Entering Service Request Details
Prerequisites
To enter service request caller information:
1. Navigate to the Caller alternative region in the Service Requests window.
2. Choose whether the request is being logged by a Customer or Employee.
If this request is from an employee, the Verify Request flag must be toggled on, and the employee must be active in the Human Resources system.
3. Select a Customer or Employee.
If you checked Verify Request, the customer you select must be in the customer master.
4. Choose a Contact, Phone, Fax, and Email.
You cannot select a Contact for an employee request.
5. Optionally enter an Extension and Time Lag in hours as applicable.
The Time Difference must not exceed 24 hours.
6. Optionally enter a Represented By Contact, Phone, Fax, Extension and Time Difference if applicable.
The contact need not exist in the contact master. These fields are unavailable if the request is from an employee.
1. Navigate to the Product, Services alternative region in the Service Requests window.
2. Choose a Product. This field is validated against the item master.
3. Choose Installed Base or Other.
If you choose Installed Base, the data you enter is validated based on installed base records. All fields are enabled. You can choose Installed Base only if you selected Verify Request. Choosing a serial or reference number will automatically populate all the other fields in this region.
If you choose Other, the Product, Serial Number, Order Number, and PO Number fields are enabled. All other fields are disabled. This allows you to enter product information from any other service.
Note: If you choose Installed Base and subsequently choose Other, a message displays alerting you that by choosing Other you will clear values in the installed-base-only fields.
4. Choose a Serial Number.
If there are any current service programs or warranties for the customer product, choosing a Serial Number will automatically populate the Installed Base and Services regions. If Installed Base was selected, you can choose from a list of values; otherwise, you can enter any value.
Note: If Installed Base was selected, all Order Numbers and System names appear and are validated against the installed base.
5. Select a System if you chose Installed Base.
If you chose Other, this field is disabled.
6. Choose a Reference Number if you chose Installed Base.
If there any current service programs for the customer product, choosing a Reference Number will automatically populate the Installed Base and Services regions.
If you chose Other, this field is disabled.
7. Enter an Order Number to indicate the sales order of the item reported on this service request.
8. Enter a Purchase Order Number.
If you chose Installed Base, this field defaults a value if one exists
The Status field indicates the customer product's status in the installed base. The Request Allowed box indicates whether service requests can be logged against this product.
To find a specific customer product:
1. In the Service Requests window, navigate to the Product, Services alternative region.
The Find Customer Products window appears.
3. Enter data in the available fields to identify the customer products to view.
All records satisfying the find criteria appears. When you select a row in the Customer Products window, the Installed Base and Service regions populate.
1. In the Service Requests window, navigate to the Problem Description alternative region.
2. Enter a detailed Description of the service request.
3. Optionally select a Problem Code for the service request.
4. Optionally enter an Expected Resolution Date.
5. Optionally check Make Public to make the problem description available to anyone querying this request using Oracle Self-Service Web Applications.
This box's status defaults from your setting for the profile option Service:Default Make Public Flag.
Note: If this request is associated with any repair lines, the In Depot box is checked. You cannot change the RMA number if this box is checked.
To enter a request address:
1. Navigate to the Request Address, Detail alternative region in the Service Requests window.
Note: The fields in this region are for informational purposes only (with the exception of the descriptive flexfield, if you use it).
The customer name associated with the location defaults in the Customer field. This customer need not be the customer who owns the product. The Customer field is not available if the request is for an employee.
3. Optionally modify the customer Address.
Both the Location and Address fields are not validated, so you can enter an address that does not exist in the customer master. This allows you to enter any address that a caller provides.
Note: If this request was created via the Web, the Web Entry box is checked, and the total time spent on the request and its last update date display.
Note: Nothing in this region is validated if you checked Not Verified.
1. Navigate to the Address: Bill To, Ship To alternative region in the Service Requests window.
2. Choose a Bill To Location or a Customer.
3. Choose a Bill To customer Address.
4. Choose a Bill To Contact.
5. Choose a Ship To Location or Customer.
6. Choose a Ship To Address.
7. Choose a Ship To Contact.
1. In the Service Requests window, navigate to the Problem Resolution alternative region.
2. Enter a detailed Problem Resolution description for the service request.
3. Optionally choose a Resolution Code for the service request.
4. Optionally check Make Public to make the problem description available to anyone querying this request using Oracle Self-Service Web Applications.
This box's status defaults from your setting for the profile option Service:Default Make Public Flag.
See Also
Service Requests Special Menu
Define service request header information. See: Entering Service Requests.