Service Requests

The Service Requests module allows your partners to create service requests when they encounter issues during program execution or when they need to address your organization. You, as an administrator, can also create service requests to convey some information to you partners, for example, when you want your partners to be informed or notified of something and if required, to take action. And/or to trigger communication between users (program owners, partners, and internal users of your organization).

In the Service Requests section, you, as a user, can:

• View the total count of service requests across all the programs.

  Note For a specific program, select the program in the Programs section to view only this program's specific service requests.

• Search for a specific request by its ID and name.
• View the status, ID, name, severity, category of each request.
• Click a specific request to view its details.
• Edit a certain request.
• Specify the changes of each request by entering remarks or notes.
• Upload reference document(s) for a certain request.
• Track a service request to its closure.
• View the conversation history of a certain service request.
• Use comments, which are displayed in a form of conversation, for communication.

Note You cannot delete any service request.

As an administrator, you can also:

• Create service requests with different purposes, such as a request, question, and comment.
• View summary of all the service requests based on their severity, status, and category on charts.
• Filter service requests in the requests list by their severity, status, category by clicking items on each chart.

To create a request:

1. On the Service Requests page, click Create Request.

   -Or-

   On the Active Programs/Inactive Programs tab of the Programs page, select a program you require, and then, on that's program's page, on the Service Requests tab, click Create Request if no service requests have been yet created or next to Request List, click (Create Request).

2. In the Create Request dialog, in the following fields, enter/select the required information:
3. Name: a short description of a certain service request.
4. Organization or Partner Organization on a partner user side: the organization that you want to inform about a certain issue.
5. Assignee: the internal user of your organization who is responsible for the request resolving.
6. Program: a specific program for which you want to create the request.
7. Category: a category of a certain service request based on its purpose, such as Request, Question, Comment.
8. Status: a status of a certain service request based on its life-cycle, such as Open, Open Partner, Closed, Closed Pending Confirmation, Closed Pending Partner Confirmation.
9. Severity: severity of a certain service request that indicates the assessment of the impact that the issue can cause, such as Critical, Serious, Important, Routine, Defer.
10. Description: remarks to share while editing or working on the request.
3. Upload documents related to a service request if required.
4. Click Create.