Service Creatio, customer center edition
PDF
This documentation is valid for Creatio version 7.15.0. We recommend using the newest version of Creatio documentation.

Service page

The service page consists of the field groups that contain general data, and several tabs.

Common data

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 [History] tab

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.

The [Feed] tab

Messages related to the current service.

 

Did you find this information useful?

How can we improve it?