Managing Service Requests

An organization has implemented an automated Inbox assignment and escalation policy for service requests. According to this policy, service requests are assigned using the area, and an Inbox item is created to notify the service request owner of each assignment. An Inbox item is also created for the manager of the service request owner. The item is created using the priority of the service request. The Inbox was configured when the Siebel application was initially rolled out, but this recent change in policy requires the administrator to perform some tasks.

The administrator changes the replication-level feature, which is currently set to Regional. The administrator changes the setting so that the Inbox items are downloaded to both regional and local databases.

In addition, the policy has to be implemented in Japanese installations, so the administrator adds the appropriate language translation.

Previous Inbox items have remained in the Inbox for too long, so the administrator reduces the item expiration period.

Finally, the administrator adds a new drill-down destination view for certain users who do not have access to the standard Service Request views.