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Configuring Service Request Response Categories

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What does this section cover? 

What are Service Request Response Categories?

Response Categories are used to classify a response into generic groups based on specific similar attributes that they share. Service Requests response categories are following a hierarchical tree structure.

Creating, Editing and Deleting Validations and Restrictions

ActionRestrictionsAdditional Information
General 
  • Multiple service request response categories can exist in the system but each one should have a unique name and alternative code.
  • The allowed service request response categories are specified on the service request types.
Delete
  • Service request response categories cannot be deleted if they are already used by service requests which:
    • Are still not completed 
      OR
    • If they are included in the list of allowed response categories in one of the available service request types.
  • Deleted SR Response categories are still visible on SR Response which were created using those categories.

Categories attributes 

Name

Description

Name*

The name of the category

Description

The description of the category

Code*

The code of the category

Requires Customer Acceptance
AVAILABLE FROM CRM.COM R9.0.0 		If specified, then the service request will require customer acceptance after a response is provided, in order to be able to temporarily or final resolved it

Parent

The parent of the category, unless the category is a root

Categories Tree Structure

ActionIcon
View all categories (Parents and Children)
Close all categories and only view Parents
Parent Category with children
Child Category with no children

Defining your own Categories tailored to your company's needs

  1. Navigate to category of the entity which is found in the Module Configuration section
  2. Click on Expand All to look at the tree structure and all available categories

  3. Creating a new Category

    Follow the steps below In order to add a new Category:

    1. From the Categories summary screen page click on "Add Category"
    2. Add Category modal opens where you can provide the required information
      1. Parent: You can search for existing categories to set as parents to the new category that you are adding
        If you don't add anything then the new category will be added as a Parent
      2. Name
      3. Code
      4. Description

    3. Click on "Save" to close the modal
      SERVICE REQUEST RESPONSE CATEGORY 


  4. Modifying a Category

    Follow the steps below In order to modify an existing Category:

    1. Click on "Expand All" to see all the defined categories
    2. Click on the name of the category you would like to update

    3. The Edit Category modal opens, where you can update the category information, change the parent, or remove the parent

    4. When you are done click on "Save" to close the modal
      SERVICE REQUEST RESPONSE CATEGORY

  5. Deleting a Category

    Follow the steps below In order to delete an existing Category:

    1. Click on "Expand All" to see all the defined categories
    2. Check the box located at the left hand side of the category you would like to delete

    3. Click on "Remove" found at the top of the tree structure
      Categories - Removing a Category

 

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