Modify Lookups

Administrators can modify lookups for service requests . Optionally, you can map status values to status types. By default, the following five Status types exist for service requests:

• New

• In Progress

• Waiting

• Resolved

• Closed

A service request always has one of these status types. However, administrators might want to display different labels for status types or change the display sequence. For example, this might be useful in situations where you want to distinguish between statues such as "In Progress - Troubleshooting" versus "In Progress - Repairing." This procedure maps one or more Statuses to status types.

The following tasks are used to modify the service request lookups:

• Manage Service Request Internal Priorities

• Manage Service Request Sources

• Manage Service Request Resolutions

• Manage Service Request Outcomes and Resolutions

• Manage Service Request Severities

• Manage Service Request Channel Types

• Manage Service Request Channel Type Visibility

• Manage Service Request Problem Types

• Manage Service Request Contact Relationship Types

• Manage Service Request Status Values

• Manage Service Request Profile Options

• Manage Service Request Categories

• Manage Service Request Knowledge Profile Options

• Manage Service Request Parts Order Disposition Options

To modify lookups:

1. In the Setup and Maintenance work area, go to the following:

   • Offering: Service

   • Functional Area: Service Request

   • Task: Select all tasks and click the task you want to modify.

2. In Lookup Codes, click the lookup code that you want to modify.

3. Modify the fields to correspond to your needs.

4. Click Save and Close.

5. Repeat the procedure for all of the service request lookup tasks.

The service request lookup is modified.