Exception Setup

Please select the object link below for more information on how to configure the object

Object

Shared with other SmartSolve© Applications

Required for SmartCAPATM

Exception Type

Yes

Yes

Numbering Schemes

Yes

Yes

Priority

Yes

Yes

Activity Types

Yes

No

Activity Signatures

Yes

No

Reference Types

Yes

No

Exception Resolution

No

Yes

Exception Policies

Yes

No

Exception Auto Rules

Yes

No

ESA Integration

No

No

 

 

Exception Type

Please see Exception Type under System Wide Setup.

 

 

Numbering Scheme

Please see Numbering Scheme under System Wide Setup.

 

 

Priority

Please see Priority under System Wide Setup.

 

 

Activity Types

Please see Activity Types under System Wide Setup.

 

 

Activity Signatures

Please see Activity Signatures under Application Options Utility.

 

 

Reference Types

Please see Reference Types under System Wide Setup.

 

 

Exception Resolution

Please see Exception Resolution under System Wide Setup.

 

 

Exception Policies

Who will your exception owners be? In SmartCAPATM an Exception Policy defines ownership of your exceptions. When you create your policies for exceptions, any fields in the exception can in fact drive your policy. If needed, you may define different exceptions owners for different areas, processes, or products which have been recorded in the exception.

NOTE: if the user who is recording the exception will become the owner, then there is no need to create this policy.

Some Common fields which may drive ownership may include, but are not limited to:

·         Client (Customer)

·         Product

·         Org Unit (Source of Failure)

·         Category, Severity, or Priority (of Failure)

 

User Rights

The following rights must be assigned to a user to manage or view Exception Policies:

Rights

Description

XPL_MANAGE

Allows administrator to Add new Exception Policy, modify existing Policy, or delete Policies.

 

XPL_VIEW

Allows user to access Exception Policy to View.

 

 

Please see Rights Group to assign Rights Groups to users.

 
Global vs. Local

Exception Type inheritance is used by policies/procedures when applying the policies and rules established for each exception. When the exception is recorded, the application reviews the policies and rules defined for that type.

When a general, product, process or customer exception is recorded, the application reviews the policy and rule defined for that type. If a policy or rule does not exist for that type, the application then reviews the policy and rules of the general exceptions.

Product, process and customer exceptions are all based on the General Exception type. These exceptions inherit all the properties of the general exception, and also contain their own unique properties. Additionally, the customer exception type inherits all the properties of the product exception type.

 

Writing the Policy

To write an Exception Policy, you must be familiar with writing a test condition in SQL using the un-translated field names of any of the exception template entries driving the policy. These SQL statements are not checked; therefore, human intervention is required.

The following are lists of translated and untranslated fields for exceptions:

 

General Exception

Translated Field

Untranslated Field

Category

QXP_CATEGORY

Org Unit

QXP_ORU_CODE

Short Description

QXP_SHORT_DESC

Description

QXP_DESCRIPTION

Severity

QXP_SEVERITY

Priority

QXP_PRIORITY

Cost

QXP_COST

External Reference

QXP_REFERENCE

Reporter

QXP_REPORTER_CODE

Report Date

QXP_REPORT_DATE

Occurrence Date

QXP_OCCURENCE_DATE

Add Another

Add Another

 

Process Exception

Translated Field

Untranslated Field

Operation

PXP_OPR_CODE

Org Unit

QXP_ORU_CODE

Discovery/Plant Area

PXP_PLA_CODE

Part Number

PXP_PRODUCT_CODE

Lot Number

PXP_LOT_NUMBER

Change Level

PXP_REVISION

Qty Affected

PXP_QTY_AFFECTED

Number of Defects

PXP_QTY_DEFECT

Short Description

QXP_SHORT_DESC

Description

QXP_DESCRIPTION

Category

QXP_CATEGORY

Cost

QXP_COST

Severity

QXP_SEVERITY

Priority

QXP_PRIORITY

Cause

QXP_ROOT_CAUSE

Occurrence Date

QXP_OCCURRENCE_DATE

Reporter

QXP_REPORTER_CODE

 

