Service Request Status
The status represents the stage of work of a service request. There are general service request statuses within NEXGEN (see list below), but clients also have the ability to create custom service request statuses to fit their workflow.
NEXGEN Service Request Statuses
- New: Service request is created but has not yet been investigated.
- Open: Service request is being investigated.
- Hold: Service request has been investigated, but there is something preventing it from being resolved.
- Cancel: Service request is no longer needed.
- WO in Progress: A work order has been created as a result of investigating the service request.
- Closed: Service request (and linked work order, if relevant) has been resolved.
Change Service Request Status
There are two ways to change the status of a service request.
- Edit the Status field in the top zone of the service request.
- Select the new status from the breadcrumbs bar at the top.
| NEXGEN Tip: View the status change history for a service request by clicking the dropdown arrow on the Status zone on the service request. Update the Status Changed Date by clicking the pencil icon (appears after hover) to the right of a status change entry. |
Related Articles
Create a New Service Request - Service Request
Previously, NEXGEN users were only able to add service requests based on an address. As of the launch of version 12, users are now able to create a service request by address, coordinates, location, or asset. These features were added to expand the ...Link Service Requests - Service Request
Linking service requests creates a relationship between two service requests that allows easy navigation between the linked service requests within NEXGEN. Additionally, this relationship will show up in reports. Organizations sometimes choose to ...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 ...Create a Copy of a Service Request (Save As) - Service Request
The Save As feature allows you to create a copy of an existing service request to quickly create a similar service request. The copy will have the same service request information (except service request number, priority, and status). You can modify ...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 ...