RELEASE NOTES/Service Ticket Mashup/Service Ticket Mashup v1

Use the new Service Ticket Mashup service to track, work through, and provide resolution for customer issues in the Customer Engagement Center. You can alos configure service ticket types for the different types of service you provide, such as requests for repair and servicing, and general inquiries.

The Service Ticket Mashup service provides additional capabilities on top of the Service Ticket service, such as consistency checks for customer and product master data when creating or updating service tickets, and reading additional customer and product attributes when retrieving service tickets.

When you create a service ticket, you can specify the relevant information. For example:

  • A short description of the customer's issue or request
  • The customer for whom the service ticket was opened
  • The product that the reported request or issue is related to
  • The different classes of service tickets, for which you can configure the classes
  • Ticket priority and desired due date

When working on the resolution of a service ticket, you can use features such as:

  • Built-in status management
  • A transcript concept that allows processors of the tickets to enter additional information about the processing status
  • Automatic calculation of processing times
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