Before I proceed with the implementation of the service module for our case study, I would like to provide you with some recommendations for your own project. You can then better utilize the information provided in the case study.
How do you want to organize your service? Categorize your service requirements into serial-number-based management, product categories, and customers. Then, create the relevant contract templates for each category.
Design the contract templates and keep in mind that these are the only templates which will later be assigned for each serialized item, product group, or customer.
Define queues and the people responsible to take care of service call issues. Make sure that you have a hierarchy. For example, have first-level support take the basic calls. Then, allow assigning a queue, such as second-level support, to resolve the issue. You may also have a queue called escalation queue. It would resolve issues that were not resolved within the resolution...