Using an Incident to Create a Service Order

Use either of these methods to create a new service order that is linked to the currently selected incident:

• On the Incidents form, select an incident and click Service Orders.
• From the Incident Queue Console, select an incident and click XRef to SRO.

Synchronization of Fields

The incident and the SRO have several fields in common. You control which fields should stay in synchronization by selecting those fields in the Service Parameters form, in the Incident/SRO Sync Settings area. When you first select any of these fields on the Service Parameters form, you are prompted to specify in which direction the synchronization is initially performed; that is, should the incident value override the SRO value, or should the SRO value override the incident value? After the first synchronization, updates to either the incident or the SRO  are automatically synchronized.

If selected, the incident Status Code synchronizes with the SRO Working Status; the incident Owner synchronizes with the SRO Lead Partner; and the incident Reason/Resolution synchronizes with the Reason/Resolution at the SRO Operation level.

Related Topics

Adding and Updating a Service Order

Setting Up Service Parameters

Using an Incident to Create a Customer Order