Accepting Service Requests

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Last updated: Sept 29, 2015 by Frini Pouyiouka
1 min read

What does this section cover?

What is Service Request Acceptance?

Assignable Entities which are assigned on a Unit and not a specific User, need to be accepted in order to be closed. If the entity is not accepted then a specific user cannot be specified by using the "EDIT" button although the rest of the information can be modified.

Whenever an Assignable Entity record is accepted, the assigned to user field is set equal to the user that accepted the record and the assigned to unit is set equal to the unit that the user used to log in.

Validations and Restrictions

ActionValidations
Accept
  • All users can accept an  Assignable Entity in CRM.COM, if they are allowed to do so by the security profile assigned to them. For example, users can accept the assignment of a service request if the security profile assigned to them has enabled the "accept service requests" additional process
  • The unit that the user used during log in should be the same as the assigned to unit or it should be within the same group and higher in the units hierarchy

Accepting Service Requests

  1. Navigate to Service Requests

  2. Search for the Service Request you would like to accept

    Use Assign To Unit filter to find activities assigned to your Unit

  3. From the Action Menu click on ACTIONS > "ACCEPT"
    The  service request will be assigned to the user you have used for logging in the system.


Visit /wiki/spaces/WIP/pages/10010220 Service Request for business examples related to Accepting Service Requests

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