Siebel eCommunications Guide > Service Requests and Trouble Tickets >

Associating Parent and Child Trouble Tickets

The general procedure for setting up a parent-child relationship is to create the child trouble ticket and then associate it with an existing trouble ticket that will be the parent.

End users can group many child trouble tickets under one parent trouble ticket. Grouping several trouble tickets under one parent can be useful for managing a single network problem that results in calls from many customers.

To associate a child trouble ticket with existing parent trouble tickets

  1. Navigate to the Trouble Tickets screen.
  2. In the Trouble Tickets list, select one or more child trouble tickets.
  3. Click the Parent Trouble Tickets view tab.

    4. The Trouble Ticket Details form appears with the Parent Trouble Tickets list beneath it.

  4. In the Parent Trouble Tickets list, click New.
  5. In the Add Trouble Tickets dialog box, select one or more parent trouble tickets.

NOTE:  A list of children of a selected trouble ticket appears in the Related Trouble Tickets view.

To verify the entitlement associated with the trouble ticket

  1. Navigate to the Trouble Tickets screen.
  2. Select the trouble ticket.
  3. Click the More Info view tab.
  4. In the More Info form, click the show more button to access more fields.
  5. In the Entitlement Name field, select an entitlement.

    6. NOTE:  For information on determining how this dialog box is populated, see Siebel Field Service Guide.

  6. In the More Info form, click Verify.

    7. The Due Date field is automatically populated with the appropriate time period. For instance, if the customer is entitled to have a problem fixed within two hours, the Due Date field will reflect this.


 Siebel eCommunications Guide 
 Published: 23 June 2003