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Learn how you can configure Service Requests Business Definition that will dictate overall behavior of Service Requests

What does this section cover?

Table of Contents
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What are Service Requests  Definitions?

Service Requests definitions is a set of business rules used to control the behavior of Service Requests  throughout their whole life cycle. Allowed Service Request Types to be used, must be defined in the definition.

Creating, Editing and Deleting Validations and Restrictions

 

ActionValidationsRestrictions
General
  • Multiple service request definitions can exist in the system but each one should have a unique name and alternative code
  • Only one active service request definition can exist at any given time
  • If no active service request definition exists, then no service request processes can be performed. 
  • Rules and restrictions specified in service request definitions are applied during the creation and maintenance of a service request
Create 
  • Service Request Types must be configured
  • At least one service request type should be included in the allowed service request types while creating or updating service request definitions
Delete
  • A definition can be deleted as long as it is not the active one

 

 

Service Requests  Definition attributes 

Name

Description

 NumberAn auto-generated number that uniquely identifies the accounts receivable definitions
 Name*The name of the definition
 Alternative Code*An alternative code for the definition. On creating a new definition it defaults to the first letter of each word included in the name (in Capitals), if nothing else is specified
DescriptionA description for the definition
StateThe state of the definition which can be active or inactive. Only one active definition can exist at any point
Allowed Service Request Types*

Defines the service request types that can be used by users

 

Communication Settings

The communication settings for the emails. Based on the settings defined an email can be automatically sent based on each trigger and using the selected communication template. The states that an email can be automatically sent after each state change are:

  • Create
  • Respond
  • Temporary Resolve
  • Final Resolve
  • Close
  • Update
Supported Impact Levels*

 The impact levels that can be used on creating and maintaining a service request. A label for each level can be configured to match your business needs. The available levels are:

  • IMPACT 1
  • IMPACT 2
  • IMPACT 3
  • CUSTOM 1
  • CUSTOM 2 
  • CUSTOM 3
  • CUSTOM 4
  • CUSTOM 5
Supported Urgency Levels*

The urgency levels that can be used on creating and maintaining a service request. A label for each level can be configured to match your business needs. The available levels are:

  • URGENCY 1
  • URGENCY 2
  • URGENCY 3
  • CUSTOM 1
  • CUSTOM 2 
  • CUSTOM 3
  • CUSTOM 4
  • CUSTOM 5


Supported Priority Levels*

  The priority levels that can be used on creating and maintaining a service request. A label for each level can be configured to match your business needs. The priority levels are calculated dynamically based on the Priority Level Calculation. The available levels are:

  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
Priority Level Calculation*

The configuration settings of the priority levels that need to meet so that it can be automatically assigned as per the impact and urgency level combination. The priority level for each combination urgency-impact is selected. All the combinations between the pre-selected urgency and impacts are displayed.

The default priority level calculation is based on the following table rules:

 

Urgency 1

Urgency 2

Urgency 3

Impact 1

Priority 1

Priority 2

Priority 3

Impact 2

Priority 2

Priority 3

Priority 4

Impact 3

Priority 3

Priority 4

Priority 5


Defining your own Service Requests Definition tailored to your company's needs

  1. Navigate to Configuration > CRM Application > Service Requests > Set up Business Definitions 
  2. Either search for an existing one or from the Top Menu click on "NEW"
    1. Service Requests Definition

  3. Main Information

    1.  Provide the required information

  4. Allowed Types

    1. Click on "ADD"
    2. Select the Service Request Type from the drop down list
      Repeat the process for all Service Request Types you would like to make available for usage

  5. Communication Settings

    1. Select the stages for which you want to send an email 
      1. For each stage select:
        1. Communication Template*
        2. Communication Queue External System 
    2. SERVICE REQUEST COMMUNICATION SETTINGS

  6. Log Information

  7. Include Page
    Log Information - Global
    Log Information - Global
  8. From the top menu click on "SAVE"

Deleting Service Requests Definitions

Include Page
Deleting a record - Global
Deleting a record - Global

Changing the Life Cycle State of Service Requests Definition

Include Page
Changing the Life Cycle State of a Definition - Global
Changing the Life Cycle State of a Definition - Global

 

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