Overview
The Creation Wizard is a combined setup flow that merges the Request Wizard and Work Order Wizard into a single guided process. It allows users to enter all relevant customer and service information once and decide how the record should be processed. During creation, the user can choose one of the following outcomes:- Create a Request only
- Create a Request and a Quote
- Create a Request and a Work Order
Behaviour Rules
- If Request + Quote is selected, the Request status is automatically set to Quote
- If Request + Work Order is selected, the Request is automatically closed
- If only a Request is created, it remains open for further processing or later conversion
A Service Request is not yet a work order. It’s a preliminary record that captures customer needs and can be converted into a work order when ready.
When to Use the Service Request Wizard
Use this wizard when:- A customer calls or emails with a service inquiry
- You need to log a customer complaint
- You want to document a service need before scheduling
- You need to create a quote before proceeding
- You need approval before creating a full work order
The Step Process
Step 1: Customer Information
Standard Fields
| Field | Description |
|---|---|
| Customer | Search and select the customer requesting service |
| Contact | Select the primary contact person for this request |
| Location | Choose the customer location where service is needed |
| Location Contact | Create or select the contact onsite |
Address Information
The wizard will auto-populate address fields based on the selected location. You can also manually enter:- Street address
- City
- State/Province
- ZIP/Postal code
If the customer, contact or location is not in the system yet, you’ll need to create them first using the “new” function within the Wizard.
Copy Address Feature
Click the “Copy Address” button to duplicate the building address if needed.Step 2: Overview
Service Information
| Field | Description |
|---|---|
| Description | Detailed description of the service needed |
| Priority | Set priority level (High, Medium, Low) |
Scheduling
| Field | Description |
|---|---|
| Planned Date | When the service should be performed |
| Planned End Date | Expected completion date/time |
| Is Fixed Date | Check if the date cannot be changed |
Service Object and Resources
In this step, you can also add:Service Object
Service Object
Add equipment or assets that need servicing. You can select multiple service objects from the customer’s list.
Products
Products
Add products if this is an installation or delivery request.
Files
Files
Attach any relevant documents, photos, or files to the service request.
Step 3: Complaint
Adding Complaints
Click “Add Complaint” to create individual complaint records. For each complaint, you can specify:| Field | Description |
|---|---|
| Name | Brief name/title for the complaint |
| Description | Detailed description of the issue |
| Service Object | Which service object this complaint relates to |
| Parts | Parts that may be needed to resolve this |
| Resources | Technicians or teams to assign |
| Checklists | Quality or inspection checklists to use |
Validation
Each complaint must have:- A unique name (cannot be empty)
Step 4: Summary
What You’ll See
- Service request type
- Customer and contact information
- Location and address
- Planned dates and priority
- List of assets
- All complaints and tasks
- Attached files
Actions Available
Previous
Go back to edit any step
Submit
Create the service request
Cancel
Discard and return to list
After Submission
Once you click “Submit”, the service request will be created and saved. You’ll see:Tips and Best Practices
Complete Customer Information First
Complete Customer Information First
Make sure the customer, contacts, and buildings are set up in the system before starting the wizard. This saves time and ensures accurate data.
Add Service Objects Early
Add Service Objects Early
Adding service object in Step 2 makes it easier to link complaints to specific service objects in Step 3.
Be Specific with Complaints
Be Specific with Complaints
Write clear, detailed descriptions for each complaint. This helps technicians understand the issue before arriving on-site.
Attach Photos
Attach Photos
If the customer sends photos of the issue, attach them in Step 3. Visual documentation helps with diagnosis and planning.
Set Realistic Dates
Set Realistic Dates
Coordinate with the customer on dates before setting them as “Fixed Date” to avoid scheduling conflicts.
Common Questions
What's the difference between a Service Request and a Work Order?
What's the difference between a Service Request and a Work Order?
A Service Request is a preliminary record that captures customer needs. A Work Order is a confirmed job that’s scheduled and assigned to technicians. Service requests must be converted to work orders before work can begin.
Can I edit a service request after submission?
Can I edit a service request after submission?
Yes! Navigate to the Service Requests list, find your request, and click to edit. You can modify information before converting it to a work order.
Do I have to add complaints in the wizard?
Do I have to add complaints in the wizard?
No, complaints are optional. However, adding them provides more detail for technicians and helps with planning parts and resources.
What happens if I don't add any service objects?
What happens if I don't add any service objects?
You’ll receive a warning prompt. You can choose to continue without service objects, but it’s recommended to add them for better tracking and service history.
Can I create multiple service requests at once?
Can I create multiple service requests at once?
The wizard creates one service request at a time. For bulk creation, you may want to use the Import feature under System Administration.
Related Documentation
Work Order Wizard
Create work orders or convert Service Requests
Customer Management
Learn how to manage customer, contact and relted records
Service Object Management
Understand tracking and maintenance
Service Requests List
View and manage all service requests