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Updating a Service Request

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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

Navigate to the Service screen.
Select a service request.
Click the Activities view tab.
Select an activity.
Enter new values in the fields, as needed.

To add an asset to a service request

Navigate to the Service screen.
Select a service request that is not associated with an asset.
On the More Info tab, click the show more button.
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

Navigate to the Activities screen.
Create a new activity.
In the SR # field, select the service request with which you want to associate additional asset.
In the Asset # field, select the additional asset to associate with the service request.
Enter values for other fields, as needed.

To verify field part movements

Navigate to the Service screen.
Select a service request.
Click the Activities view tab.
Select an Activity.
Click the hyperlink in the Type field.

The Activities screen appears with the Attachments view tab selected.

Click the Part Tracker view tab.

The Part Tracker view shows transfers of parts associated with this activity.

To record a resolution code for a service activity

Navigate to the Service screen.
Select a service request.
Click the Activities view tab.
Select an activity record.
Click the hyperlink in the Type field.

The Activities screen appears with the Attachments view tab selected.

In the Activity form, in the Resolution Code field, select a resolution.

NOTE:  Resolutions can also be associated with a service request.

To review orders associated with a service request

Navigate to the Service screen.
Select a service request.
Click the Orders view tab.

The Orders list displays orders associated with the selected service request.

To generate and print an invoice for a service request

Navigate to the Service screen.
Select a service request.
Click the Invoices view tab.
To generate an invoice, in the Invoices list, click Auto Invoice.
Click the hyperlink in the Invoice # field.

The Invoices Line Items view appears.

From the application-level menu, choose View > Reports.

In the Reports dialog box, the Select a Report field shows Customer Invoice.

Click Run Now.

The Siebel Report Viewer window appears with the invoice.

Click the print button to print a pro forma invoice.

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

NOTE:  For this procedure to work, you must first verify the entitlement. See To verify the service agreements and entitlements for an account.

Navigate to the Service screen.
Select a service request.
Click the Metrics view tab.

The Metrics list appears, showing metrics associated with the service request.

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

To close a service request

Navigate to the Service screen.
In the Service Request list, select the service request you want to close.
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.

Generating Correspondence for a Service Request

You can generate correspondence for a selected service request.

To generate correspondence for a service request

Navigate to the Service screen.
Select a service request for which you want to generate correspondence.
From the application-level menu, choose File > New > Correspondence.

The Correspondence view appears with a new record in the Correspondence list. The Recipients list shows the contact associated with the selected service request.

In the Correspondence list, complete the fields as needed for the correspondence you want to generate.
Add more recipients to the Recipients list, if needed.

NOTE:  The selected service request does not become associated with any additional contacts added to the Recipients list for a service request-related correspondence.

Click Generate.

For more information about correspondence, see the chapter on correspondence in Siebel Sales User Guide.

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