Create New Service Request

Create New Service Request

A Service request is created when an issue is reported by a customer or an internal employee. Service Requests do not necessarily indicate an issue with an asset. However, if a maintenance issue is discovered for one or more assets while investigating a service request, a work order can be created from a service request. 

 

Video Overview

 

1. Create a New Service Request

  1. Navigate to the Service Request Module by clicking Customer > Service Request. 
  2. Click the "+ New" button in the upper left corner.Screen_Shot_2020-01-08_at_9.55.50_AM.png

2. Fill out Service Request Information

Fill out all mandatory fields and any desired fields. Fields indicated with red asterisks are mandatory fields. Field descriptions are below.

    • Number - generally autofilled based on next available number. Can be edited, if desired. 
    • Requested by - autofills with employee creating the service request. Can be changed, if desired. 
    • Priority - represents the urgency or service level agreement of the service request. 
    • Status - represents the current stage of work.
    • Date - date service request record is created. Can be edited, if desired. 
    • Start Date - date work is scheduled to start. 
    • End Date - date work is scheduled to end. 
    • Department - department tagged to this service request. 
    • Division - division tagged to this service request.
    • Project - tag a project from the NEXGEN Projects Module, if applicable. 
    • Type - the service request issue. List can be filtered by department and/or division fields.
    • Description - additional service request details. 
    • Supervisor - the supervisor assigned to this service request. 
    • Lead Worker - the lead worker assigned to this service request. 
    • Internal - check if service request is reported by internal employee. 
    • Incident address - address and contact information related to the service request.

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3. Fill Out User Defined Fields

User Defined fields are custom fields that can be created for all service requests, service requests for particular departments or divisions, or service requests of particular types.

Screen_Shot_2020-09-18_at_11.16.33_AM.png

 

4. Add Customer(s) to the Service Request

Add one or more customers to the service request record. Note - A customer last name is required to create a service request.

 

Add an Existing Customer

Customer information can be stored in NEXGEN. To choose an existing customer, click Find and filter or search to find the correct customer. Then click Save to add the customer to the service request.

Screen_Shot_2020-09-18_at_11.19.34_AM.png

 

Manually Enter Customer Information

Enter the desired information in the customer zone.

Screen_Shot_2020-09-18_at_11.25.04_AM.png

 

Note - To store this customer in NEXGEN for future use, click the Add as Customer button. Fill in the Customer Number, Type, and Address Type. If desired, fill in an APN Number and Company Name.

 

Anonymous Customers

If a customer wishes to remain anonymous, type "Anonymous" into the last name field.

 

Internal Customers

If an internal employee is reporting the service request, use the employee last name as the customer last name.

 

NEXGEN Tip: 

Use the Copy Customer Address option to use the customer's address as the incident address for the service request. 

 

5. Click Save

Once you click save, the service request record will be generated and any notifications set up in the system will fire to the people assigned to this service request. 


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