> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fentufsm.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Service Requests

> Track and process incoming customer service requests

## 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.

<img src="https://mintcdn.com/fentu/hwQj1zN52k4D8yBe/images/fentu-fsm/service-management/service-requests-list.png?fit=max&auto=format&n=hwQj1zN52k4D8yBe&q=85&s=40aa6f7349866aa2519bee25e9ca6c93" alt="Service Requests List View" width="1280" height="720" data-path="images/fentu-fsm/service-management/service-requests-list.png" />

<Note>
  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.
</Note>

## 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:**

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

***

## Service Requests List View

### Key Features

<AccordionGroup>
  <Accordion title="Priority Indicators" icon="triangle-exclamation">
    Visual priority levels: Urgent, High, Medium, Low. Quickly identify which requests need immediate attention.
  </Accordion>

  <Accordion title="Status Tracking" icon="circle-check">
    See request status at a glance: Open, In Progress, Scheduled, Completed, Cancelled. Filter by status to manage workload.
  </Accordion>

  <Accordion title="Customer Information" icon="building">
    Each request shows customer name, contact person, and contact information for easy follow-up.
  </Accordion>

  <Accordion title="Quick Actions" icon="bolt">
    Action buttons provide fast access to create work orders, generate quotes, escalate to complaints, or contact customers.
  </Accordion>
</AccordionGroup>

### 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:

<CardGroup cols={2}>
  <Card title="Service Case" icon="folder-open">
    The **customer-facing** record of a service inquiry (e.g., *"My compressor isn't working"*). Tracks customer communication, priority, and overall satisfaction.
  </Card>

  <Card title="Service Request" icon="clipboard-list">
    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.
  </Card>
</CardGroup>

<Note>
  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).
</Note>

***

## Creating a Service Request

<Steps>
  <Step title="Click 'New Service Request'">
    Click the "+" button when customer contacts you.
  </Step>

  <Step title="Select Customer">
    Choose the customer from your database. If new customer, create customer record first.
  </Step>

  <Step title="Select Contact">
    Choose which person at the customer reported the issue.
  </Step>

  <Step title="Enter Request Details">
    Document the issue, symptoms, urgency, and any relevant context.
  </Step>

  <Step title="Set Priority">
    Assess urgency based on impact, safety, SLA requirements.
  </Step>

  <Step title="Link Asset (if applicable)">
    Select which equipment has the issue if request is asset-specific.
  </Step>

  <Step title="Assign for Follow-up">
    Assign to appropriate dispatcher or technician for evaluation.
  </Step>

  <Step title="Save">
    Request is logged and assigned person receives notification.
  </Step>
</Steps>

***

## 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:<br />• **Urgent** - Safety issue, major operations impact, immediate response required<br />• **High** - Significant impact, needs quick resolution<br />• **Medium** - Standard service request<br />• **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:<br />• Created Work Order (link to WO)<br />• Generated Quote (link to quote)<br />• Provided Information Only<br />• Escalated to Complaint<br />• 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:

<AccordionGroup>
  <Accordion title="Covered by Service Contract" icon="file-contract">
    **Check:** Does customer have an active contract? Is this issue covered?

    **If Yes:**

    1. Create work order under the contract
    2. Link work order to service request
    3. Update request status to "Scheduled"
    4. Notify customer of scheduled service date

    **Benefit:** Fast response, no quote delays, customer satisfaction
  </Accordion>

  <Accordion title="Not Covered - Requires Quote" icon="file-invoice-dollar">
    **Check:** Customer has no contract, or issue not covered by existing contract

    **Actions:**

    1. Evaluate scope and cost
    2. Generate quote with detailed pricing
    3. Send quote to customer for approval
    4. Update request status to "Pending Approval"
    5. Create work order after customer approves quote

    **Benefit:** Protects margins, gets customer commitment before work
  </Accordion>

  <Accordion title="Emergency or Safety Issue" icon="triangle-exclamation">
    **Check:** Is there immediate danger, safety concern, or critical operations impact?

    **Actions:**

    1. Set priority to "Urgent"
    2. Create work order immediately (even if quote needed)
    3. Dispatch technician ASAP
    4. Handle quote/approval after safety is secured
    5. Document emergency response in request notes

    **Benefit:** Demonstrates responsiveness, protects customer safety, builds trust
  </Accordion>

  <Accordion title="Complaint or Service Issue" icon="face-frown">
    **Check:** Is this actually a complaint about previous service or billing?

