Many support organizations need to transfer unresolved high priority issues between their various support centers. As one support center closes after its normal working hours, any critical issues that have shorter SLAs can be transferred to another support center, which is starting its normal working hours.
For example, ABC Corporation has two support centers - one located in Denver, USA and another in Perth, Australia. When the support center in Perth completes its working day at 5.00 pm AWST, the support center in Denver, USA starts its normal working day and vice versa. Any high priority unresolved issues must be transferred to the support staff in Denver to the Perth support center for action. Since support centers deal with multiple issues; these must be transferred from one resolving group to another with some information about the service requests.
The Mass Service Update Request feature allows you to update more than one service requests in a single operation.
You can search for a group of service requests and select them for mass update.
With the Mass Service Request Update feature, you can:
Reassign a group of service requests.
Add a common note to a group of service requests.
Change the status of a group of service requests.
Use the following steps to update a group of service requests simultaneously.
Search for the service requests.
Select the relevant service requests.
Update the service requests.
Confirm the update.
You can search for service requests to be updated based on different search criteria, including any extensible attributes you have set up to capture additional service request information. For example, you can search for all service requests created for a customer within the last week, or search for all service requests that have been escalated, or all requests that have missed a deadline and so on.
You can also search using other non-indexed extensible attributes using the Service Request Additional Attributes. When you add an attribute using the Add Attribute list, it appears as a field below the default search criteria.
To save your search criteria for reuse, track service requests of a colleague who left on vacation, for example, or to track escalated service requests of your support group, perform a search and click Save Search As on the results page. All saved searches are displayed on the Search page.
You can modify any or all of the following attributes for a group of service requests in a single update operation:
Status
Resolution Code
Group
Owner
You can add a note to all service requests that have been selected for mass update. You can specify the following attributes for a note:
Note Type
Visibility
Note
You can reassign a group of service requests to a resolving group by changing the group or the owner.
Automatic Assignment of Service Requests
Service requests can be automatically assigned to a group or owner if you select the Auto Assign Group and Auto Assign Owner check boxes respective. The Service: Real-Time Automatic Assignment of Service Requests in Agent-Facing Applications profile option must also be set to Yes to enable automatic assignment.
Some of the rules that apply to the group and owner assignment when automatic assignment is enabled are listed below:
Automatic Assignment Rules for a Group
If the agent does not select a value for the Group and does not select the Auto Assign Group check box, then the Group attribute is not updated for the selected service requests.
. If the agent does not select a value for the Group and selects the Auto Assign Group check box, the Auto Assignment process will assign a group to the selected service requests. If a value is already specified for the group, then it is overwritten.
. If the agent selects a value for the Group and does not select the Auto Assign Group check box, then the selected service requests are updated with the value that the agent selected.
. If the agent selects a value for the Group and selects the Auto Assign Group check box, then the selected service requests are updated with the value that the agent selected.
Automatic Assignment Rules for an Owner
If the agent does not select a value for the Owner and does not select the Auto Assign Owner check box, then the Owner attribute is not updated for the selected service requests.
If the agent does not select a value for the Owner and selects the Auto Assign Owner check box, the Auto Assignment process will assign an Owner to the selected service requests. If a value is already specified for the Owner, then it is overwritten
. If the agent selects a value for the Owner and does not select the Auto Assign Owner check box, then the selected service requests are updated with the value that the agent selected.
If the agent selects a value for the Owner and selects the Auto Assign Owner check box, then the selected service requests are updated with the value that the agent selected.
On update of service requests, the confirmation window displays a list of service requests that are successfully updated and service requests that are not updated with the appropriate error message.