Service Configuration
This documentation is incomplete.
You must configure standard services and service categories to use the service catalog. These setups are not required for creating standard services manually.
Standard service is owned by the support & service module. However, the service category is owned by "Master Data" modules. Thus, you need to create a category menu in the master data area to create/update categories.
You can only view all categories created for the service module using the service module.
Standard Service
It's advisable to create standard services and use the service category browser to create standard services. However, the system allows you to create standard services using the standard service screen.
Header
To view/create/update a standard service header, navigate to the "standard service" search screen from your dashboard/favorite.
Click on create a new button to create a new standard service header; by manually entering all the information.
Copying an existing standard service header to a new standard service header is always better than manually entering all the data to create a new standard service header. The application lets you update all the details before confirmation; you can configure which fields are view-only after the confirmation.
Enter the organization/standard service header details or any other criteria in the search form and click on the search button to view an existing standard service header.
The system will show you all the standard service headers if you don't enter organization/request details. If your organization configures any mandatory search field, you must enter those fields to search standard service headers.
For the first search of any entity, there is no difference between using the search or view button. The application always fetches data from the server. However, after the first search, if you click the view button, the application will show if any cached result is available on the local device for the same search criteria. If you click the search button, the application will fetch data from the server and take you to the search result screen.
The search result screen looks a bit different on desktop and mobile devices.
To view the search result in a table format, click on the table icon in the bottom left corner.
To open a specific standard service header, click on the menu of that record, and click on view/fetch & view.
You can also click on the expand icon against any item on the search result screen to view the standard service header details such as standard service description, requestor, status, etc.
If the request opens in content view mode, click on the display settings to change the display. Select either standard/compact view mode in the form field.
Service Category: Select a service category from the list of values. Service category defaults team and "assigned to" person
Assigned To Team: Select a team that will work on the standard service. If your organization uses a triage team to review and assign all standard services, then select the name of the triage team. You can also configure the application to default the value from the service category.
Description: Enter the service's details in the description field. It's a mandatory field and is shown as a multi-line text field. You can use markdown language in this field.
Double-click on the field to view the description in a larger area, and the application will show the field on a separate popup screen.
Resolution Details: Not required to be entered by the requestor. You can also hide this field by creating a separate view. The team/person who completes the standard service can enter the resolution details before completing/closing a standard service.
Scroll left, right, up, and down to view all the details. The standard service header line and details are shown in a separate tab. The default configuration shows fields in various functional groups, such as
- Finance
- Entity
- Reference
- Data
- Control
- Etc
The reference groups show various ids for reference only. You don't need to enter any information in this section. When you save a transaction doc for the first time, the system will auto-populate the newly created header id and line ids.
You can configure the application to show which fields should be under which group. You can also create new groups as per your business requirements.
All Fields
| Name | Sequence | Label | InputType | Field Group |
|---|---|---|---|---|
| 10 | vvServiceCategory | Service Category | defferedSelect | DEFAULT |
| 10 | vvServiceCategoryDescription | Service Category Description | text | DEFAULT |
| 20 | vvAssignedToTeam | Assigned To Team | defferedSelect | DEFAULT |
| 30 | vvAssignedTo | Assigned To | defferedSelect | DEFAULT |
| 40 | vvBuOrg | Bu Org | defferedSelect | ENTITY |
| 50 | vvBuOrgCode | Bu Org Code | defferedSelect | ENTITY |
| 60 | ssStandardRequestId | Ss Standard Request Id | text | REFERENCE |
| 70 | subject | Subject | textField | DEFAULT |
| 80 | description | Description | textField | DEFAULT |
| 90 | requestNumber | Request Number | textField | DATA |
| 100 | arCustomerId | Ar Customer Id | defferedSelect | REFERENCE |
| 110 | arCustomerSiteId | Ar Customer Site Id | defferedSelect | REFERENCE |
| 120 | invSerialNumberId | Inv Serial Number Id | defferedSelect | DATA |
| 130 | invItemMasterId | Inv Item Master Id | defferedSelect | REFERENCE |
| 140 | impact | Impact | select | DEFAULT |
| 150 | priority | Priority | select | DEFAULT |
| 160 | reason | Reason | text | REFERENCE |
| 170 | escalation | Escalation | textField | DEFAULT |
| 190 | requestType | Request Type | textField | CONTROL |
| 200 | requestClass | Request Class | textField | DEFAULT |
| 210 | buOrgId | Bu Org Id | defferedSelect | REFERENCE |
| 220 | assignedToTeamId | Assigned To Team Id | defferedSelect | REFERENCE |
| 230 | assignedToEmployeeId | Assigned To Employee Id | defferedSelect | REFERENCE |
| 240 | objectCategory | Object Category | select | DEFAULT |
| 250 | srcEntityName | Src Entity Name | defferedSelect | DEFAULT |
| 260 | srcEntityId | Src Entity Id | text | REFERENCE |
| 270 | ssRequestCategoryId | Ss Request Category Id | text | REFERENCE |
| 280 | mdmCategoryId | Mdm Category Id | defferedSelect | REFERENCE |
| 290 | imagePath | Image Path | textField | DEFAULT |
| 300 | invLotNumberId | Inv Lot Number Id | defferedSelect | DATA |
| 310 | costBudget | Cost Budget | textField | FINANCE |
| 320 | icon | Icon | deferredSelect | DEFAULT |
| 5180 | docStatus | Doc Status | text | CONTROL |
| 5330 | createdBy | Created By | text | REFERENCE |
| 5340 | creationDate | Creation Date | text | REFERENCE |
| 5360 | lastUpdateDate | Last Update Date | text | REFERENCE |
| 10350 | lastUpdatedBy | Last Updated By | text | REFERENCE |
Task
Standard service tasks specify all the tasks that must be completed to complete a standard service. Each task represents a specific unit of work and is assigned to a single team and to a particular employee who takes ownership of the task.
