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Service Requests Homepage

The Service Request Homepage is the starting point for managing service requests. This page contains several sections and displays service request information that is relevant to you. If your user role includes the Personalize Homepages privilege, you can add sections to the page and remove sections from the page.

In the standard application, the following sections are shown on your Service Request Homepage:

Service Request Lists Section

The Service Request Lists section shows this information:

  • Service Request Lists. The first 10 filtered lists. Filtered lists are subsets or groups of service requests that allow you to limit the number of service requests to work with at a time.

    The application comes with a set of standard lists. All standard lists are public and visible to everyone. You and your managers can create additional lists based on different criteria. These custom lists appear above the standard set of lists.

    If an already-created list does not appear on the Service Request Homepage, click any list. Then, on the Service Request List page, click the drop-down list to see all the available lists, and make your selection.

    The following table describes the standard lists.

    Service Request List

    Filters

    All Closed Service Requests

    Status = Closed

    All Escalated Service Requests

    Status = Open - Escalated

    All Open Service Requests

    Status=Open, Status = Open - Escalated

    All Recently Created Service Requests

    All service requests, sorted by the created date

    All Recently Modified Service Requests

    All service requests, sorted by the modified date

    All Service Requests

    none

    My Open Service Requests

    Status = Open (displays records containing your user name in the Owner field)

    My Service Requests

    Service Requests with your name in the Owner field

    For information on creating these lists, see Working with Lists.

  • Manage Lists. This link takes you to the page where you can review all available filtered lists, create a new list, or view, edit, or delete an existing list. The Manage Lists page also includes the standard lists delivered with CRM On Demand. These lists are view-only; therefore you cannot edit or delete them.

My Open Service Requests Section

The My Open Service Requests section shows this information:

  • My Open Service Requests list. List of your open service requests, in the order they were created.
  • Show Full List. Link for expanding the list of your open service requests.

My Open Service Request Related Tasks Section

The My Open Service Request Related Tasks section shows open service request-related tasks assigned to you, sorted by due date and then priority.

  • Due Date. Date task is due as set by you or your manager.
  • Arrow symbol. Priority for tasks as set by you or your manager. An upward pointing red arrow indicates high priority, a downward pointing green arrow indicates low priority, and no arrow indicates medium priority.
  • Subject. Title of task. Click the link to review the task.
  • SR Number. Number the system assigns to identify the service request.
  • Show Full List. Link for expanding the list of service request-related tasks.

Open Service Request Analysis Section

Your company administrator can change the analysis shown in this section. In the standard application, the Open Service Request Analysis section allows you to see your service requests by status, priority, or product area. The graphical representation of the volume of service requests you are handling offers a view of how many open service requests exist, the breakdown by priority, or which product areas are generating the most customer calls.

In this section, you can place your pointer on the chart to see specific information, click a segment to review a detailed report, or change the categories in the drop-down list to view the same data from another perspective.

Other Sections

If your user role includes the Personalize Homepages privilege, you can add some or all of the following sections to your Service Request Homepage:

  • My Current Service Request Related Tasks (tasks that are due today)
  • Service-Related Tasks

To add sections to your Service Request Homepage

  1. On the Service Request Homepage, click the Edit Layout link.
  2. On the Service Request Homepage Layout page, use the directional arrows to add or remove sections and to organize the sections on the page.
  3. Click Save.

Published 05/11/2007