Create a service problem case from the workspace
Create a service problem case for a customer raised issue so that an agent can work on it and resolve the service-related problem.
Before you begin
Role required: sn_sprb_mgmt.agent
Procedure
Navigate to All > Workspaces > CSM/FSM Configurable Workspace.
Select the List icon.
Navigate to Service Problem Case > All.
Select New.
On the service definition page, select the Telecom Services Support from the list.
Select the applicable service definitions from the list.
Note: The fibre broadband service definition as been shipped as a part of the demo data.
For more information about service definition, see Service definitions.
Select Create case.
In service definition, when you select Create case a playbook record generator form appears. Fill the playbook record generator form. For more information about the playbook record generator, see Set up a record generator for case type.
On the intake form of verify issue, fill in the fields.
Create new service problem case.
| Field | Description |
|---|---|
| Account | The name of the company associated with this case.If you select a contact in the Contact field, this field is auto-filled if the account information is available in the contact record. |
| Contact | Name of the customer contact for this case. |
| Service | Name of the affected service for this case. |
| Short description | Description of the customer issue or problem. |
| Actual start | Actual start date of the issue. |
| Issue type | Types of issues- Question - Issue - Feature |
| Issue severity | Imported severity on the issue. Values 1–4. |
| Description | Brief description of the customer issue or problem. |
- Select Continue.