Managing Service Requests for Siebel Finance

A service request is a customer request for service. It includes the activities associated with the request and information about the response to the request.

The following procedures related to service requests and service request management are included in this topic:

• "Displaying Service Request Details"

• "Modifying Service Request Information"

• "Modifying Order Information for a Service Request"

• "Modifying Activity Information for a Service Request"

  
  

  Note: You must complete the relevant setup tasks detailed in Siebel Applications Administration Guide before using the Siebel Mobile application for Siebel Finance.

  
  

Displaying Service Request Details

You can display service request details by using the Service Requests list.

To display service request details 

1. Tap the Side Menu icon on the application banner, and then tap Service Reqs to display the following:

   • The Service Requests list and details for the selected service request in the right pane or work area.

   • A list in the left pane in which you can select the related items for service requests.

2. Tap a service request in the Service Requests list.

   All details for the selected service request appear below the list in the work area.

3. To view the related items for the selected service request, tap the following names in the list in the left pane:

   • Orders. Shows the order information for the service request. For more information, see "Modifying Order Information for a Service Request".

   • Activities. Shows the activity information for the service request. For more information, see "Modifying Activity Information for a Service Request".

Modifying Service Request Information

Complete the following procedure to modify service request information.

To modify service request information 

1. Tap the Side Menu icon on the application banner, and then tap Service Reqs to display the following:

   • The Service Requests list and details for the selected service request in the right pane or work area.

   • A list in the left pane in which you can select the related items for service requests.

2. Update an existing service request as follows:

   1. Tap a service request in the Service Requests list.

      All details for the selected service request appear below the list in the work area.

   2. Tap the pencil icon, update the information as required, and then save the record.

      You might not be allowed to update all fields in the record.

3. Create a new service request as follows:

   1. Tap the plus (+) icon in the work area.

   2. Enter the information for the new service request on the form that appears, and then save the record.

Modifying Order Information for a Service Request

Complete the following procedure to modify the order information for a service request.

To modify the order information for a service request 

1. Tap the Side Menu icon on the application banner, and then tap Service Reqs to display the following:

   • The Service Requests list and details for the selected service request in the right pane or work area.

   • A list in the left pane in which you can select the related items for service requests.

2. Tap a service request in the Service Requests list.

   All details for the selected service request appear below the list in the work area.

3. Update an existing service request order as follows:

   1. Tap Orders in the list in the left pane.

      All orders associated with the service request appear in the work area, and all details for the selected service request appear above the list in the work area.

   2. Tap the order that you want to update.

   3. Tap the pencil icon, update the information as required, and then save the record.

      You might not be allowed to update all fields in the record.

4. Create a new service request order as follows:

   1. Tap Orders in the list in the left pane, and then tap the plus (+) icon in the work area.

   2. Enter the information for the new order on the form that appears, and then save the record.

Modifying Activity Information for a Service Request

Complete the following procedure to modify the activity information for a service request.

To modify the activity information for a service request 

1. Tap the Side Menu icon on the application banner, and then tap Service Reqs to display the following:

   • The Service Requests list and details for the selected service request in the right pane or work area.

   • A list in the left pane in which you can select the related items for service requests.

2. Tap a service request in the Service Requests list.

   All details for the selected service request appear below the list in the work area.

3. Update an existing service request activity as follows:

   1. Tap Activities in the list in the left pane.

      All activities associated with the service request appear in the work area, and all details for the selected service request appear above the list in the work area.

   2. Tap the activity that you want to update.

   3. Tap the pencil icon, update the information as required, and then save the record.

      You might not be allowed to update all fields in the record.

4. Create a new service request activity as follows:

   1. Tap Activities in the list in the left pane, and then tap the plus (+) icon in the work area.

   2. Enter the information for the new activity on the form that appears, and then save the record.