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Back to Service Requests Main Page

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Learn how you can configure SR to configure Service Request Response Categories

What does this section cover?

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Table of Contents

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What are SR Response Categories?

 

Creating, Editing & Deleting Validations & Restrictions

ActionRestrictionsAdditional Information
General  
Delete
    • .
  • Deleted SR Response categories are still visible on SR Response which were created using those categories.

 

Include PageConfiguring Categories - GlobalConfiguring Categories - Global 

Navigating to Service Request Response Categories

Info

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.

 Service Request Response CategoriesImage Added

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validations
validations
Validations

ActionValidationsAdditional Information
General
  • Not Applicable
  • Multiple Service Request Response Categories can be present in the System, but each one should have a unique Name and Alternative Code.
  • The allowed Service Request Response Categories are specified on the Service Request Types.
Create
  • Mandatory Fields must be defined
  • Not Applicable
Edit
  • Mandatory Fields must be defined
  • Not Applicable
Delete
  • A Service Request Response Category cannot be deleted if it is the 'parent' node.
  • Service Request Response Categories cannot be deleted if they are already used by Service Requests which:
    • are still not 'Completed' 
      OR
    • are included in the list of allowed Response Categories in one of the available Service Request Types.
  • Deleted Service Request Response Categories are still visible on Service Request Response which was created using those Categories.

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attributes
attributes
Attributes

An * indicates a field is mandatory.

Name

Description

Name*The name of the Service Request Response Category.
Code*The code for the Service Request Response Category.
DescriptionThe 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:

  • Accepted By: Only Contact Information related to the account owner can be selected. The Service Request cannot transit to a Temporary Resolution or Final Resolution Status unless the Response is accepted by the customer.

Parent

The 'parent' of the Service Request Response Category, unless the Service Request Response Category is a 'root'.

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