Viewing and Updating Service Requests
View each service request on line for current information or historical occurrences. Review historical information to show trends for a quality impact. You can also view information about the customer, the customer product, and any service requests. You can use the View Service Request window to find previous service requests for a combination of product, customer, severity, etc.
To view a service request:
The Find Service Requests/Actions window appears.
2. Enter or choose data from the available fields to identify the record to view. You can narrow your search by entering a Service Request number, a Customer, Type, or any combination of the available fields. To begin your search, choose Find.
Note: From this window you can perform a search to find the record to view. By placing a keyword(s) in the Keywords field, you can then specify the general area to conduct the search: Summary, Resolution, Problem, Comments, or a combination. After defining the search, you can choose the area to display: Requests, Actions, Request Links, or a combination of these. For more information on searching, see: Searching the Knowledge Base.
3. Select the record to view from the Service Requests Summary window, then choose Open.
Note: Do not modify your service request in the Service Requests Summary window.
4. Optionally navigate to the following alternative regions to update information:
- Address: Bill To, Ship To
See Also
Entering Service Requests
Entering Service Request Actions