Customer Complaint Data Fields (Collection)

Customer Complaint data can be edited on either the Customer Complaint Grid Window of the Incidents Grid or the Customer Complaint Property Sheet.

To view and edit all customer complaint data, use the Property Sheet.

The following describes all the data which can be used to define a customer complaint.

Common Data Fields

Fields that are common to the majority of objects can be found in the Common Fields topic.

Customer Complaint Data

Database Table Name: cams_incident_complaint

Show Columns

Database Names

Size, Type and Units

Defaults and Error Limits

Field Name

Help Text

Database Field

Data Type

Size

Units

Precision

Default

Error Lower Limit

Error Upper Limit

Warning Lower Limit

Warning Upper Limit

Incident ID

Unique identifier for the incident.

id

Text

40

 

0

 

 

 

 

 

Location

Address or description of site at which the incident occurred.

location

Text

100

 

0

 

 

 

 

 

X coord

X coordinate of the incident.

x

Double

 

XY

2

 

 

 

 

 

Y coord

Y coordinate of the incident.

y

Double

 

XY

2

 

 

 

 

 

Node ID

ID of associated node.

node_id

Text

40

 

0

 

 

 

 

 

US node ID

Upstream node ID of associated pipe.

us_node_id

Text

40

 

0

 

 

 

 

 

DS node ID

Downstream node ID of associated pipe.

ds_node_id

Text

40

 

0

 

 

 

 

 

Link suffix

Link suffix of associated pipe.

link_suffix

Text

1

 

0

 

 

 

 

 
PLR / asset ID Pipe reference code. plr Text 40   0          
Connection pipe ID ID of associated connection pipe. connection_pipe_id Text 40   0          

Property ID

ID of the property associated to the incident.

property_id

Text

40

 

0

 

 

 

 

 
Team leader

Name or identifier of the team leader in charge of the task:

Database Value

Description
LEAD1 Team Leader 1
LEAD2 Team Leader 2

The options available in the dropdown list depend on the choices defined in the Standards and Choice Lists dialog.

 team_leader Text 40   0          
Contractor

Name of contractor responsible for carrying out task:

Database Value

Description
CONT1 Contractor 1
CONT2 Contractor 2

The options available in the dropdown list depend on the choices defined in the Standards and Choice Lists dialog.

 contractor Text 32   0          

Priority

Priority of incident with regards to resolution:

Database Value

Description

L

Low

M

Medium

H

High

The options available in the dropdown list depend on the choices defined in the Standards and Choice Lists dialog.

priority

Text

100

 

0

 

 

 

 

 
Approval level

Approval level assigned to the scheduled task.

This dropdown list is populated with the Approval Level data entered in the Resource Grid.

 approval_level Text 50   0          
Approval status

Task approval status:

Database Value

Description
Not required Not required
Pending Pending
Approved Approved
Hold Hold
Rejected Rejected

The options available in the dropdown list depend on the choices defined in the Standards and Choice Lists dialog.

 approval_status Text 50   0          
Work package

Work package the incident is part of.

 work_package Text 40              

Status

Status of incident with regards to resolution:

Database Value

Description

A

Active

V

Verified

R

Resolved

C

Closed

The options available in the dropdown list depend on the choices defined in the Standards and Choice Lists dialog.

status

Text

100

 

0

 

 

 

 

 
Task phase

Stage of multi-step task:

Database Value

Description
PHASE 1 Phase 1
PHASE 2 Phase 2

The options available in the dropdown list depend on the choices defined in the Standards and Choice Lists dialog.

 task_phase Text 40   0          

Date reported

Date incident was reported.

date_reported

Date / Time

 

 

0

 

 

 

 

 

Report taken by

Database Value

Description

C

Call centre

O

Other

The options available in the dropdown list depend on the choices defined in the Standards and Choice Lists dialog.

who_report_taken_by

Text

40

 

0

 

 

 

 

 
Date opened

Date/time when incident record was created.

Automatically populated when object is created on the GeoPlan.

 date_opened Date / Time     0          

Date inspected

Date incident was inspected.

date_inspected

Date / Time

 

 

0

 

 

 

 

 

Inspected by

Database Value

Description

C

Contractor

O

Other

The options available in the dropdown list depend on the choices defined in the Standards and Choice Lists dialog.

who_inspected_by

Text

40

 

0

 

 

 

 

 
Resolved A checked field indicates that the incident has been resolved. resolved Boolean     0          

Date resolved

Date incident was resolved.

date_resolved

Date / Time

 

 

0

 

 

 

 

 

Resolved by

Database Value

Description

C

Contractor

O

Other

The options available in the dropdown list depend on the choices defined in the Standards and Choice Lists dialog.

who_resolved_by

Text

40

 

0

 

 

 

 

 
Closed A checked field indicates that the incident has been closed. closed Boolean     0          
Date closed Date/time at which the incident was closed. date_closed Date / Time     0          

Cause

Description of cause of incident:

Database Value

Description

G

General

The options available in the dropdown list depend on the choices defined in the Standards and Choice Lists dialog.

cause

Text

100

 

0

 

 

 

 

 

Effect

Description of effect of incident:

Database Value

Description

G

General

effect

Text

100

 

0

 

 

 

 

 

Action

Description of action to be taken:

Database Value

Description

G

General

The options available in the dropdown list depend on the choices defined in the Standards and Choice Lists dialog.

action

Text

100

 

0

 

 

 

 

 
Approval history

Notes containing the result of the task approval, the names of the approving officers, a user and date stamp as well as any comments that may have been added at approval time, all in read-only mode.

