Siebel Call Center User Guide > Service Requests >

Closing a Service Request

After an agent has added the solution to the service request, the request can be closed, indicating to other agents that the problem is resolved.

An agent may resolve an open service request based on existing solutions. The solution is often attached to the service request for use by other agents in resolving similar service issues. For more information, refer to Solutions and Resolution Searching.

To close a service request

  1. Navigate to the Service screen, and from the Show drop-down list select My Service Requests.
  2. In the Service Requests list, select the service request.
  3. In the Status field, choose Closed from the drop-down list.
  4. Save the record.

NOTE:  When selecting Closed, the system automatically sets the Sub Status field to Resolved and includes the current date and time in the Closed field.


 Siebel Call Center User Guide 
 Published: 18 April 2003