Service Request Processing allows you to build/display record history of requests for service that you have received from your customers/patrons. "Request" in this sense may refer to any type of communication between you and a customer.
Main Parts of the Screen
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New Service Request Information
- This field allows you to enter a synopsis of the request and should contain the relevant information pertaining to it. This is a free-form text field that will accept up to 30,000 characters.
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The Households DataGrid
- The Households DataGrid lists all the households currently established in your system. Scroll up/down to view the Households or scroll left/right to view additional details.
- Highlight/select a Household, if desired. Any Service Requests linked to that household will appear in the Service Requests DataGrid, provided you have Permissions to view them.
- Click the selected household again to de-select it. The Service Requests DataGrid will display all Service Requests in the database that you have Permissions to view.
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The Service Requests DataGrid
- The Service Requests DataGrid displays the request history log for your entire database or for the household that you have selected in the Households DataGrid, based on your Permissions. "Service Requests" in this sense can refer to any type of communication between you and your customers/households. Scroll up/down to view all the records. Scroll left/right to view the details.
To Log a Service Request
- Enter free form text in the New Service Request Information field, as needed.
THEN
Click Create Service Request. You will continue to the Service Request Details screen where you can enter additional information regarding this issue. The text you enter here will copy over to the Information field automatically.
OR
Enter free form text in this field, as needed.
THEN
Select a household from the Household DataGrid.
THEN
Click Create Service Request. You will continue to the Service Request Details screen where you can enter additional information regarding this issue. The text you enter here will copy over to the Information field automatically. - From the Service Request Details screen, accept the default entry in the Information, Date, and Time fields, or overwrite/augment as needed.
- Click the Picklist icon for Category Code and Comment Code and make selections, if desired.
- Click the Combo Box icon to select and link Permissions Code(s) to this Service Request, if desired.
- 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.
- 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, the click the Picklist icon to select one.
- Once you have selected a Household number, the remaining fields on the Household Details group will populate automatically.
- Enter a freeform email address in the Additional Email fields, if desired. These addresses 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.
- Click Save to save the information. You will be returned to the previous screen.
MTServiceRequestProcessing_Tab1
New Service Request Information (MTServiceRequestProcessing_NewCallInformation)
Note: Step-by-step instructions for running this program are in the Header Help. Click the "i" Information icon and scroll to the top of the page.
Enter free form text in this field as needed.
THEN
Click Create Service Request. You will continue to the Service Request Details screen where you can enter additional information regarding this issue. The text you enter here will copy over to the Information field automatically.
OR
Enter free form text in this field as needed.
THEN
Select a household from the Household DataGrid.
THEN
Click Create Service Request. You will continue to the Service Request Details screen where you can enter additional information regarding this issue. The text you enter here will copy over to the Information field automatically.
This field allows you to enter a synopsis of the request and should contain the relevant information pertaining to it. This is a free-form text field that will accept up to 30 000 characters.
DeleteService Requests (MTServiceRequestProcessing_LinkedCallsDataGrid)
The Service Requests DataGrid displays the request history log for your entire database or for the household that you have selected in the Households DataGrid, based on your Permissions. Service Requests" in this sense can refer to any type of communication between you and your customers/households. Scroll up/down to view all the records. Scroll left/right to view the details.
DataGrid column sort options allow you to customize the view as desired. Click here for a full description of RecTrac DataGrids.
Buttons on the screen…
Highlight/select an existing record and click Change to continue to the Service Request Update screen where you can update the information associated with the record.
Highlight/select an existing record or records and click Delete to remove them from the DataGrid.
Click the Work Order button to:
- Create Work Order - Highlight/select an existing record that is NOT linked to a Work Order and select this option to continue to the Work Order Update screen where you can add a new Work Order and have it linked to the Service Request you have selected.
- Link Work Order - Highlight/select an existing record that is NOT linked to a Work Order and select this option to continue to the Work Order Lookup screen where you can link an existing Work Order to the Service Request you have selected.
- View Work Order - Highlight/select an existing record that IS linked to a Work Order and select this option to continue to a screen that shows the details for the Work Order linked to the Service Request you have selected.
Households (MTServiceRequestProcessing_HHDataGrid)
The Households DataGrid lists all the households currently established in your system. Scroll up/down to view the Households or scroll left/right to view additional details.
DataGrid column sort options allow you to customize the view as desired. Click here for a full description of RecTrac DataGrids.
- Highlight/select a Household if desired. Any Service Requests linked to that household will appear in the Service Requests DataGrid provided you have Permissions to view them.
- Click the selected household again to de-select it. The Service Requests DataGrid will display all Service Requests in the database that you have Permissions to view.
Buttons on the screen…
Click the Household button to:
- Add Household - You will continue to the Household Update screen where you can add a new household to the database if desired.
- Change Household - Highlight/select an existing household and select this option to continue to the Household Update screen where you can make changes to the household information if desired.