To pass a request to the 4me account of another provider, a service instance of this provider needs to be applied to the request. This ensures that the request gets included in this provider’s SLA reporting. 4me now helps specialist avoid accidentally removing the link with the service instance, the category options ‘Complaint’, ‘Compliment’ or ‘Other’ are no longer available in requests that originated from other 4me accounts.
The category options ‘Complaint’, ‘Compliment’ and ‘Other’ are intended for requests that do not concern a specific service. That is why the Service instance field is removed from a request when one of these three options is selected. Making sure that the service instance is not removed by accident, should help avoid inaccuracies in the SLA reports.