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Assigning a Trouble Ticket to a Person or Group

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If end users are unable to resolve trouble tickets themselves, they may need to assign them to another qualified CSR or to a group.

In general, trouble tickets can be assigned in these ways:

Batch assignment. Siebel Assignment Manager can assign many trouble tickets at a scheduled time. For more information, see Siebel Assignment Manager Administration Guide.
Dynamic assignment. Siebel Assignment Manager can automatically assign trouble tickets at preset intervals. For more information, see Siebel Assignment Manager Administration Guide.
Interactive assignment. Siebel Assignment Manager is invoked manually from the menu button in the More Info view, as described in the next procedure.
Manual assignment. Users select the owner in the Trouble Tickets screen, as described in the next procedure.

To assign a trouble ticket manually to a person or group

Navigate to the Trouble Tickets screen.
Select the trouble ticket by doing one of these:
Perform a query in the list.
Make the appropriate selections from the Queries and Show drop-down lists to define the trouble ticket record set, and then select the trouble ticket in the Trouble Tickets list.
In the More Info form, click the show more button and then do one of the following:
To assign a trouble ticket using Siebel Assignment Manager, click the menu button, select Assign, and then select a person.
To manually assign a trouble ticket to a person, select a person in the Owner field.
To manually assign a trouble ticket to a group, select a group in the Group field.

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