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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

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What are Service Requests  Definitions

Navigating to Service Requests Definitions

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

Creating, Editing & Deleting Validations & Restrictions

 

.

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

ActionValidationsRestrictions
General
  • Multiple service request definitions can exist in the system but each one should have a unique name and alternative code.
  • Only one service request activity definition can exist at any given time.  
  • If no active activity definition exists, then no activity processes can be performed. 
  • Rules and restrictions specified in activity definitions are applied during the creation and maintenance of an activity. 
Create 
  • Service Request Types must be configured
  • At least one service request type should be included in the allowed service request types while creating or updating service request definitions
Delete
  • A definition can be deleted as long as it is not the active one

 

 

Service Requests  Definition attributes 

An auto generated number that uniquely identifies the accounts receivable definitions

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 

The communication

Name

Description

Main Information
 NumberAn auto-generated number that uniquely identifies the Service 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 pointa time.
Allowed Types
Allowed Service Request Types*

Defines the service request types Types of Service Request that can be used by users while creating new Service Requests.

Communication Settings

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titleAvailable up to CRM.COM R9.0.0

Communication Settings

 

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titleAvailable up to CRM.COM R9.0.0

The Communication settings for the emails. Based on the settings defined these, an email can be automatically sent based on each trigger and triggered (generated / sent automatically) using the selected communication template. The states that an email can be automatically sent after each state change areCommunication 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 The Impact Levels that can be used on when creating and maintaining a service requestService Request. A label for each level Level can be configured to match your business needs, and Supported Impact Levels can be defined so that not all are available. The available levels Levels are:

  • IMPACT 1
  • IMPACT1IMPACT 2
  • IMPACT2IMPACT 3
  • IMPACT3CUSTOM 1
  • CUSTOM1CUSTOM 2 
  • CUSTOM2 CUSTOM 3
  • CUSTOM3CUSTOM 4
  • CUSTOM4CUSTOM 5CUSTOM5
Supported Urgencies
Supported Urgency Levels*

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

  • URGENCY 1
  • URGENCY1URGENCY 2
  • URGENCY2URGENCY 3
  • URGENCY3CUSTOM 1
  • CUSTOM1CUSTOM 2 
  • CUSTOM2 CUSTOM 3
  • CUSTOM3CUSTOM 4
  • CUSTOM4CUSTOM 5CUSTOM5
Supported Priorities
Supported Priority Levels*

  The priority levels The Priority Levels that can be used on when creating and maintaining a service requestService Request. A label for each level Level can be configured to match your business needs. The priority levels , and Supported Priority Levels can be defined so that not all are available. Priority Levels are calculated dynamically based on the Priority Level Calculation . The available levels are:

  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10

and range from '1' to '10'.

Priority Level Calculation
Priority Level Calculation*

The configuration settings of the priority levels that need to meet so that it can be automatically assigned as per the impact and urgency level combination. The priority level for each combination urgency-impact is selected. All the 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 Urgency and impacts Impact Levels are displayed. The default priority level 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

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

  • Navigate to Configuration > CRM Application > Service Requests > Set up Business Definitions 
  • Either search for an existing one or from the Top Menu click on NEW
    1. Service Requests DefinitionImage Removed
    • MAIN INFORMATION

    1.  Provide the required information

  • ALLOWED TYPES

    1. Click on ADD
    2. Select the Service Request Type from the drop down list
      Repeat the process for all Service Request Types you would like to make available for usage

    • COMMUNICATION SETTINGS

    1. Select the stages for which you want to send an email 
      1. For each stage select
        1. Communication Template*
        2. Communication Queue External System 
    2. SERVICE REQUEST COMMUNICATION SETTINGSImage Removed

  • LOG INFORMATION

    • Include PageWIP:
    Log Information
    - Global
    WIP:
    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
    DetailsThe standard set of Log Details information available in all entities.  
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