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

Viewing the Status of Appointment Requests

An agent can accept or reject an appointment request in the Siebel Public Sector application. To accept the appointment request, the agent changes the Status field for the activity record associated with the appointment request from Active to Confirmed, and the agent might enter text in the Description field of the activity record to explain the reason for accepting the appointment request. After the agent completes these acceptance tasks, the following changes occur in the Siebel Public Sector eService Web site:

• The Status field for the activity record associated with the appointment request changes from Active to Confirmed.
• The Summary field for the activity record associated with the appointment request changes to include text that the agent enters to explain the reason for accepting the appointment request.

To reject the appointment request in the Public Sector application, the agent changes the Status field for the activity record associated with the appointment request from Active to Declined. The agent also enters text in the Description field of this activity record to explain the reason for rejecting the appointment request. If the agent rejects the appointment request because of a scheduling conflict, then the agent can suggest other appointment times when entering this text. The citizen can request another appointment for a rejected appointment request. For more information about accepting or rejecting appointment requests for cases, see Siebel Public Sector Guide.

To view the status of an appointment request

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 of the case for which you want to view more information about an appointment request.
5. In the Activities applet, complete the following steps:
   1. Note the value in the Status field of the appointment request.
      • If the value is Confirmed, then an agent accepted the appointment request.
      • If the value is Declined, then an agent rejected the appointment request.
      • If the value is Active, then an agent has not yet accepted or rejected the appointment request.
   2. If the Status field value is Confirmed or Declined, then note any additional text the agent entered in the Summary field to explain the reason for acceptance or rejection.