CHRYSLER GROUP LLC

WARRANTY BULLETIN
NO: D-14-17
DATE: July 29, 2014

TO: Dealer. Principal, Service Manager,
Service Advisor, and Warranty Claims
Administrator

SUBJECT: New Service Advisor
Dropdown List and "DE3" Message Code

FOR: All U.S. Dealers
All U.S. Business Centers

!Rev 8)

*** ******'~* **::: ************ Revision - Changes are noted in Red**********************
PURPOSE:
To announce requirements for processing claims using a new Service Advisor (SA) dropdown list and new
corresponding DE3 Message Code (Employee is not a valid Service Advisor at your dealership).

TIMING:
July 10, 2014

BACKGROUND:
A new dropdown list has been added to the Service Advisor field in DealerCONNECT Claim Entry. This dropdown
will function very similar to the Technician dropdown where you will select the name of a Service Advisor from
the list provided.
Note : The Service Advisor dropdown will only display dealership personnel with a recognized orimaryposition
code at repair comp letion date. Recognized position codes are: Service Advisor 13, Service Manger 09 and
Service Director 17.
Secondary position codes are not recognized at this time. An update will be provided once secondary
position codes have been added.

ACTION:
IMPORTANT: Complete the Odometer, Received Date and Comp leted Date fields (in this order) to allow the
Service Advisor dro pdown to populate. If these 3 fields are NOT completed, the Service Advisor field will display
"None." If you have updated your SA list recently, the SA update could take up to 48 hours before it is reflected
in DealerCONNECT. Select "None" while updates are being processed. Claims can still be submitted during
this time.

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CHRYS LER GROUP LLC

If the Servic e Advisor ID does not match, the claim will set a message code of DE3.
To correct the DE3 message code, dealers must go into the rejected claim in Dea lerCONNECT Claim Entry .fill.d.
correct it by se lecti ng the appropriate Se rvice Advisor's name from the dropdown list. The SA ID is created
using the S-ID; exa mple S-ID for John Smith is s12345f wi ll be converted to 123451.
•

In cases when a DE3 message code sets on a claim, the claim will process (pay) providing no other
dealer correctable message codes have set on the claim.

•

In cases when other message codes set on a claim (including a DEJ,, dealers must correct those
message codes and re-submit the claim for processing. The DE3 Message code alone will NOT prevent
the claim fr om paying.

If your dealership utilizes a Dealer Management System IDMSI to upload cla ims to Ch rysler, the IEN in

Dealer Service Profi le MUST MATCH the numeric value that is being sent from the OMS to Chrysle r. If the va lue
does not match, the Service Advisor field will be blan k on the claim and the DE3 will set. To correct the DE3
message code, follow the steps below:
1.

2.
3.
4.
5.
6.
7.

The OMS system sends the Service Advisor ID in the following format "NNNNAA" (where "N" equals
numeric value and "A" equals an alpha value). lfyou do not know what these values are, you may need
to contact your Dealer Management System provider to obta in this information. Some DMS's use the
last 4 digits of the Social Security Number, others use the last 4 digits of the OMS Employee ID and
other systems might use a Personal Identification Number.
Once you have obtained the correct value for the Service Adviso r, perform the following steps to
create/update the IEN in My Personnel.
Go to DealerCONNECT>My Dealership>My Personnel>Administration>SID User Management>Modify
Access Rights.
Enter the SID of the employee you need to modify and click "submit"
Enter ONLY the "NNNN" numeric value from Step 1 as the IEN in My Personnel
Click "NEXT"
Cl ick "SUBMIT"
Cha nges made in My Personnel could take up to 48 hours before they are reflected in
DealerCONNECT>Service>Reports, Tools & lnformation>Dea/er Service Profile.
Current Primary Position Code and Secondary Position Codes are high~ghled in th€ seler.tion !isl
Clicking submi1with out any changes wi!i show c1Jrren1 assigned access r19h1s .
Changing position codes and then cfickmg on submit wdl show defautt access right for the new posrt:on codes

Prima

Position Code
v=

Second