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R9 - Creating Service Requests

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Navigating to Service Requests

CRM Application > Service Requests > Manage Service Requests

Explaining Service Requests Fields

 

Name

Description

Accounts Receivable*

UP TO CRM.COM R8 The number of the account related to the service request. The Accounts Receivable can be different from the caller's accounts receivable, in cases that the service is related to a Company

Only existing accounts receivable can be used. Terminated accounts cannot be selected for new Service Requests.

AVAILABLE FROM CRM.COM R9 The name of the account related to the service request.
Starting from CRM.COM R9 and forward the name of the account will be displayed instead of the number 

Accounts Receivable OwnerThe accounts receivable owner contact or company name
Caller ContactThe caller / customer who initiated the service request is selected from a list of the related contacts. The account owner is the first and default option on the list and the rest related contacts displaying the Relation in the form of Relation - Contact Name.
Caller EmailThe Email of the caller that all communications will be sent. This field is mandatory if the active Service Request definition specifies so in the communication settings
NumberAn auto-generated number that uniquely identifies each service request
Type*The type of the service request

Status*

The status of the service request
Life Cycle State

The life cycle state of the service request which is automatically assigned based on the status selected:

  • Pending
  • Responded
  • Temporary Resolved
  • Final Resolved
  • Completed
CategoryThe category of the service request. It defaults to the type's default category
Classification

The classification of the service request which are predefined in the system, not configurable and they cannot be overwritten. This information is calculated dynamically based on the selected category. The supported values are the following:

  • Information
  • Advice
  • Standard Change
  • Access to an IT Service
  • Request for Change
  • Report an incident
Urgency LevelThe urgency level of the service request. It defaults to the type's default urgency level
Impact LevelThe impact level of the service request. It defaults to the type's default impact level
Priority Level

The priority level of the service request which is automatically calculated based on the impact and urgency level following the configuration described in relevant process

Key Dates*

The key dates of the service request which include the following:

  • Start date: Defaults to the date that the service request is created.
  • Estimate completion time: It is editable, measured in minutes, hours, days, weeks, years. It is the difference between the start date and expected completion date.
  • Expected completion date: The date that the service request is expected to be completed and it equals to the start date plus the estimated completion time.
  • Actual completed date: The date that the service request is actually completed.
  • Time to completion: The time that is left up to the expected completion date
  • Time overdue: The time past the expected completion date. this information is calculated dynamically, based on the expected completion date and the date of execution, if the service request is not completed yet and is past the expected completion date.
DescriptionA description of the service request
Assigned to*

The assignment information for the service request, since it is an Assignable Entity.

JobThe job that the service request relates to
SubscriptionThe subscription that the service request relates to
Related Service Requests

A list with the service requests that this request relates to, along with a description of the relation

The related service request section includes the following sub sections:

  • Outward Relations: This section displays all the service requests which are added as service requests that are related with the selected service request
  • Inward Relations: This section displays all the service requests which include the selected service request in their list of related service requests
Affected Physical Goods

A list of the physical goods that the service request is about and can be traceable or non-traceable.

Affected Services

A list of services that the service request is about

ActivitiesA set of activities which are planned for the specific service request, sorted by their life cycle state. New activities can be planned for each service request. The activity types which are allowed to be used are controlled by the related service request type
CommunicationsA list with all the communications exchanged between the customer and the service provider regarding this service request record
Response

A section that indicates that the service request record was acknowledged. As soon as a response is added to the service request, which is based on the related service request life cycle state, all response fields are mandatory to be completed but they can also automatically be completed based on the service request's type settings:

  • Response Category *: The response category of the service request. It defaults to the type's default response category
  • Response Date *: The date and time that the response is created. It defaults to the time and date that the response category is added
  • Responded By *: The user who responded to the service request. It defaults to the current logged in user editing the Service Request
  • Description : The description of the response which can be used to keep track of any changes on the description by the user.
  • AVAILABLE FROM CRM.COM R9.0.0 - Accepted by Contact:  The contact who accepted the response. Only contact information related with the account owner can be selected
    This information is visible and applicable only if the selected response category requires customer acceptance.
    In this case the service request cannot transit to a temporary resolution or final resolution status, unless the response is accepted by the customer

 

