HsM supports the creation and service requests. 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.
The responsible reseller, i.e. the customer within HsM who is responsible for handling service requests created for one of its sub-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.
Service requests can be used to report problems with devices or to request general assistance these two classes of service requests are implemented with customer service requests and device service requests respectively. While both classes of service requests are partly very similar they still have their own specialized data and logic.
