A service request records a call for service: who asked, when, the object, the malfunction, and the first technical observation. It is the front desk record before a quotation or an order.
- Where
- Service Management › Request › Service Request
- Who uses it
- The service advisor, the call center
- When
- When the call comes in
- Needs first
- Service Object, Request Category
What it is for
The request is a record on its own. No service order or quotation copies from it in this release, and it posts nothing. It is listed in the Service Request analytics list and printed with the Service Request (Form) report.
Sign Off marks the request as dealt with.
Every field in plain words
| Field | What it means | What to put |
|---|
| Request No | The code or number of this record | A short unique code, or the next number when a number range is set up. Cannot be changed once saved |
| Request Category | The kind of request | Pick from Request Category |
| Sign Off | The line is signed off as done | Tick when the work on the line is finished |
Object Identification
| Field | What it means | What to put |
|---|
| Service Object | The thing being serviced: a vehicle, a machine, a container | Pick from Service Object |
| Name | Name of the service object | Fills in from the service object |
| Object Group | The service object group | Fills in by itself |
Controlling
| Field | What it means | What to put |
|---|
| Requester | Who asked for the work | Pick from the responsible persons list |
| Date | Date of the request | A date |
| Time | Time of the request | A time |
Malfunctioning
| Field | What it means | What to put |
|---|
| Date | When the malfunction started | A date |
| Time | Time the malfunction started | A time |
| Break Down | The object is broken down and not working | Tick for a breakdown |
| Duration | How long the work takes | A number, in the duration unit |
Resolution Expectation
| Field | What it means | What to put |
|---|
| Date | When a fix is expected | A date |
| Time | Time a fix is expected | A time |
| Reason | The reason | Pick a reason |
| Problem | Short name of the problem | Free text |
| Problem Details | The problem in more words | Free text |
Technical Observation
| Field | What it means | What to put |
|---|
| Symptom | What the user notices | Pick a symptom |
| Symptom Area | Where the symptom shows | Pick a symptom area |
| Fault | The fault found | Pick a fault |
| Fault Area | Where the fault is | Pick a fault area |
| Cause | Why it happened | Pick a cause |
| Cause Details | More words on the cause | Free text |
| Damage | The damage found | Pick a damage |
| Damage Details | More words on the damage | Free text |
No field is required by the configuration. Use Default Parameters on Service Management Setting to require the fields your desk must fill.
Scenarios
- A generator owner calls: the unit trips under load. The advisor records the request with the object, Break Down ticked, the symptom "trips under load" and the expected resolution date.
What it is connected to
If something looks wrong
- The request does not appear when creating a service order. Service orders do not copy from requests in this release; retype what you need.