Editing service requests
After adding a service request, you can modify it from the service requests data table or from the service request's banner on its detail page. You can edit details such as the severity and priority of a service request.
To edit a service request in the data table, select the service request you want to edit, click Edit to open the Edit service request dialog, and make the required changes.
To edit a service request, you can also navigate to the service request's banner, click the More Actions button
, and select
Edit.
If your administrator enables the service level agreement feature, Gorilla 5 CRM displays the following service level agreement metrics as read-only fields on the Service Requests workspace and on individual service requests when you edit them:
- First Response By - The date and time by which the service provider should respond to a service request.
- Resolution By - The date and time by which a service request should be closed.
After you send the first response, select First Response Sent in the Edit service requests dialog and confirm that you have sent the first response. When you do so, the First Response Time field displays, indicating when the first response was sent. A comparison of the First Response By and First Response Time values shows whether the first response was sent on time based on the service level agreement rules defined by your administrator. When you close the service request by selecting Closed in the Stage field, the Resolution Time field appears in the Edit service request dialog, indicating when the service request was resolved. A comparison of Resolution By and the Resolution Time values shows whether the service request was resolved on time.
When you close a service request, enter text that describes how you resolved the service request in the Resolution Comment field.
If you have appropriate privileges, you can override the system-generated First Response By and Resolution By date and time.
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