Configuring Service Request Statuses

Owned by Former user (Deleted)
Last updated: Nov 28, 2016 by Persia Xenopoulou (Deactivated)
2 min read

Back to Service Requests Main Page

Table of Contents

Navigating to Service Request Statuses

CONFIGURATION > CRM APPLICATION > SERVICE REQUESTS > SET UP TYPES

What are Service Request Statuses?

Service Request Statuses are used to provide business meaning to the Life Cycle States of Service Requests.  Each Status must be mapped to a single Life Cycle State and multiple Statuses can have the same Life Cycle State.  The allowed and default Service Requests Statuses are specified on the Service Request Types.

  • Navigate to Service Request Statuses and explore existing entries via the Summary page.  
  • Click on the link (Name or Number) of the entry of your interest to enter the Data Entry page and see more detail. 
  • Use the Actions Menu to create a NEW Service Request Status, modify (EDIT) or DELETE  an existing one.  
  • Use the BACK to return to the Summary page and CANCEL to revert any unwanted changes made to the Service Request Status.
  • Click on the Audit Trail button to view a log of changes performed on the displayed Service Request Status.

Check the Validations Table below for a list of available Actions when working with Service Request Statuses, including each Action's related validations and additional information. View the Attributes Table for a comprehensive description of the Service Request Status fields.

Service Request Statuses

Validations

ActionValidationsAdditional Information
Create
  • Mandatory Fields must be defined
  • Not Applicable
Edit
  • Mandatory Fields must be defined
  • Not Applicable
Delete
  • Service Request Statuses cannot be deleted if they are already used by Service Requests which are 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.

 Attributes

An * indicates a field is mandatory.

Name

Description

  Main Information
Name*The name of the Service Request Status.
Alternative CodeThe alternative code of the Service Request Status. Unless otherwise specified, the codes for new Services Request Statuses default to the Services Request Status' Name initials in capital letters.
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 is set to the specified Status. The supported Service Request Life Cycle States are the following:

  • Pending
  • Responded
  • Temporary Resolved
  • Final Resolved
  • Completed
Log Information
Log DetailsThe standard set of Log Details information available in all entities.

View Understanding Service Requests for business examples related to Service Request Statuses.

Related Areas

Helpful Links