Innovative247 Service Request Manager

Dashboard

Service Resolution Codes

Program #: 1523

Module: System Administration

Overview

Use Service Resolution Codes (program #1523) to define and maintain service resolution codes. A menu of Service Resolution Codes appears in the Customer Service Basics tab and in the New Request dialog box in Customer Service.

To access this program, select Service Resolution Codes (program #1523) from the main menu of SBN.

The Service Resolution Codes Window

The following graphic shows Service Resolution Codes as the program opens. The upper pane displays previously defined service resolution codes.

Field/Column Descriptions

The following table describes the fields and columns used in the main window of Service Resolution Codes.

Field/Column	Description
Action/Abbreviation	Abbreviation that identifies the selected service resolution code.
Description	Text description of the selected service resolution code.

Using Common Functions

See the reference document Common Functions in SBN for more information.

Zooming into the Sublevel

The Service Resolution Codes program contains a sublevel with two tabs:

The Resolution Codes tab - in which you can link a selected service resolution code to a list of cause codes. You can improve the efficiency of the Customer Service module by carefully linking cause codes with service resolution codes.
The Translations tab - in which you can attach multiple translations to service resolution codes. The service resolution codes then appear in SBN in the userâ€™s language.

The Resolution Codes Tab

Use the Resolution Codes tab to link a selected service resolution code to a list of cause codes. You can improve the efficiency of the Customer Service module by carefully linking cause codes with service resolution codes.

The following graphic shows the Resolution Codes tab as the sublevel opens.

Field/Column Descriptions

The following table describes the fields and columns used in the Resolution Code tab.

Field/Column	Description
Cause	Abbreviation that identifies the cause code linked to the selected service resolution code.
Description	Text description of the selected cause code.
Resolution	You may select a service resolution code to link with the selected cause code. This list originates from program #1571. O You may link more than one cause code to a service resolution code. Choose Save Existing Record after you select each cause code.

The Translations Tab

Use the Translations tab to attach multiple translations to service resolution codes. The service resolution codes then appear in SBN in the userâ€™s language.

Note: Actions 1523/20-24 control access to the Translations tab and functions.

The following graphic shows the Translations tab. The tab displays translations previously attached to the selected service resolution code.

Field/Column Descriptions

The following table describes the fields and columns used in the Translations tab.

Field/Column	Description
Language Code	Code that identifies the language of the associated translation.
Description	Text description, in the associated language, of the selected service resolution code.

Button Functions

The following table displays the buttons, describes the shortcut keys, actions, and functionality.

Button	Name	Shortcut Key	Action	Description
	Get	ALT+F1	1523/ 1	Get record.
	Change	F2	1523/ 2	Change selected record.
	New	F3	1523/ 3	Create new record.
	Delete	SHIFT+F10	1523/ 4	Delete selected record.
	Undelete	ALT+F10	1523/ 5	Restore deleted record.
	Print	CTRL+F8	1523/ 6	Print selected records.
	Copy	SHIFT+F3	1523/ 999	Copy selected field.
	Zoom	F10	1523/ 999	Zoom in/out of sublevel.
	Tear	F7	1523/ 999	Display Language code for translations.
	Previous	F4	1523/ 999	Select last record.
	Next	F5	1523/ 999	Select next record.