The Service Request Update screen allows you to add or update customer request records, allowing you to build a request history log. "Request" in this sense may refer to any type of communication between you and a customer.
Note: Field names on the screen with red labels* are required by the screen design you are using. Mandatory fields in the default Vermont Systems design are noted where appropriate. Your design and mandatory fields may vary.
From the bottom of the screen….
Click Save to save your changes. You will return to the previous screen.
Click Cancel to return to the previous screen without saving changes.
Service Request Update
CallNumber (MTCUSLOG_CallNumber)
You will not visit this field.
This field displays the Service Request Number. It is system-generated and simply numbers each new Service Request record incrementally.
DeleteCallDate (MTCUSLOG_CallDate)
Accept the default or click the Calendar icon to select an alternate date, if needed. By default the system uses the Date as of the moment the Service Request record was added.
DeleteCallTime (MTCUSLOG_CallTime)
Accept the default or click the Clock icon to select an alternate time, if needed. By default the system uses the Time as of the moment the Service Request record was added.
DeleteWorkOrderNumber (MTCUSLOG_WorkOrderNumber)
Click the Picklist icon to select a Work Order to attach to this Service Request record, if needed/desired. From the Work Order DataGrid, you have the option of selecting an existing Work Order or creating a new one. Depending on the type of Service Request you are logging, you may or may not wish to link a Work Order to it.
For Example: After a severe storm, Ernie Bishop calls in to report a tree down at Potter Park. In this event, you would likely link a Work Order to the request, so that when the tree is removed, you can contact Ernie and let him know the job is complete. If someone else called in to report the down tree prior to Ernie, then you might already have an existing Work Order. In that event, you would select the existing one and link Ernie's request to it. If there were no work order for a downed tree in Potter Park, then you might create a new one and link it.
DeleteCallInformation (MTCUSLOG_CallInformation)
Accept the default entry in this field, if any, or overwrite/augment as needed. This field should contain the relevant information regarding the Service Request. This is a free form text field and allows you to enter a synopsis of the request.
This field will accept up to 30,000 characters.
Note: If opting to "Copy Cut and Paste" text from a pre-generated document then Vermont Systems highly recommends using .txt or .rtf file documents as the source. Using programs such as Microsoft Word and .pdfs as your source is not recommended because they insert thousands of extra - often unseen - HTML characters into the code that result in problems ranging from unexpected formatting issues in RecTrac to exceeding the character count in this field.
If you wish to use text from a MS Word doc or .pdf then Vermont Systems recommends the following "best practice:"
- Open your document in MS Word.
- Save the document as a plain text (.txt) file using Unicode UTF-8 as the file type.
- Use Save As.
- From the Save as type Drop-down down list select "Plain Text (.txt)."
- From the File Conversion dialog select the Other Encoding Radio Set Button and choose "Unicode (UTF-8)."
- Save the .txt file to your workstation.
- Open the newly saved .txt file in Notepad or Notepad ++.
- Copy the text to your clipboard and paste it into the RecTrac field.
- Proof-read again for accuracy and ensure all special characters copied correctly.
- Format text as needed using the Formatting icons at the top of the text box field.
CategoryCode (MTCUSLOG_CategoryCode)
Click the Picklist icon to select the appropriate Category Code for this record, if desired. These codes allow you to group records of a certain type, which is useful for sorting purposes and when running reports and other queries.
These Codes are maintained in System Code Management. Type = Call Category.
DeleteCommentCode (MTCUSLOG_CommentCode)
Click the Picklist icon to select the appropriate Comment Code for this record, if desired. These codes allow you to add standardized text to your service request logs, if desired. These comments will be included along with any free from text entered in the Information field.
These Codes are maintained in System Code Management. Type = Customer Category.
DeletePermissions (MTCUSLOG_Permissions)
Click the Combo Box icon to select the Permissions code(s) you want to apply to this record.
