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Back to Service Requests Main Page

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Learn how you can configure SR to configure Service Request Final Resolution Categories

What does this section cover?

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Table of Contents

Table of Contents
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What are SR Final Resolution Categories?

Final Resolution Categories are used to classify a resolution

Navigating to Service Request Final Resolution Categories

Info

CONFIGURATION > CRM APPLICATION > SERVICE REQUESTS > SET UP FINAL RESOLUTION CATEGORIES

What are Service Request Final Resolution Categories?

Service Request Final Resolution Categories is a module used to classify Resolution into generic groups based on specific similar attributes that they share. Service Requests final resolution categories are following a hierarchical tree structure. 

Creating, Editing & Deleting Validations & Restrictions

ActionRestrictionsAdditional InformationGeneral Multiple service request final resolution categories can exist in the system

.

  • Navigate to Service Request Final Resolution Categories and explore existing entries via the Summary page. Service Request Final Resolution 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 Final Resolution 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 Final Resolution 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 Final Resolution Categories including each Action's related validations and restrictions. View the Attributes Table for a comprehensive description of Service Request Final Resolution Categories fields.

 Service Request Final Resolution CategoryImage Added

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Validations 

Include PageConfiguring Categories - GlobalConfiguring Categories - Global 
request final resolution categories by service requests whichAre or If they final resolution categories the available service request types.
ActionValidationsRestrictions
Create
  • Mandatory Fields must be defined
  • The allowed Service Request Final Resolution Categories are specified on the Service Request Types.
  • Multiple Service Request Final Resolution Categories can be present in the System, but each one should have a unique name Name and alternative codeAlternative Code.The allowed service request final resolution categories are specified on the service request types.
Edit
  • Mandatory Fields must be defined.
  • Not Applicable
Delete
  • Service
  • Request Final Resolution 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
      • Final Resolution Categories in one of
    • Deleted SR final resolution categories are still visible on SR final resolution which were created using those categories

     

      • the available Service Request Types.
    • A Service Request Final Resolution Category cannot be deleted if it is the 'parent' node.
    • Deleted Service Request Final Resolution Categories are still visible in entries which were created using those Categories.

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    Attributes

    An * indicates a field is mandatory.

    Name

    Description

    Name*The name of the Service Request Final Resolution Category.
    Code*A code for the Service Request Final Resolution Category.
    DescriptionA description for the Service Request Final Resolution Category.

    Parent

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

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