Creating a Service Request from Account 360

You can create service requests from Account 360 in two ways:

• Use the Create Service Request option from the Smart Action bar to create a new service request for an Oracle Fusion account.
• Use the Create Service Request option from the Action menu to create a service request for a billing account.

When you create a service request, the system opens the Create Service Request drawer directly in Account 360, which you use to quickly generate a service request by completing a minimal number of fields. The values and options that are available in this drawer are determined by your Oracle Fusion Service settings. For additional information, see the following topics in the Oracle Fusion Service Help Center:

• How to Manage Smart Text Entries
• Service Request Categories
• Work Assignment and Routing

Create a Service Request

To create a service request from Account 360:

1. Access Account 360 for your account.
2. Use one of the following methods to continue:
   • To create a service request for a Fusion account, enter and then select Create Service Request in the Smart Action bar.
   • To create a service request for a billing account, first select your billing account, and then select Create Service Request from the Action menu.
3. The system opens the Create Service Request drawer.
4. Complete the following fields:
   • Primary Contact: Select a name from the list, or click the + button to create a new contact. If you create a new contact, the system brings you to the Oracle Redwood Sales system, where you can create and save a contact. After you save your new contact, you must click on the Primary Contact field again for the new contact to appear in the list. For information about using the Contact Page, see the Accounts and Contacts chapter in the Using Sales in the Redwood User Experience Guide.
   • Title (Required): Specify a title for the service request.
   • Problem Description: Specify the details related to the service request. Note that if your organization has implemented SmartText in the Fusion Service system, you can enter #<text> to find SmartText options to help you complete this field.
   • Category: Select a category or leave this field blank.
   • Severity: Select an option, or use the default value of Low.
   • Assign To: Specify a person to assign to the request or leave this field blank.
5. Click Create at the bottom of the drawer.
6. The system opens the service request in Oracle Fusion Service, where you can add additional detail.
7. Save your changes and click your browser back button to return to Account 360.
8. For additional information about working with service requests, see "Service Requests" in the Using Service Center in the Redwood Experience Guide.