How do I create a service request?
What you'll do: A Service Coordinator opens New SR (from the Service Requests list or the Dispatch Board), fills in the customer, asset, complaint, and priority, and optionally schedules and assigns an engineer. Where it lands depends on what you fill in.
Steps
- Click New SR on the Service Requests list, or use the Dispatch Board. (Service Managers create requests from the Dispatch Board — the "New SR" button on the list is hidden for them.)
- In the intake panel, choose the source, customer, and affected asset; enter the complaint and priority; set the place of supply. You can create a customer, asset, or product inline if needed.
- Optionally set a scheduled visit date and assign an engineer.
- Submit.
Where the request lands
The request routes automatically based on what you provided:
- Engineer + scheduled time → opens as Dispatched (a job is created and assigned).
- Scheduled time only → Scheduled.
- Neither → Draft.
Good to know
- Service requests are also raised automatically — one per serial when an invoice is issued for an installable product — and by customers through the portal.
- If an auto-created installation request is missing site details, it's flagged Needs info on the Dispatch Board — see What does the "Needs info" flag mean?.