Creating service requests

Create service requests when tenants call in to request maintenance. Use the search bar to quickly locate information associated with the caller. If the caller record does not exist, you may quickly create a new caller record. If a caller record does exist, you may edit the caller’s information and then enter service request details.

To create service requests:

  1. Open the Service Requests form.
  2. Click New Record.
    The system automatically populates Date/Time Reported with the current date and time.
  3. Organization—Enter the organization to which the service request belongs if you use multi-organization security.
  4. Find Caller By—Select the desired search criteria.
  5. Enter a value for that contains, and then click Search. The system searches for a caller record that matches the search criteria and returns one of the following results:
    • The system locates one matching caller record—The system automatically populates the Requestor Name, Requestor Phone, Requestor E-mail, Customer, Customer Type, Property, Building, and Floor/Unit.
    • The system does not locate an exact match to the search criteria but does locate several caller records that begin with the same criteria—The system displays the Callers popup. If you see the caller record you need in the list, select the caller record for which to create a service request, and then click OK. The system automatically populates the Requestor Name, Requestor Phone, Requestor E-mail, Customer, Customer Type, Property, Building, and Floor/Unit if available.
    • The system does not locate any caller records that match the search criteria—Create a new caller record.
  6. Service Request—Enter a description of the service request in the adjacent field.
  7. Service Code—Enter the code identifying the requested service. The system enters the System, Priority, Std. Response Time, Act. Response Time, Act. Time Open, Estimated Cost, and currency, if available.
  8. System—Enter the code identifying the system that needs repair.
  9. Priority—Select the priority of the service request.
  10. Class—Enter the class of the service request.
    The system automatically populates Class Org. with the organization of the selected Class.
  11. Status—Select the status of the service request.
  12. Service Request Type—Select the type of the service request.
  13. Requestor Name—Enter the name of the person requesting service.
  14. Requestor Phone—Enter the phone number of the person requesting service.
  15. Requestor E-mail—Enter the e-mail address of the person requesting service.
  16. Reference Number—Enter the reference number for the service.
  17. Contact Name—Enter the contact name of the person at the site needing service.
  18. Contact Phone—Enter the contact person’s phone number.
  19. Contact E-mail—Enter the contact person’s e-mail address.
  20. Assigned To—Enter the name of the person responsible for completing the work.
  21. Customer—Enter the requestor’s customer name, e.g., the name of the company for whom the requestor works.
  22. Property—Enter the name of the property needing service.
  23. Building—Enter the name of the building needing service.
  24. Floor/Unit—Enter the name of the floor/unit needing service.
  25. Area—Enter the name of the area needing service.
  26. Comments—Enter any additional comments about the service request.
  27. Click Save Record. The system automatically populates Created By with the User ID of the person who created the service request and populates Created On with the date and time the service request was created.
    Note: The system verifies whether the service request being created is a duplicate or repeated service request. If the service request is a duplicate or repeated service request, the system displays a message with a list of possible matches and asks whether to mark the new service request as a duplicate or a repeat. If you select to duplicate or repeat an existing service request, the system marks the service request as either a Duplicate Parent or Repeated Parent, respectively.

    To view a list displaying all requests for the specified caller, right-click on the Service Requests form, and then choose View Requests for Caller.

    To view a list displaying all requests for the specified customer, right-click on the Service Requests form, and then choose View Requests for Customer.

    To create a work order for the service request, right-click on the Service Requests form, and then choose Create WO. Once you choose to create a work order, the system generates a work order for which you may assign one or multiple activities. The new work order number is the same as the service request number, but it also contains a prefix of "SR."