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Setting Up Service Requests and Trouble Tickets in Siebel Energy

Administrators can make the CSRs' job easier by creating scripts and automating the assignment of trouble tickets as follows:

• You can use Oracle's Siebel SmartScript to provide scripts that guide CSRs as they collect information about trouble tickets. For more information about creating scripts, see Siebel SmartScript Administration Guide.
• CSRs or other qualified personnel can manually assign ownership of a trouble ticket to themselves, to another employee, or to a group. With the appropriate setup, Oracle's Siebel Assignment Manager can be used to give the CSR the option of automating the assignment.

For more information about setting up Siebel Assignment Manager (including rules, criteria, workload, employees, positions, and territories), see Siebel Assignment Manager Administration Guide.