Configuring Service Request Definitions
- Former user (Deleted)
- Persia Xenopoulou (Deactivated)
- Frini Pouyiouka
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Table of Contents
Navigating to Service Requests Definitions
CONFIGURATION > CRM APPLICATION > SERVICE REQUESTS > SET UP BUSINESS DEFINITIONS
What are Service Requests Definitions?
Service Requests Definitions is a set of business rules used to control the behaviour of Service Requests throughout their Life Cycle. The Allowed Service Request Types must be defined in the Definition to be used.
Service Requests Definitions can be edited, deleted and have their Life Cycle State changed.
- Navigate to Service Requests Definitions and explore existing entries via the Summary page.
Click on the link (Name or Number) of the entry of your interest to access the Data Entry page and see more detail.
Use the Actions Menu to create a NEW Definition, modify (EDIT), or DELETE an existing one.
Use BACK to return to the Summary page and CANCEL to revert any unwanted changes made to the Definition.
Check the Validations & Restrictions Table below for a list of available Actions when working with Service Requests, including each Action's related validations and restrictions. View the Attributes Table for a comprehensive description of the Service Request Definition fields.
Validations & Restrictions
| Action | Validations | Restrictions |
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| Create |
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| Edit |
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| Delete |
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Attributes
An * indicates a field is mandatory
Name | Description | ||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Main Information | |||||||||||||||||
| Number | An auto-generated number that uniquely identifies the Service Request Definition. | ||||||||||||||||
| Name* | The name of the Definition. | ||||||||||||||||
| Alternative Code* | An alternative code for the Definition. Unless otherwise specified, the codes for new Definitions default to the Definition's Name initials in capital letters. | ||||||||||||||||
| Description | A description of the Definition. | ||||||||||||||||
| State | The State of the Definition which can be 'Active' or 'Inactive'. Only one 'Active' Definition can exist at a time. | ||||||||||||||||
| Allowed Types | |||||||||||||||||
| Allowed Service Request Types* | Defines the Types of Service Request that can be used while creating new Service Requests. | ||||||||||||||||
Communication Settings AVAILABLE UP TO CRM.COM R9.0.0 | |||||||||||||||||
Communication Settings
| AVAILABLE UP TO CRM.COM R9.0.0 The Communication settings for the emails. Based on these, an email can be triggered (generated / sent automatically) using the selected Communication Template. Changes of State that can trigger an email include:
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| Prioritization Model | |||||||||||||||||
| Supported Impacts | |||||||||||||||||
| Supported Impact Levels* | The Impact Levels that can be used when creating and maintaining a Service Request. A label for each Level can be configured to match business needs, and Supported Impact Levels can be defined so that not all are available. The available Levels are:
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| Supported Urgencies | |||||||||||||||||
| Supported Urgency Levels* | The Urgency Levels that can be used when creating and maintaining a Service Request. A label for each Level can be configured to match business needs, and Supported Urgency Levels can be defined so that not all are available. The available Levels are:
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| Supported Priorities | |||||||||||||||||
| Supported Priority Levels* | The Priority Levels that can be used when creating and maintaining a Service Request. A label for each Level can be configured to match business needs, and Supported Priority Levels can be defined so that not all are available. Priority Levels are calculated dynamically based on the Priority Level Calculation and range from '1' to '10'. | ||||||||||||||||
| Priority Level Calculation | |||||||||||||||||
| Priority Level Calculation* | The configuration settings which determines which combination of Impact and Urgency Levels (automatically) assign the Priority Level. The Priority Level for each Urgency-Impact combination is selected. All combinations between the pre-selected Urgency and Impact Levels are displayed. The default Priority Level calculation is based on the following table rules:
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| Log Information | |||||||||||||||||
| Log Details | The standard set of Log Details information available in all entities. | ||||||||||||||||
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