Service Requests - Fentu Documentation

Overview

Service Requests are formal records of customer inquiries, issues, or requests for service. They provide a structured intake process that ensures no customer request is lost or forgotten, tracks response times, and creates accountability for follow-through.

Service requests bridge the gap between customer contact and work order creation. They provide a formal tracking system for all incoming requests, whether from phone calls, emails, customer portals, or walk-ins.

When to Use Service Requests

Use Service Requests when you need to:

Log incoming customer service calls or inquiries
Track requests from initial contact through resolution
Ensure no customer request is lost or forgotten
Monitor response times and service level commitments
Convert requests to work orders or quotes
Provide customers visibility into request status
Generate reports on request volume and response metrics
Document customer interactions for quality assurance

Service Request Workflow

The Request Lifecycle

Customer Reports Issue
  └─> Service Request Created
      └─> Request Evaluated
          ├─> Covered by Contract → Create Work Order
          ├─> Not Covered → Generate Quote
          └─> Complaint or Escalation → Create Complaint Record
      └─> Service Delivered
          └─> Request Closed

Key Stages:

Intake - Customer contacts you (phone, email, portal, walk-in)
Documentation - Create service request record with all details
Evaluation - Determine if covered by contract, requires quote, or is a complaint
Action - Create work order, generate quote, or escalate as needed
Tracking - Monitor progress until resolution
Closure - Close request when customer is satisfied

Service Requests List View

Key Features

Priority Indicators

Visual priority levels: Urgent, High, Medium, Low. Quickly identify which requests need immediate attention.

Status Tracking

See request status at a glance: Open, In Progress, Scheduled, Completed, Cancelled. Filter by status to manage workload.

Customer Information

Each request shows customer name, contact person, and contact information for easy follow-up.

Quick Actions

Action buttons provide fast access to create work orders, generate quotes, escalate to complaints, or contact customers.

List Columns

Column	Description
Case	Case this service request is attached to (click to view case details)
Name	Descriptive name: Repair — Compressor or Safety Recall Work
Planned Date	When service work is scheduled
Description	What is being repaired or serviced
Customer	Customer whose equipment is being serviced
Type	Kind of work needed
Status	Open, Quoted, or Closed
Actions	View details, edit, attach assets/parts, close service request

Service Cases and Service Requests

Fentu FSM distinguishes between two related but separate objects:

Service Case

The customer-facing record of a service inquiry (e.g., “My compressor isn’t working”). Tracks customer communication, priority, and overall satisfaction.

Service Request

The internal record of work to be done (e.g., “Compressor failure needs to be exchanged”). A sub-record within a Case that defines scope, type, and planned date.

The customer sees Case status — “we’re working on it” — while your team sees Service Request details. This keeps customer communication separate from internal work planning. One Case may contain multiple Service Requests (for example, when multiple issues are found on site).

Creating a Service Request

Click 'New Service Request'

Click the ”+” button when customer contacts you.

Select Customer

Choose the customer from your database. If new customer, create customer record first.

Select Contact

Choose which person at the customer reported the issue.

Enter Request Details

Document the issue, symptoms, urgency, and any relevant context.

Set Priority

Assess urgency based on impact, safety, SLA requirements.

Link Asset (if applicable)

Select which equipment has the issue if request is asset-specific.

Assign for Follow-up

Assign to appropriate dispatcher or technician for evaluation.

Save

Request is logged and assigned person receives notification.

Service Request Fields

Basic Information

Field	Description
Request ID	Auto-generated unique identifier for tracking. Format typically: SR-YYYY-####
Customer	Which customer is making the request. Required field.
Contact	Specific person who reported the issue. Should have phone/email for follow-up.
Submitted By	How was request received: Phone, Email, Portal, Walk-in, Referred.
Date/Time Received	When customer first contacted you. Important for SLA tracking.
Status	Current state: Open, In Progress, Scheduled, Completed, Cancelled.

Request Details

Field	Description
Subject	Brief one-line description: “Machine not cooling”, “Water leak in lobby”, “Request quote for new installation”.
Description	Detailed explanation of the issue, symptoms, customer concerns. Include everything customer shared.
Priority	Urgency level based on impact and timing: • Urgent - Safety issue, major operations impact, immediate response required • High - Significant impact, needs quick resolution • Medium - Standard service request • Low - Minor issue, flexible timing
Category	Type of request: Emergency Repair, Routine Service, Inspection, Installation, Quote Request, Information.

Asset and Location

Field	Description
Asset	Which equipment has the issue (if applicable). Helps determine service history and coverage.
Location	Which customer site or building (if customer has multiple locations).
Specific Area	Where at the location: “Rooftop”, “Basement”, “Floor 3 Conference Room”, etc. Helps technician find equipment.

Service Level and Coverage

Field	Description
Service Contract	Is customer covered by a service contract? If yes, which one? Determines if work is included or requires quote.
Covered Under Contract	Yes/No/Partial. If Yes, create work order. If No, generate quote. If Partial, specify what’s covered.
SLA Response Time	Based on contract or priority, when must you respond? (4 hours, 24 hours, etc.)
Due Date	When does request need resolution? System calculates based on SLA or can be set manually.

