What does this section cover?

What are Service Requests ?

A Service Request is a request from a Customer, varying from:

Information
Advice
Standard Change: A common and straightforward change, that can be made under a strict, well-defined procedural control, without the need of RFC, therefore a risk-free change
Access to an IT Service
RFC (Request for change)
Report an incident

Service Requests Glossary

Term	Description
Resolution	A resolution determines that the issue described by the service request was resolved and can either be a temporary or a final resolution.
Resources	A resource is a user that works in order to deliver the service request for a specific period of time.

Service Requests Key Processes and Concepts

Processes / Concept	Description
Caller Contact Information	The caller contact information of the service request is the caller/customer who initiated the service request. Available caller contacts retrieved are: The Account owner The contacts related with the Account owner. Check Contact Information Business and Personal Relations for more information.
Service Request Resolution Cycle	A Service Request cycle consists of: Response: in which a service request has been acknowledged by an agent Resolution: Temporary Resolution: a temporary resolution is provided to the service request Final Resolution: a final resolution is provided to the service request Completed: the final resolution has been accepted by the customer
Plan a Job	When a Service Request is created, a Job can be planned as part of the service request resolution. Once the "Plan a Job" action is performed: The accounts receivable specified on the service request is carried over on the job The list of job types is additionally filtered based on the job types which are allowed to be used, as specified on the type of the related service request The related service request cannot be completed unless the Job is cancelled, deleted or completed.
Schedule an Activity	When a Service Request is created, an Activity can be scheduled for a specific service request. Once the "Schedule an Activity" action is performed: The contact information and the performed for service requests values, are automatically set on creating an activity for a new Service Request. The activities types which can be used for activities performed for the service request are filtered based on the allowed activity types specified on the service request type.
Accepting Service Requests	When a Service Request is created, it can be assigned either to a unit or to a specific user. If you don't want to assign specific tasks to specific people, then you have the option to assign the Service Request to a whole department (i.e. unit) and employees of the department can access the Service Request and accept it; in this way assigning the Service Request to themselves. A Service Request cannot be processed any further unless it is assigned to a specific user.

Service Requests Network Characteristics

Network Characteristics define the level of access for each record. i.e. Whether it will be available for selection, for viewing or editing etc.

Entity	Network Characteristics
Service Requests	/wiki/spaces/internal/pages/11144519 /wiki/spaces/internal/pages/11144489 Explicit Viewing Access Entities
Service Requests Types	/wiki/spaces/internal/pages/11144486

Service Requests Related Modules

Interaction Entity	How
Activities	Activities can be performed for Service Requests
Accounts Receivable	Accounts Receivable owning Service Requests
Contact Information	Contact Information owning Service Requests through ACRs
Jobs	Service Requests referring to Jobs and Jobs performed for SRs
Subscriptions	Service Requests referring to Subscription
Physical Goods	Physical Goods delivered by Service Requests
Services	Services applied on Service Requests
Units & Users	Service Requests assigned to Units & Users
Communications	Communications performed for specific Service Requests and for specific life cycle state changes as per service request definitions

Service Requests - Business Examples

The following section provides business examples to help you understand how CRM.COM Service Requests module is used.

Retrieve Service Requests that are Overdue

Retrieve Service Requests that are Overdue

Business Requirement

Company ZX would like to know any Service Requests that should have been completed the previous week.

CRM.COM Solution

User Process
- The retrieval of the Service Requests should be done every Monday. The Back Office Manager should access the Service Requests Summary Page and search for Service Requests by defining the following criteria:
  - Expected Completion Date:
    - To: 3 days before current date (Friday of previous week)
  - Life Cycle State:
    - Pending
    - Responded
    - Temporary Resolved
    - Final Resolved
  The search will retrieve all Service Requests that have expected completion date up to and including the date defined in the Expected Completion Date To field

More Information on modules referred in these example can be found here:

Scheduling Activities
Accepting Activities
Starting Activities Progress
Resource Request via Activities
Completing Activities
Products
Price Plans
Jobs
Communications

Scheduling an Activity from Service Requests

Scheduling an Activity from Service Requests