HsM supports the creation and management of customer service requests. Customer service requests are requests of a customer to his responsible reseller that typically result in a service that the responsible reseller performs on that customer. In contrast to to device service requests customer service requests do not necessarily relate to a specific device.
The possibility to create and handle customer service requests for a customer is bound to the capability CUSTOMER_SERVICE_REQUESTS .
The responsible reseller, i.e. the reseller within HsM who is responsible for handling customer service requests created for a customer, is the closest customer on the inclusive reseller-path of the customer the customer service request was created for. The creation of customer service requests is only possible if the responsible reseller is configured to allow customer service requests.
Customer service requests are always of a specific customer service request type. The customer service request type is set on creation of the customer service request and cannot be modified thereafter.
Customer service requests are always created for a specific service area, the service area of a customer service request is set on creation of the customer service request and cannot be modified thereafter.
Optionally customer service requests can be linked to one or more devices that belong to the same service area that the service request was created for.
Customer service requests are bound to the customer they were created for.
When a customer is soft-deleted existing service requests are untouched, that also means that active service requests stay active. When a customer is deleted all service requests created for this customer are also deleted.
