Working on a Service Request
When the Service Request is reviewed, an Operator(s) can be assigned, then the Operator can start working on the request. This article covers how the Operator can change the status and update the Service Request. When the request is updated, then emails are sent out to the Requestor to let them know the progress.
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Audio: Sound Video Length: 2:31 minutes
Learn more
- Navigate to Service Request > Request Queue.
- If your site has multiple locations, from Center drop-down, select the center. The Request Queue displays.
- Either find the service request in the list or search for the service request.
- For the service request you want to edit, click the Edit button.
The Service Request Details screen displays with the following areas:
- Request Information
- Requester
- Comments
- Resolution
- Assignments
- Assign an Operator to the Ticket
- Accept or Reject a Request
- Start Work on a Request
- Put a Request on Hold
- Complete Work on a Request
- Asset
- Attachments
- Request Location
Request Information
The Request Information section allows you to enter specific information about your request.
- From the Date Required drop-down, select the date.
- From the Request Type drop-down, select the request type. Note that if you have already selected an Operator and then you change the request type this may result in the Operator being removed from the service types. This can occur when a different Operator is needed to complete the request.
- In the Priority field, select the priority of the service request. For example, Urgent, High, Normal, or Low.
Remember, if Administrator has set up a schedule task, then you will see the "If the Schedule ld Task" field. For example, if you are changing the filters on your air conditioning units, then this is a scheduled task, whereas if the service request is for a repair to the air conditioning unit, then this is an ad-hoc request.
Requester
This displays the Requestor and the Primary Contact. When the service request ticket is made for someone else then the Primary Contact will display.
To add a Primary Contact, complete the following:
- Click the Contact Search link.
- In the Search field, enter the person's name and the service request is automatically saved.
Comments
As the service request is worked on, you can add comments.
- In the Comments field, enter a short comment.
- Click the Add button to save.
The service request is automatically saved.
Assignments
Notifications can be sent to the requester based on various status updates, and you Administrator can enable these; learn more in Push Email Notifications.
You can assign an operator or multiple operators to the service request. Then your Operators can use the ticket status to communicate the request progress to the requester.
Assign an Operator to the Ticket
From the Service Request Detail screen, complete the following:
- From the Assign Operator drop-down, select the operator.
- You will be able to search for and select an operator.
When an operator is selected from the list, that operator is added to the ticket immediately.
Accept or Reject a Request
After an operator is assigned to the ticket, the operator can accept or reject the assignment.
From the Assignments area, you can either:
- Click the Accept button to accept the assignment. When the request is accepted, the status updates to Waiting and Operator status as Assigned.
- Click the Reject button and this displays the Operator status as Rejected.
- Click the Remove button and this will remove the Operator from the ticket.
Service request preferences can be defined to accept tickets for operators automatically. If the auto-accept feature is enabled, operators are not allowed to reject requests and do not need to accept requests manually.
Start Work on a Request
When an operator is ready to begin working on a request, they can update the status.
- Click the Start button to start working on the ticket.
The ticket's status and the Status Bar is updated to In Progress.
Put a Request on Hold
If the operator accepts work on a ticket but is prevented from completing the ticket, the operator can place the ticket on hold. For example, if the operator is waiting on a part that is not in inventory.
- Click the Hold button to place the ticket on hold.
The ticket's status and the Status Bar is updated to On Hold.
When the part arrives, the operator can resume work on the ticket. Click the Continue button and the ticket is reassigned to the operator, and the operator can begin work on the ticket.
Complete Work on a Request
When the operator finishes the request, they can change the status to complete.
- Click the Complete button. The Resolution dialog displays.
- In the Resolution field, enter the resolution description.
- Click the Complete button.
The ticket status is updated to Complete, and the Service Request Queue screen displays automatically, allowing you to proceed to the next ticket.
If more than one operator is required to complete the ticket, the ticket status is marked as Complete when the final required operator is marked as Complete.
Attachments
This lets you add an attachment to a request, for example, upload an image, additional instructions for an operator, etc.
- Either drag and drop the attachment or click the here to upload attachments to navigate to the attachment and then you can upload it.
The files that can be uploaded are PDF, CSV, PNG, JPEG, and TXT.
Request Location
The Location allows you to specify the location of the request. The location displays on a map, and if this is incorrect, you can search for the space.