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:
- Preventive Maintenance Visit
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:
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:
1. Navigate to the Service Request/Action Types window.
2. Select either Service Request or Action.
Service Request refers to the reported request for service by the customer. Action refers to responses to the service request.
4. If you are defining an action type, optionally select a Parent Type to relate the action type to a specific service request type.
5. If you are defining a service request type, optionally select a Transaction Group with which to associate this request type.
The value you select here will default in the Charges window when you enter a charge for a service request.
6. Optionally enter a Start and End Date to set the active time frame.
8. Select a workflow process to link to this service request or action type.
9. If you are defining a service request type, optionally check Web Entry Allowed.
This flag allows you to limit the service request types from which your customers can choose when entering service requests in Oracle Self-Service Web Applications.
If you plan to launch a workflow process automatically whenever a customer enters a Web service request, check Web Entry Allowed and select a Web workflow to associate with this request type. The workflow you select here need not be the same as the workflow selected in the previous step. You can also choose an image file to represent the request type on the Web.
Note: If you want to launch a workflow process automatically for Web-entered service requests of this type, you must also set the profile option Service: Auto Launch Web Workflow to Yes.
11. Choose the Related Statuses button.
The Related Statuses window appears.
12. Select a status from Service Request/Action Statuses.
Note that Open and Closed are predefined statuses that can relate to all service request and action types.
14. Optionally enter a Start and End Date to define the active time frame for the related status.
See Also
Service Request Workflows
Overview of Depot Repair
Service RequestsService Requests, Oracle Web Customers