Service Requests
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Introduction
The Service Request form is used to manage the request fulfilment proceeses. A number of different tools are provided to help you record information against the Service Request, communicate with the customer, and collaborate with your co-workers.
Features
Heads-Up Display
The Heads-Up Display is a graphical representation of the business process that support the Service Request. This is an optional display which uses the stages and checkpoints within a process to visualize the progress.
- The entire process is displayed as a grey bar with circles representing the different stages
- The active stage is represented by a large green circle followed by a connector to the next stage
- The connector will progressively turn green until the next stage is reached
- Checkpoints are displayed below each stage
- Grey Checkpoints are yet to be completed
- Completed Checkpoints are represented with a green check mark
- The Heads-up Display shows just the Stages, and when the mouse if moved over the Heads-up Display, the Checkpoints are exposed
- The Heads-up Display can be Pinned to make the display of the Checkpoints persistent on all Incidents
Action Bar
The Action Bar contains the majority of functions that you can apply to a Service Request. These actions are placed near the top of the Service Request form and collected together to allow for quick access to update the Service Request. The available Actions can be either made visible or hidden for different types of Service Requests, based on the Service they are associated to. The supporting Business Process Workflow that sits behind the Service Requests can enforce the display of an action when that action is required to be completed.
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- The Update Action within a request is used for posting information into the Timeline which can be used for collaborating with your team members.
- Capture information taken from a phone call with a customer. If there is no answer, schedule a call back.
- Add images, documents, pdfs, and more directly to this request
- Link this request to other requests
- Link other related Services to the request
- Add Authorisers to a Request
- Send an email directly from the request
- Change the current customer assigned to the request to another customer
- Reassign the request to another team or user
- Reset the Priority for this request
- Associate One or more assets to this request
- See what Boards this request is on or add it to a Board
- Capture resolution details
- Raised by mistake? Use this option to cancel a request
Information Box
Customer
If a customer is added to the request, a customer collapsable section will be visible on the request containing the following contact information about the customer.
- Name (Handle)
- ID (Link to profile)
- Organisation
- Phone
- Mobile
Remove
If it is required a customer can be removed from the request by selecting the Remove option in the Customer Details section. A timeline update will reflect this action.