Back to Service Requests Main Page
Learn to set up business processes and rules related to Service Requests.
Mandatory Configuration: Links to manuals of Service Requests configuration modules that are required for the module to work correctly.
Related Configuration: Links to manuals of configuration modules other than the Service Requests' that offer additional functionality or are required for the module to work correctly.
Optional Configuration: Links to manuals of Service Requests configuration modules that offer additional functionality but are not required for the module to work correctly.
Mandatory Configuration
The following modules must be configured to use the Service Requests:
| Module Name | Manual | Description |
|---|---|---|
| Set up Statuses | Configuring Service Request Statuses | Set up Statuses to be added to the Service Request. |
| Set up Categories | Configuring Service Request Categories | Set up Categories to be added to the Service Request. |
| Set up Response Categories | Configuring Service Request Response Categories | Set up Response Categories to be added to the Service Request. |
| Set up Final Resolution Categories | Configuring Service Request Final Resolution Categories | Set up Final Response Categories to be added to the Service Request. |
| Set up Types | Configuring Service Request Types | Set up Types to be added to the Service Request. |
Business Definition | Configuring Service Request Definitions | Define the business rules that will control the Life Cycle of a Service Request and without which a Service Request cannot be created. |
Related Configuration
The following modules are related to but are not a part of, Service Requests. Such entities either:
- Must be configured accordingly to be able to start using the Service Requests module (Configuration Type = Mandatory)
OR - May be configured to use the Service Requests module at its full capacity (Configuration Type = Optional).
| Module Name | Module Manual | Module Description | Configuration Type |
|---|---|---|---|
Communication Templates | Configuring Communication Templates | Creates templates for use when a Communication is created. Communication Templates can be used in Service Request Definitions or Types to automatically create Communications when certain events occur. | Optional |
Communications Business Definitions | Provides configuration options for Communications. | Optional | |
| Workflow Rules | Configuring Workflow Rules | Workflow Rules are used to apply Actions on specific entities, triggered by specific Events, provided certain conditions are fulfilled. Each configured Workflow Rules refers to a specific Entity. The supported entities are:
| Optional |
Optional Configuration
The following entities are available and can be configured under Service Requests. A working CRM.COM model can exist without them being configured.
| Module Name | Module Manual | Module Description |
|---|---|---|
| Set up Temporary Resolution Categories | Configuring Service Request Temporary Resolution Categories | Set up Temporary Resolution Categories to be added to the Service Request. |
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