Enter Service Request Details Summary Information

After you have created an SR, open the Service Request Details Summary page if you must enter more information about the SR. For information about creating an SR and accessing the Service Request Details Summary page, see the "Create and Edit a Service Request" topic.

When an SR is created from an email received from a customer, fields such as title, primary contact, account, and channel are set on the SR. For more information about how the various fields are set on the SR, see the Implementing Service Center with the Classic User Experience guide.

Note: If the status of an SR is closed, you can't edit any field in the SR, add a message, or reopen the SR.

Field	What you enter in the field
Account	Select the account associated with the service request. Note: If the account associated with the SR is merged with another account later, then the account remaining after the merge is associated with the SR.
Primary Contact	Select the primary contact for the account. The account and the primary contact must be related to one another. Depending on your selection, the following happens: If you select an account, then the contacts of only that account are listed for search. If you don't select an account, then all contacts are available for search. If you attempt to change an account after selecting a primary contact, a message displays confirming the deletion of the invalid contacts associated with the service request. If you select Yes, the invalid contacts associated with the account are deleted. Note: If two contacts are merged, you may see a change in the primary contact of an SR. The contact remaining after the merge is now associated with the SR, as it replaces the merged contact.
Severity	Select the SR severity.
Critical	Select this option to include the service request in critical SR reporting metrics. It doesn't affect the service request resolution.
Category	Select an SR category either from the drop-down list, or use the type-ahead feature to start typing and quickly find the category you want. As you type, the SR categories that match are highlighted hierarchically. Note: To enable this feature, set the profile option, SVC_TYPEAHEAD_CATEGORY_LOV_ENABLED to Yes. You can also click the folders icon, and select the category from the dialog box. Expand or collapse category groups to navigate through the hierarchies. You can select a category at any level in the hierarchy for Service Requests. Click OK once you have selected the category you want.
Product	Select the product group or product that's associated with the SR. Note: If you receive a message stating the selected product is invalid for the service request business unit, ensure that the product is part of the organization specified in the QSC_SALES_PRODUCTS_INVENTORY_ORG_ID profile option.
Queue	Select a queue to which the SR is assigned.
Assigned To	Select the resource owner of the service request who appears as the primary member in the SR team. This field is available only to users with the following duty roles: Service Request Troubleshooter Service Request Power User Service Request Channel User The field isn't available to users with the Contributor role, such as sales representative.
Channel Type	Select a channel that the SR was originally sent through. You can select Email, Phone, or Web channel.
Status	Select the status of the SR.
Attachment	Add an attachment to the SR by selecting a file type, browsing, and uploading an attachment. You can attach different file types such as Microsoft Word documents, Microsoft Excel spreadsheets, Microsoft PowerPoint presentations, Text documents, Portable Document Format (PDF) documents, Videos (MOV, and so on), and Images (JPEG, and so on). You can't attach .exe files. If the Category field is available, select Miscellaneous category for attachments that you want to share with the customer. Select Internal category for attachments that you want to share only within the team. Note: Don't select the Inline Attachments category when you add an attachment to a service request or to an SR message.
Tag	Add an existing tag or a new tag to the SR. You can associate multiple tags to an SR. This gives you flexibility to search for or organize SRs based on your requirement, without modifying the main category hierarchy. For more information about tags, see "Tags for Service Requests".
Problem Description	Describes the nature of the SR. You can use SmartText entries. You can move the Problem Description field within a field group in the Page Layout of the Service Request details page. You use this page to modify the layout by moving the placement of the Problem Description up or down within the page layout. To know more about how to configure the field within a field group, read the Dynamic Page Layouts section in the Extending Sales and Service Guide.
Solution Description	Available throughout the lifecycle of the SR. You can prepare notes and draft descriptions, and validate them before formally resolving the SR. You can use SmartText entries.
Asset	If you have an Asset field enabled on the Summary details, you can associate the required asset from the drop-down list. Assets are specific instances of products that your customers have purchased. They typically have a serial number, date of purchase, date of installation, and so on. If you select an account for the SR, then you can select an asset for that account, using the Asset drop-down list. If you don't select an account but associate a contact with the SR, then you can pick an asset for the contact. If you don't select an account or a contact, you can't select an asset.