| SR ID | SR Number |
| SR Name | Short description of the SR |
| Party | Account/Lead tied to SR |
| SR Prim. Contact | Primary Contact for the SR, which is tied to the Account/Lead |
| SR Type | SR Type. This field will be a stand-alone field. Once the SR form is saved during the SR creation, the field will be displayed as read only to normal users. Users who have privileges will be able to edit the SR Triplet. |
| SR Category | SR Category. This field has a nested relationship with Sub Category (it does NOT have a parent-child relationship with the SR Type field).Once the SR form is saved during the SR creation, the field will be displayed as read only to normal users. Users who have privileges will be able to edit the SR Triplet. |
| SR Sub Category | SR Sub Category. SR Sub category lookup values are populated based on the SR Category selected (it is not dependent on the SR Type field).Once the SR form is saved during the SR creation, the field will be displayed as read only. |
| Priority | Priority of the SR as entered by the user. This is a stand-alone field. |
| SR Status | Status of the SR. |
| Open Date | The Date when the SR was created. Display the timestamp in HH:MM format |
| Due Date | The Due date by when the SR needs to be resolved. Auto-calculated by the system based on the SR SLA setup (please refer IB-529 for details of calculation). It will default to 3 days if the configuration is not found in the existing SLA Setup. Display the timestamp in HH:MM format |
| SLA at Risk | System-generated field. Flag to indicate that SLA is at Risk of being missed. Value = Yes if the SLA pre-escalation time period is passed but the due date has not passed. Once the Due Date is passed, the value will be set to No. |
| Overdue | System-generated field. Flag to indicate that SR is overdue. Value = Yes if SR Due Date is passed and set to No once the overdue SR is closed. |
| Owner | When creating an SR, the creator will be treated as the ‘Owner’ by default. The dropdown should contain the list of users and can be changed, if required. |
| Owner BU | BU tagged to the Owner of the SR. |
| SR Source | Source of the SR. e.g.: Chat, Phone Call etc. |
| Linked From | When an SR is created from another SR (Copy SR function), the newly created SR will contain the number of the originating SR in this field. This will be a hyperlinked field which will point to the original SR. |
| Once & Done | This field will be enabled only in the Create SR screen. Values Yes/No. Default selection – No. If values is selected as ‘Yes’, the SR status drop-down in the Create screen should be populated with value ‘Closed’. |
| Order ID | Field should be enabled only for accounts. Should show a list of IDs of the orders placed by the account. |
