How To Change the Problem Type and/or Product for a Service Request When Prompted by a Guided Resolution (Doc ID 2090253.1)

Last updated on JUNE 26, 2017

Applies to:

JD Edwards EnterpriseOne Tools - Version S24 and later
Siebel CRM - Version 8.1.1.9 [23016] and later
Information in this document applies to any platform.

Goal

When navigating through a Guided Resolution as you are entering a Service Request (SR), you may be prompted to make a change to the Problem type or both the Product and Problem Type. This document provides details about WHY you may be asked to do so and HOW you can make the requested change.

 

Product subject matter experts (SMEs) have designed Guided Resolutions to help better define and target your question or issue when opening a Service Request. Some of the branches in the Guided Resolution end with scenarios of questions or issues in areas that belong with a different Support group than the one associated with your initial choices for Product and/or Problem Type. Choosing the correct Product and Problem Type for the Service Request helps ensure that it is created with the right Support team so that you can get to the right expert from the start.

Solution

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