HsM supports the creation and management of device service requests. A device service request describes a problem that was detected with a physical device and is created with the intention that the responsible reseller resolves the problem.
The possibility to create and handle device service requests for a customer is bound to the capability DEVICE_SERVICE_REQUESTS.
The responsible reseller, i.e. the customer within HsM who is responsible for handling service requests created for one of its customers, is the closest customer on the inclusive reseller-path of the customer the device belongs to. The creation of device service requests is only possible if the responsible reseller is configured to allow device service requests.
There are two different types of device service requests:
•Distinct device service requests are created for a specific device that is already registered within HsM. This type of service request is bound to the physical device and to the customer where the device is registered at the moment when the device service request is created.
•Indistinct device service requests are created for a device that is not registered in HsM or cannot be located in HsM. An indistinct service request is bound to the customer where it was created and to the device-type given by the user who created the device service request.
If the device is assigned to a new location within a different customer all distinct device service requests for that device are deleted or canceled (depending on their life-cycle status). Note that removing a device from a location does not delete service requests, only when the device is registered with a different customer the existing device service requests will be canceled or deleted.
When a customer is soft-deleted existing device service requests are untouched, that also means that active device service requests stay active. When a customer is deleted all device service requests created for this customer are also deleted.
