Managing Service Requests for Siebel Field 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 Information"

• "Modifying Activity Information for a Service Request"

• "Modifying Order Information for a Service Request"

• "Viewing Invoice Information for a Service Request"

• "Printing Invoices Associated with a Service Request"

  
  

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

  
  

Displaying Service Request Information

Complete the following procedure to display service request information.

To display service request information 

1. Tap the Side Menu icon on the application banner, and then tap Service Request to display the following:

   • The Service Requests list in the right pane.

   • The Calendar showing the activity planning information in the left pane.

2. Update an existing service request as follows:

   1. Tap a service request in the Service Requests list.

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

      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 right pane.

   2. Enter the information for the new service request in the fields that appear.

      You must navigate away from the record to save the record.

4. In the Service Requests list, tap the link in the SR# field to drill down on the selected record.

   All details for the selected service request appear in the right pane, from where you can do the following:

   • "Modifying Activity Information for a Service Request"

   • "Modifying Order Information for a Service Request"

   • "Viewing Invoice Information for a Service Request"

   • "Printing Invoices Associated with a Service Request"

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 Request to display the following:

   • The Service Requests list in the right pane.

   • The Calendar showing the activity planning information in the left pane.

2. In the Service Requests list, tap the link in the SR# field to drill down on the selected record.

   All details for the selected service request appear in the right pane.

3. Update an existing service request activity as follows:

   1. Tap the down arrow next to Activities to expand and show all the activities associated with the service request.

   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 must navigate away from the record to save your changes to it.

4. Create a new service request activity as follows:

   1. Tap the plus (+) icon in the right pane.

   2. Enter the information for the new activity in the fields that appear.

      You must navigate away from the record to 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 Request to display the following:

   • The Service Requests list in the right pane.

   • The Calendar showing the activity planning information in the left pane.

2. In the Service Requests list, tap the link in the SR# field to drill down on the selected record.

   All details for the selected service request appear in the right pane.

3. Update an existing service request order as follows:

   1. Tap the down arrow next to Orders to expand and show all the orders associated with the service request.

   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 must navigate away from the record to save your changes to it.

4. Create a new service request order as follows:

   1. Tap the plus (+) icon in the right pane.

   2. Enter the information for the new order in the fields that appear.

      You must navigate away from the record to save the record.

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 Request to display the following:

   • The Service Requests list in the right pane.

   • The Calendar showing the activity planning information in the left pane.

2. In the Service Requests list, tap the link in the SR# field to drill down on the selected record.

   All details for the selected service request appear in the right pane.

3. Tap the down arrow next to Invoices to expand and show all the invoices associated with the service request.

4. Tap the link in the Invoice # field to drill down on the selected record and view the details of the invoice.

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 Field 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 Request to display the following:

   • The Service Requests list in the right pane.

   • The Calendar showing the activity planning information in the left pane.

2. In the Service Requests list, tap the link in the SR# field to drill down on the selected record.

   All details for the selected service request appear in the right pane.

3. Tap the down arrow next to Invoices to expand and show all the invoices associated with the service request.

4. Tap the link in the Invoice # field to drill down on the selected record and review the details of the invoice.

5. Tap Print to preview the invoice details.

   Use the mobile device browser features to print or email the invoice as required.