Associating Decision Issues with Service Requests

Decision issues are explanations that can help to resolve service requests. You can use these explanations in your company, and you can provide them to customers. You associate a decision issue with your service request so that this information is readily available from your service request.

To associate a decision issue with 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 Decision Issues view tab.

3. Create a new decision issue record, and complete the fields as appropriate.

4. To see more information related to the decision issue, drill down on the Name field for the decision issue, and complete the following steps:

   1. Click the Attachments view tab to view attachments related to the decision issue.

   2. Click the Literature view tab to view literature related to the decision issue.

   3. Click the Related Issues view tab to view other issues related to the decision issue.