This chapter describes the procedures for initiating and managing service requests and trouble tickets in Siebel Communications. It includes the following topics:

• About Service Requests and Trouble Tickets in Siebel Communications
• Scenario for Using Service Requests and Trouble Tickets in Siebel Communications
• Setting Up Service Requests and Trouble Tickets in Siebel Communications
• Creating a Trouble Ticket Record in Siebel Communications (End User)
• Assigning a Trouble Ticket in Siebel Communications (End User)
• Associating Parent and Child Trouble Tickets in Siebel Communications (End User)
• Viewing Fallout Orders for Trouble Tickets
• About Trouble Ticket Solutions
• Resolving Trouble Tickets in Siebel Communications (End User)
• Using the Customer Satisfaction Survey in Siebel Communications (End User)
• Analyzing Trouble Tickets Data in Siebel Communications (End User)
• Additional End-User Tasks for Trouble Ticket Management in Siebel Communications