Siebel eService Administration Guide Addendum for Industry Applications > Siebel Public Sector eService > Managing Cases >

Requesting Appointments for Cases

To request appointments for their cases, citizens can create activity records for appointment requests.

To request an appointment for a case

1. In the Siebel Public Sector eService Web site, click the Service tab.
2. In the Quick Links applet, click the Check Case Status hyperlink.
3. (Optional) To find a specific case, click Query, enter the search criteria in the fields in the My Cases form, and click Go.

   NOTE:  For the form fields in which you can type text, you can use a wildcard to search, which in this case is an asterisk (*). For example, you can type *Arson* in the Name field to find all cases that contain the word Arson in the case name. The search logic is case sensitive, so the word Arson might yield different search results than the word arson.

4. In the My Cases applet, click the hyperlink in the Case number (#) field for the case for which you want to request an appointment.
5. In the Activities applet, complete the following steps:
   1. Click Add.
   2. In the Activities form, complete the appropriate fields, and select Appointment in the Type field.
   3. Click Submit.

      In the Activities applet for the case, an activity record for the appointment appears. The Type field value of the activity record is Appointment, and the Status field value of the activity record is Active. You cannot change or delete this activity, but an agent can change (but not delete) this activity in the Siebel Public Sector application.

6. If you want to include in the case a document that supports the appointment request, then add an attachment to the case for which you request the appointment.

   For information about adding an attachment to a case, see Step 5 in Updating Cases.