Create Request from Service Object 360
Explanation
Use this activity to create a Request for a service related
to an object which is in service object 360 page.
When a customer has a need for a service, you can create a Request from service
object 360 page to allow the service provider organization to start working
on to fulfill the customer requirement. Same New Request assistant will be open
with the Object you selected in service object 360 page. Same new request initiating
process can be followed.
When creating a Request, you can change the Customer with another which has
already defined as a party type for the object.
You can then select a pre-defined Service that will fulfill the customer
requirement and further select the Service Organization that will provide the
required Service. You can also specify the Location where the Service is required
as well as enter some information relating to how the Request should be classified
in terms of its Priority, Severity, and Importance.
Media items such as text files or images can also be attached to the Request
during the request creation process.
Prerequisites
- Customer should be defined in the Customer
page.
- If needed, Caller details should be defined
as a Customer Contact.
- The Service should be defined Service Catalog.
- The Service Organization needs to be connected to the Service in the
Service Catalog.
- If needed, the Location should be defined as a Visit Address in the
Customer page.
- Object should be defined in Objects page and
connected to the customer as a Party in the
Equipment Object Navigator or
Service Object 360.
System Effects
- A Request for a Service will be created.
- Request scope is created with the service and equipment
added.
- Work task - Service are created based on the standard
tasks defined in the service in Service Catalog. The work tasks will inherit
the Priority value of the Request if one is set upon creation.
- Price Rule and Price Rule lines are saved on Request Scope.
- Contact is added to the Request.
- Location and Address is saved on Request.
- Owner is added to the Request, defined by the ID of the User who created
the Request where that user is active and connected to the Request's Service
Organization.
- If a Service Object is connected to the scope, and if a person demand
is defined, the skills and competencies in the object will be copied to
the work tasks as additional qualifications.