Setting Up Service Requests
You can define any number of service request types, statuses, urgency codes, severity codes, problem codes, or resolution codes.
You can define service request and action types to categorize your service requests and actions.
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. You can relate specific action types to a particular service request type. Then, as your customer service personnel process service requests of a given type, they can choose related action types.
Following is an example of a service request type and related action types that you can create:
Service Request Type: Customer Complaint
Service Request and Action Statuses
You can define service request statuses to indicate the current state of reported service requests and the actions assigned to them. The service request status captures the current state of the service request, whereas action statuses reflect the current state of each of the actions related to the service request. For example, a customer calls to report a broken switch on his personal computer. You could set the service request status to Open and then create an action with the status Assigned to indicate that the service request has been assigned to a field engineer. Optionally, you could create statuses like Open: Unassigned to reflect both the state and condition of the service request.
You can relate specific statuses to a particular service request or action type. Following is an example of action types and related statuses.
| Assignment
| Assigned
|
| Analysis
| In Process, Done
|
| Customer Callback
| Engineer Called, Customer Called
|
| Resolution
| Closed
|
Service Request Urgency
A service request urgency reflects the caller's perception of the reported service request. Low, Medium, and High are examples of urgencies. See: Setting Up Service Request Urgencies.
Service Request and Action Severities
You can define a service request's severity and thereby set the priority. Low, Medium, and High are examples of severities. Similarly, you can also define severities for actions to indicate the priority of these actions.
Problem and Resolution Codes
A problem code gives meaning to the service request described by the caller. Problem codes isolate the detailed reason for the call. See: Setting Up Problem Codes.
A resolution code gives meaning to the resolution of the service request described by the caller. Resolution codes isolate the detailed solution for the call. See: Setting Up Resolution Codes.
Call Type and Followup Type
You can categorize calls you enter by defining call types. Two examples of call types are Followup Call and Promotion Call. Similarly, by defining followup types, you can classify the type of followup required for a call. An example is Followup by Phone.
Each time a new service request is created, a call is logged with the call type Request Created. Whenever the service request is updated via Oracle Web Customers, a new call is created with the call type Request Updated. See: Service Requests.
