This content applies solely to Connected Servicing, which must be purchased separately from the Appian base platform. This content was written for Appian 23.3 and may not reflect the interfaces or functionality of other Appian versions. |
After you have created a new service request in Appian Connected Servicing, you will need to view and maintain that information. Enabled by Appian's powerful records, after a request is created, end users can view and maintain this information from simple, informative record interfaces.
This page provides a description of information available in the service request lists and the tabs of a service request record and instructions for updating service requests.
There are two main pages that show a list of service requests, the HOME page and the SERVICE REQUESTS page.
From the HOME page, when you select Service Requests, a list of open, at-risk service requests displays. This view is intended to show service requests that may need the attention of the logged in viewer. See Home Page Overview for more information about the information available on the Connected Servicing Home page.
Clicking SERVICE REQUESTS displays a list of service request records. This view is intended to show all service requests. You can search the list, as well as filter it by Type, Sub-type, Status, and Target Completion Date.
On both lists, clicking a service request name displays the record for that service request. The record displays all of the pertinent information for a particular service request. This information is split into several different tabs, which are outlined in the following sections.
The Summary tab lists the important information about a service request.
The following service request information is listed on this page:
The Documents tab lists all of the documents related to a service request. You can see the status of your attached documents.
The possible statuses for a document are:
You can learn more about updating a document's status on the Managing Documents page.
On this page you can:
Download uploaded documents.
When you click a document's name in the document list, a preview of that document displays and shows:
You can also download the document from this page.
Additionally, you can update the document's details, including the Document Type, Status, Security, Expiration Date, and Description. You can learn more about updating a document's details on the Managing Documents page. Updated document details will display in the document list or the document details page.
The Tasks tab lists all of the tasks for a service request.
On this page you can:
For tasks that are queued, you can kick them off without completing their precedent tasks by clicking the blue paper plane send task icon . This will bypass any precedents and assign the task to the default group.
You can resend Completed and Not Needed tasks by clicking the blue reopen task icon
You can also view tasks from the DEPENDENCY VIEW on the tasks tab.
The tasks are displayed so that a user can see a specific open task and all of its dependent tasks in a cascading list.
See the following table for information on the icon that displays for each task status.
Status | Icon | Related Actions |
---|---|---|
Assigned | - | |
Queued | Bypass precedents to kick off task. | |
Completed | Reopen task. | |
Not Needed | Reopen task. |
The History tab shows the actions that have been taken on the tasks for a service request. This information acts as an audit trail for tasks.
On this page you can:
The Owners tab displays the owners of a service request. See Update service request owner for instructions on how to edit this information.
On this page you can:
For open service requests, you can add a comment to a service request on the DISCUSSION tab.
There are two types of discussion threads: internal and external. The internal discussion will only be visible to internal users with access to the service request. The external discussion will be visible on the secure Customer Site, if installed, for customer users to view and respond.
To add a discussion post:
Service requests are updated throughout the service request process by users completing tasks. These updates can usually be made through the task itself. However, there are also various ways to update a service request from the service request record. These include:
You can also add custom tasks and update documents.
The actions related to updating a service request are controlled by business and security groups. Because of this, not all users will see the same related actions. See Actions users can perform based on their group membership on the Groups Reference Page for an explanation of which groups control access to these actions.
A service request goes through several statuses throughout its life cycle, defined by certain events.
The events and statuses are:
For Pending or Active service requests, the target completion date that was entered during creation can be updated.
The target completion date can be updated from the UPDATE button at the top of the Summary page.
To update the target completion date for a service request:
Click UPDATE.
For Pending and Active service requests, you can add, remove, and make primary service request owners in the Owners tab.
To add a new owner:
To remove an owner:
To make an owner the primary owner:
Click MAKE PRIMARY.
Select the checkbox to designate the user as a primary owner.
For Pending and Active service requests, you can add a comment to a service request on the DISCUSSION tab.
There are two types of discussion threads: internal and external. The internal discussion will only be visible to internal users with access to the service request. The external discussion will be visible on the secure Customer Site, if installed, for customer users to view and respond.
To add a discussion post:
For Pending and Active service requests, you can cancel a service request from the Summary tab.
To cancel a service request:
All outstanding tasks will be canceled. A canceled service request cannot be reopened, but all of the data will remain in the solution.
For Pending and Active service requests, after you are ready to complete a service request, you can do so manually in the Related Actions tab or the system will automatically update the status to completed after the final task is done.
To complete a service request manually:
If there are any outstanding tasks, they will be canceled. A completed service request cannot be reopened, but all of the data will remain in the solution.
There are several different types of service request that a user can select from when creating a new service request. The selected service request will ultimately determine the type of information that the user will need to change and subsequently, which tasks and documents are required.
This page provides how-to instructions for adding a new service request type.
Run an insert statement to add the new service request type to the database.
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INSERT INTO AS_SRQ_R_SERVICE_REQUEST_TYPE (SERVICE_REQUEST_TYPE_ID , SERVICE_REQUEST_TYPE_CODE, LABEL, IS_ACTIVE, CREATED_BY , CREATED_DATETIME, MODIFIED_BY, MODIFIED_DATETIME) VALUES
(NULL, SERVICE_REQUEST_TYPE_<TYPE_CODE> , AS.SRQ.ServiceRequestType.<label>, 1, <CREATED_BY_USER>, CURRENT_TIMESTAMP, <CREATED_BY_USER>, CURRENT_TIMESTAMP);
In order to ensure that users see the correct name of the service request type for all languages that you have enabled, you must update the service request type name in the Connected FS Settings site.
Click Edit.
Click EDIT.
AS_SRQ_REF_CODE_SERVICE_REQUEST_TYPE_<NEW TYPE>
.Value: SERVICE_REQUEST_TYPE_<NEW_TYPE>
.Text
.SERVICE_REQUEST_TYPE_<NEW_TYPE>
.First you will need to determine the intended behavior for the service request and which data entity will be modified as a part of it. Then follow the patterns of the existing service request to determine which objects you need to update.
For example, if you are adding a service request type at a point in the process where you need the user to select a product, search for AS_SRQ_REF_CODE_SERVICE_REQUEST_TYPE_TRANSFER_OF_FUNDS
and mimic the behavior of that service request type.
To add a service request type for selecting a product:
AS_SRQ_REF_CODE_SERVICE_REQUEST_TYPE_TRANSFER_OF_FUNDS
.AS_SRQ_REF_CODE_SERVICE_REQUEST_TYPE_<NEW TYPE>
constant to the array where theAS_SRQ_REF_CODE_SERVICE_REQUEST_TYPE_TRANSFER_OF_FUNDS
constant is located.
AS_SRQ_CPS_customerProductUpdate
AS_SRQ_CPS_reviewServiceRequestDetails
AS_SRQ_CONS_PRODUCT_DEPENDENT_SERVICE_REQUEST_TYPES
After adding this behavior, this service request will be available for use in Connected Servicing.
Managing Service Requests