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Siebel Communications Guide > Service Requests and Trouble Tickets in Siebel Communications > Resolving Trouble Tickets in Siebel Communications (End User)This topic describes the ways of resolving trouble tickets. Adding an Activity to a Trouble TicketResolving a trouble ticket might require several procedures, performed by multiple people or groups. End users can create an activity for each step and assign the activity to themselves, another qualified person, or a group. To add an activity to a trouble ticket
Associating Activity Plans With Trouble TicketsActivity plans include a list of activities to be completed to resolve a problem. If an appropriate activity template exists, then end users can select the template to populate their activities list with a defined set of activities. Then end users can customize the list, if necessary. For more information about working with activities and activity plans, see Siebel Applications Administration Guide. To associate an activity plan with a trouble ticket
Closing a Trouble TicketWhen a trouble ticket is resolved, end users can change its status to Closed in any Trouble Ticket list or form. Changes cannot be made to trouble tickets that are closed. To continue working on a closed trouble ticket, first change its status to Open or Pending.
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