Service Request tracking in Total Care

[blandino]

When doing a demo of the Total Care portal, two questions were asked that I need details on.

1. When the customer begins working with Total Care will the prior SR's opened by the customer on a device be shown, or only the ones created after the Total Care contract is active.

2. How long will the information on the SR's be maintained for viewing in the portal?  As long as the device is active on the network or do they drop off after a prescribed period.

gary

[Jawaid Iqbal · Accepted solution]

Hi Gary,

Below are the answers to your questions:

1. When the customer begins working with Total Care will the prior SR's opened by the customer on a device be shown, or only the ones created after the Total Care contract is active.

Answer: Prior SRs created by the customer for a particular device will be shown as long as same customer who created the SRs is logged into the portal and contract for the that device is active.

2. How long will the information on the SR's be maintained for viewing in the portal?  As long as the device is active on the network or do they drop off after a prescribed period.

Answer : The information on SRs for a particular device will be maintained and can be viewed as long as contract for that device is active.The SR will continue to be shown even if the device is not on the network.

Thanks,

Jawaid.