Service Request Fields

Summary Tab Fields

Case ID

Generated automatically when a new service request created in the server database The main Vine database that is located on the server computer and stores data from all Vine end users..

You cannot change this field.

Modified By

Specifies the user who saved it last.

You cannot change this field.

Date Opened

Mandatory field. Specifies the date when the request was created.

Date Closed

Specifies the date when the request was solved and closed.

Type

Specifies the type of the request, such as, Problem, Question, etc.:

The administrator can add additional values to the list In lists objects are represented by small icons and object names. Icons help you to recognize object types. Press a keyboard character (a letter or a digit) to jump to the list item that starts from this character. The first matching item will be chosen, counting from the top of the list. of standard ones.

Phase In Vine Marketing, a phase is an independent stage of a query. It has its operation type and criteria loaded in its Contents field.

Specifies the phase of the request, such as, Received, Registered, etc.:

The administrator can add additional values to the list of standard ones.

Priority

Specifies the priority of the request:

The administrator can add additional values to the list of standard ones.

Responsibility

Specifies the Responsibility unit for the request.

The administrator can add additional values to the list of standard ones.

Published

Select Published if the request has been published on your Customer Web.

Reproducible

Select Reproducible if you can repeat the problem.

Customer Tab Fields

Customer and Contact are link fields:

• Use the Customer field to select a company that will be connected Vine objects are linked to each other by connections. Vine shows an object together with links to all objects directly connected to it. as a Customer to the request.

• Use the Contact field to select a person that will be connected as a Customer Contact to the request.

Details Tab Fields

Product / Product Version

Select the Product and enter the version of the product where the problem has been reported.

Platform / Platform Version

Select the Platform and enter the version of the platform where the problem has been reported.

Other info

Free form field where you can add more information.

Title

Mandatory field where you briefly describe the case.

Problem

Describe the problem here.

Internal Notes

Add internal description which will not be available to your customers. For example, internal notes usually not published on the Customer Web.

Solution

Describe the found solution to the problem here.

Access Rights

For information about object All information in Vine is stored in the server database as named objects of different types. Examples: a company, a person, an event, a sales case. access rights please see the Protecting Objects chapter.

Image Field

For information about image fields please see the Image Fields chapter.