Siebel Field Service Guide > Service Support > Process Flow for Logging Service Requests >

Logging Service Requests

The following procedures suggest a typical workflow that is initiated upon receiving a request for service.

To verify an account, a contact, and an asset

1. Navigate to the Accounts screen > Accounts List view.
2. Query for the caller's account.

   The Contacts list appears, showing authorized contacts for that account.

3. Query for the caller's name and click the Assets view tab.

   The Assets list shows assets associated with the selected account.

4. Query for the caller's asset and click the Service Profile view tab.

   The Service Profile list shows products associated with the selected account. The Assets list shows the assets associated with a selected product.

To log a service request

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

   NOTE:  If the account has more than one address, choose the account using the select button to the right of the account field. The Siebel state model controls the behavior of the Status and Substatus fields. See Siebel Business Process Framework: Workflow Guide for a detailed explanation of the state model.

To verify the service agreements and entitlements for an account

1. Navigate to the Accounts screen > Account List view.
2. Drill down on the Account Name field for a selected account record and click the Agreements tab.

   The Agreements list shows agreements associated with this account. The Start, End, and Valid fields show which agreements are in effect.

3. Click the Entitlements tab.

   The Entitlements list shows agreements associated with this account. The Agreement field shows the agreement with which the entitlement is associated.

To select an entitlement for a service request

1. Navigate to the Service screen > Service Request List view.
2. Select a service request that has an associated account or contact.
3. In the menu bar, click Verify or Verify Best Time (see the following table).

4. In the Pick Entitlement dialog box, select an entitlement and click OK.

To verify the valid hours for completing a service request

1. For this procedure to work, you must first verify the entitlement. See To verify the service agreements and entitlements for an account.
2. Navigate to the Service screen > Service Request List view.
3. Drill down on the SR # field for a selected service request and click the Service Hours tab.

To verify the warranties for an asset

1. Navigate to the Service screen > Service Request List view.
2. Drill down on the SR # field for a selected service request and click the Service Details view tab.
3. In the Warranty As Of field, enter the date on which to verify a valid warranty and click Check Warranty.

To associate a change request to a service request

1. Navigate to the Service screen > Service Request List view.
2. Drill down on the SR # field for a selected service request and click the Change Requests view tab.
3. In the menu bar, click Add. In the Add Change Request dialog box, select an existing change request or create a new one.

   For information about entering change requests, see Quality.

To associate an activity plan with a service request

1. Navigate to the Service screen > Service Request List view.
2. Drill down on the SR # field for a selected service request and click the Activity Plans view tab.
3. Create a new record and complete the fields as appropriate.

   For information about activity plans and activity templates, see Field Service Activities.

To associate an activity with a service request

1. Navigate to the Service screen > Service Request List view.
2. Drill down on the SR # field for a selected service request and click the Activities view tab.
3. Create a new record and complete the fields as appropriate.