About Service Requests and Trouble Tickets in Siebel Communications

Siebel Communications service requests and trouble tickets are primarily used by customer service representatives (CSRs), their managers, and network operations center (NOC) agents.

Service requests and trouble tickets are database records that are used to manage problems with equipment or general requests for service. This chapter is mostly about trouble tickets, but it also explains the differences between trouble tickets and service requests and tells you where you can find more information about service requests. The following information is included in this chapter:

• This chapter guides you in setting up features that help to automate trouble ticket management.

• This chapter describes procedures typically used by end users to create, monitor, and close trouble tickets.

• This chapter describes procedures that you can use for overall management of trouble tickets.

Service requests and trouble tickets perform similar functions. The main differences follow:

• Trouble tickets functionality supports parent-child relationships.

• Trouble tickets are typically used to record and track problems with the functioning of services and networks, while service requests are typically used to record and track general customer problems and requests. Examples of general problems and requests are billing problems, requests for new equipment, and requests for billing statements.

Service requests and trouble tickets are managed through the Service Requests and Trouble Tickets screens.