TipService requests are the requests raised by the customers in the Customer Portal to perform repairs on their assets and also the requests automatically added when the alert is imported. The Service Requests section lets you view these service requests.
Tip
To view the Service Requests page, click the Service Requests link.
1. Click the Maintenance module.
2. In the Actions section, click Service Requests & Alerts.
The Service Requests page opens. The Service Requests grid displays the requests (pre-defined and other service request) made by the Customer Portal user and also the requests automatically added when the alert is imported.
3. Click the View link next to a request you wish to view.
The Pending Repairs page opens. Click one of the following:
o Return to Pending to go to Search Pending Repairs tab.
o Convert to Pending to open the Convert to Pending Repair dialog box and do one of the following:
§ Click Save to convert the service request into a pending repair. After you convert a service request to a pending repair, a confirmation email is sent to the Customer Portal user who has requested for the service.
§ Click Cancel to close the Convert to Pending Repair dialog box.
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Note: · In the Convert to pending dialog box, the Estimated Start Date field display Submission Date of the request as the default value else display an appointment date and time only if you have selected Appointment Date/Time when creating a service request from the Request Service page. However, you can update the date in the Estimated Start Date field. · In the Convert to pending dialog box, the Or set to an appointment for this asset field is displayed only if you have Customer Appointment View permission. The Or set to an appointment for this asset list contains the appointments of the asset. The appointment date and time selected in the Or set to an appointment for this asset field is displayed in the Estimated Start Date field. · If appointments does not exist for the asset, the Or set to an appointment for this asset field display No appointments scheduled text. |
o Edit Service Request to open the Edit Service Request dialog box where you can edit and save the service request.
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Note: · In the Edit Service Request dialog box, the Appointment Date field display a default value, only if the Appointment Date/Time field value is selected when creating a service request from the Request Service page, else you can set the date and time. · In the Edit Service Request dialog box, the Or set to an appointment for this asset field is displayed only if you have Customer Appointment View permission. The appointment date and time selected in the Or set to an appointment for this asset field is displayed in the Appointment Date/Time field. · If appointments does not exist for the asset, the Or set to an appointment for this asset field displays No appointments scheduled text. |
o Delete Service Request to open the Delete Service Request dialog box and do one of the following:
(i) Click Yes, Delete Request to confirm deletion of the service request.
§ Cancel to cancel the deletion.
o Return to Service Requests & Alerts to return to service requests and alerts page.
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Note: · You can select the Also show Service Requests converted to Pending Repairs check box to display the service requests that are converted to pending repair. · You can sort the service request by urgency by clicking the Service Urgency column. · You can click o For pre-defined requests made from Customer Portal, the Repair Description/ Other Service Requested column displays the Group\ Action\ Component information. o For any other service request made from the Other Services box of Customer Portal, the Service Requested column displays only the first 30 characters. In this case, Repair Description/ Other Service Requested column displays the complete service request description. o For Alert service request, the Repair Description/ Other Service Requested column displays Alert code and Alert description. |
next to a service request to view the repair description/ other service requested and the details of the person who raised the service request.