Service Requests

A service request is a request for service initiated through a contact to the organization, generally a citizen's call, describing some type of problem (usually at a specified location) and the action taken to remedy the situation. Please note that service requests cannot be deleted in Respond. See Delete a Service Request in the Office/Tablet 15.4 for AMS Guide for more information.

Service request templates can be configured by the administrator in Designer under Service Requests > Templates. See Service Requests in the Designer for 15.4 Guide for more information. Three basic elements are needed to initiate a service request:

  • The problem
  • The incident location
  • The caller or contact information

A service request tracks the action from the initial contact to dispatch and investigation, and then to the resulting recommendation. A service request is attached to an incident location and can be represented by a single point in the map, making it easy to link other callers reporting the same problem in the area to a single service request.

Cityworks service request functions in Respond consist of:

  • Recording the problem/need
  • Logging customer call(s)
  • Locating the incident site
  • Recording labor costs
  • Associating a work order to the service request
  • Associating an inspection to the service request
  • Updating with additional calls or information
  • Closing the service request

NOTE: XML modifications (for example, required fields, label name changes, etc.) made to Office/Tablet are not reflected in Respond.