This document outlines a recent update to service reports that automates the transfer of severity levels to customer requests and defects.
Functionality
A new feature, the "Request/Defect Severity Question," enables the automatic population of the severity field in customer requests or defects based on a designated question within the service report.
Implementation
- Designation: A checkbox labeled "Request/Defect Severity Question" has been added to the service report question editor. Selecting this checkbox designates the specific question that will determine the severity level for related requests.
- Matching Options: The severity options defined within the designated service report question must exactly match the severity options defined for customer requests and defects. Discrepancies will prevent the system from accurately transferring the severity level.
- Automatic Transfer: Upon completion of the designated severity question within the service report, the mobile application will automatically populate the severity field in the corresponding customer request or defect.
Key Considerations:
- The "Request/Defect Severity Question" checkbox must be selected for the desired severity question in the service report.
- The severity options in both the service report question and the customer request/defect definitions must be identical.
- Testing of this feature after implementation is recommended to confirm correct operation.
Updated: 22 February 2025