Entering Service Requests
As customers call to report a request for service, you can log complete information for quick resolution using the Service Requests window.
You can access the Find Service Requests window while entering service requests. This enables you to locate previous service requests for the customer or product. By searching through past service requests, you can identify a known problem specific to the customer or product. Using historical resolution information, you can quickly resolve the service request and satisfy the customer's needs.
The Service Requests window enables you to enter and maintain the following information:
- owner, problem summary, severity and urgency, status, and date and time
- customer and contact details
- problem description and problem code
- resolution description and resolution code
- caller location and address
- bill-to and ship-to customer locations and addresses
- service request audit history
You can enter the information in the order that the customer relates it to you. For an example, the customer may call and say his system is down and that the model is "SupaMax". You may then have to ask who is calling and where they are located.
If you want to revisit the same service request several times without having to requery it, you can place it in the Oracle Applications Navigator. When the request is open, choose Place on Navigator from the Action menu. You can then access the request directly from the Navigator's Documents alternative region. See: Using the Navigator's Documents Region.
To enter a service request:
2. Choose a service request Type.
A Type denotes the nature of the service request. An example of a type is repair. You can specify a default value using the profile option Service:Default Service Request Type.
3. Choose a service request Status to explain the current state of the reported service request.
The default status is Open. If you define statuses related to service request types, then you can only choose a status related to the service request type you selected. See Setting Up Service Request Statuses.
If the request status is Closed (or any other user-defined status that represents closed requests), the Closed flag is toggled on. You cannot update this box directly. Instead, use the Status field.
4. Choose a service request Severity to indicate the support person's perception of the call.
You can specify a default value using the user profile Service:Default Service Request Severity.
5. Choose a service request Urgency to reflect the caller's perspective of the call.
You can specify a default value using the user profile Service:Default Service Request Urgency.
An owner is the person tasked to resolve the service request. Owners must exist in the employee master table. You can specify a default value using the user profile Service:Default Service Request Owner.
7. Note the status of the Active Workflow flag.
The Active Workflow flag is toggled on if an active workflow exists for this service request.
8. Optionally modify the status of the Publish flag.
If the Publish flag is toggled on, this service request is visible to anyone querying requests using Oracle Self-Service Web Applications. Your ability to update this flag depends on your setting for the profile option Service:Publish Flag Update Allowed.
9. Enter a Summary to describe the service request.
10. Choose Verify Request or Do Not Verify Request.
By choosing Do Not Verify Request, you can enter customers that do not exist in the customer master. In the non-verify mode, customer information is not validated. This allows you to enter service requests for customers that are not yet in the installed base or in the customer master. If you enter customer information in non-verify mode, you can later change the service request to verify mode after you have added the customer to the customer master. If this is an employee service request, you must choose Verify Request.
See Also
Entering Service Request Details
Service Requests Special Menu
