Define end users in End User Create (27.20.3.1); use End User Data Maintenance (11.9.1) to create an operational address record for each user and specify addition data used in service functions.

The existence of two programs related to setting up end users supports segregation of duties required by many organizations. Address details are maintained in one place and updated by one group. Customer and end-user creation is part of the Accounts Receivable module. The system supports an automatic e-mail feature that lets service users that belong to a designated role know whenever a new end user is created so that the record can be completed in the service organization.

Each end user must be associated with a valid customer. Both customer and end user are specified on service quotes, contracts, and RMAs. The end user only is referenced on calls. Although service is performed for the end user, the customer (or customer bill-to address) receives the invoice.

End-user information helps identify items in the installed base. You create end users:

Regardless of which approach you use for creating end users, use End User Data Maintenance to specify detailed service information.

The engineer scheduling function in Call Maintenance awards points to engineers based on how certain attributes of the engineer match the end-user record. Area and primary and secondary engineer are important for scheduling. If you plan to use engineer scheduling, it is important to define these attributes correctly for each end user.

This section first discusses creating end users directly with End User Create and End User Data Maintenance, and then creating them indirectly.