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title<< Service Management Help
urlhttp://summitconfluence.symphonysummit.com:8090/display/PD/Service+Management

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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

Viewing My Service Requests (SRs) List

My Entitlements

Logging Service Requests

Viewing/Updating My Service Requests (SRs)

Approving Service Requests

Viewing and Updating My Cart Items

CSAT Survey

Logging Service Requests without Catalog

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titleAnalysts

Analysts

Logging Service Requests for Users

Viewing Updating My Workgroup Service Requests

Viewing/Updating Service Request Details

Viewing Service Request History

Managing My Service Requests (SRs)

Creating/Updating Views

Feedback Moderation


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titleAdministrators

Configuring Service Request Management Module

Configuring Custom Fields _SRM

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


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The Feedback Moderator can view the Feedback ratings provided by the End User and communicate with the End User to resubmit the rating.

To request Feedback resubmission:

  1. Click Request > User > Feedback Moderation.FEEDBACK MODERATION page is displayed.


    Figure: Feedback Moderation

  2. On the FEEDBACK MODERATION page, click the SR ID to request Feedback resubmission for the Service Request. The Service Request Summary page is displayed.


    Figure: Service Request Summary

  3. On the Summary page, click the Feedback Details tab and select the check box Request For Feedback Resubmission.
  4. Type in the reason for Feedback Resubmission request in the Comments field and click SUBMIT.

    Note
    titleNote:

    The End User is notified about the Resubmission request. The End User cannot Resubmit the Feedback rating after the configured Resubmission time expires.


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truenoneRelease Noteshttp://summitconfluence.symphonysummit.com:8090/display/PD/SUMMIT+Release+NotestruenoneInstallation Guide http://summitconfluence.symphonysummit.com:8090/display/PD/Installation+GuidetruenoneOther Documents http://summitconfluence.symphonysummit.com:8090/display/PD/Other+Documents