Description

Only existing accounts receivable can be used. Terminated accounts cannot be selected for new Service Requests.

The life cycle state of the service request which is automatically assigned based on the status selected:

• Pending
• Responded
• Temporary Resolved
• Final Resolved
• Completed

The classification of the service request which are predefined in the system, not configurable and they cannot be overwritten. This information is calculated dynamically based on the selected category. The supported values are the following:

• Information
• Advice
• Standard Change
• Access to an IT Service
• Request for Change
• Report an incident

The priority level of the service request which is automatically calculated based on the impact and urgency level following the configuration described in relevant process

The key dates of the service request which include the following:

• Start date: Defaults to the date that the service request is created.
• Estimate completion time: It is editable, measured in minutes, hours, days, weeks, years. It is the difference between the start date and expected completion date.
• Expected completion date: The date that the service request is expected to be completed and it equals to the start date plus the estimated completion time.
• Actual completed date: The date that the service request is actually completed.
• Time to completion: The time that is left up to the expected completion date
• Time overdue: The time past the expected completion date. this information is calculated dynamically, based on the expected completion date and the date of execution, if the service request is not completed yet and is past the expected completion date.

The assignment information for the service request, since it is an Assignable Entity.

A list with the service requests that this request relates to, along with a description of the relation

The related service request section includes the following sub sections:

• Outward Relations: This section displays all the service requests which are added as service requests that are related with the selected service request
• Inward Relations: This section displays all the service requests which include the selected service request in their list of related service requests

A list of the physical goods that the service request is about and can be traceable or non-traceable.

A list of services that the service request is about

A section that indicates that the service request record was acknowledged. As soon as a response is added to the service request, which is based on the related service request life cycle state, all response fields are mandatory to be completed but they can also automatically be completed based on the service request's type settings:

• Response Category *: The response category of the service request. It defaults to the type's default response category
• Response Date *: The date and time that the response is created. It defaults to the time and date that the response category is added
• Responded By *: The user who responded to the service request. It defaults to the current logged in user editing the Service Request
  
• Description : The description of the response which can be used to keep track of any changes on the description by the user.

• Status
  colour Red title Available from CRM.COM R9.0.0

  - Accepted by Contact:  The contact who accepted the response. Only contact information related with the account owner can be selected
  This information is visible and applicable only if the selected response category requires customer acceptance.
  In this case the service request cannot transit to a temporary resolution or final resolution status, unless the response is accepted by the customer

A section that indicates that the service request record has been temporarily resolved. As soon as a resolution is added to the service request, which is based on the related service request life cycle state, all relevant resolution fields are mandatory to be completed. Some of the fields can also automatically be completed based on the service request's type settings:

• Temporary Resolution Category *: The temporary resolution category of the service request. It defaults to the type's default response category
  
• Temporary Resolution Date *: The date and time that the temporary resolution is created. It defaults to the time and date that the temporary resolution category is selected

• Temporarily Resolved By *: The user that updated the service request with a temporary resolution. It defaults to the current logged in user editing the Service Request

• Description: The description of the temporary resolution which can be used to keep track of any changes on the description by the user.

• Accepted by Contact *: The contact contact who accepted the temporary resolution. Only contact information related with the account owner can be selected

A section that indicates that the service request record has been finally resolved. As soon as a resolution is added to the service request, which is based on the related service request life cycle state, all relevant resolution fields are mandatory to be completed. Some of the fields can also automatically be completed based on the service request's type settings:

• Final Resolution Category *: The final resolution category of the service request. It defaults to the type's default response category
• Final Resolution Date *: The date and time that the final resolution is created. It defaults to the time and date that the final resolution category is selected

• Final Resolved By *: The user that updated the service request with a final resolution. It defaults to the current logged in user editing the Service Request

• Description: The description of the final resolution which can be used to keep track of any changes on the description by the user.

• Accepted by Contact *: The contact who accepted the final resolution. Only contact information related with the account owner can be selected

Includes the standard log information plus shared notes

The attachments related to the specific service request

• Active Service Request Definition exists in the system

• Accounts Receivable
• Caller Email (if active Service Request definition specifies communication settings)
• Type
• Status
• Estimated Completion Time (If not already filled in, based on the Activity Type)
• Assigned To (Either a unit or a user)
• Owned By Group (If you do not assign anything then the Group of the logged in user will be used)
  

•  Affected Products:
  • In order to add physical goods or services that affect the Service Request, a related entity must be added (Job / Subscription)