Service Request
Represents a request for service or support.
The Service Request business object represents a request for service or support. It provides a central place to track the request, type, priority, status, customer, contact, assignment, reporting details, discussion, and supporting information.
Description
Use the Service Request object to record and manage incidents, service requests, maintenance, repairs, installations, inspections, information requests, complaints, and other support needs. It can connect the request to a Customer and Contact, assign responsibility, track priority and status, record who reported the request and when, and maintain detailed notes and ongoing discussion.
Included Fields
Service Request
- Service Request Number
- Request Title
- Service Request Type
- Priority
- Status
Assignment
- Assigned To
Reporting
- Reported By
- Reported Date
Customer
- Customer
- Contact
Details
- Details
- Discussion
Common Uses
- Customer Support: Track service and support requests from customers.
- Incident Management: Record and manage operational or customer incidents.
- Maintenance and Repair Requests: Capture requests for maintenance and repair work.
- Installation and Inspection Requests: Track requested installations and inspections.
- Information Requests: Manage requests for information or assistance.
- Complaint Tracking: Record and follow customer complaints through resolution.
Related Business Objects
Operations
Assets
Documents
Included Features
- Automatic Service Request Number generation
- Required Request Title
- Service request type classification
- Priority tracking
- Service request status tracking
- User assignment
- Customer reference
- Contact reference
- Automatic Reported By tracking from the record creator
- Automatic Reported Date tracking from the record creation date
- Rich text request details
- Discussion comments