 approval_history

Memo

     0          

Complaint

Details of complaint reported.

complaint

Text

200

 

0

 

 

 

 

 

Contact name

Contact details of person reporting complaint.

contact_name

Text

200

 

0

 

 

 

 

 

Contact address

Contact details of person reporting complaint.

contact_address

Text

200

 

0

 

 

 

 

 

Contact town

Contact details of person reporting complaint.

contact_town

Text

200

 

0

 

 

 

 

 

Contact district

Contact details of person reporting complaint.

contact_district

Text

200

 

0

 

 

 

 

 

Contact zip or postcode

Contact details of person reporting complaint.

contact_postalcode

Text

200

 

0

 

 

 

 

 

Contact phone

Contact details of person reporting complaint.

contact_phone

Text

200

 

0

 

 

 

 

 

Contact email address

Contact details of person reporting complaint.

contact_email

Text

200

 

0

 

 

 

 

 
Actual duration

Actual time taken to carry out the task.

May be calculated via the Resource Details editor.

 actual_duration Double     2          

Actual cost

Actual cost of resolving incident.

May be calculated via the Resource Details editor.

actual_cost

Double

 

WN_COST

2

 

 

 

 

 
Estimated duration

Estimate of time required to carry out the task.

May be calculated via the Resource Details editor.

 estimated_duration Double     2          

Estimated cost

Estimated cost of resolving incident.

May be calculated via the Resource Details editor.

estimated_cost

Double

 

WN_COST

2

 

 

 

 

 
Resource and Material details

The Resource Details editor is used to define :

  • Resources with breakdown by hours worked (normal, overtime and double time) showing an estimated and actual cost for carrying out maintenance work (repairs, surveys or incidents) on a selected asset.
  • Quantities and costs of materials required to carry out the related maintenance work, with breakdown by estimated and actual figures for each material.

The editor can also be used to perform resource management calculations.

Resource Details

Database Table Name: cams_resource_details for collection networks, wams_resource_details for distribution networks and ams_resource_details for asset networks

Show Columns

Database Names

Size, Type and Units

Defaults and Error Limits

Position in Data Structure

Field Name

Help Text

Database Field

Data Type

Size

Units

Precision

Default

Error Lower Limit

Error Upper Limit

Warning Lower Limit

Warning Upper Limit

1

Resource ID

Unique identifier for the resource.

Any resources already defined are included in the dropdown list.

resource_id

Text

40

  

0

  

0

    

 

2

Estimated hours

Estimated time in terms of normal hours required to carry out the task.

estimated_hours

Double

    

2

  

0

    

 

3

Estimated overtime hours

Estimated time in terms of overtime hours required to carry out the task.

estimated_overtime_hours

Double

    

2

  

0

    

 

4

Estimated double time hours

Estimated time in terms of double time hours required to carry out the task.

estimated_double_time_hours

Double

    

2

  

0

    

 

5

Estimated cost

The estimated cost of carrying out the task.

estimated_cost

Double

  

WN_COST

2

  

0

 

  

 

6

Actual hours

Actual time in terms of normal hours taken to carry out the task.

actual_hours

Double

    

2

  

0

 

  

 

7

Actual overtime hours

Actual time in terms of overtime hours taken to carry out the task.

actual_overtime_hours

Double

    

2

  

0

 

  

 

8

Actual double time hours

Actual time in terms of double time hours taken to carry out the task.

actual_double_time_hours

Double

    

2

  

0

 

  

 

9

Actual cost

The actual cost of carrying out the task.

actual_cost

Double

  

WN_COST

2

   0

 

    
10 Actual date Actual date on which the resource was used. actual_date Date/Time     3          

Material Details

Database Table Name: cams_material_details for collection networks, wams_material_details for distribution networks and ams_meterial_details for asset networks

Show Columns

Database Names

Size, Type and Units

Defaults and Error Limits

Position in Data Structure

Field Name

Help Text

Database Field

Data Type

Size

Units

Precision

Default

Error Lower Limit

Error Upper Limit

Warning Lower Limit

Warning Upper Limit

1

Material ID

Unique identifier for the material.

Any materials already defined are included in the dropdown list.

material_id

Text

40

   0

 

0

    

 

2

Estimated number

Estimated number of items of this material required to perform the task.

estimated_number

Integer

     0

 

0

    

 

3

Estimated cost

Estimated cost of the material required to carry out the task.

estimated_cost

Double

  

WN_COST

2

 

0

 

  

 

4

Actual number

Number of items of the material actually used to perform the task.

actual_number

Integer

     0

 

0

 

  

 

5

Actual cost

Actual cost of the material used to carry out the task.

actual_cost

Double

  

WN_COST

2

 

 0

 

    
6 Actual date Actual date on which the material was used. actual_date Date/Time     3          

The Totals section is a container for calculated costs and durations. The fields which comprise this section are described below. See the Resource Management Calculations topic for details on how to perform the calculations.

 resource_details Array     0          
Attachments

Click the button to display the Attachments Editor, used to attach and manage photos, sketches and other files associated with the network object.

See Attachments Editor and Common Data Fields for further details.

 attachments Array                
General properties fields See Common Data Fields for details of field in the General properties section of the property sheet.                    
User defined properties fields See Common Data Fields - User Fields for details of fields in the User defined properties section of the property sheet.                    
Network Data Fields

Further information about all the Network Object fields stored in the database can be found in the Network Data Fields section.

Incidents

Incidents Grid

Joining Selected Incidents with Network Objects