Skip to end of banner
Go to start of banner

R9 - Resolving Service Requests

Skip to end of metadata
Go to start of metadata

You are viewing an old version of this page. View the current version.

Compare with Current View Page History

Version 1 Next »

What does this section cover?

What is Service Request Resolution?

Once a Service Request is responded then a temporary or final resolution can be provided. As soon as a resolution is added to the service request, all relevant resolution fields are mandatory to be completed.The resolution fields are available and applicable based on the related service request life cycle state (temporary or final resolved). 

Validations and Restrictions

Life Cycle StateValidations
Temporary Resolved
  • All mandatory temporary resolution fields must be completed
  • A response has been defined
    • AVAILABLE FROM CRM.COM R9.0.0 - If the specified response category is configure to require customer acceptance then
      • The response is already accepted by the customer
      • The contact information who accepts the resolution needs to be the same or related with the caller.
Final Resolved
  • If a Temporary Resolution has been provided then it must be accepted by the customer
  • A response has been defined
  • All mandatory final resolution fields must be completed
    • AVAILABLE FROM CRM.COM R9.0.0 - If the specified response category is configure to require customer acceptance then
      • The response is already accepted by the customer
      • The contact information who accepts the resolution needs to be the same or related with the caller.

Updating Service Requests with a Temporary Resolution

  1. The following fields may be updated in Service Requests by using the "EDIT" button in order to provide a temporary resolution. (Mandatory fields are marked by the asterisk *)

    • SERVICE REQUESTS TERMS Section
      • Status * : a status of life cycle state Temporary Resolved should be selected
        • Once a status with a life cycle state Temporary Resolved has been assigned then the Response section is available as read-only.
    • RESOLUTION Section
      • Temporary Resolution Category *
      • Temporary Resolution Date *
      • Temporarily Resolved By *
      • Accepted by Contact *
        SERVICE REQUESTS - TEMPORARY RESOLUTION

  2. The  service request will be updated with the temporary resolution information
  3. A communication will be created if communication settings have been enabled in the active Service Request definition

Updating Service Requests with a Final Resolution

  1. The following fields may be updated in Service Requests  by using the "EDIT" button in order to provide a temporary resolution. (Mandatory fields are denoted by the red asterisk *)

    • SERVICE REQUESTS TERMS Section
      • Status *: a status of life cycle state Final Resolved should be selected
        • Once a status with a life cycle state Final Resolved has been assigned then the Temporary Resolution section is available as read only if it was provided.
    • RESOLUTION Section
      • Final Resolution Category *
      • Final Resolution Date *
      • Final Resolved By *
      • Accepted By Contact
        SERVICE REQUESTS - FINAL RESOLUTION
  2. The  service request will be updated with the final resolution information
  3. A communication will be created if communication settings have been enabled in the active Service Request definition

 

Related Areas

 

Popular Labels

  • No labels