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C4C Service Request

mbetini
Advisor
Advisor
0 Kudos

Hello, is there a way to add more than one product on a single service request?

In this case a customer requests support/informs problems with some products.

The company wants to register all products informed in this call on a single ticket

for analisys.

Thanks!

Accepted Solutions (1)

Accepted Solutions (1)

Former Member
0 Kudos

Two options here

Option 1. Customize the standard UI so you can capture more than one product...

The standard UI only supports one "main" product, registered product, installation point, and ibase.

The Service Request BO (Ticket BO), actually supports 1:N affected products which is a node that stores all of these product references as above as a "main" instance of a certain product type.

You could create a custom UI list in SDK and bind it to the standard affected product node and be able to maintain more than one affected product.

The SDK steps are:

1. create a customer specific solution

2. add an embedded component UI. Bind it to the SR BO

3. add a owl list UI control to the EC. Bind it to the SR BO affected products node. Map a few fields for testing

4. setup the inports to the SR BO using the SDK Howto I created in the SDK SCN community

5. add an extension BO and bind ti to the SR BO

6. right click on the Service Request extension BO to use the "Create Screen" option

7. choose Agent Workspace TI. Add the EC as a new tab (view) using the extensibility explorer. Map the inports/outports (again review the blog post above how to do this)

This will display a list of affected products of the SR. Since it is a node, the list can be made editable. You can then implement an editable list, master detail pane, and an advanced list pane editor to add "products" to the affected product list to make it compliant with the rest of the C4C UIs as that is the standard UX pattern for any node list.

Option 2: Change the service process and use ticket items and parent/child tickets

1. The business process would start with a parent ticket "service request". You would capture all of the problematic products as ticket items

2. Then create child ticket for each ticket item to represent a complaint/work ticket "service order" to repair and track the service performed on that one product

This model is actually better as it separates the follow-up work to be performed for each product as a separate child ticket keeping the repair process a parallel one than a serial process where you just have one ticket with multiple products attached to it.

Answers (0)