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.
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.
Can I unlink a work order from a service request?
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.