Assignment and Action

Field	Description
Assigned To	Dispatcher or technician responsible for handling this request.
Action Taken	What was done: • Created Work Order (link to WO) • Generated Quote (link to quote) • Provided Information Only • Escalated to Complaint • Referred to Partner/Vendor
Work Order	Link to work order created from this request.
Quote	Link to quote generated if work not covered by contract.

Communication

Field	Description
Customer Notified	Was customer contacted about status? Date/time of notification.
Scheduled Date	If work order created, when is service scheduled?
Estimated Completion	When do you expect to complete the request?
Notes	Internal notes, follow-up actions, special instructions.
Customer Comments	Feedback from customer, additional information they provided.

Service Request Processing

Evaluating Requests

When a service request comes in, evaluate it to determine the appropriate action:

Covered by Service Contract

Check: Does customer have an active contract? Is this issue covered?If Yes:

Create work order under the contract
Link work order to service request
Update request status to “Scheduled”
Notify customer of scheduled service date

Benefit: Fast response, no quote delays, customer satisfaction

Not Covered - Requires Quote

Check: Customer has no contract, or issue not covered by existing contractActions:

Evaluate scope and cost
Generate quote with detailed pricing
Send quote to customer for approval
Update request status to “Pending Approval”
Create work order after customer approves quote

Benefit: Protects margins, gets customer commitment before work

Emergency or Safety Issue

Check: Is there immediate danger, safety concern, or critical operations impact?Actions:

Set priority to “Urgent”
Create work order immediately (even if quote needed)
Dispatch technician ASAP
Handle quote/approval after safety is secured
Document emergency response in request notes

Benefit: Demonstrates responsiveness, protects customer safety, builds trust

Complaint or Service Issue

Check: Is this actually a complaint about previous service or billing?Actions:

Create formal Complaint record
Link complaint to service request
Assign to appropriate manager for investigation
Update request status to “Escalated”
Follow complaint resolution process

Benefit: Proper handling, documentation, and resolution of complaints

Information Request Only

Check: Customer just needs information, not actual serviceActions:

Provide requested information (pricing, availability, procedures, etc.)
Document what information was provided
Update request status to “Completed”
Log interaction for future reference

Benefit: Customer service without service call overhead

Priority Assessment

Set priority based on these factors:

Priority	When to Use	Response Time
Urgent	Safety hazard, major operations down, no workaround, critical equipment failure	Immediate (within 1-4 hours)
High	Significant impact, limited workaround, contract SLA requires fast response	Same or next business day
Medium	Standard service need, workaround available, normal business priority	Within 2-5 business days
Low	Minor issue, no immediate impact, customer flexible on timing	Within 1-2 weeks or scheduled maintenance

Be realistic with priorities. If everything is “Urgent,” nothing is urgent. Save urgent priority for true emergencies to maintain credibility with technicians and customers.

Converting Requests to Work Orders

When request is covered by contract or customer approves quote:

Open Service Request

Navigate to the service request ready for work order creation.

Click 'Create Work Order'

Use the action button to generate a work order from the request.

Work Order Pre-Populated

System auto-fills work order with: • Customer and contact from request • Asset and location • Issue description from request • Priority level • Link to parent request

Review and Enhance

Add tasks, assign technician, set schedule, attach parts or tools needed.

Save and Schedule

Work order is created and added to dispatcher’s queue for scheduling.

Request Auto-Updates

Service request status automatically changes to “Scheduled” and links to the work order.

Benefits of linking requests to work orders:

Complete traceability from initial call to completion
Metrics on response times
Customer can see request status
Quality assurance and training opportunities

Service Request Actions

Create Work Order

Generate a work order from this request if covered by contract or quote approved.

Generate Quote

Create a quote for work not covered by service contract.

Escalate to Complaint

Convert to formal complaint record if issue involves service quality or dispute.

Contact Customer

Call or email customer for follow-up, clarification, or status update.

Assign/Reassign

Change who’s responsible for handling this request.

Update Status

Move request through workflow: Open → In Progress → Scheduled → Completed.

Link to Contract

Associate request with a service contract if applicable.

View History

See all actions taken on this request, communications, and linked records.

Tips and Best Practices

Log Every Request, No Exceptions

Don’t rely on emails, sticky notes, or memory. Create a service request for:

Every phone call requesting service
Every email inquiry
Every walk-in customer
Every portal submission

If a customer asks for something, it gets a service request number. This prevents dropped requests and provides accountability.

Capture Complete Information Upfront

Take an extra minute during the call to gather:

Exact symptoms and timeline
Which equipment or location
What customer already tried
Why they think it happened
How urgent it really is (vs what customer says)

Good initial documentation prevents callbacks for missing information.

Set Realistic Response Expectations

Tell customers when they can expect:

Initial contact/acknowledgment (within 2 hours, end of business day, etc.)
Service visit (same day, within 24 hours, within 48 hours)
Resolution (depends on issue complexity)

Under-promise and over-deliver builds trust. Unrealistic promises damage credibility.

