R9 - Resolving Service Requests

Owned by Persia Xenopoulou (Deactivated)
Last updated: Apr 07, 2016
4 min read

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). 

Accept Temporary & Final Resolution via emails links

AVAILABLE FROM CRM.COM R9.0.0 

Customers will have the option to automatically accept either the Temporary or Final solution by clicking on links on the emails sent to them via Communications module. Once the customer clicks the respective link on the email, the temporary or final resolution of a specific service request will be set as accepted by the customer.

For more information visit Understanding Communications - Tracking Emails

 

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.

Explaining Temporary and Final Resolution Service Request Fields

Temporary Resolution

A section that indicates that the service request record has been temporarily resolved. As soon as a resolution is added to the service request, which is based on the related service request life cycle state, all relevant resolution fields are mandatory to be completed. Some of the fields can also automatically be completed based on the service request's type settings:

  • Temporary Resolution Category *: The temporary resolution category of the service request. It defaults to the type's default response category
  • Temporary Resolution Date *: The date and time that the temporary resolution is created. It defaults to the time and date that the temporary resolution category is selected

  • Temporarily Resolved By *: The user that updated the service request with a temporary resolution. It defaults to the current logged in user editing the Service Request

  • Description: The description of the temporary resolution which can be used to keep track of any changes on the description by the user.

  • Accepted by Contact *: The contact who accepted the temporary resolution. Only contact information related with the account owner can be selected
Final Resolution

A section that indicates that the service request record has been finally resolved. As soon as a resolution is added to the service request, which is based on the related service request life cycle state, all relevant resolution fields are mandatory to be completed. Some of the fields can also automatically be completed based on the service request's type settings:

  • Final Resolution Category *: The final resolution category of the service request. It defaults to the type's default response category
  • Final Resolution Date *: The date and time that the final resolution is created. It defaults to the time and date that the final resolution category is selected

  • Final Resolved By *: The user that updated the service request with a final resolution. It defaults to the current logged in user editing the Service Request

  • Description: The description of the final resolution which can be used to keep track of any changes on the description by the user.

  • Accepted by Contact *: The contact who accepted the final resolution. Only contact information related with the account owner can be selected

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

 

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