The service page consists of the field groups that contain general data, and several tabs.
Additional information about the service.
| Name | Service name. |
| Status | Current service status. For example, “Active“ or “Under testing“. |
| Response time | Standard time from the moment when a service-related case was registered till the moment when the team member starts processing it (the moment when the status of the case is changed to "In progress"). |
| Response time unit | Time units in which case response time is measured: “Working days”, “Calendar days”, etc. |
| Resolution time | Standard time limit for resolving a service-related case. |
| Resolution time unit | Time units in which case resolution time is measured: “Working days”, “Calendar days”, etc. |
| Case category | Category of service-related cases: “Incident“, “Complaint“, “Claim“, “Service request“. When a new case is created and the [Service] field is filled in, the selected category will be specified in the [Category] field of the case page. |
| Calendar | Calendar that defines the work of the support team. The system calculates the response and resolution time for the service-related cases based on the selected calendar. By default, the field is filled in with the value specified in the “Base calendar“ system setting. Custom calendars can be set up in the corresponding lookup. |
The tab details display records that are connected to the current service.
Cases
A list of service-related cases from the [Cases] section. To connect a case to a service, fill in the [Service] field of the case page. The information on the detail is available in read-only mode.
The [Attachments and notes] tab
Detailed information about the services, attachments and links to the web resources related to the service. Read more >>>
Attachments
Use this detail to store files and links related to the service. For example, you can add a document describing the service order procedure, or a company license required for providing the service.
Notes
This detail is used to store additional text information about the services. You can edit and organize notes on the detail. If you switch to another tab of the service page, the information on the [Notes] detail will be saved.
Messages related to the current service.
