Set Up Analysis Codes (1205 onwards)

Created by Migration Bot, Modified on Fri, 23 Oct at 11:23 AM by Migration Bot

Originally written by John Hardwick, last updated Jan 30, 2026, on the Swan Retail knowledge base (FRS).

Analysis codes are used when generating / updating service requests, providing the ability to analyse the types of problem being recorded.

The codes are split into primary / secondary and tertiary codes. Any code can be used in any level or restricted to a single layer. Codes may be used to identify the type of problem or resolution. It is suggested that consideration be given to the codes used prior to defining on the system. Your implementation consultant will be happy to provide guidance where required

Service analysis codes can be created as hierarchical (pick a level 2 code from a restricted list once a level 1 has been selected) or flat - any code at any level.

This is controlled via the SERVICE_ANALYSIS_STRUCTURE application parameter and ideally should be set before service activities commence.

Menu Location: System Admin > Customer Service > Set Up Analysis Codes

Due to the potential volume of analysis codes, this routine offers a filter for Primary , Secondary and Tertiary codes which when used reduces the number of rows displayed, To return to the full list of codes click the RESET button.

Click the NEW button or New on the side panel to generate a new record.
Click the icon to amend an existing record.
Once in amend / insert more, click the to save changes or to abort the action.
Click the CLOSE button, or Back option on the side panel to leave the page (or select another option from the menu)

The controls outlined in the table below relate to hierarchical structures, when operating with flat codes it is possible to set the analysis code at a level of your choosing without having to set the level above.

Item	Description
Description	Specify an analysis code. By default, new codes will be associated with the Primary Group
Primary Group	When setting up a new analysis code, SwanFRS will assume the code to be a primary group code and will offer the (New) option in the pick list. If the code is to be associated with a secondary or tertiary code, then choose the primary group this code is to be linked to.
Secondary Group	If assigning the code to a secondary level, the primary group must be selected to enable the secondary pick list. Select (NEW) if this code is a new secondary level code offered once the primary code has been selected from within customer service.
Tertiary group	If assigning the code to a tertiary level, the primary and secondary group must be selected to enable the tertiary pick list. Select (NEW) if this code is a new tertiary level code offered once the primary code has been selected from within customer service.
Active	Tick to enable this analysis code to be selected from within customer service.