Changing the service request owner

Hello guys,
Our client is using Siebel eServices and would like to have an e-mail sent to him if a service request status (Assigned QA) has not been changed for a period of time. The e-mail would be sent to the manager and the agent who is assigned to that service request. The e-mail would contain a message saying that the service request status has not been changed. Then the manager would either notify the agent of the assigned service request or reassign the service request to another agent.
1- Is this possible in Siebel eServices?
2- If so how can it be done?
Thank you for your help

Hi,
You can trying using Books of Business.
Create a book and add that particular user to that book and at the time of task creation, through a workflow you can assign it to the corresponding book.
This might resolve the access issue you are facing.
hope it helps,
Mayank

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      It is very Urgent Kindly help me to Solve this problem.
    Regards,
    Ashok.

    Hi Ashok,
    i am sending u the sample eg thread for bapi create i thnk u can find out the mandatory fields frm tht ...
    check this link though it is for create the mandatory fields and structure will be same .
    Create Order BAPI
    regards
    Sana M.
    reward for useful answers..

  • Problem in updating the notes for the service request

    Hi All,
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    set text
        ls_text-ref_handle  = 1.
        ls_text-ref_kind   = 'A'.
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        append ls_text to lt_text.
      clear ls_input_field.
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      ls_input_field-ref_kind = 'A'.
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      concatenate 'CRM_ORDERH' lv_logical_key into lv_logical_key.
      ls_input_field-logical_key = lv_logical_key.
      INSERT ls_fieldname INTO TABLE ls_input_field-field_names.
      INSERT ls_input_field INTO TABLE lt_input_field.

    Hi Surya
    Please, use this FM:
    DATA: lv_textobject TYPE thead.
      lv_textobject-tdid         = <TEXT ID>.
      lv_textobject-tdname   = <GUID OF SERVICE REQUEST>.
      lv_textobject-tdobject   = 'CRM_ORDERH'.
      lv_textobject-tdspras   = sy-langu.
      CALL FUNCTION 'SAVE_TEXT'
        EXPORTING
          header          = lv_textobject
          savemode_direct = 'X'
    "      insert          = 'X'
        TABLES
          lines           = lt_text.
    Hope this helpful!

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    Thomas,
    It appears that in the past few days you have not received a response to your
    posting. That concerns us, and has triggered this automated reply.
    Has your problem been resolved? If not, you might try one of the following options:
    - Visit http://support.novell.com and search the knowledgebase and/or check all
    the other self support options and support programs available.
    - You could also try posting your message again. Make sure it is posted in the
    correct newsgroup. (http://forums.novell.com)
    Be sure to read the forum FAQ about what to expect in the way of responses:
    http://forums.novell.com/faq.php
    If this is a reply to a duplicate posting, please ignore and accept our apologies
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  • Customize the Service Request Status

    I am trying to customize the status for a Service Request form.  We want to add some additional ones to that list.  I am not finding where I go to update that list.
    Cheers!
    Matt

    The list you are looking for is in the Library Tab, Lists view, Service Request status. take a look at
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    Suganya

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    112 4fc
    DtaStor JetSeek failed to find a record
    However, software updates are deploying and installing just fine it seems. I did update my Site Server yesterday manually, like I always do after every Patch Tuesday. 
    Am I not supposed to patch my Site Server manually, or should I add it to the Software Update Management scheme I have set up in SCCM? 
    Thanks

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    Hi,
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    It does not work.  Any idea ? Is there a way to test this type of rule ?
    Thanks a lot !!!

    Thanks a lot for your fast response, unfortunately this is not what i was looking for.
    Kind regards
    Hannes
    If your question is solved, please mark as answered.
    Edited by: Hannes Wegehenkel on Sep 22, 2010 2:38 PM

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