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titleService Request Management

Service Request Management

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titleConcepts

Service Request Status

Response Time Vs. Resolution Time

Service Entitlement

SLA, OLA, and UC

Work Orders

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titleEnd Users

End Users

End User Dashboard

My Entitlements

Logging Service Requests (SRs)

Viewing My Service Requests (SRs) List

Viewing/Updating My Service Requests (SRs)

Approving Service Requests (SRs)

Viewing/Updating My Cart Items

Logging Service Requests without Catalog

CSAT Survey

true
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titleAnalysts

Analysts_SRM

Logging Service Requests for Users

Viewing/ Updating My Workgroup Service Requests (SRs)

Viewing/Updating Service Request Details

Viewing Service Request History

Managing My Service Requests (SRs)

Creating/Updating Views

Feedback Moderation

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titleAdministrators

Administrators_SRM

Configuring Service Request Management Module for a Tenant

Configuring Custom Fields For Service Request Management

Configuring Classification

Configuring Closure Codes

Configuring Checklist

Configuring Resolution Codes

Configuring Pending Reasons

Configuring Work Order- Catalog Mapping

Configuring Impact

Configuring Priority

Configuring Priority Matrix

Configuring Workgroup SLA Window

Configuring SLA Service Windows

Configuring SLA Matrix

Configuring Urgency

Configuring User Types

Copying Data from Incident Management

Configuring Information Ticker

Configuring Approver Reminder

Configuring End User SR Details Page

Configuring Feedback

Configuring Catalog Approvers

Configuring SR E-mail Notifications

Configuring SR SMS Notifications

Recertifications

Configuring Application

Mapping Application to User

Configuring Recertification Period

Recertification Review

Configuring Feedback Questions

Configuring Feedback Questions in Different Languages

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titleReports

Viewing Reports_SRM

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titleRelease Notes
urlhttp://summitconfluence.symphonysummit.com:8090/display/PD/SUMMIT+Release+Notes
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titleInstallation Guide
url http://summitconfluence.symphonysummit.com:8090/display/PD/Installation+Guide
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titleOther Documents
url http://summitconfluence.symphonysummit.com:8090/display/PD/Other+Documents