You can add multiple lines(standard service tasks) to each standard service header.
Navigate to the lines tab to view/add/update lines.
Click on the add new entity to add a new line. If a line already exists, click on copy entity to copy all the details.
You can enable/disable fields allowed to be copied in the menu configuration.
Requested By: If you are creating the task on behalf of a different person, enter the original requestor's name.
Assigned To Team: Select a team that will work on the service task. Select the triage team's name if your organization uses a triage team to review and assign all service tasks.
Description: Enter the task details in the description field. It's a mandatory field and is shown as a multi-line text field.
Problem Details: You can enter the task details and the problem it's trying to resolve in the problem details field. The field is shown as a multi-line text field and supports markdown language.
The reference groups show various ids for reference only. You don't need to enter any information in this section. When you save a standard service header for the first time, the system will auto-populate the newly created header id and line ids.
Scroll left, right, up, and down to view all the details. The default configuration shows fields in various functional groups, such as
- Finance
- Entity
- Reference
- Data
- Control
- Etc
Enter all the other fields and click the save button to save the standard service header. The app will post all the data to the server and show you returned message from the server.
All Fields
| Name | Sequence | Label | InputType | Field Group |
|---|---|---|---|---|
| 10 | vvRequestedBy | Requested By | defferedSelect | DEFAULT |
| 10 | vvAssignedToTeam | Assigned To Team | defferedSelect | DEFAULT |
| 20 | vvAssignedTo | Assigned To | defferedSelect | DEFAULT |
| 30 | vvClosedBy | Closed By | defferedSelect | DEFAULT |
| 40 | ssTaskId | Ss Task Id | text | REFERENCE |
| 50 | requestedByEmployeeId | Requested By Employee Id | defferedSelect | REFERENCE |
| 60 | subject | Subject | largeText | DEFAULT |
| 70 | description | Description | textArea | DEFAULT |
| 80 | taskNumber | Task Number | textField | DATA |
| 90 | reason | Reason | text | REFERENCE |
| 100 | ssServiceRequestId | Ss Service Request Id | text | REFERENCE |
| 110 | ssIncidentId | Ss Incident Id | text | REFERENCE |
| 120 | ssStandardRequestId | Ss Standard Request Id | text | REFERENCE |
| 140 | taskType | Task Type | textField | CONTROL |
| 150 | problemDetails | Problem Details | textArea | DEFAULT |
| 160 | resolutionDetails | Resolution Details | textArea | DEFAULT |
| 170 | hdChangeRequestId | Hd Change Request Id | text | REFERENCE |
| 180 | closeCode | Close Code | textField | DEFAULT |
| 190 | objectCategory | Object Category | select | DEFAULT |
| 200 | closedByEmployeeId | Closed By Employee Id | defferedSelect | REFERENCE |
| 210 | closedDate | Closed Date | date | DATE |
| 220 | assignedToTeamId | Assigned To Team Id | defferedSelect | REFERENCE |
| 230 | assignedToEmployeeId | Assigned To Employee Id | defferedSelect | REFERENCE |
| 240 | ssProblemId | Ss Problem Id | text | REFERENCE |
| 250 | srcEntityName | Src Entity Name | defferedSelect | DEFAULT |
| 260 | srcEntityId | Src Entity Id | text | REFERENCE |
| 270 | imagePath | Image Path | textField | DEFAULT |
| 280 | icon | Icon | deferredSelect | DEFAULT |
| 5130 | docStatus | Doc Status | text | CONTROL |
| 5290 | createdBy | Created By | text | REFERENCE |
| 5300 | creationDate | Creation Date | text | REFERENCE |
| 5320 | lastUpdateDate | Last Update Date | text | REFERENCE |
| 10310 | lastUpdatedBy | Last Updated By | text | REFERENCE |
Comment
The comments section shows all the existing comments created against the standard service. The comments are not copied to a service request when a user uses the standard service to create a new service.
Navigate to the lines tab to view/add/update comments.
If comments exist system shows them in a list. The system displays a button to add the first comment if no comment is posted for the entity.
You can create new comments and take the below actions on existing comments.
- Update own comment
- Delete your own comment
- Vote against any comment
Service Category
To view service categories, navigate to the "service category" search screen from your dashboard/favorite.
The service category screen only shows all the master categories created for the service module. You can't create/update categories on this screen. Check the master data category section on how to create a category.
Enter the organization/service category details or any other criteria in the search form and click on the search button to view an existing service category.
The system will show you all the service categories if you don't enter organization/request details. If your organization configures any mandatory search field, you must enter those fields to search service categories.
For the first search of any entity, there is no difference between using the search or view button. The application always fetches data from the server. However, after the first search, if you click the view button, the application will show if any cached result is available on the local device for the same search criteria. If you click the search button, the application will fetch data from the server and take you to the search result screen.
The search result screen looks a bit different on desktop and mobile devices.
To view the search result in a table format, click on the table icon in the bottom left corner.
To open a specific service category, click on the menu of that record, and click on view/fetch & view.
You can also click on the expand icon against any item on the search result screen to view the service category details such as service category name, description, requestor, etc.
If the request opens in content view mode, click on the display settings to change the display. Select either standard/compact view mode in the form field.
Category Name: name of the category. It's a mandatory field.
Category Entity Class: Must be Service Request; else system won't show the category on the service category browser.
Description: Shows the description of the category.
Double-click on the field to view the description in a larger area, and the application will show the field on a separate popup screen.
Scroll left, right, up, and down to view all the details. The service category line and details are shown in a separate tab. The default configuration shows fields in various functional groups, such as
- Finance
- Entity
- Reference
- Data
- Control
- Etc