Back to Service Requests Main Page
| Excerpt |
|---|
|
Learn how you can to configure Service Requests Statuses |
What does this section cover?Navigating to Service Request Statuses
| Info |
|---|
CONFIGURATION > CRM APPLICATION > SERVICE REQUESTS > SET UP TYPES |
What are Service
Requests Request Statuses?
Service Requests (SR) statuses Request Statuses are used to define the state of a specific Service Request. The provide business meaning to the Life Cycle States of Service Requests. Each Status must be mapped to a single Life Cycle State and multiple Statuses can have the same Life Cycle State. The allowed and default Service Requests statuses Statuses are specified on the service request types.
Creating, Editing and Deleting Validations and Restrictions
| Action | Restrictions | Additional Information |
|---|
| General | - Multiple Service Request statuses can be configured in the system and each one is mapped with a Service Request life cycle state.
| - On changing the service request status the service request life cycle state is updated accordingly.
|
|---|
Delete | Service Request statuses Service Request Types.
- Navigate to Service Request Statuses and explore existing entries via the Summary page.
- Click on the link (Name or Number) of the entry of your interest to enter the Data Entry page and see more detail.
- Use the Actions Menu to create a NEW Service Request Status, modify (EDIT) or DELETE an existing one.
- Use the BACK to return to the Summary page and CANCEL to revert any unwanted changes made to the Service Request Status.
- Click on the Audit Trail button to view a log of changes performed on the displayed Service Request Status.
Check the Validations Table below for a list of available Actions when working with Service Request Statuses, including each Action's related validations and additional information. View the Attributes Table for a comprehensive description of the Service Request Status fields.
Image Added
Validations| Action | Validations | Additional Information |
|---|
| Create | - Mandatory Fields must be defined
| |
|---|
| Edit | - Mandatory Fields must be defined
| |
|---|
| Delete | - Service Request Statuses cannot be deleted if they are already used by
| service requests - Service Requests which are
| still - not completed or if they are included in the list of allowed
| statuses - Statuses in one of the available
| service request types. Deleted service request statuses | - Deleted Service Request Statuses are still visible on service requests Service Requests which were created using those statusesStatuses.
|
|---|
An * indicates a field is mandatory.
Name | Description |
|---|
| Main Information |
|---|
| Name* | The name of the service request statusService Request Status. |
|---|
| Alternative Code | The alternative code of the service request statusthe Service Request Status. Unless otherwise specified, the codes for new Services Request Statuses default to the Services Request Status' Name initials in capital letters. |
|---|
| Description | A description of the service request statusService Request Status. |
|---|
| Life Cycle State* | The life cycle state Life Cycle State that the service request Service Request should automatically be set to if the service request 's status Service Request is set to the specified statusStatus. The supported service request life cycle states Service Request Life Cycle States are the following: , , , , Completed |
|---|
Defining your own SR Statuses tailored to your company's needs
Navigate to Configuration > CRM Application > Activities > "Set Up Statuses"
Either search for an existing one or from the Top Menu click on "NEW"Main Information
Provide the required information
Image Removed
| Include Page |
|---|
WIP:Log Information - Global | WIP:Log Information - Global | From the Top Menu click on "SAVE"Deleting Service Requests Statuses
| Include Page |
|---|
Deleting a record - Global | Deleting a record - Global |