Entering Service Request Actions
You can associate multiple actions with each service request. Each action can be assigned to a different person to best resolve the service request. An action represents an activity associated with a service request.
To define service request actions:
The Actions window appears.
Note: The Action sequence number is generated automatically, and can be overwritten.
The assignee must exist in the employee master table.
3. Choose an action Type.
The type refers to the nature of the action. If you define action types related to service request types, then you can only choose an action type related to the service request type in the Service Requests window. See: Setting Up Service Request Types.
4. Choose an action Status.
This status reflects the current state of the action. An example of an action status is In Process.
5. Optionally choose an action Severity.
7. Enter a Description giving concise details about the service request action.
9. Enter an Expected Resolution date.
Note: The Start date will default to the current date and time. When you enter an End date, the Actual Hours are calculated. Alternatively, if you enter the Actual Hours, the End date will be calculated. You can override the calculated Actual Hours if necessary.
After you save, the Launch Workflow and Dispatch buttons become active.
See Also
Service Request Action Workflow
Dispatching Service Personnel
Viewing Action Audit History