Select the Status for a New Service Request in the Copy Service Request Process

From Release 12.2.15, a new option is available in the Copy Service Request window to select the status of the new service request before copying. This eliminates unnecessary steps and ensures that the copied service request is created with the correct initial status.

Process Flow

Profile Option

Set the Service: Default Service Request Status profile option value to Open.

Profile

  • Create a new service using the Service Request window.
  • Change the status to Working and save the service request. 
  • From Tools2 Menu, click Copy Service Request. The Copy Service Request window opens. You can see that a new field Status is added next to Summary. The value in this field defaults from the "Service: Default Service Request Status" profile option.

Copy Service Request Window

Copy Service Request

Related Statuses LOV

In the Copy Service Request window, click the LOV of the Status field. You can see that all the statuses that are marked as Initial are listed. Select the Reopened status and copy the service request. 

LOV

Copied Service Request

Now, you can see that the status of the copied service request is Reopened.

Copied Service Request

Steps to Enable

The Status field in the Copy Service Request window is now available by default. The Status field is presented as a List of Values (LOV). You can choose the desired initial status for the new service request from the LOV. 

Key Resources

Oracle TeleService Implementation and User Guide

  • Chapter: User Interfaces in Contact Center and Service Request Module
    • Topic: System Profile Options for Service Requests
    • Topic: About the Copy Service Request Window