Bookshelf v7.5: Service Requests and Trouble Tickets Overview

Siebel eCommunications Guide > Service Requests and Trouble Tickets >

Service Requests and Trouble Tickets Overview

Service requests and trouble tickets are managed through the Service Requests and Trouble Tickets screens.

Service requests and trouble tickets perform similar functions. The main differences are:

Trouble tickets functionality supports parent-child relationships

Trouble tickets are typically used to record and track problems with the functioning of services and networks, whereas service requests are typically used to record and track general customer problems and requests. Examples of general problems and requests are billing problems, requests for new equipment, and requests for billing statements.

Initiation of Service Requests and Trouble Tickets

Service requests and trouble tickets may be initiated in several ways:

A customer calls the call center to report a problem with the phone line.

A network communications management system that is integrated with Siebel eCommunications automatically creates a trouble ticket record in the Siebel eCommunications database.

Agents can reassign service requests and trouble tickets to other groups or individuals for resolution. Alternatively, agents can break a service request or trouble ticket down into different activities, which can be assigned to different owners. In this case, the agent can monitor progress towards completion of the activities and close the service request or trouble ticket.

Creation of Service Requests and Trouble Tickets

Service requests and trouble tickets can be created within Siebel eCommunications or moved into Siebel eCommunications by:

Customers using Siebel eService

Customers and partners using an Automated Call Distributor (ACD)

Call center agents responding to phone calls or email from customers

NOC agents responding to network problems

Automated network communications management systems that are integrated with Siebel eCommunications

Trouble Ticket Referral

Trouble tickets can be referred from Siebel eCommunications to trading partner software through integration with an electronic bonding gateway, using Siebel eBusiness Application Integration (eAI).

Additional Information on Service Requests

The remainder of this chapter describes trouble ticket management. For more information about service requests, see Siebel Field Service Guide and Siebel Call Center User Guide.