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

Viewing Solutions for Service Requests

Customers can view the solutions (relevant documents) that are associated with service requests. Customer service representatives can use Siebel Call Center to associate solutions with service requests.

To view the solutions for 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 for which you want to view solutions.

      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 Solutions applet, review the solutions that are associated with the service request.
4. To view more information about a solution, click the hyperlink in the Name field of the solution record.