Service Requests Features

Issue Key

Summary

Description

Issue Type

Release

V5-1404

Create and Manage Service Requests

Ability to create and manage service requests in a queue relevant to the type of issue that the request represents. The service request is progressed through various statuses and responses.

Story

5.4.2.0

V5-2518

Ability to upload images/attachments in Service Requests via self-service/mob apps

Create self-service APIs to allow the uploading of attachments for service requests via the mobile app/portal.

Improvement

5.4.5.9

V5-2350

Service Request Enhancements

Changes related to Service Requests:

• When creating a Service Request, the default Priority should be based on medium urgency and medium impact configuration

• Two new columns have been added to the Service Request Summary report - Description and Response.

• The SR number should be fully visible when in the Kanban board view

Improvement

5.4.5.8

V5-2124

Tax amounts and totals to display in Service Requests 

Include tax amounts in service request changes. General updates are required to process & UI for Service requests and activities. Also, display tax amounts in the charges table. 

Improvement

5.4.5.2

V5-1763

Add service requests and activities as events on the contact activity feed

Ability to add activities and service requests to activity feed on contacts.
Ability to send communications for service requests and activities.
Ability to apply analytics for activities and service requests.
Ability to configure automation for service requests and activities.

New Feature

5.4.4.0

V5-1754

Add multiple addresses for contacts

A company contact shall have the ability to have multiple addresses relating to it. 

New Feature

5.4.4.0

V5-1753

Manage People for company contacts

When creating a company-type contact, the ability to add a person contact which is linked to the company contact shall be implemented. 

New Feature

5.4.4.0

V5-1740

Ability to specify if SR has been resolved

It is required that when a Service request is closed, the user should note whether the Request has been resolved or not, along with the final response to the service request. 

New Feature

5.4.4.0

V5-1695

Priorities on Service Requests

When creating a service request, have the ability to specify the priority based on a configurable priority matrix. A system user shall have the ability to select the applicable priority based on the impact and urgency of a service request. 

New Feature

5.4.4.0

V5-2288

Service Requests pending issues

Service Requests improvements are pending from previous releases.

1. Two new event triggers for automation

     a) Create Service Request Charges
     b) Update Service Request Charges

1. The new batch process is to determine if SR alert times have been reached; if so, a hard-coded message is sent to the owner (system user).

Improvement

5.4.6.0

V5-2519

Ability to add a location to Service Requests, both via back-end and self-service/mob apps

Option to add an address to a Service Request.

1. Back-end

• Select one of the Contact's existing addresses

• Add a new address unrelated to contact

1. Self-service (consumer app only)

• Select one of the Contact's existing addresses

• Add a new address unrelated to contact

• Chosen from Google maps

• Identify and use the Contact's current location 

Improvement

5.4.6.2

V5-2963

New V2 APIs: Service Requests & queue changes

1. V2 API changes for Service Requests

2. Service Requests improved to use queues and stages in alignment with Orders and Leads. 

Currently, service requests use:

• Queue

• Status (queue status)

Change to:

• Queue

• Stage (queue stage)

• State (ticket stage New, In Progress, Closed)

Improvement

5.5.2.0

V5-3255

Service Requests for new and improved features

1. Ability to create an SR from the Contact screen

2. Ability to define one or more root Categories per SR queue

   a. Select root category or child of root category on SR  

3. Ability to add a comment at each stage of the queue for an SR (once achieved)

4. SR automation:

   a. New trigger event 'SR owner changed.'
   b. Rename all occurrences of 'status' to 'stages' in filters

5. Increase the comment size when completing the SR

   a. Enlarge the modal so that it fits more than four lines of content without having to scroll up/down

New Feature

5.5.3.2

V5-3673

Ability to search Service Requests based on their Address

Ability to search Service Requests based on the Address at which the service request will be performed.

Improvement

5.5.3.3

V5-3783

Service Requests - UI improvements & communication tags

1. When creating an SR from the contacts screen, there should be a breadcrumb to allow you to go back to the Contact afterwards.

2. Ability to select multiple SR categories as a filter on the SR summary screen and not filter one by one 

3. Need a communication tag to show stage comments of an SR when changing the SR stage through automation, such as 'SR stage change' or 'SR owner change' or 'Regress SR.' 

4. When the Automation action is 'Communicate to user', if the SR is assigned to a team and 'recipient' is set to 'The user who owns the entity' - then send the communication to all members of the team.

Improvement

V5-2369

Attachments improvements 

Ability to upload attachment (links) to contacts, orders, service requests and leads

Improvement

5.6.0.5

V5-4203

Queues alignment & improvements for Orders, Service Requests, Leads

1. Ability to provide a name (as for the ‘In Progress’ stages) for all predefined stages in a queue.

2. Leads to additionally support ‘Won’ and ‘Lost’ stages, not just states.

3. Service Requests queue ‘edit’ screen should copy the behaviour of the Order queue screen in ‘edit’ mode.

4. When creating an Order queue, there should be an option to select the ‘Point of no return’, currently it can only be set when editing an existing queue. 

Improvement

5.6.8.0