Assigning Service Requests and To Dos to Yourself

When you access your Work Queue, you can search for service requests and to do tasks that have not yet been assigned to an agent.

Assign a Service Request to Yourself

When you access your Work Queue, you can search for service requests that have not yet been assigned to an agent. You can use the action menu on the service request record to assign the service request to yourself.

To assign a service request to yourself:

1. Access CX for Utilities Agent Service.
2. Select the Work Queue page tab.
3. To sort the items to show all new requests first, click the Sort icon next to the Status column heading. Be aware that you can sort by only one column heading at a time.
4. Optionally, click on the Unassigned Service Requests filter button to display only records that are not yet assigned.
5. When you have found the service request you want to assign to yourself, click the Action menu icon at the right of the record, and then select Assign to me. Note that this option is available only on service requests that have not yet been assigned.
6. The system displays a message at the bottom of the screen if the service request is successfully assigned. Be aware that the system verifies that the service request is not yet assigned to anyone. If it is no longer available for you to assign yourself to it, the system displays a message telling you that you could not be assigned to the service request. When you close the message, the Work Queue list is refreshed, and the Assign to Me option is no longer available.
7. For additional information and instructions on working with service requests, see the "Working with Service Requests" topics in the Oracle Fusion Servie Help Center.

Assign a To Do to Yourself

When you access your Work Queue, you can retrieve unassigned to-do tasks that you can work on. When you retrieve an additional to do, the system automatically assigns it to you and then displays it in the Work Queue.

To retrieve a to do and assign it to yourself:

1. Access CX for Utilities Agent Service.
2. Select the Work Queue page tab.
3. Click the To Dos filter button to display only to do tasks.
4. At the bottom of the screen, click the Assign Me a To Do button.
5. The system displays one of the following messages:
   • To Do Assigned is displayed at the bottom of the screen. To view the updated To Do list, refresh the screen.
   • No To Dos Available is displayed at the top of the screen if there are no to do tasks available to assign to you.
6. For information about to do tasks, see "To Do Processing" in the Business User Guide associated with your Oracle Utilities customer information system. Documentation for these systems is available in the Energy and Water Help Center.