Service Request Template Fields

NOTE: Some fields have visible character max limits. The first number is the current count of how many characters have been used. The second number is the max characters allowed in the field.

The following fields display on the General tab of a service request template:

  • Service Request Template Id: The ID is a unique number assigned to the service request template and can be copied.
  • Code: Enter the code for the request template. This is the Code defined for the request template and is what users see if the Request Tree Text Display preference is set to Code, or Code~Description. See Configure Text Display in Cityworks in the Designer Office Companion 23 Guide to set this preference for your login, or Configure General Preferences in the Designer Office Companion 23 Guide to set this preference for the domain.
  • Category: Select the category of the request template. Categories are defined on the Service Request tab under Preferences.
  • Description: This is the Description defined for the request template and is what users see if the Request Tree Text Display preference is set to Description, or Code~Description. See Configure Text Display in Cityworks in the Designer Office Companion 23 Guide to set this preference for your login, or Configure General Preferences in the Designer Office Companion 23 Guide to set this preference for the domain.
  • Is Active: Select if this template is currently being used. Clear the check box if the template is no longer being used. The service request history remains in the database, and can still be included in searches if the Include Inactive Templates and Tasks in Searches preference is selected on the General tab under Preferences. If any template is inactivated, it appears grayed out in the list of templates.
  • Priority: Select the priority for this type of service request. Priorities are defined on the General tab under Preferences.
  • Custom Field Category: Select a custom field, if desired. Custom fields are configured on the Service Requests > Custom Fields page.
  • QA Model: Select either Branch or Linear for the Questions/Answers on the service request.
  • Branch: Displays one question at a time and the answer selected determines the next question.
  • Linear: Displays all questions at once and the user responds to only the relevant questions.
  • Submit To: Select the default employee who receives this type of service request.
  • Dispatch To: Select the default employee who investigates this type of request.

NOTE: An email can be automatically sent to the Submit To and/or Dispatch To employees when the service request is created. This is configured under Email.

  • Duration: Enter a whole number for the average number of days or hours anticipated for resolving the issue.
  • Duration Unit: Select either Days or Hours for the duration.
  • Effort: Enter the number of hours needed to complete the service request. This is for use with Allocation Manager. See Allocation Manager in the AMS Office Companion 23 Guide for more information.
  • For Public Website: Select if this service request template should be included in a public website.
  • Auto Close Requests: Select to allow the service request to automatically close as soon as the service request is saved. This is helpful if you want to log calls which require no further action.
  • Default Project: If all service requests of this type belong to a specific project, select the project. Projects are managed and created in Project Manager, see Projects in the AMS Office Companion 23 Guide for more information.
  • Print Template: Select the print template to use when printing service requests created with this template. These print templates are configured in Preferences. See Add Print Templates for a Service Request for more information.
  • Map Services - Printing: Select the map service to use when printing this service request.