Service Request

Service Request screen is used for registering a  request on behalf of the customer for the problems related to telecast, hardware, billing etc.

A Customer Service Representative (CSR) selects the priority of the request and links each problem with a category. At the time of complaint booking, based on the service request category you can create single/multiple work orders under the same service request. Later these work orders can be assigned to support staffs for attending the complaint.

To register a service request:

1. On the Customer Care module, click Service Request.

2. Retrieve details of the customer who wants to register the request. You can also click to browse for a customer.

3. Click Open or Close tab to view the list of open or closed tickets. By default, the latest open ticket will be selected and displayed in the view mode. The user can select the required service request number to modify the details.

4. Click New Service Request button to create new service request details.

5. In the Basic Information section, furnish the following details:

1. In the Date box, select the service request generation (complaint booking) date and time.

2. In the Area drop-down, select the area to which the request belongs.

Note: The areas defined in Service Request Area screen are displayed in the Area drop-down.

3. In the Type drop-down, select the type of request.

Note: The types defined in Service Request Type screen are displayed in the Type drop-down.

4. In the Category drop-down, select the category to which the request belongs.
   Note: The categories defined in Service Request Category screen are displayed in the Category drop-down.

5. In the Nature drop-down, select the sub category. If you select others in Nature, an additional text field appears. Type the required information in the text field provided.
   Note: The natures defined in Nature screen are displayed in the Nature drop-down.

6. In the Description box, provide description for the service request.

7. In the Priority drop-down, select Low, Medium, or High based on the urgency.

8. In the Status drop-down, select service request status.
   Note : The service request statuses defined in the Service Request Status screen are displayed in the Status drop-down.

6. In the Schedule and Assignments section, furnish the following details:

1. In the Preferred Date box, type or select the date on which the customer would like to get the service.

2. In the Scheduled Date box, type or select the date on which the service request is scheduled. Click icon to check the availability of the employee. Click here to view the process to schedule an available employee.

3. You may or may not assign the service request to the support staffs. In the Service Team box, specify the team to which you want to assign the service request. You can also click to browse for a service team. Click on the service team code to which you want to assign. The service team description appears in the main window.

4. The list of employees who belongs to the selected team appear in the Assigned To drop-down. Select an employee for attending the service request.

5. In the Next Call On box, select the date to override the next call date.

7. In the SMS section, select the following details:

1. Select the SMS To Employee check box to send an SMS to the assigned employee. Select the message template from the corresponding drop-down.

2. Select the SMS To Customer check box to send an SMS to the customer. Select the message template from the drop-down.

8. For creating work order under the service request, click the Add button in Task grid. A new row appears in the grid where you can enter the work order details.

9. In the Problem Description drop-down, select the description of the problem. The work order problem codes defined in the Work Order Problem screen are displayed in the drop-down.

10. Repeat the above steps to create multiple work orders and click  icon or Update button to update the work order details.

11. In the History panel, click Show All hyperlink to view the service request history if any changes are made to the service request.

12. In the Comments panel, select the Comment type from the drop -down and enter the comment notes related to service request in Comment Notes text box.

Note: The service request comments defined in Service Request Comment screen are displayed in Comment drop-down.

13. Click Save comment button to save the comment.

14. Click Clear button to clear the comment details.

15. Select the call type as Inbound or Outbound accordingly.

16. Click the Save button to register the service request. After you save the service request, a service request number and work order numbers are automatically generated.

To modify a service request:

1. Enter the Customer Number whose complaint details should be modified. Else, click the Search Lookup against the Customer # field. Enter the minimum required details in the searching fields and click the Search button. The details appear in Lookup Search pop up window. Select the required Customer Number link from the Search Results list in Lookup Search pop up window. The Customer Name and Address appear in the main window.

2. In the Service Request # box, type the service request number. Else, click the Search Lookup against the Service Request # field. Enter the minimum required details in the searching fields and click the Search button. The details appear in Lookup Search pop up window. Select the required service request number link from the Search Results list in Lookup Search pop up window. The service request details appear in the main window.

3. Click Open tab to view the list of open tickets.

4. Select the radio button against the Service Request # for which you want to modify the details.

5. Modify the service request details (The service request can be moved to any status other than "RESOLVED" status at any point of time). At the time of closing a service request, select status as Resolved. In the Resolution grid, select the appropriate resolution description and enter Notes.
   Note : The resolutions defined in Resolution Code for Service Request lookup code appear in Resolution Description drop-down.

6. Click Close tab to view the service requests that are resolved.

7. Select the radio button against Service Request # for which you want to modify the details.

8. You can only modify the filters in SMS section.

9. You can attach a file while modifying a service request. Click the attachment link to attach a file for the service request.
   Note : The allowed file formats are mentioned in Attachment File Type lookup code.

10. In Tasks section, you can click on the work order number to view the work order details. You can also click on Edit link against the work order number to modify the work order details. The page navigates to Work Order screen.

11. Click the Save button to apply the modifications.

To attach a document:

1. In the Service Request screen, Click icon to attach a document. The Attachments web page dialog box opens.

2. Click Browse against Attachment box to browse for the file.

3. Enter the description of the file.

4. Click Attach to upload the file.

5. Repeat the process to attach another document.

To view/ delete attachments:

1. In the Service Request screen, Click icon to attach a document. The Attachments web page dialog box opens.

2. In the Attachments web page dialog box, you can view document details like File Name, Size (KB), Type, Date, and Description.

3. Click File Name to view the document.

4. Click icon against the document to delete the document.

Note: You can attach any number of documents.

Notes:

• Multiple service requests can be booked for a single customer.

•  The Area and Type fields can be Enabled/Disabled based on the field requirement.

• Assign button appears if the user logged-in has the "Allow Assignment in Listing" privilege .

• A file can be attached while modifying a service request.

• Initially, a service request is booked with the status New-Unassigned. When all the work orders related to the service request are completed, the service request status can be changed to RESOLVED. In such case, resolutions adopted by the employee to fix the service request are captured.

• A service request cannot be closed without closing all the work orders associated to the service request.

• Provided Flex Table Attributes to create custom attributes that will be displayed in Additional Info panel.