Recording service exceptions

You can manually enter service exceptions for a move that were caused by:

A driver
A carrier
Equipment
A shipper
A consignee
A user, which could be a customer service representative or a dispatcher

For each service exception, you can record the corrective action taken. For those that are driver-specific, you can indicate whether the exception should affect pay.

Any service exception for a move associated with an order applies to both the move and the order.

Setting up service exception label files

The service exception label options that appear in the Service Exceptions window come from these labels:

ReasonLate
Identifies the reason a service exception occurred.

Sample options include:
- Accident
- Breakdown
- Road Construction
- Detour
- Data Entry Error
- Dock Closed
ActionCode
Identifies the corrective actions that may be taken to handle a service exception.

Sample options include:
- Driver Counseled
- Tractor Repaired
- Customer Called
- User Counseled
ServiceExceptionLate
Identifies the event affected by the service exception.

Sample options include:
- Pickup
- Delivery
- Relay

Your company defines the options in the Edit User Definable Fields window. For details, see Using the label file to customize fields.

Adding service exceptions

The Service Exceptions window includes fields to report service exception details.

The grid at the top of the window is read-only.

Go to Operations > Trip Folder.
The Trip Folder opens.
Retrieve the order or move associated with the service exception.
Go to Edit > Service Exceptions.
The Service Exceptions window opens.
Click Add.
A new row appears on the data grid.

Make entries in the appropriate fields at the bottom of the window:

Required field: *
Read-only field: §

Field	Definition
Location	If the exception took place at a company, select its ID.
Type*	Select the category of the party responsible for the service exception. Options are: User Driver Tractor Trailer Carrier Company
Id*	Enter the ID of the responsible party. Note: The field automatically displays the primary ID of the selected Type associated with the move. If necessary, you can override this entry. For example, if there are two drivers on the move and you select Driver in the Type field, the system populates the field with the ID of the primary driver. You may manually enter the second driver’s ID.
Exc Code*	Select the reason for the exception. Note: The options are set up in the ReasonLate label.
Exception Date	Enter the date and time that the exception was recorded. Note: This field defaults to the current system date/time.
Description	Describe the reason for the exception. The field allows up to 2000 characters.
Action Code	Select the action taken in response to the exception. Note: The options are set up in the ActionCode label.
Action Description	Describe the action taken.
Affects Pay	Select Yes if the exception will affect how the resource is paid. Notes: This field is applicable for resource-specific exceptions. This entry is informational only. Actual changes to pay must be performed manually.
Load Late	Select the option that defines the part of the load that was late. Note: The options are set up in the ServiceExceptionLate label.
Query/Response	Select Yes if the customer must be notified of the service exception.
Corrective Action	Select Yes if corrective action was applied.
Corrective Action Description	Describe the corrective action.
Misc1	First available in V.2022.3 Extra string field to record additional information.
Misc2	First available in V.2022.3 Extra string field to record additional information.
Misc3	First available in V.2022.3 Extra string field to record additional information.
Misc4	First available in V.2022.3 Extra string field to record additional information. Notes: The four Misc fields let you add additional input methods such as Textbox, Labelfile dropdown, and Instant Best Match. The fields are available through QuickDesigner and can be screen designed onto the window. These fields are limited to 100 characters. For details, see Adding Misc Fields.

Field

Definition

Location

If the exception took place at a company, select its ID.

Type*

Select the category of the party responsible for the service exception. Options are:

User
Driver
Tractor
Trailer
Carrier
Company

Id*

Enter the ID of the responsible party.

Note: The field automatically displays the primary ID of the selected Type associated with the move. If necessary, you can override this entry. For example, if there are two drivers on the move and you select Driver in the Type field, the system populates the field with the ID of the primary driver. You may manually enter the second driver’s ID.

Exc Code*

Select the reason for the exception.

Note: The options are set up in the ReasonLate label.

Exception Date

Enter the date and time that the exception was recorded.

Note: This field defaults to the current system date/time.

Description

Describe the reason for the exception.
The field allows up to 2000 characters.

Action Code

Select the action taken in response to the exception.

Note: The options are set up in the ActionCode label.

Action Description

Describe the action taken.

Affects Pay

Select Yes if the exception will affect how the resource is paid.

Notes:

This field is applicable for resource-specific exceptions.
This entry is informational only. Actual changes to pay must be performed manually.

Load Late

Select the option that defines the part of the load that was late.

