Create a Service Request

Service requests are created when there is a problem that needs action.

TIP: See Create a Service Request for a quick start guide on this subject.

  1. Click Service Request on the main toolbar.
  2. Click New.

NOTE: Incident codes, problem tree, and keywords are defined by the administrator in Designer. See Add or Edit a Service Request Template in the Designer for 15.8 Guide for more information.

  1. Select the desired asset group and problem code from the Problem Tree tab or search by keyword in the Problem Keywords tab. If you search by keyword, enter the keyword and click Find.

  1. If questions and answers have been configured for this service request, answer the questions in the Caller Questions & Answers panel. See Questions and Answers for more information.
  2. Fill in the Incident Information and Caller Information tabs. See Incident Information Tab Fields and Caller Information Tab Fields for more information.

TIP: You can search for a caller on the Caller Information tab by entering the first few letters of the customer's name in the First Name or Last Name fields and clicking Search in the Caller Lookup panel.

Once a customer is entered in the Caller Information panel, the call history for the customer shows in the Call History panel.

  1. Click Save.

Once the service request is saved, the Service Request window opens. Any of the fields already populated were either entered by the call taker or defined by the administrator.