Resolve a Service Request

Use the Resolve Service Request dialog box to enter simple and consistent resolution information of the SR such as outcome, resolution code, and solution description in one place.

All the information that you have already entered in the SR gets automatically populated in this dialog box when you open it.

Note: To use this feature, the profile option, SVC_ENABLE_RESOLVE_SR must be set to Yes.

1. In the Edit Service Request page, click Actions and select Resolve.

   This displays the Resolve Service Request dialog box for you to enter a solution in preparation for resolving the Service Request.

2. Select the Outcome from the drop-down list that best describes the outcome of the service request.

3. Select a Resolution Code from the drop-down list that contains detailed reporting codes describing how the chosen Outcome was achieved. The options available in this list are dependent on the value you selected in the Outcome list.

4. Enter the details explaining about the solution of the problem up to a maximum of 1000 characters in the Solution Description field. You can use a SmartText entry here.

5. Click Resolve.

Once you have captured the information in the Resolve Service Request dialog box, the information appears in a new Solution section in the Summary page. The Solution Description field is available throughout the lifecycle of the SR, so you can prepare notes and draft descriptions to validate them before the Service Request is formally resolved. You can also use this section to display additional fields, such as Resolved By (the name of the agent who resolved the SR), and Resolution Date (date and time of the SR resolution).