Adding Updates to Service Requests

Customer service representatives might want to add an update to a service request to ask the customer for more information about the issue or to notify the customer that they are currently investigating the issue. To add an update to a service request, you associate with the service request an activity that describes the nature of the update. Customers who can access that service request can view the activity record under the Updates heading of the service request on the Siebel Self Service Web site.

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

To add an update to a service request

1. Navigate to the Service Requests screen, then the Service Request List view.

2. In the Service Requests list, drill down on the SR number (#) field for the service request to which you want to add an update.

3. Navigate to the Activities view.

4. In the Activities list, add a record, and complete the fields described in the following table.

   Field	Comments
   Description	Type the description of the update to the service request.
   Type	Select a value to categorize the nature of the update. Applicable values include Information Needed and Web Update.
   Start	Displays the starting date and time for the activity. This field does not affect the update to the service request on the Siebel Self Service Web site.
   Due	Displays the ending date and time for the activity. This field does not affect the update to the service request on the Siebel Self Service Web site.
   Status	Displays the status of the activity. This field does not affect the update to the service request on the Siebel Self Service Web site.