Previous  Next          Contents  Index  Navigation  Glossary  Library

Setting Up Service Request Types

You can define service request and action types to categorize your service requests and actions. You can link a service request type with a transaction group, and link a service request or action type with a workflow. You can also define service request types that can be used by customers logging service requests via the Web.

By associating a workflow process with a service request or action type, you can control the resolution process through which service requests of a particular type pass.

Following are some examples of service request types that you can create:

Action types define the kinds of actions you can take for all or specific service request types. When you create an action type, if you select a particular service request type as the parent, then you relate the action type to the service request type. Following are examples of service request types and related action types that you can create:

Service Request Type Related Action Types
Customer Call Assignment
Analysis
Customer Callback
Resolution
Defective Product Assignment
Advance Replacement
Loaner
RMA Entry
Loaner Return
Field Service Engineer Dispatch
Engineer Arrival
Call for Backup
Resolution
Call Close

After you define a service request or action type, you can associate statuses with it in the Related Statuses window. These statuses determine the steps necessary to resolve the service request.

   To define a service request type:

See Also

Service Request Workflows

Overview of Depot Repair

Service RequestsService Requests, Oracle Web Customers


         Previous  Next          Contents  Index  Navigation  Glossary  Library