Use Status Updates as Communication Triggers

When request status changes, automatically notify customer:

In Progress - “We’ve received your request and are evaluating it”
Scheduled - “Service appointment set for [date/time]”
Completed - “Work has been completed, please confirm satisfaction”

Proactive communication reduces “where’s my technician” calls.

Link Assets to Understand History

Always link the asset if request is equipment-specific. This lets you:

See service history before dispatching
Check warranty status
Know if this is a recurring problem
Verify contract coverage

Context helps technicians prepare properly and identify chronic issues.

Track Response Times

Monitor key metrics:

Time from request to first contact
Time from request to work order creation
Time from request to scheduled service
Time from request to completion

Response time metrics help identify bottlenecks and demonstrate service quality.

Use Requests for Customer Education

Service requests are teaching opportunities:

Explain what’s covered by contract vs. requires quote
Educate on preventive maintenance benefits
Demonstrate value of service contracts
Build relationships through responsive communication

Good request handling converts one-time customers to contract customers.

Close the Loop

Don’t just mark requests “Completed” - actually confirm:

Customer received service
Customer is satisfied with results
No follow-up actions needed
Request can be closed

Proper closure prevents issues from resurfacing and ensures quality.

Common Questions

What's the difference between a service request and a work order?

A Service Request is the initial customer contact - “Help, I have a problem!” A Work Order is the scheduled work to fix it.Service Request = Customer reporting an issue Work Order = Technician going to fix the issueOne service request may generate:

One work order (simple fix)
Multiple work orders (complex issue requiring several visits)
A quote (if not covered by contract)
No work order (information request only)

Should I create a service request for every phone call?

Yes, if the call involves:

Request for service
Report of an issue or problem
Question about scheduling service
Follow-up on previous issue

No, for:

General business inquiries
Billing questions (unless it’s a billing complaint)
Calls about existing open work orders (update the WO instead)

When in doubt, create the request. Better to have documentation than lose track of a customer need.

How do I handle emergency requests?

Set priority to “Urgent”
Create work order immediately (skip quote approval if safety issue)
Dispatch available technician ASAP
Notify customer of ETA
Document as emergency in notes
Handle billing/approval after safety is secured

True emergencies (safety hazards, critical equipment down) justify bypassing normal processes. Document why it qualified as emergency.

What if customer wants a quote before service?

Keep service request status as “Pending Quote”
Generate quote from the request
Send quote to customer
Wait for customer approval
When approved, create work order
Update request status to “Scheduled”

Don’t create work orders before quote approval unless it’s an emergency or covered by contract.

Can I convert a service request to a complaint?

Yes. If during evaluation you realize this isn’t a service request but actually a complaint about:

Previous service quality
Technician conduct
Billing disputes
Unresolved issues

Use the “Escalate to Complaint” action. This creates a formal complaint record and ensures proper handling.

How long should I keep completed service requests?

Keep all service requests indefinitely for:

Complete service history
Pattern analysis (recurring issues)
Customer relationship context
Legal protection (documentation of customer requests and responses)

Storage is cheap, and historical data is valuable. Don’t delete completed requests.

What if customer has no service contract?

Follow the quote process:

Document request normally
Evaluate scope and provide quote
Send quote for approval
Create work order only after approval

OR use it as opportunity to:

Explain benefits of service contracts
Offer discounted contract with first service
Convert one-time customer to contract customer

Service requests are sales opportunities.

Service Request Wizard

Step-by-step guide to creating service requests.

Work Orders

Service requests convert to work orders for service delivery.

Service Contracts

Check contract coverage when processing requests.

Complaints

Escalate service requests to complaints when appropriate.

​Overview

​When to Use Service Requests

​Service Request Workflow

​The Request Lifecycle

​Service Requests List View

​Key Features

​List Columns

​Service Cases and Service Requests

Service Case

Service Request

​Creating a Service Request

​Service Request Fields

​Basic Information

​Request Details

​Asset and Location

​Service Level and Coverage

​Assignment and Action

​Communication

​Service Request Processing

​Evaluating Requests

​Priority Assessment

​Converting Requests to Work Orders

​Service Request Actions

Create Work Order

Generate Quote

Escalate to Complaint

Contact Customer

Assign/Reassign

Update Status

Link to Contract

View History

​Tips and Best Practices

​Common Questions

​Related Documentation

Service Request Wizard

Work Orders

Service Contracts

Complaints

Overview

When to Use Service Requests

Service Request Workflow

The Request Lifecycle

Service Requests List View

Key Features

List Columns

Service Cases and Service Requests

Creating a Service Request

Service Request Fields

Basic Information

Request Details

Asset and Location

Service Level and Coverage

Assignment and Action

Communication

Service Request Processing

Evaluating Requests

Priority Assessment

Converting Requests to Work Orders

Service Request Actions

Tips and Best Practices

Common Questions

Related Documentation