Resellers can configure customer service request types available to themselves and to their sub-customers. the management of customer service request types are bound to the capability CUSTOMER_SERVICE_REQUESTS .
Customer service request types can be viewed by users with VIEW_CUSTOMER permission and can be modified by users with the permission EDIT_CUSTOMER_SERVICE_REQUEST_SETTINGS .
Attribute |
Notes |
|---|---|
ID for external systems |
UUID, mandatory. This ID provides an identification for service request type that can be used by external systems that process customer service requests. This ID is created on creation of the type and is immutable thereafter. |
Name |
Phrase, mandatory |
Description |
Phrase, optional |
Creation constraint |
Defines who can create customer service requests of this type. Following options are possible: •Reseller: If selected only users with permission CREATE_CUSTOMER_SERVICE_REQUEST_RESELLER can create a service request of this type. •Customer: If selected only users with permission CREATE_CUSTOMER_SERVICE_REQUEST_CUSTOMER can create a service request of this type. |
Visibility constraint |
Defines who can view customer service requests of this type. Following options are possible: •Reseller: If selected only users with permission VIEW_CUSTOMER_SERVICE_REQUEST_RESELLER can view a service request of this type. •Customer: If selected only users with permission VIEW_CUSTOMER_SERVICE_REQUEST_CUSTOMER can create a service request with this type. |
Billing |
Enumeration, mandatory. Based on this setting the billing mode for this type of customer service will be calculated. •No costs apply •Costs apply, covered by full service contracts •Costs apply, not covered by full service contracts |
Table 73: Attributes of customer service request types
