Siebel Field Service Guide > Service Support >

Updating a Service Request

After a service request is opened, the service center or field service agent can add the following information to a service request.

To update activities for a service request

1. Navigate to the Service screen > Service Request List view.
2. Drill down on the SR # field for a selected service request and click the Activities view tab.
3. Select an activity and enter new values in the fields, as needed.

To add an asset to a service request

1. Navigate to the Service screen > Service Request List view.
2. Drill down on the SR # field for a selected service request that is not associated with an asset and click the Activities view tab.
3. Drill down on the Activity field for the associated service request and click the More Info view tab.
4. In the Asset # field, enter or select the number for the additional asset.

NOTE:  A service request can be associated directly with only one asset. However, a service request can be associated with multiple activities, and each activity can have one associated asset. To associate multiple assets with a service request, create multiple activities, associate them with a service request, and associate each of the assets with a different activity. For information on managing defective assets, see Quality.

To add additional assets to a service request

1. Navigate to the Activities screen > Activity List view.
2. Create a new record and complete the fields as appropriate.
3. Drill down on the Type field for the associated service request and click the More Info view tab.
4. In the Asset # field, select the additional asset to associate with the service request.

To verify field part movements

1. Navigate to the Service screen > Service Request List view.
2. Drill down on the SR # field for a selected service request and click the Activities view tab.
3. Drill down on the Type field for the selected activity and click the Part Tracker view tab.

To record a resolution for a service activity

1. Navigate to the Service screen > Service Request List view.
2. Drill down on the SR # field for a selected service request and click the Activities view tab.
3. Drill down on the Type field for the selected activity and click the More Info view tab.
4. In the Resolution field, select a resolution.

To review orders associated with a service request

1. Navigate to the Service screen > Service Request List view.
2. Drill down on the SR # field for a selected service request and click the Orders view tab.

To generate and print an invoice for a service request

1. Navigate to the Service screen > Service Request List view.
2. Drill down on the SR # field for a selected service request and click the Invoices view tab.
3. In the menu bar, click Auto Invoice.
4. Drill down on the Invoice # field and click the Invoices Line Items view tab.
5. Click Reports > Customer Invoice and then click Run Now.

   The Siebel Report Viewer window appears with the invoice.

6. Click the Print button to print a standard invoice.

To view the performance measurements (metrics) for a service request

1. For this procedure to work, you must first verify the entitlement. See To verify the service agreements and entitlements for an account.
2. Navigate to the Service screen > Service Request List view.
3. Drill down on the SR # field for a selected service request and click the Metrics view tab.

   The Metrics list contains read-only records of the metrics associated with this service request. Service metrics are defined in the Administration - Service screen, in the Entitlement Templates list on the Metrics view. See Agreements.

To close a service request

1. Navigate to the Service screen > Service Request List view.
2. Select the service request you want to close, then in the Status field, select Closed.

   The system automatically changes the Substatus field to Resolved and sets the Closed field's date and time to the current date and time.

   NOTE:  After closing a service request, the record is read-only. The status of a service request must be changed back to Open before the record can accept any further changes.