Siebel Field Service Guide > Service Support >

Resolving a Service Request

The procedures in this section suggest a workflow for researching and resolving a service request.

To associate a service request with a related 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 Related SRs view tab.
3. Add a record and complete the fields as appropriate.

To verify associated change requests for a product

1. Navigate to the Products screen > Internal Product List view.
2. Drill down on the Product field and click the Change Requests view tab.

To verify the repair history of a product

1. Navigate to the Repairs screen > FS Repairs List view.
2. Run a query on the Product field.

   The Repairs list shows all repairs for the selected product.

To find explanations (decision issues) for 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 Decision Issues view tab.
3. To see more information related to a decision issue (such as literature and attachments), select the decision issue and drill down on the Name field.
4. Click the Attachments view tab to view files associated with this decision issue.