Creating a Service Request from the Customer Dashboard

You can use the action menu option at the top of the Customer Dashboard to select the Create Service Request option, which enables you to create a new service request for your customer.

When you create a service request, the system opens the Create Service Request drawer, which you use to quickly generate a service request by completing a minimal number of fields.

Note:

Optionally, utilities can configure their system to automatically generate a case in their Customer Information System (CIS) when creating a service request. Be aware that the case and the service request are created at the same time, and share the information used to create the service request, but once created, they are separate, unrelated records that can be managed individually.

The values and options that are available in the Create Service Request drawer are determined by your Oracle Fusion Service settings. For additional information, see the following topics in the Oracle Fusion Service Help Center:

Create a Service Request

To create a service request from the Customer Dashboard:

  1. Access the Customer Dashboard for your customer.
  2. Click the Action menu at the top right, and then select Create Service Request.
  3. The system opens the Create Service Request drawer. The Account and Billing Account fields are automatically populated based on the customer and billing account you are viewing.
  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 Oracle Sales Help Center.
    • 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.

      Note:

      If your system is configured to create a case in your CIS when you create a service request, you must select a value in this field. The values that display in this field are from Oracle Fusion, and are mapped to corresponding case types in our CIS.
    • 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. A message appears at the top of the screen confirming the creation of the service request, and if applicable, the corresponding case.
  7. The service request and the case (if applicable) are now displayed in the Activity section of the form, and you can click the hyperlinked title to view the record in it's source system.

For more information on service requests and cases, see:

Parent topic: Using the Account Header