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Siebel Field Service Guide > Service Support >
Solving a Service Request
The procedures in this section suggest a workflow for researching and solving a service request.
To associate a service request with a related service request
- Navigate to the Service screen.
- Select a service request.
- Click the Related SRs view tab.
- In the Related SRs list, add a new service request record.
- In the Add Service Requests dialog box, query for service requests that have a similar type, product, account, or other common element.
- Select the service request you want to associate with the current service request and click Add.
To verify associated change requests for a product
- Navigate to the Products screen.
- Select a product.
- Click the Change Requests view tab.
Change requests associated with this product appear in the Change Requests list.
To verify the repair history of a product
- Navigate to the Repairs screen.
The Repairs list appears.
- In the Repairs list, create 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
- Navigate to the Service screen.
- Select a service request.
- Click the Decision Issues tab.
A list of decision issues appears, with suggested explanations for the customer.
- To see more information related to a decision issue (such as literature and attachments), select the decision issue and click the hyperlink in the Name field.
- Click the Attachments tab to view files associated with this decision issue.
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Siebel Field Service Guide Published: 21 April 2003 |