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Siebel eEnergy Guide > Service Requests and Trouble Tickets >
Assigning a Trouble Ticket to a Person or Group
If end users are unable to resolve trouble tickets themselves, they may need to assign them to another qualified CSR or to a group.
In general, trouble tickets can be assigned in these ways:
- Batch assignment. Siebel Assignment Manager can assign many trouble tickets at a scheduled time. For more information, see Siebel Assignment Manager Administration Guide.
- Dynamic assignment. Siebel Assignment Manager can automatically assign trouble tickets at preset intervals. For more information, see Siebel Assignment Manager Administration Guide.
- Interactive assignment. Siebel Assignment Manager is invoked manually from the menu button in the More Info view, as described in the next procedure.
- Manual assignment. Users select the owner in the Trouble Tickets screen, as described in the next procedure.
To assign a trouble ticket manually to a person or group
- Navigate to the Trouble Tickets screen.
- Select the trouble ticket by doing one of these:
- Perform a query in the list.
- Make the appropriate selections from the Queries and Show drop-down lists to define the trouble ticket record set, and then select the trouble ticket in the Trouble Tickets list.
- In the More Info form, click the show more button and then do one of the following:
- To assign a trouble ticket using Siebel Assignment Manager, click the menu button, select Assign, and then select a person.
- To manually assign a trouble ticket to a person, select a person in the Owner field.
- To manually assign a trouble ticket to a group, select a group in the Group field.
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Siebel eEnergy Guide Published: 23 June 2003 |