Back to Service Requests Main Page
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Learn to configure Service Request Response Categories |
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Table of Contents
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Navigating to Service Request Response Categories
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CONFIGURATION > CRM APPLICATION > SERVICE REQUESTS > SET UP RESPONSE CATEGORIES |
What are Service Request Response Categories?
Service Request Response Categories is a module used to classify Service Request Responses into generic groups based on specific similar attributes.
- Navigate to Service Request Response Categories and explore existing entries via the Summary page. Service Request Response Categories follow a hierarchical structure, with 'parent' rows linked to multiple 'children' rows directly beneath them.
- Click on the link (Name or Number) of the entry of your interest to open a modal with the related details. Select an existing Service Request Response Category for the 'parent' to make the specific Category a child or erase the 'parent' name to make the specific Category a 'parent' itself.
- Either SAVE the changes or cancel (X) and go back to the Summary page.
- Create a new Service Request Response Category (ADD) or delete an existing one (REMOVE).
- Use EXPAND ALL to view 'parents' and 'children' and COLLAPSE ALL to only view 'parents'.
Check the Validations Table below for a list of available Actions when working with Service Request Response Categories including each Action's related validations and additional information. View the Attributes Table for a comprehensive description of Service Request Response Categories fields.
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An * indicates a field is mandatory.
Name | Description |
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| Name* | The name of the Service Request Response Category. |
| Code* | The code for the Service Request Response Category. |
| Description | The description for the Service Request Response Category. |
| Requires Customer Acceptance | If specified, the Service Request will require customer acceptance of a Response, before being able to proceed to 'temporarily' or 'finally' resolve it. If the Requires Customer Acceptance field is checked and the Life Cycle State of the Service Request is set to 'Responded', the following field becomes available in the Response section:
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Parent | The 'parent' of the Service Request Response Category, unless the Service Request Response Category is a 'root'. |
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