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Associating Activities with Service Requests (End User)

Service requests are frequently associated with activities to perform to resolve problems for customers.

This topic contains the following related information:

• Associating Activity Plans with Service Requests
• Associating Activities with Service Requests Manually

This task is a step in Process of Managing Service Requests.

Associating Activity Plans with Service Requests

In the Activity Plans view, you can select an activity template to automatically associate the activities in the template with a service request. Engineers work on these activities to resolve the service request. For more information about activity plans and activity templates, see Service Activities.

To associate an activity plan with a service request

1. Navigate to the Service screen, then the Service Request List view.
2. Drill down on the SR number (#) field for a selected service request, and click the Activity Plans view tab.
3. Create a new activity plan record, and complete the fields as appropriate.

   Some fields are described in the following table.

   Field	Comments
   Planned Start	Select the date and time to begin the activities to resolve the service request. The default value is the date and time that the record is created.
   Template	Select a template that contains a set of activities for recurring tasks.
   Lock Assignment	Select this check box to indicate Assignment Manager cannot assign activities created as part of this activity plan.

Associating Activities with Service Requests Manually

You can manually associate activities with service requests, and then add information to the activities. This information includes the recommended steps that field service engineers can perform to complete the activity, additional instructions about the activity, items (such as parts and tools) that field service engineers need to complete the activity, and the skills (such as language proficiency and product knowledge) that field service engineers must possess to complete the activity.

Assignment Manager uses the skills for an activity to assign the activity to the appropriate employee. For more information about Assignment Manager and about setting up the skills that you can assign to an activity, see Siebel Assignment Manager Administration Guide.

To manually associate an activity with a service request

1. Navigate to the Service screen, then the Service Request List view.
2. Drill down on the SR number (#) field for a selected service request, and click the Activities view tab.
3. Create a new activity record, and complete the fields as appropriate.
4. Drill down on the Type field for the activity.
5. To add more information to the activity record, complete the following steps:
   1. Click the Service Activity Steps view tab, create new step records, and complete the fields as appropriate.
   2. Click the Service Activity Instructions view tab, create a new instructions record, and complete the fields as appropriate.
   3. Click the Service Activity Items view tab, create a new item record, and complete the fields as appropriate.
   4. Click the Assignment Skills view tab, create a new skill record, and complete the fields as appropriate.