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Resolving Service Requests

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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). 

Validations and Restrictions

Life Cycle StateValidations
Temporary Resolved
  • All the statuses of life cycle state Temporary Resolved are available
  • All mandatory temporary resolution fields must be completed
Final Resolved
  • If a Temporary Resolution has been provided then it must be accepted by the customer
  • All the statuses of life cycle state Final Resolved are available
  • All mandatory final resolution fields must be completed

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 *)

    • 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.
    • Temporary Response Category *
    • Temporary Response Date *
    • Responded By *
      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 *)

    • 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.
    • Final Response Category *
    • Final Response Date *
    • Responded By *
      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


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

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