Overview
The Service Request Wizard helps you quickly create service requests (also called cases) from customer inquiries. This wizard guides you through a 5-step process to capture all necessary information before converting the request into a work order.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 approval before creating a full work order
The 5-Step Process
Step 1: Select Type
Install
For new equipment installation or PDI (Pre-Delivery Inspection) work
Standard Contract
For service covered under a standard service contract
Framework Contract
For service under a framework or master service agreement
Service
For general service, maintenance, or repair requests
Step 2: Customer Information
Required Fields
| Field | Description |
|---|---|
| Customer | Search and select the customer requesting service |
| Contact | Select the primary contact person for this request |
| Building | Choose the customer location where service is needed |
Address Information
The wizard will auto-populate address fields based on the selected building. You can also manually enter:- Street address
- City
- State/Province
- ZIP/Postal code
If the customer is not in the system yet, you’ll need to create them first using the Customer Management section.
Copy Address Feature
Click the “Copy Address” button to duplicate the building address if needed.Step 3: Details
Service Information
| Field | Description |
|---|---|
| Description | Detailed description of the service needed |
| Priority | Set priority level (High, Medium, Low) |
| Special Information | Any special notes or instructions |
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 |
| Delivery Time | Expected delivery or arrival time |
Assets and Resources
In this step, you can also add:Assets
Assets
Add equipment or assets that need servicing. You can select multiple assets from the customer’s asset 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 4: Task/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 |
| Assets | Which assets 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)
- At least a basic description
Step 5: 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:Converting to a Work Order
Important: A service request is NOT a work order. It’s a preliminary record that must be converted.
Option 1: Convert Now
Click the “Convert to Work Order” button on the summary page to:- Create a full work order from the service request
- Transfer all information (customer, assets, complaints)
- Keep the service request linked to the work order
Option 2: Convert Later
Navigate to Service Requests in the left menu to:- View all service requests
- Select one to convert
- Bulk convert multiple service requests
When you convert a service request to a work order, all information is carried over including:
- Customer and location details
- Assets and equipment
- Complaints and tasks
- Attached files
- Priority and scheduling information
View Service Requests
After submission, you can view your service request by:- Quick Link: Click the “Go to Service Requests” button on the summary page
- Left Menu: Navigate to Service Management → Service Requests
- Dashboard: View recent service requests on the home dashboard
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 Assets Early
Add Assets Early
Adding assets in Step 3 makes it easier to link complaints to specific equipment in Step 4.
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 (Case) 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 assets?
What happens if I don't add any assets?
You’ll receive a warning prompt. You can choose to continue without assets, 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 directly without a service request
Customer Management
Learn how to manage customer records
Asset Management
Understand asset tracking and maintenance
Service Requests List
View and manage all service requests