Siebel eService Administration Guide for Siebel Open UI > Using Siebel eService > Managing Service Requests on the Siebel eService Web Site >

Adding Attachments to Service Requests

Customers can add URLs and files to service requests to help communicate the issues in the service requests. Also, customer service representatives can use Siebel Call Center to associate attachments with service requests.

To add an attachment to a service request

1. If a record for the service request appears in the My Service Requests applet on the home page, then click the hyperlink in the SR number (#) field of the record.

   Records for the service requests that are most recently submitted and updated appear in the My Service Requests applet.

2. If a record for the service request does not appear in the My Service Requests applet on the home, then complete the following steps:
   1. Click the VIEW OR SUBMIT SERVICE REQUESTS link on the home page.

      Alternatively, you can click the Side Menu icon on any page, and select Service Requests.

   2. (Optional) Query to find a specific service request.
   3. In the Service Requests view, click the hyperlink in the SR number (#) field for the service request to which you want to add an attachment.

      The fields for the service request appear at the top of the page. Below the fields are applets for attachments, updates, and solutions for the service request.

3. Select the display mode of records in the Attachments applet as follows:
   • If you want the attachment records to appear as tiles in a carousel, then click Card.
   • If you want the attachment records to appear in a list, then click List.
4. To add a file attachment, complete the following steps:
   1. In the Attachments applet, click Add File.

      A dialog box appears.

   2. Locate and select the file that you want to add to the service request, and then click Open.

      The dialog box closes, and the file record appears in the Attachments applet.

   3. (Optional) Enter a description of the attachment in the Comments field.

      After the attachment is saved, you cannot change or delete it.

5. To add a URL attachment, complete the following steps:
   1. In the Attachments applet, click Add URL.

      The Add URL dialog box appears.

   2. Enter the URL in the URL field, or copy and paste the URL from a Web page into the URL field, and then click Add.

      The Add URL dialog box closes, and the URL record appears in the Attachments applet. You can click the hyperlink in the Attachment Name field to access the corresponding Web site.

   3. (Optional) Enter a description of the attachment in the Comments field.

      After the attachment is saved, you cannot change or delete it.