Service Request Madness: SR to WO Workflows

Service Request Madness: SR to WO Workflows

Webinar Recording


Webinar Summary

During this webinar, we went over possible SR to WO workflows in NEXGEN. See below for specific topics.

SR Type Cascading

If you have a lot of SR Types configured in NEXGEN, you can make them cascade so as to avoid having long lists to scroll through when selecting an SR type on a work order. This is done in the SR Types section of the Lookups module by associating the SR Type with a department and/or division.

Service-Level Agreements (SLAs) and Service Requests

Service-level agreements (SLAs) can be configured in NEXGEN to associate SRs at a certain priority with a certain timeframe. For example, you can configure High priority SRs in NEXGEN to have an SLA of 72 hours -- this means that the End Date field will prepopulate with a date corresponding with that timeframe. Configuring SLAs can be done in the SR Types section of the Lookups module.

SR Types and Priority Defaults

Also in the Lookups module, users can configure SR Types to be associated with a certain priority. For example, you can choose for an SR Type called Missing Maintenance Hole Lid to automatically populate with a High priority instead of NEXGEN's default Medium priority. This is useful for prioritization if you know one SR Type should be taken care of before others. (Note that the priority can still be overridden by anyone who edits the SR after it is created.) 

SR Task Type Configurations

Configuring SR Task Types can making linking new WOs from an existing SR easy. Doing so makes it so that the Main Task will auto-populate on the new linked WO according to the Task Type listed on the SR record. This can be done in Lookups under Work Order > Task Type.

SR to WO Closure Dependency

Users can configure SRs linked to WOs to automatically close as soon as the WO reaches a specific status. This might be useful depending on your organization's workflow, or if you would like 311 customers to be notified of an SR closure without having to wait for clerical work to be finalized. To configure this setting, go to Company Options.

Linked SR Closing Rules

In addition to showing off configurations, we also talked about SR links and how they work. To view a graphical explanation of how linked SR trains work within NEXGEN, view the slide deck attached to this KB article.

If you need additional help with the topics covered during this webinar, feel free to check out our Knowledge Base or email support@nexgenam.com.


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