    **Actions:**

    1. Create formal Complaint record
    2. Link complaint to service request
    3. Assign to appropriate manager for investigation
    4. Update request status to "Escalated"
    5. Follow complaint resolution process

    **Benefit:** Proper handling, documentation, and resolution of complaints
  </Accordion>

  <Accordion title="Information Request Only" icon="circle-info">
    **Check:** Customer just needs information, not actual service

    **Actions:**

    1. Provide requested information (pricing, availability, procedures, etc.)
    2. Document what information was provided
    3. Update request status to "Completed"
    4. Log interaction for future reference

    **Benefit:** Customer service without service call overhead
  </Accordion>
</AccordionGroup>

### 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 |

<Warning>
  Be realistic with priorities. If everything is "Urgent," nothing is urgent. Save urgent priority for true emergencies to maintain credibility with technicians and customers.
</Warning>

***

## Converting Requests to Work Orders

When request is covered by contract or customer approves quote:

<Steps>
  <Step title="Open Service Request">
    Navigate to the service request ready for work order creation.
  </Step>

  <Step title="Click 'Create Work Order'">
    Use the action button to generate a work order from the request.
  </Step>

  <Step title="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
  </Step>

  <Step title="Review and Enhance">
    Add tasks, assign technician, set schedule, attach parts or tools needed.
  </Step>

  <Step title="Save and Schedule">
    Work order is created and added to dispatcher's queue for scheduling.
  </Step>

  <Step title="Request Auto-Updates">
    Service request status automatically changes to "Scheduled" and links to the work order.
  </Step>
</Steps>

**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

<CardGroup cols={2}>
  <Card title="Create Work Order" icon="plus">
    Generate a work order from this request if covered by contract or quote approved.
  </Card>

  <Card title="Generate Quote" icon="file-invoice-dollar">
    Create a quote for work not covered by service contract.
  </Card>

  <Card title="Escalate to Complaint" icon="triangle-exclamation">
    Convert to formal complaint record if issue involves service quality or dispute.
  </Card>

  <Card title="Contact Customer" icon="phone">
    Call or email customer for follow-up, clarification, or status update.
  </Card>

  <Card title="Assign/Reassign" icon="user">
    Change who's responsible for handling this request.
  </Card>

  <Card title="Update Status" icon="circle-check">
    Move request through workflow: Open → In Progress → Scheduled → Completed.
  </Card>

  <Card title="Link to Contract" icon="link">
    Associate request with a service contract if applicable.
  </Card>

  <Card title="View History" icon="clock-rotate-left">
    See all actions taken on this request, communications, and linked records.
  </Card>
</CardGroup>

***

## Tips and Best Practices

<AccordionGroup>
  <Accordion title="Log Every Request, No Exceptions" icon="clipboard">
    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.
  </Accordion>

  <Accordion title="Capture Complete Information Upfront" icon="circle-info">
    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.
  </Accordion>

  <Accordion title="Set Realistic Response Expectations" icon="clock">
    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.
  </Accordion>

  <Accordion title="Use Status Updates as Communication Triggers" icon="envelope">
    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.
  </Accordion>

  <Accordion title="Link Assets to Understand History" icon="barcode">
    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.
  </Accordion>

  <Accordion title="Track Response Times" icon="stopwatch">
    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.
  </Accordion>

  <Accordion title="Use Requests for Customer Education" icon="graduation-cap">
    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.
  </Accordion>

  <Accordion title="Close the Loop" icon="check-circle">
    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.
  </Accordion>
</AccordionGroup>

***

## Common Questions

<AccordionGroup>
  <Accordion title="What's the difference between a service request and a work order?" icon="question">
    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 issue

    One 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)
  </Accordion>

  <Accordion title="Should I create a service request for every phone call?" icon="question">
    **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.
  </Accordion>

  <Accordion title="How do I handle emergency requests?" icon="question">
    1. **Set priority to "Urgent"**
    2. **Create work order immediately** (skip quote approval if safety issue)
    3. **Dispatch available technician** ASAP
    4. **Notify customer** of ETA
    5. **Document as emergency** in notes
    6. **Handle billing/approval after** safety is secured

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

  <Accordion title="What if customer wants a quote before service?" icon="question">
    1. Keep service request status as "Pending Quote"
    2. Generate quote from the request
    3. Send quote to customer
    4. Wait for customer approval
    5. When approved, create work order
    6. Update request status to "Scheduled"

    Don't create work orders before quote approval unless it's an emergency or covered by contract.
  </Accordion>

  <Accordion title="Can I convert a service request to a complaint?" icon="question">
    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.
  </Accordion>

  <Accordion title="How long should I keep completed service requests?" icon="question">
    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.
  </Accordion>

  <Accordion title="What if customer has no service contract?" icon="question">
    Follow the quote process:

    1. Document request normally
    2. Evaluate scope and provide quote
    3. Send quote for approval
    4. 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.
  </Accordion>
</AccordionGroup>

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="Service Request Wizard" icon="square-plus" href="/service-apps/wizards/service-request-wizard">
    Step-by-step guide to creating service requests.
  </Card>

  <Card title="Work Orders" icon="clipboard-list" href="/work-orders/work-orders">
    Service requests convert to work orders for service delivery.
  </Card>

  <Card title="Service Contracts" icon="file-contract" href="/service-management/service-contracts">
    Check contract coverage when processing requests.
  </Card>

  <Card title="Complaints" icon="triangle-exclamation" href="/service-management/complaints">
    Escalate service requests to complaints when appropriate.
  </Card>
</CardGroup>