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Resolving Service Requests (End User)

Complete the tasks in this topic to resolve service requests.

This topic contains the following related information:

• Recording Resolutions for Activities in Service Requests
• Closing Service Requests
• Conducting Customer Satisfaction Surveys

This task is a step in Process of Managing Service Requests.

Recording Resolutions for Activities in Service Requests

After you complete and resolve an activity in a service request, you can record this resolution in a service request.

To record a resolution for an activity in a service request

1. Navigate to the Service screen, then the Service Request List view.
2. Drill down on the SR number (#) field for a selected service request, and click the Activities view tab.
3. Drill down on the Type field for the selected activity, and click the More Info view tab.
4. In the Resolution field, select a resolution.

Closing Service Requests

After you complete all of the work associated with a service request, you can close the service request.

NOTE:  After closing a service request, the record is read-only. You must change the status of a service request back to Open before you can change the record.

To close a service request

1. Navigate to the Service screen, then the Service Request List view.
2. Select the service request you want to close, then in the Status field, select Closed.

   The Substatus field changes to Resolved, and the date and time in the Closed field is set to the current date and time.

Conducting Customer Satisfaction Surveys

After you close a service request, you can record (in a customer satisfaction survey) customer responses to questions about the effectiveness of service. These responses determine a customer satisfaction score.

To conduct a customer satisfaction survey for a service request

1. Navigate to the Service screen, then the Service Request List view.
2. Drill down on the SR number (#) field for a selected service request, and click the Surveys view tab.
3. Create a new survey record, and complete the fields as appropriate.