Service Request to Resolution Business Flow (Oracle E Biz Service)

Service Request Creation to Resolution Business flow has following ten phases:
  • Receive the service contact
  • Validate the customer details
  • Validate the customer entitlement
  • Entry of the Service Request
  • Identification of the solution
  • Progression of the SR/Task
  • Debrief of the Task
  • Submission of Charges, and closure of the Task
  • Maintenance of the Knowledge Base
  • Closure of the SR