Service Requests
Core Process
About Service Requests
Service requests are used to record the following information during the calltaking process:
- The place where service is required
- The products that require service
- Contact information
- Information that describes the problem
- Information that classifies the request, such as the request type and priority
Requests are also created by automated processes, for example preventative maintenance and engineering change orders. They can also be created from integrations with equipment that can send diagnostic information.
After a service request is created, tasks are created and these tasks are then scheduled and assigned.
Contracts with the customer may apply to the request. Contracts are associated with the place, the product, or both. Contract selection popup windows enable you to select the appropriate contracts when you enter the request.
Service Request Process Description
Service Request Process Details
1. The customer place is identified.
2. Using the Product Search lookup, the product is found and selected.
3. If a product cannot be found, using the Place lookup, the customer is found and selected. Then Product record is added using the New button on the Product Search window.
4. If the product is specified on another request, for example a service request, ECO, or preventative maintenance, an alert appears.
5. Using the Contact lookup, the contact is found and selected. If a contact cannot be found, a Contact record is added using the New button on the Contact Lookup window.
6. Contract selection windows automatically appear. Contracts can also be selected using the Select Contracts button.
7. The problem description is recorded and other fields are filled based on your organization’s policies.
8. The request is saved.