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Configuring Service Request Statuses

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What are Service Request Statuses?

Service Request (SR) statuses are used to define the state of a specific Service Request. The allowed and default Service Requests statuses are specified on the service request types.

Creating, Editing and Deleting Validations and Restrictions

ActionRestrictionsAdditional Information
General
  • Multiple Service Request statuses can be configured in the system and each one is mapped with a Service Request life cycle state. 
  • On changing the service request status the service request life cycle state is updated accordingly.
Delete
  • Service Request statuses 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 statuses in one of the available service request types. 
  • Deleted service request statuses are still visible on service requests which were created using those statuses.

SR Statuses attributes 

Name

Description

Name*The name of the service request status
Alternative CodeThe alternative code of the service request status
DescriptionA description of the service request status
Life Cycle State*The life cycle state that the service request should automatically be set to if the service request 's status is set to the specified status. The supported service request life cycle states are the following: Pending, Responded, Temporary Resolved, Final Resolved, Completed

 

Defining your own SR Statuses tailored to your company's needs

  1. Navigate to Configuration > CRM Application > Activities > "Set Up Statuses"
  2. Either search for an existing one or from the Top Menu click on "NEW"

  3. Main Information

    1.  Provide the required information
      SERVICE REQUESTS STATUS - MAIN INFORMATION

  4.  Log Information

  5. 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
  6. From the Top Menu click on "SAVE"

Deleting Service Requests Statuses

  1. Search for the entity that you would like to delete
    Visit  Using Summary Pages   to find out how you can search using CRM.COM Summary Screens
  2. Click on the link of the record you would like to delete, to be transferred to the Data Entry page
  3. From the actions menu click on "DELETE"
     The entity will be deleted given that the validations are satisfied

 

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