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0 Replies Latest reply: Apr 7, 2011 1:50 PM by user604737 RSS

What should be business process?

user604737 Newbie
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Hi,
I was looking at setups required for Field Service and realized that the service request is created in Oracle wsing the same form and only differentiator would be Service Request, which also governs what is avaiable for a user and also workflow required.
Now lets say Customer support center receives a call and service request is logged with SR type as "Customer Call". After going through the troube shooting script, rep identifies that field technician has to be sent to field and diagnose the problem
In such kind of scenario, how and at point in time the service request type has to be changed? Is it really required to change the SR type?
Regards,
Muttu

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