Customer Service - Device Repair Process (sp2020)

This event log is from a service process of a home appliances vendor for repairing faulty devices. <strong>Attributes</strong> CASE_ID: Unique Case Identifier of the Service order ACTIVITY: Label of the process step (see description of process) TIMESTAMP: Time when the activity was finished REPAIR_IN_TIME_5D: Flag that indicates if the service level was met (i.e. repair completed within 5 days) DEVICETYPE: Unique identifier for each product (the first two letter indicate the device type) SERVICEPOINT: Unique identifier for the service partner responsible for the repair <strong>Description of the process activities</strong> Creation: A service order has been created by the hotline or on-site at the service counter Letter: The letter to the customer has been printed DeviceReceived: Parcel with the customer's device has been received StatusRequest: Customer has requested a status update (by phone) Completed: Repair of the device has been completed and it is ready for shipping Transmission: Estimate of the repair costs has been sent to the customer Approved: Cost estimate has been approved by the customer NoteHotline: The hotline has made a remark in the service order NoteWorkshop: The workshop has made a remark in the service order StockEntry: Used spare parts have been booked as taken from the warehouse InDelivery: Device has been sent to customer Freeticket Cust/ Freeticket Comp: can be ignored/legacy