Permissions allow you to control which users can view, add, modify, and/or delete records on browsers and picklists, etc. These are called Access Rights and they are maintained on the Table Permissions tab of the Permissions profile
Note: You can leave this field blank if desired. When this field is blank the system skips the Permissions check for this record. In that event all users will have access to this record provided their Access Rights for the module allow for it.
CustomerNumber (MTCUSLOG_CustomerNumber)
If you entered this screen from Household Update • Service Requests then you will not visit this field.
This field displays the Household Number you were working with on the previous screen.
If you did not link a Household on the previous screen select one. This is a Mandatory field for the default Vermont Systems design. Your design and setup may vary. Address phone and email fields will populate automatically.
DeleteFirst Name (SAHousehold_FirstName)
Enter the first name for the Primary Member of this Household.
DeleteLast Name (SAHousehold_LastName)
Enter the last name for the Primary Member of this Household.
DeleteAddress Line 1 (SAHousehold_PrimaryAddress1)
Enter the Primary Person's street address in this field.
This field will be free form entry or a Picklist depending on the setting of the Address Check field on the Static Parameters profile.
Note: Alternate address information can be added on the Member Details screen for each family memberif desired.
Address 2 (SAHousehold_PrimaryAddress2)
Enter the Primary Person's secondary street address in this field.
Note: Alternate address information can be added on the Member Details screen for each family member if desired.
City (SAHousehold_PrimaryCity)
Enter the city in which the Primary Person lives in this field.
To have the system automatically enter City, State, Category and Fee Code data based on the Zip Code entered, set the Address Check field on your Static Parameters profile.
Note: Alternate address information can be added on the Member Details screen for each family member if desired.
State (SAHousehold_PrimaryState)
Expand the Drop-down list and select the state or province in which the Primary Person lives in this field.
To have the system automatically enter City, State, Category and Fee Code data based on the Zip Code entered, set the Address Check field on your Static Parameters profile.
Notes:
- This list is populated by the entries in the 'State' Option List field on the Static Parameters profile • Misc Settings group.
- Alternate address information can be added on the Member Details screen for each family member if desired.
Zip Code (SAHousehold_PrimaryZipCode)
Enter the postal Zip Code for the Primary Person in this field.
This field will be free form entry or a Picklist depending on the setting of the Address Check field on the Static Parameters profile.
Note: Alternate address information can be added on the Member Details screen for each family member if desired.
Primary Phone (SAHousehold_PrimaryPhoneNumber)
Enter the Primary Person's main phone number in this field.
Note: By default if desired. Additional phone number fields can be added in Management Screen Management Screen Title = Household Update.
Primary Email (SAHousehold_PrimaryEmailAddress)
Enter the Primary Person's main email address in this field.
The system will alert you if the address you enter seems invalid due to selected criterion, such as lack of an '@' symbol, lack of a valid extension (i.e. .com, .org, .edu, etc…), invalid characters, etc….
Note: By default the system provides two (2) email fields for Primary and Secondary Guardians. Up to three (3) email address fields may be listed here for both if desired. Additional email address fields can be added in Management Screen Management Screen Title = Household Update.
EmailAddress (MTCUSLOG_EmailAddress)
Enter a freeform email address in this field, if desired. This email address can be used as an alternate method of contact.
Note: In the event you have a Work Order linked to this Service Request the email address you enter here will be included in emails sent to the Requestor which are generated by the system when the status of the Work Order changes. These settings are maintained on the Send Email to Work Order Requestor on Status Change field of your Work Order profile.
SecondaryEmail (MTCUSLOG_SecondaryEmail)
Enter a freeform email address in this field, if desired. This email address can be used as an alternate method of contact.
Note: In the event you have a Work Order linked to this Service Request the email address you enter here will be included in emails sent to the Requestor which are generated by the system when the status of the Work Order changes. These settings are maintained on the Send Email to Work Order Requestor on Status Change field of your Work Order profile.