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Resolving Trouble Tickets in Siebel Energy (End User)

This section describes various ways of resolving trouble tickets.

Adding an Activity to a Trouble Ticket

Resolving a trouble ticket may require several procedures, performed by more than one person or group. End users can create an activity for each step and assign the activity to themselves, another qualified person, or a group.

Activity plans consist of a list of activities to be completed to resolve a problem. If an appropriate activity template exists, end users can select the template to populate their activities list with a defined set of activities. Then end users can customize the list, if necessary.

For more information about working with activities and activity plans, see Applications Administration Guide.

To associate an activity plan with a trouble ticket

1. Navigate to Trouble Tickets > Trouble Ticket list.
2. In the Trouble Ticket list, click the Ticket Id of the trouble ticket.
3. Click the Activity Plans view tab.
4. In the Activity Plans list, add a record.
5. In the Template field, select an Activity Template.

To add an activity to a trouble ticket

1. Navigate to Trouble Tickets > Trouble Ticket list.
2. In the Trouble Ticket list, click the Ticket Id of the trouble ticket.
3. Click the Activities view tab.
4. In the Activities list, add a record and complete the necessary fields.

Closing a Trouble Ticket

When a trouble ticket is resolved, end users can change its status to Closed in any Trouble Ticket list or form. Changes cannot be made to trouble tickets that are closed. To continue working on a closed trouble ticket, first change its status to Open or Pending.

To close a trouble ticket

1. Navigate to Trouble Tickets > Trouble Ticket list.
2. In the Trouble Ticket list, click the Ticket Id of the trouble ticket.
3. Click the More Info view tab.
4. In the More Info form, from the Status drop-down list, select Closed.

   NOTE:  When you save or click outside the record, the Sub-Status field changes to Resolved and the Date Closed field reflects the current time and date.