Product Exception

Translated Field

Untranslated Field

Exception Type

QXP_EXCEPTION_TYPE

Part Number

PXP_PRODUCT_CODE

Change Level

PXP_REVISION

Org Unit

QXP_ORU_CODE

Unit Cost

PXP_UNIT_COST

Operation

PXP_OPR_CODE

Print Zone

PXP_PRINT_ZONE

Discovery/Plant Area

PXP_PLA_CODE

Lots for Primary Part

ADDITIONALLOTS

Lot Number

EPL_LOT_NUMBER

Lot Reference

EPL_LOT_REFERENCE

Qty Affected

EPL_LOT_QTY

Def Qty for Short Desc

EPL_DEFECTIVE_QTY

No. of Defs for Short Desc

EPL_NO_OF_DEFECTS

Category

QXP_CATEGORY

Short Description

QXP_SHORT_DESC

Description

QXP_DESCRIPTION

Severity

QXP_SEVERITY

Priority

QXP_PRIORITY

Cause

QXP_ROOT_CAUSE

Cost

QXP_COST

Cause Category

PXP_FCC_CODE

Reporting Site

PXP_REPORTING_SITE_COC

Occurrence Date

QXP_OCCURENCT_DATE

Reporter

QXP_REPORTER_CODE

Report Date

QXP_REPORT_DATE

Exception Reference

EXCEPTIONREFERENCE

 

Customer | Complaint Exception

Translated Field

Untranslated Field

Exception Type

QXP_EXCEPTION_TYPE

Client

QXP_CLIENT_CODE

Contact Code

CMC_CODE

Contact Name

CMC_NAME

Contact Type

CMC_TYPE

Title

CMC_TITLE

Street

CMC_STREET

Company

CMC_COMPANY

City

CMC_CITY

Phone

CMC_PHONE

State

CMC_STATE

Fax

CMC_FAX

Zipcode

XMX_ZIPCODE

E-mail

CMC_E_MAIL

Country

CMC_COUNTRY

Country of Origin

QXP_CNTRY-OF_ORIGIN

Occurrence Date

QXP_OCCURENCE_DATE

Originating Site

QXP_ORIGINATING_SITE

Incident Aware Date

QXP_AWARE-DATE

Reporter

QXP_REPORTER_CODE

Report Date

QXP_REPORT-DATE

Brand Name

QXP_BRAND_NAME

Catalog Number

QXP_CATALOG_NUMBER

Org Unit

QXP_ORU_CODE

Product Type

PXP_PRODUCT_TYPE

Part Number

PXP_PRODUCT-CODE

Unit Cost

PXP_UNIT_COST

Lot Number

EPL_LOT_NUMBER

Lot Reference

EPL_LOT_REFERENCE

Qty Affected

EPL_LOT_QTY

Mfg. Date

EPL_MANUFACTURING_DATE

Exp. Date

EXPL_EXPIRATION_DATE

Def. Qty for Short Desc

EPL_DEFECTIVE-QTY

No. of Defs for Short Desc

EPL_NO_OF_DEFECTS

Category

QXP_CATEGORY

Short Description

QXP_SHORT_DESC

Description

QXP_DESCRIPTION

 

Audit Exception

Translated Field

Untranslated Field

Exception Type

QXP_EXCEPTION_TYPE

Category

QXP_CATEGORY

Severity

QXP_XSV_CODE

Priority

QXP_XPR_CODE

Operation

PSP_OPR_CODE

Product

PXP_PRODUCT_CODE

Plant Area

PSP_PLA_CODE

Organization Unit

QXP_ORU_NAME

Short Description

QXP_SHORT_DESC

Description

QXP_DESCRIPTION

 

How to Create Exception Policies

1.     From the SmartSolve© tabs select Admin > Policy. Under Exception Policy select an Exception.

The Exception Policies display.

2.     Right click and select Add.

3.     Enter information in the following fields:

Field

Definition

Exception Type

Select the Type of Exception for which this Policy will apply to.

 

Test Sequence

Enter Sequence Number (system looks from lowest to highest to meet requirement).

 

Test Condition

Enter the Test Condition using the un-translated field name(s).

 

Test Description

Enter a Test Description to explain what the test condition means, in laymen’s terms.

 

Owner Role

Zoom to select the Owner Role.

 

Owner

Zoom to select an Owner.

 

Add Another

Click this box to add another exception policy.

 

4.     Click the Save button.

 

Managing Exception Policy Data

Exception policies can be edited, deleted and managed by an administrator.

 

How to Edit Exception Policies

1.     From the SmartSolve© tabs select Admin > Setup. Under Exception Policy select an Exception.

The object list displays.

2.     Click the  icon to switch to Local view (if applicable).

3.     Select the check box of the Policy to edit, then select Action > Edit from the main menu (or right click).

4.     Edit any information for your policy.

5.     Click the Save button.

All changes should now be reflected in the list.

