1. Field Service Guide
  2. Generating Change Requests from Service Requests

Generating Change Requests from Service Requests

Occasionally, a change request (CR) originates from a customer by way of a service request. If the technical support person who receives the service request for a customer decides that it represents a product issue, then this person can log a CR for the service request.

For more information about service requests, see Service Requests and Solutions.

To generate a change request from a service request

  1. Navigate to the Service screen, then the Service Requests List view.

  2. Drill down on the SR number (#) field for a selected service request, and click the Change Requests view tab.

  3. In the Change Request list, add a new CR record.

    Note: In addition to adding existing records in the Change Request list, you can create a new record. First add the required fields to the list. Click the menu button, and select Columns Displayed. In the Columns Displayed dialogue box, move the required fields from the Available Columns list to the Selected Columns list, and click Save.

    Additional required fields are described in the following table.

    Field Comments

    Area

    Select the functional product area for the CR.

    Subarea

    Select the functional product area subdivision related to the Area field that you select. When you select a value in this field, the Product Line, QA Owner, and Engineering Group fields are automatically populated.

    Status

    Displays the status of the CR.

    Substatus

    Displays the substatus of the CR.

    Severity

    Select an assessment of the seriousness of the issue.

    Database

    Select the type of database running in the environment.

  4. Complete the fields as appropriate from the information in the service request.

    Some fields in the Change Requests view are listed in the table in Closing Resolved Change Requests.

  5. In the Change Request list, drill down on the Change Request number (#) field.

  6. In the Comments field of the More Info form, note that this CR originated from a service request, and add any additional relevant information.

    The new CR appears in the Customer Change Requests view of the Quality screen.