Flowchart

ICM TRS

Camilo Gomez English

Flowchart content

Incoming Ticket
ICM Request?
NO
YES
Close this process
Is it a warranty request?
Is it a repair service request?
NO
YES
NO
YES
Does the product has repair service? Check MM03
NO
Customer will need to purchase a new item
YES
Has the customer or Sales rep. provided the $250 PO?
NO
Request the PO or waived fee email from Sales manager
YES
Create a new ICM in the YREKLA transaction
Follow the process in the following location: P:\CAPro900\AAA_Technical Support Standard Operating Procedures\ICM\Repair ICM Process
Has the customer provided a PO or SO number?
NO
Request the PO or SO under the item(s) was/were sold
YES
Open the order in YVA1U Transaction. Is the item under warranty? 1 year from billing
NO
YES
Create the ICM in the Complaint button
Follow the process in the following location: P:\CAPro900\AAA_Technical Support Standard Operating Procedures\ICM\Technical ICM Process
Has the customer or sales rep. provided the ICM form and a picture of the label?
YES
NO
Request the filled out ICM form and a picture of the label