Note: The options are set up in the ServiceExceptionLate label.

Query/Response

Select Yes if the customer must be notified of the service exception.

Corrective Action

Select Yes if corrective action was applied.

Corrective Action Description

Describe the corrective action.

Misc1

First available in V.2022.3
Extra string field to record additional information.

Misc2

First available in V.2022.3
Extra string field to record additional information.

Misc3

First available in V.2022.3
Extra string field to record additional information.

Misc4

First available in V.2022.3
Extra string field to record additional information.

Notes:

The four Misc fields let you add additional input methods such as Textbox, Labelfile dropdown, and Instant Best Match. The fields are available through QuickDesigner and can be screen designed onto the window.
These fields are limited to 100 characters.
For details, see Adding Misc Fields.

These read-only fields appear in the data grid.

Created By§

ID of the user who created the exception record

Created Date§

Date/time the exception was first saved

Action User ID§

ID of the user who last edited the Action Code field. If no option is selected in the Action Code field, this field is blank.

Action Date§

Date/time the Action Code field option was last updated. If no option is selected in the Action Code field, this field is blank.

Repeat steps 4 and 5 for each additional exception.
Click Save.
Click Close.

Deleting service exceptions

If you want to remove a service exception from a move, you can delete it.

To preserve history on the move, deleting a service exception does not remove it from the database. It is still visible if you select the Show Deleted checkbox.
You cannot edit a deleted service exception.
Once you delete a service exception, you cannot restore it.

Go to Operations > Trip Folder.
The Trip Folder opens.
Retrieve the order or move associated with the service exception.
Go to Edit > Service Exceptions.
The Service Exceptions window opens.
Click on the service exception you want to delete from the move.
Click Delete.
When the Confirm Delete message appears, click Yes.
Click Save.
The deleted service exception is no longer shown. To view it, select the Show Deleted checkbox.
Click Close.

Viewing deleted service exceptions

Go to Operations > Trip Folder.
The Trip Folder opens.
Retrieve the order or move associated with the service exception.
Go to Edit > Service Exceptions.
The Service Exceptions window opens.
Select the Show Deleted checkbox.
Deleted service exceptions appear with a gray background. You cannot edit a deleted service exception. When you select one, the editable fields at the bottom of the window are locked.
Click Close.

Reviewing Service Exception Audit Details

When you delete or change any of these fields, the system creates audit details:

Type
Id
Exc Code
Affects Pay

To view service exception audit details for a move:

Go to Operations > Trip Folder.
The Trip Folder opens.
Retrieve the order or move associated with the service exception.
Go to Edit > Service Exceptions.
The Service Exceptions window opens.

Click the Show Audit Details link. The Service Exception Audit Details window opens. It provides a list of all tracked field changes made after the record was first saved.

Audit details appear in these fields:

Audit Detail Seq #

Lists the order of the audits included on the Service Exceptions window
Note: If this field is set to 0, the record was deleted.

Seq #

Corresponds to the Seq # field in the Service Exceptions window

Move Number

System-assigned numeric ID for the trip

Changed

Name of the column in which a different value was recorded

Note: If an exception was deleted, Deleted! appears in this column.

Old Value

Original entry

New Value

Value that was saved in place of the original entry

User Id

User ID of the person who made the change

Date

Date and time that the change was made

Click Close.

Adding Misc Fields

First available in V.2022.3

In the Service Exceptions window you can use additional Misc fields for recording purposes. Some of the notable Control Type options you can use are Textbox, LabelFileDropDown and UseInstantBestMatch.
For example, with these options you can enter additional text with the Textbox, link to a RevType or other label with the LabelFileDropdown and link to a Company or other option with UseInstantBestMatch.
To add the fields:

Go to Operations > Trip Folder.
The Trip Folder opens.
Retrieve the order or move associated with the service exception.
Go to Edit > Service Exceptions.
The Service Exceptions window opens.
In the window, right-click, select Toggle QuickDesigner and select Add New Item.
Select a Control Type for the additional field.
In the Field Group section, select _CurrentServiceExceptionBindingSource
In the Field section, select one of the Misc fields.
Click OK.
When finished, right-click and select Toggle QuickDesigner.

For details on linking and other configuration options, see Adding links, reports, and custom grids to a window.

Note: When you use these fields, the details are recorded in the Service Exception Audit Details table. This is located at the top of the Service Exception window, with the hyperlink labeled Show Audit Details.