Siebel eService Administration Guide for Siebel Open UI > Administering Siebel eService > Process of Administering Service Requests >

Adding Updates to Service Requests

Customer service representatives might want to add an update to a service request to ask the customer for more information about the issue or to notify the customer that they are currently investigating the issue. To add an update to a service request, you associate with the service request an activity that describes the nature of the update. Customers who can access that service request can view the activity record under the Updates heading of the service request on the Siebel eService Web site.

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

To add an update to a service request

1. Navigate to the Service Requests screen, then the Service Request List view.
2. In the Service Requests list, drill down on the SR number (#) field for the service request to which you want to add an update.
3. Click the Activities view tab.
4. In the Activities list, add a record, and complete the necessary fields.

   Some fields are described in the following table.