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   To define service request actions:

1. In the Service Requests window, choose Actions.

The Actions window appears.

Note: The Action sequence number is generated automatically, and can be overwritten.

2. Choose an Assignee responsible for resolving the action.

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.

If you define statuses related to action types, then you can only choose a status related to the action type you choose. See: Setting Up Service Request Statuses.

5. Optionally choose an action Severity.

6. Enter the action Summary.

7. Enter a Description giving concise details about the service request action.

8. Enter an action Resolution for the service request.

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.

10. Save your work.

After you save, the Launch Workflow and Dispatch buttons become active.

See Also

Dispatching Service Personnel

Viewing Action Audit History