Field help (SRESREASS2)

In the absence of assignment rules for the service request, the assignment of the request is always linked by default to "dispatching".
This field is used to modify this assignment by changing the various elements managing the assignment of service requests.

• The skill group: when the system has to process a service request that requires a skill group, it will try to assign it to the least busy "skilled employee".
• In the absence of a competent employee, the system attempts to assign the request to an appropriate queue.
• In the absence of the queue, the request is assigned to the dispatching site.
• In the absence of the site, the request is assigned to global dispatching.

The SREASSDEF - Request default assignment and SREASSDET - Request default assignment parameters (HDK chapter - SRE group) are used to control this default behavior. They have priority in the assignment algorithms associated with the skill group.
They make it possible for example, to always assign the request to the connected user irrespective of the skill.
It is also possible to assign a request to a commercial service. This assignment is used when a customer calls the after-sales service for purely commercial questions. In this case, the system attempts to plan a task for the sales representative responsible for the customer.

Even though the automatic assignment of request mechanisms often provide a satisfactory result, it is sometime necessary to manually intervene in order to carry out the most appropriate assignment. Several tools are available for this.

• Assignment to dispatching
  If the user selects the "Dispatching" radio button, the "Assignment detail" field must either be empty or contain the Site code.
  By default, this field is loaded with the site code mentioned in the request header.
  To select a different site, it is possible to use the contextual menu "Site selection" associated with this field.
   
• Allocate to an employee
  If the user selects the "Employee" radio button, the "Assignment detail" field must contain the code of a customer support user.
  By default, this field is qualified on the basis of the skill group entered in the request.
  To select a different employee, the technician has available three distinct tools accessible in the form of a contextual menu associated with this field:
   
  -Selection of an employee.
  This menu is used to select an employee from the list of all the customer support users declared in the application.
   
  - Skilled employees:
  This is used to select an employee from amongst all the competent customer support users for the skill group identified in the request.
   
  -Employee statistics:
  This menu is used to display for each technician working at the site identified in the service request header, the number of requests currently being processed.
   
  It is possible to enlarge the employee statistic to include another site and also to all the customer support users at all sites.
  The "Select" button is used to allocate the request to a specific technician.
   
• Assignment to a queue
  If the user selects the "Queue" radio button, the "Assignment detail" field must contain the code of a queue.
  By default, this field is qualified on the basis of the skill group entered in the request.
  To select a different queue, the technician has two distinct tools available in the form of contextual menus associated with this field :
   
  -Select a queue:
  This menu is used to select a queue from the list of all the queues declared in the application.
   
  -Corresponding queues:
  This menu is used to select a queue from the list of all queues associated with the skill group identified in the request
   
• Assignment to the commercial service
  It can happen that a customer contact the customer support service for reasons that which fall outside of the intervention of this structure. It is often the case that certain customer can call to order new products or to obtain a new quote etc.
   
  In the care where the processing of a call is clearly a commercial issue, the radio button Commercial button is used to re-orientate the request.
   
  If this option is selected, a task is automatically generated for the attention of the sales representative in a charge of the customer account. The due date of the task picks up the date identified in the Desired resolution date field in the request. This generation takes place at the time of the confirmation of the creation or modification of the request. The technician is warned with the following message:
  "A task has been generated for the attention of ....."
  If no sales representative could be identified, the technician is warned by an error message.
  In this way, the sales representative will be warned instantly of the customer request directly via their normal workbench.

This option is also used to perform the closing of service requests.
When a service request is closed, the user is invited to close all non-performed consumptions and write a solution which will be used to update the company's knowledge database.
The closure of a service request is the required stage before invoicing.
Numerous ways exist to trigger the closure of a service request.

• Click on the Closed radio button of a service request.
• Use the contextual menu "Close the request" on the service request line in the workbench.
• Check the Request satisfied field in the report record for a service response.

The closure of an intervention is the time to enter the status of the request. At the time of the closure, the status of the request is automatically initialized with the status of the request which corresponds with the closure status. It should be noted that a single request status must correspond to a closure status in miscellaneous table 422: Service request status. The icon corresponding to the closure status will then be displayed in the service request header.
The closure of a request is the preferred procedure to carry out the creation of a solution record. In fact, in this case, the skill group for the solution is picked up from the request. The problem title and description are also recovered from the service request.
In addition, in the case where a request is closed from the intervention record report, the solution description is recovered from the intervention report.
The user must simply complete the solution with a category, several key-words and any associated solutions.