How do I edit, cancel, reopen, or comment on a service request?
What you'll do: Open the request and use the Actions menu. What's available depends on the request's status.
Edit a request
Choose Edit SR to change site, complaint, priority, SLA, or asset details. Editing is available in any status except completed, closed, or cancelled. (If you need to change a completed request, reopen it first — see below.)
Cancel a request
Choose Cancel SR and give a reason. This is only offered in the pre-engagement states (Draft, Scheduled, Dispatched) and cancels any active jobs. Once work is in progress, cancellation goes through the engineer's job-cancellation flow instead — see Approving a job cancellation.
Reopen a completed request
Choose Reopen SR (offered only when the status is Completed) to move it back to Draft so it can be re-dispatched. Note: once a request has auto-closed to Closed, it can't be reopened — see Why can't I reopen this service request?.
Confirm parts received
When a job is waiting on parts (the request shows a job Awaiting Parts), choose Parts received to send the job back to the engineer to resume.
Comments and attachments
Use the Comments tab to add notes to the request, and the Attachments tab to upload or download supporting files.