About Equipment Service Requests

The request for product servicing and additional details are obtained from the customer and stored as an equipment service request. A representative from the customer's organization provides the details and a user from the support unit of the reported item manufacturing company creates the ESR. Multiple models can be associated with an ESR. A formal investigation is carried out to identify the problem and service the product. A request is placed to the customer to return the product for servicing.

An ESR is related to the reporter, who is the designated as the point of contact for the ESR.

Some requests may not relate to product servicing. If a customer reports a problem that occurred in the equipment, which may be due to malfunction, it is considered as a complaint. Similarly, if a customer has a query or needs more information about the product, it is considered as an inquiry.

After necessary information, such as contact and model details, is available in the ESR, it is investigated to verify the details and to determine if the request is valid. A return object is created to request the customer to return the product for servicing. If required, a fulfillment object is created to track product replacements sent to the customer.

The lifecycle of an ESR consists of multiple states. In each state, you can view ESR list and details, add models, close and reopen ESRs, and promote ESRs based on your role and access permissions.

The ESR lifecycle consists of the following states.

• Create: In this state, you can add contacts and reported items, modify, invalidate, and convert ESRs.
• In Process: In this state, ESR owner can attach reference documents, and add, remove, or update discussions. In addition, complaint investigator or Quality Manager can complete investigations, close, invalidate, and convert ESRs.
• Closed: In this state, a Quality Manager can reopen a closed ESR.
• Invalid: In this state, you can view the details of an ESR.