Overview of Service Request User Tasks

You can create and manage service requests once your sales administrator enables the service request offering. To create a service request (SR), select the Service Requests menu from the Navigator page, and on the Service Requests list page, click Create Service Request.

Here are some of the high-level user tasks that you can perform for service request management:

• Capture service requests

  You can capture new service requests through user data entry, APIs, or file import.

• Organize and assign service requests

  You can organize and assign service requests to queues either manually or using the Assignment Manager feature. You can also assign service requests to team members through the Assign To field in the service requests UI.

• Manage the lifecycle of a service request

  A service request typically moves through the statuses: New, Waiting, In Progress, Resolved, and Closed. You can modify the statuses per your requirements if you have sufficient privileges.

See the Using Fusion Service guide for more information about sales user tasks for service requests.

See the Implementing Fusion Service guide for more information about service requests setup tasks.