Create a service problem case from the workspace

Create a service problem case for a customer raised issue so that an agent can work on it and resolve the service-related problem.

Before you begin

Role required: sn_sprb_mgmt.agent

Procedure

1. Navigate to All > Workspaces > CSM/FSM Configurable Workspace.
2. Select the List icon.
3. Navigate to Service Problem Case > All.
4. Select New.
5. On the service definition page, select the Telecom Services Support from the list.
6. Select the applicable service definitions from the list.
   Note:

   The fibre broadband service definition as been shipped as a part of the demo data.

   For more information about service definition, see Service definitions.

7. Select Create case.

   In service definition, when you select Create case a playbook record generator form appears. Fill the playbook record generator form. For more information about the playbook record generator, see Set up a record generator for case type.

8. On the intake form of verify issue, fill in the fields.
   

   Table 1. Service Problem Case

   Field	Description
   Account	The name of the company associated with this case. If you select a contact in the Contact field, this field is auto-filled if the account information is available in the contact record.
   Contact	Name of the customer contact for this case.
   Service	Name of the affected service for this case.
   Short description	Description of the customer issue or problem.
   Actual start	Actual start date of the issue.
   Issue type	Types of issues Question Issue Feature
   Issue severity	Imported severity on the issue. Values 1–4.
   Description	Brief description of the customer issue or problem.

9. Select Continue.