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

Adding Updates to Service Requests

After customers submit service requests, they can add updates to them. However, they cannot change their initial service requests. Also, customer service representatives can use Siebel Call Center to add updates to service requests.

To add an update 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 that you want to update.

      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. In the Updates applet, click the plus (+) icon.

   A new record for the update is created in the list of updates.

4. Enter information in the fields of the new record for the update.