HsM Reference Manual

Create

(not existing to Draft)

This is the initial transition from non-existing to Draft, i.e. newly created service requests are always in status Draft.

•Device service requests can only be created on customers where the responsible reseller allows distinct or indistinct service requests (depending on the type of the service request to be created)

•Device service requests can only be created if the creating user has the effective customer-user-capabilitiy DEVICE_SERVICE_REQUESTS on the customer where the service request shall be created.

•Device service requests can only be created if the user has permission CREATE_DISTINCT_SERVICE_REQUESTS or CREATE_INDISTINCT_SERVICE_REQUESTS (depending on the type of the service request to be created) on the customer.

Note that service requests in Draft state can only be deleted, therefore there is no transition from Draft to Canceled.

Order

(Draft to Ordered)

When transitioning a service request to this status a service request order is created.

•Device service requests can only be ordered on customers where the responsible reseller allows distinct or indistinct service requests (depending on the type of the service request)

•Device service requests can only be ordered if the creating user has the effective customer-user-capabilitiy DEVICE_SERVICE_REQUESTS on the customer.

•Device service requests can only be ordered if the user has permission ORDER_SERVICE_REQUESTS on the customer.

Start handling

(Ordered to In Progress)

•Device service requests can only be started on customers where the responsible reseller allows distinct or indistinct service requests (depending on the type of the service request)

•Device service requests can only be started if the creating user has the effective customer-user-capabilitiy DEVICE_SERVICE_REQUESTS on the customer.

•Device service requests can only be started if the user has permission HANDLE_SERVICE_REQUESTS on the customer.

Cancel

(Ordered to Canceled)

•Users with the permission ORDER_SERVICE_REQUESTS or HANDLE_SERVICE_REQUESTS on the customer cancel service requests.

Cancel

(In Progress to Canceled)

Users with the permission HANDLE_SERVICE_REQUESTS on the customer the device belongs to can perform this transition.

Resolve

(In Progress to Resolved)

•Device service requests can only be resolved on customers where the responsible reseller allows distinct or indistinct service requests (depending on the type of the service request for which handling shall resolved)

•Device service requests can only be resolved if the resolving user has the effective customer-user-capabilitiy DEVICE_SERVICE_REQUESTS on the customer.

•Device service requests can only be resolved by users with the permission HANDLE_SERVICE_REQUESTS on the customer.

Delete

(Draft to Deleted)

Only service requests in Draft status can be deleted.

Only the user who created a service request or users with permission ORDER_SERVICE_REQUESTS or HANDLE_SERVICE_REQUESTS can delete a service request.