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
Owned By GroupThe group owing the service request since Service Request is an entity with Explicit Viewing Access. If nothing is specified then the Group of the logged in user will be used.
Privacy LevelThe Service Request's privacy level since Service Request is an entity with Explicit Viewing Access

Log Information

Includes the standard log information plus shared notes

Attachments

The attachments related to the specific service request

Creating and Saving, Validations and Restrictions

ActionValidationsRestrictions
Create

 

SaveMandatory Fields:
  • Accounts Receivable
  • Caller Email (if active Service Request definition specifies communication settings)
  • Type
  • Status
  • Estimated Completion Time (If not already filled in, based on the Activity Type)
  • Assigned To (Either a unit or a user)
  • Owned By Group (If you do not assign anything then the Group of the logged in user will be used)
  •  Affected Products:
    • In order to add physical goods or services that affect the Service Request, a related entity must be added (Job / Subscription)

 

Creating a Service Request 

  1. Search using the criteria available in the summary page
  2. From the top menu click on "NEW" to open the Service Requests data entry page
    SERVICE REQUESTS - NEW

  3. Customer Information

    Fill out the mandatory information
    1. Accounts Receivable: Provide the account that the service request is related with. The Accounts Receivable can be different from the caller's account receivable, in cases that the service is related to a Company. Only existing accounts receivable can be used. Terminated accounts cannot be selected for new Service Requests.
    2. Caller Email: If communication settings have been enabled at the active Service Request definition, then you must specify an email. Search for the caller's available email or specify a new email address.

  4. Service Request Terms
    1. Type: Select the type of the activity
    2. Status: Select the status of the activity
      Life cycle state of the activity is set automatically based on the activity status selected
    3. Related Entities
      1. Using the Search boxes search and add the entity that the Service Request is related to.
      2. The selection can be between
        1. Subscription
        2. Job

  5. Affected Products

    1. Add Physical Goods or Services that the Service Request is about. 

      Affected Products Tip

      Products to be added should belong to the allowed products of the service request type and are filtered based on the the related Job's provided products or related Subscription's products.

  6. Related Service Requests
    1. Outward Relations: Add the Service Requests that this request is related with

  7. Key Dates & Assignments

    1. Key Date
      Dates and times can be selected using the calendar icon

      1. Start Date: The date is set to the current date but can be manually updated
      2. Estimated Completion Time: Update if required. (Will automatically update Expected Completion Date)

      3. Expected Completion Date: Update if required

    2. Assignments

    3. Select the Unit and/or User that the Job will be assigned to

      The User may be left empty and then users in the Unit defined will be able to accept the Job. View /wiki/spaces/V4Manual/pages/9830639 for more information on accepting a Job that has been assigned on the Unit 

  8. Attachments

    1. Add any files or URLs related to the entity.

      Check  General Settings to find out the restrictions (if any) related to the type and the size of the files you wish to upload. 

      1. For adding a file
        1. Click on Add > Upload File
          Attachments - Upload File 
        2. Drag and Drop the file in the modal 
          OR 
        3. Click in the modal
        4. Select the file to be uploaded
        5. Click on "DONE"
        6. Notes: Provide notes related to the upload
      2. For adding a URL
        1. Click on  "ADD"
          Attachments - URL 
        2. Attachment: Specify the URL
        3. Notes: Provide notes related with the URL


  9. Log Information

    The following information is automatically set by the system on saving the Service Requests

    1. Log information section keeps all the logging information related to the specific record

      • Basic set of information available in all entities
        • Created By User: The user that created the entity
        • Created By Unit: The unit of the user that created the entity
        • Updated By User: The user that last updated the entity
        • Updated by Unit: The unit of the user that last updated the entity
        • Date Created: The date the account was entity
        • Date Updated: The date the account was last entity
          LOG DETAILS


  10. From the Action Menu click on "SAVE"

System Processing

  1. The Service Request will be saved and a unique number will be assigned
  2. Relation will be created between the Service Request and the referred entity if one was defined
  3. A Communication will be created based on the active Service Request communication settings and the information will appear under Communications
      1. The Communication Tab provides all the communications that are related to the specific record. When creating a new record the Communications tab is empty as no communications have been created yet. Communications tab is informative.
        Check the Advance Section for the module of your interest to find out how you can schedule an Activity.
         

 

 

Visit Understanding Service Requests for business examples related to  Creating Service Requests

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