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Back to Service Requests Main Page

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Learn how you can to configure Service Request Response Categories

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Table of Contents

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Navigating to Service Request Response Categories

What are Service Request Response Categories?

Response Categories are used to classify a response into
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 that they share. Service Requests response categories are following a hierarchical tree structure.

Creating, Editing and Deleting Validations and Restrictions

ActionRestrictions

.

  • 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

by service requests whichAre completed If they response categories available service request types
ActionValidationsAdditional Information
General 
  • Not Applicable
  • Multiple service request response categories can exist in the system Service Request Response Categories can be present in the System, but each one should have a unique name Name and alternative codeAlternative Code.
  • The allowed service request response categories allowed Service Request Response Categories are specified on the service request types.
Delete
  • Service request response categories 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 SR Service Request Response categories Categories are still visible on SR Service Request Response which were was created using those categoriesCategories.
    Categories attributes 

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    attributes
    attributes
    Attributes

    An * indicates a field is mandatory.

  • Click on "Expand All" to see all the defined categories
  • Click on the name of the category you would like to update

  • The Edit Category modal opens, where you can update the category information, change the parent, or remove the parent

    • When you are done click on "Save" to close the modal
    SERVICE REQUEST RESPONSE CATEGORYImage Removed

  • Deleting a Category

    Follow the steps below In order to delete an existing Category:

    1. Click on "Expand All" to see all the defined categories
    2. Check the box located at the left hand side of the category you would like to delete

    3. Click on "Remove" found at the top of the tree structure
      Categories - Removing a CategoryImage Removed

    •  
    Requires Customer Acceptance

    Name

    Description

    Name*The name of the category

    Description

    The description of the category

    Code*

    The code of the category

    Status
    colourRed
    titleAvailable from CRM.COM R9.0.0
     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,

    then

    the

    service request

    Service Request will require customer acceptance

    after

    of a

    response is provided, in order to be able to temporarily or final resolved it

    Parent

    The parent of the category, unless the category is a root

    Categories Tree Structure

    ActionIcon
    View all categories (Parents and Children)Image Removed
    Close all categories and only view ParentsImage Removed
    Parent Category with childrenImage Removed
    Child Category with no childrenImage Removed

    Defining your own Categories tailored to your company's needs

  • Navigate to category of the entity which is found in the Module Configuration section
  • Click on Expand All to look at the tree structure and all available categories

    • Creating a new Category

    Follow the steps below In order to add a new Category:

  • From the Categories summary screen page click on "Add Category"
  • Add Category modal opens where you can provide the required information
    1. Parent: You can search for existing categories to set as parents to the new category that you are adding
      If you don't add anything then the new category will be added as a Parent
    2. Name
    3. Code
    4. Description

    • Click on "Save" to close the modal
    SERVICE REQUEST RESPONSE CATEGORYImage Removed 

    Modifying a Category

    Follow the steps below In order to modify an existing Category:

    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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