Overview of Summary Details for Partner Service Requests

The summary details for your service request capture the basic information required for the service teams to understand the problem. Your administrator must configure the layout of this form to include partner-specific fields.

While some of the fields are self-explanatory, the following table lists and describes the fields in the summary information section.

Field	Description
Product	You select the product group or product associated with the SR.
Partner Account	For a partner user, the Partner Account field is set by default to the account that the user represents. If this field isn't already set, select a partner from the list. This field is mandatory.
Primary Contact	When you associate a partner account with an SR, the Primary Contact field is the partner contact associated with the partner account. If this field isn't automatically set, then search and select a partner contact. Note: Don't create a new partner contact from the search dialog box. To create a new partner contact, go to the Partner Administration user interface.
Severity	The severity of the problem.
Critical	You select this option to include the service request in the reporting metric about critical SRs. It doesn't affect the service request resolution.
Status	Indicates whether the SR status is new, in progress, resolved, waiting, or closed. When you create a new SR, the status is set to New. Note: If the status of an SR is Closed, you can't do the following: edit any field in the SR, add a message, or reopen the SR.
Problem Description	Enter a description for the problem. You can use a SmartText entry here.
Solution Description	The Solution Description field is available throughout the lifecycle of the SR. You can prepare notes and draft descriptions, and validate them before you formally resolve the SR. You can use a SmartText entry here.