Service Requests region

Because CSM v2 is going to be integrated with MetaLink, support for managing your service requests is front and center.  Unlike static, "web 1.0" style displays, we've made the display of SRs feel more like an application.  Try out sorting, searching, or resizing the columns to make wider contents fit better.

If you click on a service request to drill into it, you'll get the detailed view with all the information you're accustomed to; but again, you'll have a better looking (and hopefully more usable) interface to interact with it.  Tell us -- does this display actually improve on what you were used to, and if so, how?  Do you see ways that we could make it even better?


Need to only show our service requests as it is currently showing up in Metalink, not all of the service requests by CSI number.

Posted by April Sims on June 22, 2007 at 08:09 AM PDT #

You should be able to filter the SRs by selecting the small pen on the region header. Once the editor appears, select the "Show SRs assigned to me" checkbox.

Posted by Dave Stowell on June 22, 2007 at 11:44 AM PDT #

Thanks...I would recommend that be the default setting (you may want to take a poll on that) because it may be just personal preference. When doing a sort on an SR as new to old, it only shows the most recent details. Only when doing a sort from old to new does all the details show up. I like the fact that you have split up the information that shows up for a SR request into more manageable chunks. Assuming that the ability to update the SR within CM2 is coming. I would like to see all detail information when doing an update to a SR UNLIKE the current Metalink a new blank box pops up when adding information to the SR. I typically logon to Metalink twice to get around this.

Posted by April Sims on June 27, 2007 at 03:55 AM PDT #

We will work on this, so when updating the SR, the information from previous interaction is clear and easy to review, while editing and adding to it. Do you look at the "meta" data about this SR in the region on the right?

Posted by Richard Miller on June 29, 2007 at 05:02 AM PDT #

Yes, it is great to refer to if you get sidetracked or work on multiple CSI's and/or multiple SR's.

Posted by April Sims on July 17, 2007 at 03:56 AM PDT #

Noticed that when I click the Update SR tab it stays active when going into other SR's even if I don't enter any information. No cancel button? It goes away by logging out and back in.

Posted by April Sims on August 22, 2007 at 03:45 AM PDT #

I think it would be nice if I could attach a label to a CSI -and- the CSI owner could attach a label as well, both of which are displayed. It would help Oracle customers track CSI by license category, departmental role etc. and it would help Partners keep track of different customers' CSIs.

Posted by Bob Murching on October 01, 2007 at 07:32 AM PDT #

If I refresh the Dashboard, the SR area says (something like) "There are no SRs for this null.", then it refreshes sometime later to list SRs. While I understand the word "null" may be a bug, in general SCM, nee CSM, would be better if it displayed (had a default/initial display) that implied "loading" instead of "No ___" when there will/may be some displayed in a moment. Maybe more "things" need an hour glass to give feedback that (more) stuff is coming? My intent of this comment isn't restricted to the SR display. Thanks for listening.

Posted by Wayne Smith on November 21, 2007 at 04:50 AM PST #

How can we upload a file to the SR using SCM?

Posted by Samir Hamshari on April 01, 2008 at 09:26 AM PDT #

Samir, That functionality will be introduced in an upcoming release of SCM; for now, you can use the default MetaLink SR interface for uploading files.

Posted by Joshua Solomin on April 01, 2008 at 09:33 AM PDT #

Hi, I really like the SR region of your UI and would like to use it in my environment. Is the code available for downloading and what is used to implement it. Regards, Delbert

Posted by Delbert on May 08, 2008 at 08:28 AM PDT #

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