Siebel Energy service requests and trouble tickets are primarily used by customer service representatives (CSRs) and their managers, as well as network operations center (NOC) agents.

Service requests and trouble tickets are database records that are used to manage problems with equipment or general requests for service. This chapter is mostly about trouble tickets, but it also explains the differences between trouble tickets and service requests and tells you where you can find more information about service requests. This chapter:

• Guides you in setting up features that help to automate trouble ticket management
• Describes procedures typically used by end users to create, monitor, and close trouble tickets
• Describes procedures that you can use for overall management of trouble tickets