Identifying High-Priority Service Requests and To Dos

When you first access your Work Queue, you might want to view all service requests or to do tasks that need attention. For example, you might want to review all items with a severity of High, or with a status of New.

Identify Items that Need Attention

To identify items that need attention:

1. Access CX for Utilities Agent Service.
2. Select the Work Queue page tab.
3. To sort the items to show the highest severity first, click the Sort icon next to the Severity column heading.
4. 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.
5. Use these filter chips, as needed, to narrow your list of service requests:
   • Last Updated
   • Service Requests
   • My Service Requests
   • Unassigned Service Requests
6. When you have found the service request you want to view or update, click the hyperlink in the Work Item ID column for the row you want to access. Alternatively, you can click the hyperlink in the Billing Account ID column to access the customer.
7. For additional information, see:
   • "Working with Service Requests" topics in the Oracle Fusion Service Help Center.
   • "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.
   • Managing Customers and Accounts