Service Request Status

Service Request Status screen helps you to define the status of a service request. These details are used while dealing with service requests. The defined statuses are displayed in the Service Request screen. This screen also helps to modify the statuses.

Follow these steps:

  1. On the System Administration menu, point to Customer Care, and then click Status.

  2. In the Response Status box and the Description box, enter the code and description of the service request status respectively.

  3. In the Status drop down, select the status as Active to make the service request status visible in the Status drop down of the Service Request screen.

Note: Select the status as Inactive. The service request status is not displayed in the Status drop down of the Service Request screen if the status is Inactive.

  1. Select Capture Resolution Code check box to capture resolution code and resolution notes details for the corresponding response status.

Note: If Capture Resolution Code check box is selected for any status, then Resolution Code and Resolution Notes options will be displayed on selection of that status in Service Request, Work Order, and Bulk Break Down screens.

  1. Click Save to save the service request status details.

Modify status details:

  1. To modify an existing service request status, enter the response code in Response Status box. You can also click  to browse for a status code.

The status details are displayed in the respective fields.

  1. Modify the required details and click Save to apply the modifications.

Note:  If Capture Resolution Code check box is selected for any status, then Resolution Code and Resolution Notes options will be displayed on selection of that status in Service Request, Work Order, and Bulk Break Down screens.

For instance, select Capture Resolution Code property for Waiting for Customer Response Status. In Service Request screen, if you select the status Waiting for Customer Response and the customer does not respond within the specified time, then it allows the user to temporarily close the ticket by entering resolution Code and Notes  details in Resolution grid.

Since we cannot re-open the ticket that has been closed and resolved, we can use Capture Resolution Code property to mark the tickets as temporarily closed by capturing resolution code and resolution notes for the corresponding status. These tickets can be reopened and resolved.