Service Cases - Siemens SINUMERIK Series Function Manual

Eps network services
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03/2012

4.2 Service cases

Function description
Service cases are automatically generated from fault help requests.
If the personnel at the machine or in the production line require support, a help re-
quest can be submitted via the control of a machine with ePS Network Services, or
an ePS Network Services Internet PC.
Where service cases are concerned, all of the fault help requests submitted for an
entire organization are displayed.
Fault help requests can also be submitted to an ePS Network Services Internet PC
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 mis-
taken 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 ePS Network Services
Internet PC, it is not possible to execute any actions that will affect access to cur-
rent 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 addi-
tional 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.
© Siemens AG 2012 All Rights Reserved
ePS Network Services, Function Manual (FH) - 03/2012
4 Organizational tasks
4.2 Service cases
4-227

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