Siebel Field Service Guide > Quality >

Resolving Change Requests (Engineering End User)

The engineering manager who owns an open CR assigns the CR to an engineer on her team. The engineer first tries to re-create the issue by following the description entered by the CR creator. He debugs the issue and isolates its cause. He then makes the appropriate fix, updates the CR with all relevant details, and closes the CR.

Assigning Change Request to Engineers (Manager)

After the product manager assigns the CR to an engineering manager, the engineering manager assigns the CR to an engineer who has the right expertise to resolve the issue.

To assign a change request to an engineer

1. Navigate to the Quality screen.
2. Select a CR record.
3. In the My Change Requests list, in the Owner field, select the engineer you want to assign to resolve the issue.
4. Drill down on the CR # field hyperlink.
5. On the More Info form, in the Comments field, enter any comment or explanation that might be necessary for the engineer to understand the issue.

Creating Multiple Occurrence Change Requests

In the course of resolving a CR, an engineer might find the same problem in another testing environment, another language version, or another product release version. For this situation, your Siebel application allows end users to create parent-child relationships between CRs. With this functionality, end users can create multiple occurrence CRs and link them to a parent CR.

CRs are multiple occurrences when they have the same functional description but are logged against more than one critical factor such as environment, language, or product. Alternatively, multiple occurrence CRs can describe different symptoms that originate from the same problem and require the same resolution. Multiple occurrence CRs must have the same owner, and the files or other components to be fixed must be the same.

The ability to create multiple occurrence CRs allows end users to manage related issues from one source, eliminate double-counting of product issues, and track the linked CRs together.

To create a new multiple occurrence CR (child) for an existing primary occurrence CR (parent), use the following procedure.

To create a multiple occurrence change request

1. Navigate to the Quality screen.
2. In the My Change Requests list, select a CR record that will be the parent to multiple occurrences.
3. In the Change Request form, click Menu and choose Create Multiple Occurrence.

   The system creates a copy of the original record with a new CR number. The number of the original CR (the parent) appears in the Primary Occurrence field.

4. In the new CR record, change the field values for information that is different from the original CR. Some fields in the Change Requests view are listed in Table 105.
5. In the My Change Requests list, drill down on the CR # field hyperlink.
6. In the More Info form, in the Comments field, record the action you have taken and note any additional information that may be relevant.

   The parent and child CRs are linked and the new CR becomes a multiple occurrence CR.

Breaking Multiple Occurrence Links

In some cases, links between multiple occurrence CRs need to be removed. For example, further investigation may reveal that multiple occurrence CRs are not related to each other.

You can break a multiple occurrence link either from a parent CR or from a child CR. To break Multiple Occurrence links, use the following procedures.

To break a multiple occurrence link from the parent change request

1. Navigate to the Quality screen.
2. In the My Change Requests list, select a CR record for a parent multiple occurrence CR.
3. Drill down on the CR # field hyperlink.
4. Click the Related CRs view tab.

   The Related CRs list displays the CRs with child relationships to the selected primary CR.

5. In the Related CRs list, select the multiple occurrence CR you want to remove.

   NOTE:  Child multiple occurrence CRs are identified by a value of Multiple Occurrence in the Relationship Type field.

6. In the Related CRs list, click Menu and select Delete Relationship.
7. In the confirmation window, click OK.

   The CR is removed from the Related CRs list.

To break a multiple occurrence link from the child change request

1. Navigate to the Quality screen.
2. In the My Change Requests list, select a CR record for a child multiple occurrence CR.
3. Delete the value in the Primary Occurrence field. (The value in this field is the parent CR.)
4. Drill down on the CR # field hyperlink.
5. On the More Info form, in the Comments field, record the action you have taken and note any additional information that may be relevant.
6. Click Menu.

   If the link was broken successfully, the Go To Primary Occurrence option is unavailable.

Linking Related Change Requests

In addition to multiple occurrence, Siebel Quality uses several other designations to define the relationships that can occur among CRs. Related CRs are useful when investigating a solution for a CR that may be similar to others.

• Duplicate (Dup-Double Entry). The same CR entered more than once. Not only is the functional description the same, but other critical factors such as environment, language, or product are also the same.
• Dependent Upon. A CR that cannot be resolved until it receives a fix from another CR.
• Miscellaneous (Misc). An arbitrary relationship between CRs. Allows you to track multiple CRs together, though they may not be dependent on one another or match one another.

This section contains procedures for creating and managing the related CRs. To create a relationship between two existing CRs, use the following procedures.

To link a related change request from a parent change request

1. Navigate to the Quality screen.
2. In the My Change Requests list, select the primary CR to which you want to relate another CR.
3. Drill down on the CR # field hyperlink.
4. Click the Related CRs view tab.
5. In the Related CRs list, create a new record.
6. In the Add Change Request dialog box, select the CR you want to relate to the primary CR as a child and click OK.
7. In the Relationship Type field, select the type of relationship the related CR has to the parent CR.
8. In the Comments field, record the action you have taken and note any additional information that may be relevant.

To link a related change request from a child change request

1. Navigate to the Quality screen.
2. In the My Change Requests list, select the CR record you want to link to another CR record as a child.

   NOTE:  The child CR cannot have any related child CRs of its own. To verify this drill down on the CR # field hyperlink, and check the Related CRs view tab.

3. In the Primary Occurrence field, select the CR number of the parent CR.
4. Drill down on the CR # field hyperlink.
5. On the More Info form, in the Comments field, record the action you have taken and note any additional information that may be relevant.
6. Click Menu and choose Go to Primary Occurrence.

   The Change Request form displays the CR record you just designated as the parent (primary occurrence).

7. Click the Related CRs view tab.
8. In the Related CRs list, select the child CR record you just linked to the parent as related.
9. In the Relationship Type field, select the type of relationship the child CR record has to the parent CR record.

Closing Resolved Change Requests

Upon receiving a newly assigned CR, the engineer tries to reproduce the issue. At this point, the CR may be closed for several reasons, such as the issue being with a third-party product, no longer applicable to the current release, or the engineer being unable to reproduce it.

If the engineer determines that the CR is a real issue, he investigates further, makes the appropriate fix, and tests the fix. When the fix is complete, he closes the CR and enters relevant information about the fix.

When closing a primary occurrence CR, an engineer can close a parent CR and all its child CRs at once, close the parent CR only, or close a child CR independently of its parent.

When closing a CR, the engineer enters information in the right side of the Change Requests form, labeled Resolution. Use the following procedures to close CRs that have been fixed or otherwise resolved.

To close a resolved change request

1. Navigate to the Quality screen.
2. In the My Change Requests list, select a CR record that you want to close as fixed.
3. In the Change Request form, set the Status field to Closed.
4. Set the Substatus field to the appropriate value.
5. In the My Change Requests list, drill down on the CR # field hyperlink.
6. On the More Info form, in the Comments field, add a comment explaining the resolution.

Complete the other fields as needed. Some fields in the Change Requests view are listed in Table 105.

To close a resolved parent multiple occurrence change request

1. Follow the steps of To close a resolved change request for a parent CR.

   When you save the record, a message box appears.

2. Do one of the following:
   • Click OK to close all the associated multiple occurrence CRs with the same resolution information as the primary CR.
   • Click Cancel to close only the primary CR.