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Service and Communications > Service Requests > Service Request Fields
Service Request Fields
Use the Service Request Edit page to add a service request or update details for an existing service request.
TIP: You can also edit service requests on the Service Request List page and the Service Request Detail page. For more information on updating records, see Updating Record Details.
The Service Request Edit page shows the complete set of fields for a service request, as shown in the following table.
NOTE: Company administrators can customize your application in a variety of ways, such as changing names for record types, fields, and options in drop-down lists. Therefore, the information you see onscreen might differ from the standard information described in this table.
The following table provides additional information regarding some fields.
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Field
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Description
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Contact Information
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SR Number
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Service request ID. System-generated.
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Account
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Account linked to the service request.
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Contact
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Contact linked to the service request.
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Work Phone #
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Work phone number of the contact. Inherited from the Contact record.
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Email
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Email address of contact. Inherited from the Contact record.
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Address
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Address of contact or account for whom the service request is performed. You can select this address from a list of addresses associated with the account or the contact that is related to the service request record.
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Service Detail Information
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Area
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Category of service request, such as Product, Installation, Maintenance, Training, Other.
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Cause
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Reason for service request, such as Unclear Instructions, User Needs Training, Existing Issue, New Issue, Other
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Type
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Type of service request, such as Question, Issue, Enhancement Request, Other.
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Source
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Method by which service request is received, such as Phone, Web, Email, Fax.
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Priority
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Indication of priority, such as 1-ASAP, 2-High, 3-Medium, 4-Low.
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Status
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Status of service request, such as Open, Pending, Closed, Open-Escalated, Cancelled. Some filtered lists and reports use the Status field to determine which service requests to include.
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Opened Time
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Date and time you created the service request. System-generated.
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Closed Time
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Date and time status of service request changes to Closed. System-generated.
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Owner
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The alias of the owner of the service request record.
Generally, the owner of a record can update the record, transfer the record to another owner, or delete the record. However, your company administrator can adjust the access levels to restrict or expand a user's access.
The value in the Owner field affects which records are included in reports that you or your managers run from Reports and Dashboard pages.
Depending on the record ownership mode that your company administrator sets up for the record type, you might see the Owner field, or the Book field, or both of these fields on the record Detail page, and one or both of the fields might be blank. For more information about record ownership modes, see About Data Access, Record Sharing, and Record Ownership.
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Reassign Owner
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Indicates that the service request should be reassigned. If your company administrator has set up service request assignment rules, selecting this field triggers the assignment manager in Oracle CRM On Demand to process the service request again and assign it according to the rules. The assignment manager can reassign records only to users. It can reassign records only if the record type is configured in the user mode or mixed mode of record ownership. The assignment manager cannot reassign records if the record type is configured in book mode. For more information about record ownership modes, see About Data Access, Record Sharing, and Record Ownership.
NOTE: When you select this check box, the name in the Owner field changes when you save the record. However, depending on the complexity of your company's assignment rules, the number of records to be reassigned and the current system load, it may take some time for the tasks that are automatically performed to be completed, for example, sending the notification email.
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Additional Information
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Subject
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Summary of service request.
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Description
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Additional information about the service request. Limit of 16,350 characters.
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Vehicle
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The Vehicle ID Number (VIN) if a vehicle is associated with the service request.
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Oracle Social Engagement and Monitoring Fields
If you are using Oracle Social Engagement and Monitoring, your administrator may add some or all of the following fields to the Service Request page. For more information, see About Oracle Social Engagement and Monitoring.
Field
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Description
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Social Media
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The ID for the social media record for an issue.
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Social Media: Author Link
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The URL to the profile of the author on the social media site.
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Social Media:Community
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The name, such as Facebook or Twitter, of the social media site where the message was posted.
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Social Media:Influence Score
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The influence score as sent by the partner.
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Social Media:Post Data
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The social media post data.
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Social Media:Post Link
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The URL to the social media post.
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Social Media:Publish Date
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The date the message was posted.
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Social Media:Sentiment Score
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The sentiment score as sent by the partner.
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Social Media:Topic
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The name of the post's topic as extracted from the post.
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