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Creating a new issue

Updated on October 6, 2020

An issue symbolically represents a customer need. It is selected by a customer service representative (CSR) when interacting with a customer within a service request to facilitate and simplify the creation of a work order to satisfy that customer need. An issue is predefined and associated with an appropriate service. As a business administrator, you must define at least one issue before you can assign work to a field worker.

Before you begin: Create issue categories before creating an issue. For more information, see Creating an issue category and Creating an issue sub-category.
  1. In the Pega Field Service Admin portal, click IssuesIssuesNew issue.

  2. On the Details tab, enter a name and a description.

    For example: Awning window repair from shipping damage.
  3. In the Issue category field, you can select one or more issue categories.

    For example: Product shipping damage. For more information, see Creating an issue category.
  4. On the Products tab, click the Add new icon to select the product, product line, or product family for which this issue is relevant.

  5. On the Service tab, enter a service name to be performed for this issue.

    For more information, Creating a service type .

  6. Click Create.

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