Service Requests
Create new service requests, update or view existing requests, or browse the knowledge base to tap existing information and solutions to problems.
New service requests are automatically routed to an appropriate representative.
You can check the status of existing service requests and update them with new information or increase their urgency.
A complete history of the problem is added to the knowledge base. Using the Oracle Context server, you can search the knowledge base using keywords.
To create a new service request:
1. Log in and click Create New Request.
2. Indicate whether you are making a service request for a product you own or a product in a catalog.
3. If there is more than one type of request, select the type to create.
4. Enter or select a contact name.
5. Enter the area code, phone number, and extension (if applicable).
6. Enter the fax number, including area code.
7. Enter email address, if available.
9. Enter or select the product.
10. Enter the serial number, if available.
11. Enter the order number, if available.
12. Select an urgency level.
13. Enter a brief summary of the problem.
14. Enter a detailed problem description.
15. Enter additional comments.
A summary page of your service request appears.
To update an existing service request:
1. Log in and click on Update Service Request.
2. Enter search criteria for service requests.
All service requests matching your search criteria appear.
3. Click on a service request number to display the service request.
4. Modify fields as necessary.
6. Click on Previous Comments and / or Related Requests for further information.
To view an existing service request:
1. Log in and click on View Service Request.
2. Enter search criteria for service requests.
All service requests matching your search criteria appear.
3. Click on a service request number to display the service request.
4. Click Request, Customer, Product, or Summary for further information on those subjects. You can then drill down to even greater detail.
To search the knowledge base:
1. Log in and click on Search Knowledge Base.
2. Indicate the type of search:
Match any word: Match on any words entered as search text.
Match all words, in any order: Match on all words, regardless of order.
Match this exact phrase: Match on all words in the exact order.
4. Indicate which fields to search in: Summary, Problem Description, Resolution Description, and / or Notes.
All service requests matching your search text display on the Summary page.
6. Click the summary link to display the detail page.
The Knowledge Base Detail page displays a detailed summary of the service request.
7. Click Comments to view all comments associated with the service request.
