Service Requests and Trouble Tickets in Siebel Communications

This chapter describes the procedures for initiating and managing service requests and trouble tickets in Siebel Communications. It includes the following topics:

• About Service Requests and Trouble Tickets in Siebel Communications

• Scenario for Using Service Requests and Trouble Tickets in Siebel Communications

• Setting Up Service Requests and Trouble Tickets in Siebel Communications

• Creating a Trouble Ticket Record in Siebel Communications (End User)

• Assigning a Trouble Ticket in Siebel Communications (End User)

• Associating Parent and Child Trouble Tickets in Siebel Communications (End User)

• Viewing Fallout Orders for Trouble Tickets

• About Trouble Ticket Solutions

• Resolving Trouble Tickets in Siebel Communications (End User)

• Using the Customer Satisfaction Survey in Siebel Communications (End User)

• Analyzing Trouble Tickets Data in Siebel Communications (End User)

• Additional End-User Tasks for Trouble Ticket Management in Siebel Communications