Service Requests and Linked Work Orders - Service Request

Service Requests and Linked Work Orders - Service Request

Service Request (SR) records in NEXGEN can be linked to Work Order (WO) records. When a Service Request needs additional work to be performed relating to an asset, users have the ability to create a WO that becomes linked to the original SR or link an existing WO to the SR. Both workflows are shown below.

Video Overview

 
Action button dropdown for service request records. Users will only see the action dropdown if they have the proper permissions (view User Group Permissions article) and if the SR has not already been linked to a WO.

Create a New Work Order from a Service Request

To create a new work order for a service request follow the steps below. To link an existing WO to a service request, please review the section "Link an Existing Work Order to a Service Request". Please note that as of NEXGEN web version 11.3, users can only link one Service Request to one Work Order.
  1. Navigate to the SR record you would like to create a WO for.
  2. Click on the Action dropdown on the top right corner of the record.
  3. Click "New Work Order".
  4. Confirm that you would like to create a new WO record.
  5. Fill in WO details. Please review the Information Copied to a New Work Order table below for additional information on what will pre-populate on your new WO record.
  6. Click "Save" on the top right corner.
  7. Your new WO record will be saved and the SR record will be automatically linked to your WO. To view the SR record, you can view the Linked Service Request Summary zone on the WO. The SR will remain in the "WO in Progress" status until the linked WO is closed.
     

Link an Existing Work Order to the Service Request

To link an existing WO record to a Service Request, users can follow the steps below. To create a new WO for the SR record, please review the "Create a New Work Order from a Service Request" section above.
  1. Navigate to the SR record you would like to create a WO for.
  2. Click on the Action dropdown on the top right corner of the record.
  3. Click "Existing Work Order".
  4. Use the search sidebar in the pop-up that appears to find the desired WO. Check the checkbox next to the WO number when the WO has been identified.
  5. Select the work order by checking the box. If you selected the incorrect WO, click the "Reset Items" button at the top to reset your selection.
  6. Click "Attach" to review your selection.
  7. Click "Attach" again to confirm your selection or click on the "Reset Items" button to pick a different WO.
  8. Your SR will now be linked to the selected WO. The WO information will be visible in the "Work Order Summary" zone that appears.


 

Navigate Between a Linked Work Order and Service Request

Once a work order and a service request are linked, the work order information will show up in a Work Order Summary zone on the service request record. Click the WO Number link to open the work order record. 

Similarly, the service request information will show up in a Service Request Summary zone on the work order record. Click the SR number to open the service request record.

 

 

Information Copied to a New Work Order

While most pertinent information on a Service Request is automatically filled in on a Work Order, not all information is transferred to a Work Order record. Some fields are not transferred because they are either not available on a Work Order, or would require modifications by a user. Below is a table of the information on a Service Request and whether or not it is transferred to a WO upon creating a WO from a service request.

Service Request Field
Copied to New WO?
Requested By
Yes ; The requested by field is copied over from the original Service Request. Even if the user creating the new WO is different from the original "Requested By" on the SR record, the WO record will default to the "Requested By" value on the SR.
Priority
No;  Service Request and WO priorities are not mapped to each other. Priority values will not transfer to the new WO record.
Date
No;   The created date will default to the current date.
Start Date
No;  The start date will default to the created date.
End Date
No;  The end date will default to the priority end date if one has been specified or to the date the WO is closed. For more information on priority end dates please view Service Level Agreements (SLA's) for Work Orders and Service Requests .
Department
Yes;  The department field will transfer.
Division
Yes; The division field will transfer.
Project
Yes;  The project field will transfer.
Type*
No*; While the SR Type will not transfer over to a WO by default, if Task Types have been configured in the system, the SR Type field can be mapped to the WO Main Task field.
Description
Yes;  The SR description is transferred to the WO Description field.
Supervisor
Yes;  The supervisor field will transfer.
Lead Worker
Yes;  The lead worker field will transfer.
Internal (Flag)
No;  This field is not present on the WO record.
Incident Address
Yes;  This field is transferred into the WO Address field.
User Defined Fields (Zone)
No;  The UDF fields on a Service Request record are not mapped to WO UDF fields. UDFs are configured at the Module Level and do not link to separate modules.
Resource (Zone) No;  The resources present on the Service Request are not transferred to a WO. 
Customers (Zone)
No;  Any customer information stays on the original service request and does not transfer to a WO record automatically.
Linked Service Requests (Zone)*
No*;  As of web version 11.3, SR to WO links are 1-to-1 so the Linked Service Requests zone is not available on WO records. Instead, if a WO is linked to a SR, the WO will display a Service Request Summary zone that will summarize the linked SR information. If the SR record is linked to additional SR records, that information will only be visible on the SR.
Attachments (Zone)
Yes;  Attachments on the SR record will transfer to the WO record after saving the WO record.
Comments (Zone)
No;  Comments on the SR will not be transferred to the new WO record.
Activity Feed (Zone)
No;  The Activity Feed on the SR will only capture changes made to that record. The WO activity feed will capture changes made to the WO record.


 

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