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Back to Service Requests Main Page

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

What does this section cover?

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Table of Contents

Table of Contents
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Navigating to Service Requests Definitions

Info
What are Service Requests  Definitions

CONFIGURATION > CRM APPLICATION > SERVICE REQUESTS > SET UP BUSINESS DEFINITIONS

What are Service Requests Definitions?

Service Requests  definitions Definitions is a set of business rules used to control the behavior of Service Requests  throughout their whole life cycle.

Creating, Editing & Deleting

the behaviour of Service Requests throughout their Life Cycle.  The Allowed Service Request Types must be defined in the Definition to be used.

Service Requests Definitions can be edited, deleted and have their Life Cycle State changed.

  • Navigate to Service Requests Definitions and explore existing entries via the Summary page. 

  • Click on the link (Name or Number) of the entry of your interest to access the Data Entry page and see more detail.

  • Use the Actions Menu to create a NEW Definition, modify (EDIT), or DELETE an existing one.  

  • Use BACK to return to the Summary page and CANCEL to revert any unwanted changes made to the Definition. 

Check the Validations & Restrictions Table below for a list of available Actions when working with Service Requests, including each Action's related validations and restrictions. View the Attributes Table for a comprehensive description of the Service Request Definition fields.

Service Request DefinitionsImage Added

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validations
validations
Validations & Restrictions

ActionValidationsRestrictionsAdditional Information
General   
Create   
Edit   
Delete   

Service Requests  Definition attributes 

An auto

Name

Description

 NumberCreate
  • Mandatory Fields must be defined.
  • Name and Alternative Code must be unique.
  • Not Applicable
Edit
  • Mandatory Fields must be defined.
  • Name and Alternative Code must be unique.
  • Not Applicable
Delete
  • Not Applicable
  • Cannot be deleted if it is the 'Active' Definition.

 

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attributes
attributes
Attributes

An * indicates a field is mandatory 

Name

Description

Main Information
 NumberAn auto-generated number that uniquely identifies the accounts receivable definitionsService Request Definition.
 Name*The name of the definitionDefinition.
 Alternative codeCode*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 specifiedDefinition. Unless otherwise specified, the codes for new Definitions default to the Definition's Name initials in capital letters.
DescriptionA description for of the definitionDefinition.
StateThe state State of the definition Definition which can be active or inactive'Active' or 'Inactive'. Only one active definition 'Active' Definition can exist at any point
  
  
  

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

  • Navigate to PATH
     
    • Either search for an existing one or from the Top Menu click on NEW
     

    MAIN INFORMATION

     

  • LOG INFORMATION

    • Include PageWIP:Log Information - GlobalWIP:Log Information - Global
  • From the Top Menu click on Save

    • Deleting Service Requests  Definitions

    Include PageDeleting a record - GlobalDeleting a record - Global

    Changing the Life Cycle State of Service Requests  Definition

    Include PageChanging the Life Cycle State of a Definition - GlobalChanging the Life Cycle State of a Definition - Global

     

    NoteVisit /wiki/spaces/WIP/pages/10010220 Service Requests for business examples related to
    a time.
    Allowed Types
    Allowed Service Request Types*

    Defines the Types of Service Request that can be used while creating new Service Requests.

    Communication Settings

    Status
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    titleAvailable up to CRM.COM R9.0.0

    Communication Settings

     

    Status
    colourRed
    titleAvailable up to CRM.COM R9.0.0

    The Communication settings for the emails. Based on these, an email can be triggered (generated / sent automatically) using the selected Communication Template. Changes of State that can trigger an email include:

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

    The Impact Levels that can be used when creating and maintaining a Service Request. A label for each Level can be configured to match business needs, and Supported Impact Levels can be defined so that not all are available. The available Levels are:

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

    The Urgency Levels that can be used when creating and maintaining a Service Request. A label for each Level can be configured to match business needs, and Supported Urgency Levels can be defined so that not all are available. The available Levels are:

    • URGENCY 1
    • URGENCY 2
    • URGENCY 3
    • CUSTOM 1
    • CUSTOM 2 
    • CUSTOM 3
    • CUSTOM 4
    • CUSTOM 5
    Supported Priorities
    Supported Priority Levels*

    The Priority Levels that can be used when creating and maintaining a Service Request. A label for each Level can be configured to match business needs, and Supported Priority Levels can be defined so that not all are available. Priority Levels are calculated dynamically based on the Priority Level Calculation and range from '1' to '10'.

    Priority Level Calculation
    Priority Level Calculation*

    The configuration settings which determines which combination of Impact and Urgency Levels (automatically) assign the Priority Level.

    The Priority Level for each Urgency-Impact combination is selected. All combinations between the pre-selected Urgency and Impact Levels 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

    Log Information
    Log DetailsThe standard set of Log Details information available in all entities.  
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