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Associating Parent and Child Trouble Tickets in Siebel Energy (End User)

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 for 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.

Associating Child Trouble Tickets With Parent Trouble Tickets

To associate a child trouble ticket with existing parent trouble tickets, follow this procedure.

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

To associate a child trouble ticket with existing parent trouble tickets

1. Navigate to the Trouble Tickets screen, then the Trouble Ticket List view.
2. Drill down on the ticket ID of the child trouble ticket.
3. Click the Parent Trouble Tickets view tab.

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

4. In the Parent Trouble Tickets list, create a new record.
5. In the Add Trouble Tickets dialog box, select one or more parent trouble tickets.

Verifying Entitlements for Trouble Tickets

To verify an entitlement associated with a trouble ticket, follow this procedure.

To verify the entitlement associated with a trouble ticket

1. Navigate to the Trouble Tickets screen, then the Trouble Ticket List view.
2. Drill down on the ticket ID of 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.

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

6. In the More Info form, click Verify.

   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, then the Due Date field reflects this time period.