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Researching Service Requests (End User)

Complete the tasks in this topic to research service requests.

This topic contains the following related information:

• Generating Correspondence for Service Requests
• Associating Service Requests with Related Service Requests
• Viewing Change Requests for Products
• Associating Decision Issues with Service Requests

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

Generating Correspondence for Service Requests

Periodically, you might want to generate correspondence, such as an email message, to communicate with other people about issues for a service request. For more information about correspondence, see Siebel Applications Administration Guide.

To generate correspondence for a service request

1. Navigate to the Service screen, then the Service Request List view.
2. Select a service request for which you want to generate correspondence.
3. Select File, then Send Email.
4. In the Pick Recipients dialog box, select the contact associated with the selected service request, and click OK.

   NOTE:  The selected service request is not associated with any additional contacts added to the Recipients list for service request-related correspondence.

5. In the Send Email dialog box, complete the fields as appropriate.
6. Click Send.

Associating Service Requests with Related Service Requests

While researching an issue for a service request, you might find another service request that relates to the issue. You can associate this other service request to your service request so that this additional information is readily available from your service request.

To associate a service request with a related 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 Related SRs view tab.
3. Create a new related service request, and complete the fields as appropriate.

Viewing Change Requests for Products

While researching a service request, you might want to view change requests that are associated with the product in the service request.

To view the change requests for a product

1. Navigate to the Products screen, then the Internal Product List view.
2. Drill down on the Product field for a selected product, and click the Change Requests view tab.

Associating Decision Issues with Service Requests

Decision issues are explanations that can help to resolve service requests. You can use these explanations in your company, and you can provide them to customers. You associate a decision issue with your service request so that this information is readily available from your service request.

To associate a decision issue 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 Decision Issues view tab.
3. Create a new decision issue record, and complete the fields as appropriate.
4. To see more information related to the decision issue, drill down on the Name field for the decision issue, and complete the following steps:
   1. Click the Attachments view tab to view attachments related to the decision issue.
   2. Click the Literature view tab to view literature related to the decision issue.
   3. Click the Related Issues view tab to view other issues related to the decision issue.