Service Request
View Messages Sent to Requesters (External Activity Feed) - Service Request
As of NEXGEN version 12, it is possible to message a requester directly about their service request by contacting them through their service request record. NEXGEN stores messages sent to requestors in the Activity feed for future reference. To view ...
Contact a Requester through an SR Record - Service Request
As of NEXGEN version 12, you can now contact service request requesters via their service request records. This is useful for directly providing updates to requesters about their service requests. Any correspondence can be tracked using the External ...
Change the Default SR Problem Area - Company Options
NEXGEN users can create a new service request in the Service Request module by using either an address, an asset, a location, or coordinates. By default, new service requests will be set to ask for a location, but if you are a system administrator, ...
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 ...
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 ...
Print Service Request Records - Service Request
Learn how to print single or multiple service requests. Service requests will print as a formatted PDF document. Note: In order to be able to print service requests, you must have the ability to view reports. This is dependent on your user ...
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 ...
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 ...
Edit Multiple Service Requests - Service Request
NEXGEN users can edit or print multiple records at a time. This can be especially useful when you need to change the same information for many service requests, such as replacing a lead worker. See below for more on how to select, edit, or print ...
Add, Modify, & Delete Comments on a Service Request
Comments are a useful tool for employees to communicate important updates or information about a service request. Add a Comment to a Service Request Click into the text box in the Comments zone. Type your comment. Click Comment. Your comment will ...
Add, Modify, & Delete Attachments on a Service Request
Attachments can be files or webpage links that you add to a service request to provide additional information. For example, employees might include include pictures of the issue to provide visual context. Add an Attachment to a Service Request ...
Add, Modify, & Delete Resources on a Service Request
Resources on a service request are employees or equipment. These are added to a service request to track time and cost. Add a Resource to a Service Request Click + Add on the Resource zone. Select Employee or Equipment. Filter Resource Names by ...
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 ...
Delete Customer Records
Go to Customer > Customer Open existing Customer record Click Delete on the top right toolbar Click Delete again to confirm your decision
Add, Modify, & Delete Customers on a Service Request
Customers are external parties who submit service requests via a 311 portal, phone call, email, etc. One or more customers can be attached to the service request record. At least one customer must be associated with the service request record. Add ...
Add New Customer Type Options
Go to Settings > Setup > Lookups On the left of the screen, locate Customer from the tree and click the arrow to the left to expand Click Customer Type In the Customer Type zone that was opened, click +Add Enter Option ID, Option Value, Sort ...
Edit Service Request Info or User Defined Fields (UDFs)
You might have the need to edit the service request info or user defined fields if you are assigning or responding to an assigned service request. Service Request Info The basic service request info is in the top zone of the service request. ...
Add, Edit, or Delete Customer Address
One or more addresses can be associated with a Customer record. Adding and editing Customer addresses can be done in the Customer module. Skip To: Add an Address Edit an Address Delete an Address Add an Address to a Customer 1. Navigate to the ...
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 ...
Make Customer Inactive
Go to Customer > Customer Open existing customer record On the Customer Name zone at the top of the page, click Edit Uncheck the Active checkbox by clicking on it if it is checked Click Save
Service Requests in Map View
Map View shows service requests plotted as pins on the map where the color of the pin represents the priority of the service request. Note - service requests will only appear on the map if they have an address. Video Overview Getting to Map ...
Add Attachments to a Customer Record - Customer
You can add attachments to a customer's record to provide reference documents for NEXGEN users to view. See below for instructions on how to do this. Navigate to the Customer Module To navigate to the Customer module: Click Customer in the blue ...
Service Requests in Grid View
Grid View Overview Getting to Grid View Grid view allows you to view service request records in a spreadsheet view. This view provides more advanced filtering and grouping functionality as well as the ability to quickly export data. The rows ...
Edit Multiple Customer Records Simultaneously
Go to Customer > Customer From the List view, select multiple Customer records by clicking the checkboxes to the left of the Customer records Click Multiple Edit from the top right toolbar (this icon will not appear until a Customer record is ...
Filter Service Requests
Filter to narrow the list of service requests shown. There are three filters to choose from. Filters can be used in list view, grid view, and map view in the Service Request Module. Video Overview Filter Service Requests Tree Filter Use the Tree ...
Edit Customer Information
Go to Customer > Customer Open existing Customer record Click Edit Make necessary edits Click Save
Search Service Requests
Find a specific service request quickly by searching. Search by number, customer first name, customer last name, address, date, start date, end date, or description. Search in list view, grid view, and map view in the Service Request Module. Video ...
Quick Search
Go to Customer > Customer On the left side of the screen, use the drop down list to select a search method (First Name, Company Name, Phone, Address, etc.) Type your search in the text box Use the Filters below the search box if necessary Click ...
Sort Service Requests
Sort service requests to change the viewing order in list view. Sort by number, date, start date, end date, and priority. Navigate to the Service Request Module. Click Customer > Service Request. Click the List icon at the top. Select sort ...
Attach Assets to Customer
Assets can be attached to customers in the customer module. Add an Asset to a Customer 1. Navigate to the Customer Module. Click Customer > Customer. 2. Open existing Customer record. 3. In the Assets zone, click +Add. 4. Using the Tree, locate ...
Service Requests in List View
List View is the default view for service requests. Within this view, service requests are listed from most recent to oldest. For each service request, you can see basic information. You can sort, search, and filter service requests in this view. ...
My Service Requests
My Service Requests are service requests where you are assigned as "requested by," the lead worker, the supervisor, or a resource. Video Overview Locating My Service Requests Get to My Service Requests by clicking the live links on the ...
Customers in List View
List View is the default view in the Customer module. Within this view, customers are listed by default in alphabetical order by first name. For each customer, you can see basic information. You can sort, search, and filter customers in this view. ...
Sort Customers
Sort customers to change the viewing order. Customers can be sorted by first name, last name, company name, or number. Sort Customers Select sort criteria from the dropdown. Use the A>Z button to flip the order of the sort.