Managing Service Requests for Siebel Service

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"

• "Creating Invoices from Service Requests Using the Auto Invoice Link"

  
  

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

  
  

Displaying Service Request Details

You can display service request details by using the Service Reqs 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".

   • Invoices. Shows the invoice information for the service request. For more information, see the following:

     • "Creating Invoices from Service Requests Using the Auto Invoice Link"

     • "Viewing Invoice Information for a Service Request"

     • "Printing Invoices Associated with 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 record field that you want to update, and update the field value.

      You might not be allowed to update all fields in the record. You must navigate away from the record to save your changes to it.

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

   2. Tap the order that you want to update.

   3. Tap the record field that you want to update, and update the field value.

      You might not be allowed to update all fields in the record. You must navigate away from the record to save your changes to it.

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 in the fields that appear, 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. You can add a specific activity to a service request that is associated with an account. You can also add a miscellaneous activity, such as depositing funds at a bank or obtaining service work on a truck, to a service request that is not associated with an account.

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

   2. Tap the activity that you want to update.

   3. Tap the record field that you want to update, and update the field value.

      You might not be allowed to update all fields in the record. You must navigate away from the record to save your changes to it.

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 in the fields that appear, and then save the record.

Creating Invoices from Service Requests Using the Auto Invoice Link

When you create an invoice from a service request using the Auto Invoice link, an invoice record is automatically created for the service request using the data from the service request.

To create an invoice from a service request using the Auto Invoice link  

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. Note that to create an invoice from this service request, the Billable check box must be selected on the service request.

3. Tap Invoices in the list in the left pane.

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

4. Tap Auto Invoice to create an invoice from the service request.

5. Tap the Invoice # link to open the invoice and review the invoice line items.

Viewing Invoice Information for a Service Request

Complete the following procedure to view the invoice information for a service request.

To view the invoice 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. Tap Invoices in the list in the left pane.

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

4. Tap the invoice that you want to view.

5. Tap the Invoice # link to open the invoice and review the invoice line item details.

Printing Invoices Associated with a Service Request

Complete the following procedure to print an invoice associated with a service request.

Note: The print invoice capability in the Siebel Mobile application for Siebel Service is built using third-party open source embedded JavaScript (http://embeddedjs.com) and uses MIT licensing. For more information, see "MIT License".

To print an invoice associated with 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. Tap Invoices in the list in the left pane.

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

4. Tap the invoice that you want to print.

5. Tap the Invoice # link to open the invoice.

   All the invoice line items associated with the invoice appear in the work area, and all details for the selected invoice appear above the Invoice Line Items list in the work area.

6. Tap Print Preview to preview the invoice details.

7. Tap Print to print the invoice.