03/2013 4 Organizational tasks
4.2 Service cases
© Siemens AG 2006-2013 All Rights Reserved
SINUMERIK Integrate AMB, AMC, AMM, Function Manual (FH) - 03/2013
4-223
4.2 Service cases
Function description
Service cases are automatically generated from fault help requests.
If the personnel on the machine or in the production line require support, a help
request can be submitted via the control of a machine with SINUMERIK Integrate,
or an internet PC.
Where service cases are concerned, all of the fault help requests submitted for an
entire organization are displayed.
From an internet PC, you can also submit fault help requests for single machines,
with the machine information entered under fault services. It should be noted that
fault services for the machine information should not be mistaken for fault services
for setting up functions, as the control monitors are located in this menu.
Fault help requests entered can be linked via control monitors. All possible actions
for control monitors, such as notifications, uploading data, etc., are available within
this context. (Exception: With a fault help request from an internet PC, you can not
take any actions that concern the access to current data from the control.)
Fault help requests are only advisable in conjunction with a specific notification,
since, although the user seeking help is waiting for a quick response, monitoring
personnel are seldom available exclusively for incoming service case notifications.
During servicing, the technician can see the description of the problem entered by
the personnel and can document the procedures being carried out by making
additional entries throughout the entire process. For support purposes, the service
technician can see the fault help request files uploaded with a control monitor from
the machine.
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