Service Request - FAQs

Service Request - FAQs

Service Request FAQs

How do I add an asset to a service request record?

As of the current version of NEXGEN, you can now select Asset using the drop-down arrow next to +New when creating a new service request in the Service Request module.

Can I change the problem area (location, asset, coordinates, or address) of a service request if I've already created the record?

Unfortunately, this feature is not available at this time. The problem area is set at the time you create the service request and cannot be edited afterward.

How do I create a new linked work order from a service request?

To create a new work order, click Action in the top right. Then click New Work Order. You will be able to create a new work order with some fields already filled in using the information from the service request record.

Why can't I create a linked work order from this service request?/Why don't I see the Action button in the top right of my service request record?

If you don't see the Action button in the top right of the service request, your service request might be in the status WO in Progress. This means that you cannot create a new linked order from this service request; one already exists. If you want to link an additional work order, you can create a chain from the original linked work order by going to its record, scrolling to the Linked Work Orders zone, and clicking the Add button.

Why can't I close a service request that is in the status WO in Progress?

WO in progress service requests have linked work orders attached to them and only close once that work order is closed.

Why am I seeing a service request marked on the map that is in the middle of the ocean?

This means that the address entered on the service request is incorrect or invalid. Go into the record and fix the address to have the SR populate at the correct location on the map.
Currently, this is not a functionality in the system. If you accidentally linked the wrong work order, submit a support ticket through the NEXGEN Help Portal or email support@nexgenam.com.

What is response time on a service request?

Response time on a service request records the time between when the time was created and when the record moves out of the New status. The intention is to track the amount of time that it takes for someone to respond to the service request.

    • Related Articles

    • Work Order - FAQs

      Work Order FAQs What is the difference between the Start/End Date fields and the Actual Start/Actual End Date fields? Work orders have a number of different date fields. Here are definitions for each of them. Date - Work Order Created Date Start Date ...

    • Frequently Asked Questions - General Help

      NEXGEN General Questions How do I contact NEXGEN for help? You can contact NEXGEN by submitting a support ticket through the Help Portal (through the Help module on your NEXGEN site) or by emailing us at support@nexgenam.com. What are some additional ...

    • Performance Reports - FAQs

      Performance Reports FAQs Why is the screen blank when I click into the Performance Reports module? By default, the screen that displays when you click into the Performance Reports module is the Favorites tab, which houses a list of your favorite ...

    • Warehouse Inventory - FAQs

      Warehouse Inventory FAQs What is the difference between stock and non-stock items? Stock items are items you keep on hand at your organization while non-stock items are items you don't have on hand. In NEXGEN, stock items are required to be tied to a ...

    • Preventive Maintenance - FAQs

      Preventive Maintenance FAQs How do I find the PMID of a PM? The PMID of a PM is the same as its PM number. The PM number is located in the header of the top zone of a PM record. How do I know which PM a work order was fired from? On every work order ...