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Service Request Fields

Use the Service Request Edit page to add a service request or update details for an existing service request.

TIP: You can also edit service requests on the Service Request List page and the Service Request Detail page. For more information on updating records, see Updating Record Details.

The Service Request Edit page shows the complete set of fields for a service request, as shown in the following table.

NOTE: Company administrators can customize your application in a variety of ways, such as changing names for record types, fields, and options in drop-down lists. Therefore, the information you see onscreen might differ from the standard information described in this table.

The following table provides additional information regarding some fields.

Field

Description

Contact Information

SR Number

Service request ID. System-generated.

Account

Account linked to the service request.

Contact

Contact linked to the service request.

Work Phone #

Work phone number of the contact. Inherited from the Contact record.

Email

Email address of contact. Inherited from the Contact record.

Service Detail Information

Area

Category of service request, such as Product, Installation, Maintenance, Training, Other.

Cause

Reason for service request, such as Unclear Instructions, User Needs Training, Existing Issue, New Issue, Other

Type

Type of service request, such as Question, Issue, Enhancement Request, Other.

Source

Method by which service request is received, such as Phone, Web, Email, Fax.

Priority

Indication of priority, such as 1-ASAP, 2-High, 3-Medium, 4-Low.

Status

Status of service request, such as Open, Pending, Closed, Open-Escalated, Cancelled. Some filtered lists and reports use the Status field to determine which service requests to include.

Opened Time

Date and time you created the service request. System-generated.

Closed Time

Date and time status of service request changes to Closed. System-generated.

Owner

The alias of the owner of the service request record.

Generally, the owner of a record can update the record, transfer the record to another owner, or delete the record. However, your company administrator can adjust the access levels to restrict or expand a user's access.

The value in the Owner field affects which records are included in reports that you or your managers run from Reports and Dashboard pages.

Depending on the record ownership mode that your company administrator sets up for the record type, you might see the Owner field, or the Book field, or both of these fields on the record Detail page, and one or both of the fields might be blank. For more information about record ownership modes, see About Data Access, Record Sharing, and Record Ownership.

Reassign Owner

Indicates that the service request should be reassigned. If your company administrator has set up service request assignment rules, selecting this field triggers the assignment manager in Oracle CRM On Demand to process the service request again and assign it according to the rules. The assignment manager can reassign records only to users. It can reassign records only if the record type is configured in the user mode or mixed mode of record ownership. The assignment manager cannot reassign records if the record type is configured in book mode. For more information about record ownership modes, see About Data Access, Record Sharing, and Record Ownership.

NOTE: When you select this check box, the name in the Owner field changes when you save the record. However, depending on the complexity of your company's assignment rules, the number of records to be reassigned and the current system load, it may take some time for the tasks that are automatically performed to be completed, for example, sending the notification email.

Additional Information

Subject

Summary of service request.

Description

Additional information about the service request. Limit of 16,350 characters.

Vehicle

The Vehicle ID Number (VIN) if a vehicle is associated with the service request.


Published 5/4/2012 Copyright © 2005, 2012, Oracle. All rights reserved. Legal Notices.