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Siebel Communications Guide > Service Requests and Trouble Tickets in Siebel Communications > About Service Requests and Trouble Tickets in Siebel CommunicationsSiebel Communications service requests and trouble tickets are primarily used by customer service representatives (CSRs), their managers, and network operations center (NOC) agents. Service requests and trouble tickets are database records that are used to manage problems with equipment or general requests for service. This chapter is mostly about trouble tickets, but it also explains the differences between trouble tickets and service requests and tells you where you can find more information about service requests. The following information is included in this chapter:
Service requests and trouble tickets perform similar functions. The main differences follow:
Service requests and trouble tickets are managed through the Service Requests and Trouble Tickets screens. Initiation of Service Requests and Trouble TicketsService requests and trouble tickets can be initiated in the following ways:
Creation of Service Requests and Trouble TicketsService requests and trouble tickets can be created within Siebel Communications or moved into Siebel Communications by the following methods:
Trouble Ticket ReferralTrouble tickets can be referred from Siebel Communications to trading partner software through integration with an electronic bonding gateway, using Siebel Enterprise Application Integration (Siebel EAI). Additional Information About Service RequestsThe remainder of this chapter describes trouble ticket management. For more information about service requests, see Siebel Field Service Guide and Siebel Applications Administration Guide. |
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