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Resolving Trouble Tickets in Siebel Energy (End User)

This topic describes the ways of resolving trouble tickets.

Adding an Activity to a Trouble Ticket

Resolving a trouble ticket might require several procedures, performed by multiple people or groups. End users can create an activity for each step and assign the activity to themselves, another qualified person, or a group.

To add an activity to 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 Activities view tab.
4. In the Activities list, add a record, and complete the necessary fields.

Associating Activity Plans With Trouble Tickets

Activity plans include a list of activities to be completed to resolve a problem. If an appropriate activity template exists, then end users can select the template to populate their activities list with a defined set of activities. Then end users can customize the list, if necessary. For more information about working with activities and activity plans, see Siebel Applications Administration Guide.

To associate an activity plan 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 Activity Plans view tab.
4. In the Activity Plans list, add a record.
5. In the Template field, select an Activity Template.

Closing a Trouble Ticket

When a trouble ticket is resolved, end users can change its status to Closed in any Trouble Ticket list or form. Changes cannot be made to trouble tickets that are closed. To continue working on a closed trouble ticket, first change its status to Open or Pending.

To close 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, select a value of Closed in the Status field.

   NOTE:  When you save or click outside the record, the Sub-Status field changes to Resolved and the Date Closed field reflects the current time and date.