Time
|
Date/time on which customer was restored as per commitment in SLA.
|
|
Auto Entitlement Status
|
SVMXC__Auto_Entitlement_Status__c
|
Picklist
|
|
|
Billing Type
|
SVMXC__Billing_Type__c
|
Picklist
|
Select Billing Type.
|
|
BW Date
|
SVMXC__BW_Date__c
|
Date
|
Booking Window Date.
|
|
BW Selected On
|
SVMXC__BW_Selected_On__c
|
Date/Time
|
|
|
BW Slots Before
|
SVMXC__BW_Slots_Before__c
|
Number(18, 0)
|
|
|
BW Time Zone
|
SVMXC__BW_Time_Zone__c
|
Text(255)
|
|
|
Clock Paused Forever
|
SVMXC__Clock_Paused_Forever__c
|
Checkbox
|
|
|
Component SN City
|
SVMXC__Component_City__c
|
Formula (Text)
|
“City” part of the physical location address of Component SN.
|
|
Component SN Country
|
SVMXC__Component_Country__c
|
Formula (Text)
|
“Country” part of the physical location address of Component SN.
|
|
Component SN State
|
SVMXC__Component_State__c
|
Formula (Text)
|
“State/Province” part of the physical location address of Component SN.
|
|
Component SN Street
|
SVMXC__Component_Street__c
|
Formula (Text)
|
“Street” part of the physical location address of Component SN.
|
|
Component SN Zip
|
SVMXC__Component_Zip__c
|
Formula (Text)
|
“Zip/Postal Code” part of the physical location address of Component SN.
|
|
Entitlement Notes
|
SVMXC__Entitlement_Notes__c
|
Long Text Area(32000)
|
Additional information entered in Case during customer entitlement.
|
|
Entitlement Type
|
SVMXC__Entitlement_Type__c
|
Picklist
|
This is for internal use, and this is set to 'Auto' by Auto-Entitlement or set to 'Interactive' in interactive entitlement.
|
|
Initial Response Customer By
|
SVMXC__Initial_Response_Customer_By__c
|
Date/Time
|
|
|
Initial Response Internal By
|
SVMXC__Initial_Response_Internal_By__c
|
Date/Time
|
Date/time by which customer should be initial responsed as per internal commitment in SLA.
|
|
Is Entitlement Performed
|
SVMXC__Is_Entitlement_Performed__c
|
Checkbox
|
|
|
Is FCO Case
|
SVMXC__SM_Is_FCO_Case__c
|
Checkbox
|
This field is used to indicate whether the Case is created from the Change Order process.
|
|
Is Invoice Created
|
SVMXC__Is_Invoice_Created__c
|
Checkbox
|
|
|
Is PM Case
|
SVMXC__Is_PM_Case__c
|
Checkbox
|
|
|
Is Service Covered
|
SVMXC__Is_Service_Covered__c
|
Checkbox
|
|
|
Onsite Response Customer By
|
SVMXC__Onsite_Response_Customer_By__c
|
Date/Time
|
|
|
Onsite Response Internal By
|
SVMXC__Onsite_Response_Internal_By__c
|
Date/Time
|
Date/time by which customer should be onsite responsed as per internal commitment in SLA.
|
|
Perform Auto Entitlement
|
SVMXC__Perform_Auto_Entitlement__c
|
Checkbox
|
|
|
Preferred End Time
|
SVMXC__Preferred_End_Time__c
|
Date/Time
|
End time for the case to be scheduled. Calculated automatically based on booking window selection.
|
|
Preferred Start Time
|
SVMXC__Preferred_Start_Time__c
|
Date/Time
|
Start time for the case to be scheduled. Calculated automatically based on booking window selection.
|
|
Proforma Invoice Amount
|
SVMXC__Proforma_Invoice_Amount__c
|
Currency(15, 3)
|
|
|
Recalculate SLA
|
SVMXC__Is_SLA_Calculated__c
|
Checkbox
|
|
|
Resolution Customer By
|
SVMXC__Resolution_Customer_By__c
|
Date/Time
|
|
|
Resolution Internal By
|
SVMXC__Resolution_Internal_By__c
|
Date/Time
|
Date/time by which customer should be resolved as per internal commitment in SLA.
|
|
Restoration Customer By
|
SVMXC__Restoration_Customer_By__c
|
Date/Time
|
|
|
Restoration Internal By
|
SVMXC__Restoration_Internal_By__c
|
Date/Time
|
Date/time by which customer should be restored as per internal commitment in SLA.
|
|
Scheduled Date
|
SVMXC__Scheduled_Date__c
|
Date
|
|
|
SContract Business Hour
|
SVMXC__SContract_Business_Hour__c
|
Formula (Text)
|
|
|
SLA Clock Extension Minutes
|
SVMXC__SLA_Clock_Extension_Minutes__c
|
Number(18, 0)
|
|
|
SLA Clock Pause Days
|
SVMXC__SLA_Clock_Pause_Days__c
|
Number(18, 0)
|
|
|
SLA Clock Pause Hours
|
SVMXC__SLA_Clock_Pause_Hours__c
|
Number(18, 0)
|
|
|
SLA Clock Pause Minutes
|
SVMXC__SLA_Clock_Pause_Minutes__c
|
Number(18, 0)
|
|
|
SLA Clock Pause Reason
|
SVMXC__SLA_Clock_Pause_Reason__c
|
Picklist
|
|
|
SLA Clock Pause Restart Time
|
SVMXC__SLA_Clock_Pause_Restart_Time__c
|
Date/Time
|
|
|
SLA Clock Pause Time
|
SVMXC__SLA_Clock_Pause_Time__c
|
Date/Time
|
|
|
SLA Clock Paused
|
SVMXC__SLA_Clock_Paused__c
|
Checkbox
|
|
|
Time to Initial Response (in Minutes)
|
SVMXC__Time_to_Initial_Response__c
|
Number(16, 2)
|
Time taken to initial response as per commitment in SLA.
|
|
Time to Onsite Response (in Minutes)
|
SVMXC__Time_to_Onsite_Response__c
|
Number(16, 2)
|
Time taken to onsite response as per commitment in SLA.
|
|
Time to Resolve (in Minutes)
|
SVMXC__Time_to_Resolve__c
|
Number(16, 2)
|
Time taken to resolve as per commitment in SLA.
|
|
Time to Restore (in Minutes)
|
SVMXC__Time_to_Restore__c
|
Number(16, 2)
|
Time taken to restore as per commitment in SLA.
|