 

How to Delete Exception Policies

1.     From the SmartSolve© tabs select Admin > Setup. Under Exception Policy select an Exception.

The object list displays.

2.     Click the  icon to switch to Local view (if applicable).

3.     Select the check box of the Policy to delete, then select Action > Delete from the main menu (or right click).

4.     Click the Save button.

The object has now been removed from the system.

 

 

Exception Auto Rules

How will your quality exceptions be resolved? In SmartCAPATM an exception rule may define what needs to happen with your problem. When you create your Rules for Exceptions, any fields in the exception can in fact drive these rules. You may define different rules for different types of exceptions.

Rules determine when the system will automatically take action. Auto Rules come with four actions to take in the system:

Action To Take

Description

None

If the Test Condition is met (i.e., Severity = MEDIUM), no system action will be taken to the exception and it will remain open for the owner to pick up.

 

Close

If the Test Condition is met (i.e., Severity = LOW), the exception will automatically be closed.

 

Require Issue

If the Test Condition is met (i.e., Severity = High), the exception will not be able to be closed unless an issue is created or attached for further action.

 

Auto Create Issue

If the Test Condition is met (i.e., Severity = High), an issue will automatically be created from the exception as soon as it is saved by the reporter.

 

 

Writing the Auto Rule

To write an Exception Auto-Rule, you must be familiar with writing the test condition in SQL using the un-translated field names of any of the exception template entries that will drive the policy. These SQL statements are not checked; therefore, human intervention is required.

Some common fields which may drive Auto- Rules may include, but are not limited to:

·         Client (Customer)

·         Product

·         Category

·         Severity, or Priority (of Failure)

 

User Rights

The following rights must be assigned to a user to manage or view Exception Auto Rules:

Rights

Description

QRL_MANAGE

Allows administrator to Add new Exception Rule, modify existing Rule, or delete Rules.

 

QRL_VIEW

Allows user to access Exception Auto Rule to View.

 

 

Please see Rights Group to assign Rights Groups to users

 

Global vs. Local

Please see Global vs. Local under Exception Policies.

 

How to Create an Exception Rule

1.     From the SmartSolve© tabs select Admin > Policy. Under Exception Auto-Rule select an Exception Type.

2.     Right click and select Add.

3.     Enter information in the following fields:

Field

Definition

Exception Type

Select the Type of Exception for which this Rule will apply to.

 

Test Sequence

Enter Sequence Number (system looks from lowest to highest to meet requirement).

 

Test Condition

Enter the Test Condition using the un-translated field name(s).

Please see Writing the Policy for reference to untranslated field codes used in each Exception Type.

 

Test Description

Enter a Test Description to explain what the test condition means, in laymen’s terms.

 

Action to Take

Click the drop down list to select the Action To Take which include the following options:

 

  • None

  • Close - Auto Close the Exception on End User Save.

  • Require Issue - End User will not be able to Close the Exception, must Create an Issue.

  • Auto Create Issue - On End User Save an Issue will automatically be Created.

  • Auto Create Workflow - On End User Save a Workflow will automatically be Created.  Please see Workflow Designer for more information on this option.  SmartStudioTM Professional is needed to enable this option.

 

Add Another

Click this box to add another exception policy.

 

4.     Click the Save button.

 

Managing Exception Auto Rule Data

Exception Auto Rules can be edited, deleted and managed by an administrator.

 

How to Edit Exception Auto Rules

1.     From the SmartSolve© tabs select Admin > Policy. Under Exception Auto-Rule select an Exception Type.

The object list displays.

2.     Click the  icon to switch to local view (if applicable).

3.     Select the check box of the Rule to edit, then select Action > Edit from the main menu (or right click).

4.     Edit any information for your Rule.

5.     Click the Save button.

All changes should now be reflected in the list.

 

How to Delete Exception Auto Rules

1.     From the SmartSolve© tabs select Admin > Policy. Under Exception Auto-Rule select an Exception Type.

The object list displays.

2.     Click the  icon to switch to Local view (if applicable).

3.     Select the check box of the Auto Rule to delete, then select Action > Delete from the main menu (or right click).

4.     Click the Save button.

The object has now been removed from the system.

 

ESA Integration

The Event Synchronization Agent (ESA) manages compliance with industry regulations and improves company performance by automatically capturing various Exception data from ERP Systems (i.e., SAP), customer relationship management (CRM) or other field and legacy systems by creating and updating Exception records, and notifying Exception managers. Captured data can be sent to the appropriate complaints group and additional information collecting, investigations, and reporting can be completed.  Please contact your Pilgrim representative for ESA Integration options.