Service Request: Problem

The Problem tab allows you to view the recommended service, or create work orders or work order quotes for the selected service request.

To open the Problem tab, click a Request Number on the Service Requests screen.

Depending on whether the selected service request was created manually or for the John Deere Fleet Care system, the Problem tab will present different fields.

Topics in this section include:

John Deere Fleet Care Problem Screen Description

These Information fields appear on the Problem tab for John Deere Fleet Care service requests:

Information
Field Description
Service Account Number The service account number.
Source The service recommendation source system possible values include Fluid Analysis, JDLink (data uploads), or machine Inspection.

These fields appear on the Problem tab for John Deere Fleet Care service requests:

Field Description
Labor Minutes An estimation of the total number of service minutes required to complete the work on the corresponding service request.
Problem Description

Identifies the Service Request:

  • Service Recommendation—retrieves service recommendations for machines that subscribe to the Fleet Care service
  • Subscribed Machines—retrieves a list of machines that subscribe to the Fleet Care service.
Interval Hours The specific hour when the maintenance associated with the service request is due to be performed on the unit.
Description A detailed description of the work recommended (if conditional maintenance) or required (if preventative maintenance) on the service request.
Work Order Number The work order number associated to the service request.
Location The location where the work order for the service request was created.
Salesperson The salesperson associated with the work order.

Use these buttons to complete your work on the Problem tab:

Button Function
Decline Declines the selected service request.
Add Work Order Opens the Add Work Order screen, allowing you to Create a Work Order or Job Request.
Close Closes the Work Order tab and returns to the Service Request screen.

Screen Description

These Information fields appear on the Problem tab for manually created service requests:

Information
Field Description
Request Number The service request number.
Created By The name of the dealership employee who created the service request.
Customer Name The name of the customer the service request was created for.
Date The date on which the service request was created.

These fields appear on the Problem tab for manually created service requests:

Field Description
Problem Type The type of problem that needs to be fixed.
Problem Description A brief description of the problem.
Extended Description An extended description of the requested service.
Work Order Number

The work order number associated to the service request.

If the selected request has been Resolved or Declined, those statuses appear in this field instead of a work order number. If a Quote has been created for the service request, the quote number appears.
Location The location where the service request was created.
Salesperson The salesperson associated to the service request.
Responsible The salesperson responsible for the request. This field is for informational purposes only, however it is included on print-outs related to the request.
Machine Down If selected, indicates that the machine associated to the service request is down.
Location Assigned The location the service request has been assigned to.
Assign To The dealership employee the service request has been assigned to.

Click the Work Order Number to open the associated Work Order Details screen.

Use these buttons to complete your work on the Problem tab:

Button Function
Attach Opens a context menu where you can attach an existing work order to the request.
Save Saves the information entered on the Problem tab.
Resolved Marks the request as resolved and gives you the option to create a call record for the request using the Add A Call screen.
Quote Opens the Customer - Quote Header tab, allowing you to create a work order quote for the selected service request.
Decline Declines the selected service request.
Add Work Order Opens the Add Work Order screen, allowing you to Create a Work Order or Job Request.
Close Closes the Problem tab and returns to the Service Request screen.

Security: 810 - Work Orders: Access JD Proactive Jobs

Revision: 2025.05