Siebel Field Service Guide > Service Support >
Resolving a Service Request
The procedures in this section suggest a workflow for researching and resolving a service request. To associate a service request with a related service request
- Navigate to the Service screen > Service Request List view.
- Drill down on the SR # field for a selected service request and click the Related SRs view tab.
- Create a new record and complete the fields as appropriate.
To verify associated change requests for a product
- Navigate to the Products screen > Internal Product List view.
- Drill down on the Product field and click the Change Requests view tab.
To verify the repair history of a product
- Navigate to the Repairs screen > FS Repairs List view.
- Run a query on the Product field.
The Repairs list shows all repairs for the selected product.
To find explanations (decision issues) for a service request
- Navigate to the Service screen > Service Request List view.
- Drill down on the SR # field for a selected service request and click the Decision Issues view tab.
- To see more information related to a decision issue (such as literature and attachments), select the decision issue and drill down on the Name field.
- Click the Attachments view tab to view files associated with this decision issue.
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