Siebel Field Service Guide > Service Requests and Solutions > Process of Managing Service Requests >

Creating Service Requests (End User)

To respond to a request for service, you create a service request and attempt to resolve the problem. If you cannot resolve the problem, then you can set up service activities, select and schedule the engineers to perform the activities, and inform the engineers of their assignments.

This task is a step in Process of Managing Service Requests.

To create a service request

1. Navigate to the Service screen, then the Service Request List view.
2. Create a new service request record, and complete the fields as appropriate.

   Some fields are described in the following table.

   Field	Comments
   Status	Displays a status of Open. The state model controls the behavior of this field. For more information about the state model, see Siebel Business Process Framework: Workflow Guide.
   Substatus	Displays a substatus of Unassigned. The state model controls the behavior of this field.
   Account	Select the appropriate account for the service request. Accounts can include multiple addresses. Make sure that you select the account with the correct address.
   Recommendation	Select the next action to take for the service request. Values include: Dispatch. Creates service activities by associating an activity plan template with the service request. You can configure the activity plan name in the SR Recommendation workflow. Escalate. Creates a new repair order that inherits the values from the following service request fields: Product, Asset, Return to Account, Price List, and Rate List. Return. Creates a new order line item and a new repair order (with an RMA Return type) that inherits the values from the following service request fields: Account, Contact, Price List, Entitlement, and Order ID. NOTE:  You must activate the SR Recommendation workflow to use the Recommendation field.
   Entitlement	Displays an entitlement name. This entitlement provides special terms for billing the labor, expenses, and parts for this service request and provides the date and hours when the customer is entitled to service.
   Date Opened	Displays the date and time that you create the service request. Depending on the Post Default Created Date to Date Saved user property setting, this date and time is when you first save the service request or when you first open it. For more information, see Setting Default Date and Time for Opened Field.
   Date Committed	Select the date and time that you expect the service request to close. Selecting an entitlement automatically generates a value for this field by using the response time in the service request metrics, the service calendar, and the requested date the service. Activities associated with the service request inherit the Date Committed field value. The Date Committed field value in the service request appears in the Due field for activities of the service request. For more information, see Date Committed.
   Date Closed	Displays the date and time that you actually close the service request.
   Billable	Select this check box to indicate the activities and orders associated with the service request are billable to the account. If you select this check box, then the billable check box for the activities and orders associated with the service request is automatically selected. If you select this check box, and clear the billable check box for the activities and orders associated with the service request, then the activities and orders are not billed to the account, unless an entitlement overrides the billable flag for the activity.
   Organization	Displays the organization for the service request. The organization limits the visibility of data. If you select All Service Requests Across Organizations in the visibility filter, then the service requests for all organizations appear. For more information about setting up organizations, see Siebel Security Guide. If you own a record, then you can see it when you select My Service Requests in the visibility filter, even if the record does not apply to your organization. However, you do not see the record when you select All Service Requests in the visibility filter if the record does not apply to your organization.

3. Drill down on the SR number (#) field for a selected service request, and click the Service Details view tab.
4. Complete the fields as appropriate.

   Some fields are described in the following table.

   Field	Comments
   Symptoms	Select a description of the symptom that initiated the service request. A service request can be associated with multiple symptoms. A customer can report some symptoms as part of a service request, a field service engineer can report other symptoms as part of an activity, and a repair person can report other symptoms as part of a repair activity. All the reported symptoms appear in the dialog box that appears when you click the select button in this field because the symptoms are stored in an intersection table that also stores the activity and the service request ID.
   Service Region	Select the service region that is associated with the service request. Activities for this service request inherit this service region. The Appointment Booking System and Optimizer require a service region. For more information, see Scheduling Using Siebel Scheduler.