Create SRs
You can create SRs in several ways.
USER PERMISSIONS NEEDED
- To view SRs: Read on SRs
- To create SRs: Create on SRs
To create a SR:
- Use Search to find the account/lead and then locate the contact in the Contacts related list. If the contact doesn’t exist, create a contact for that account.
- Click Create in the SRs related list of the account/lead.
- Enter information for the SR.
- Click Save. Alternatively, set Once and Done to ‘Yes’, to save and close the SR immediately. This action sets the SR Status to Closed. The Once and Done value ‘Yes’ indicates that the SR was closed during creation.
- An SR can also be created by going to Services -> Create Service Request.
Please refer to the SR fields list for more details on the SR fields.
- SR Due Date Calculation (SLA for Resolution)
Once an SR is created, the Due Date (Service Level Agreement for the Resolution) will be calculated for the SR. Due Date for the SR is the Create DateTime plus the target resolution time, considering only the working hours. - SLA for Escalation
If the resolution time target trips the escalation rules, automatic escalation e-mails are sent to the owner of the SR and his/her manager(s) as per the user reporting hierarchy.