How do I track my service requests?
What you'll do: Open Service requests in the portal. Each request shows a plain-language status and, once assigned, the engineer's name. Open any request to see its full details.
Steps
- From the sidebar (website) or the Requests tab (app), open your service requests.
- Filter with All / Open / Completed. On the website you can also search by request ID, serial number, or location.
- Tap a request to open it and see the issue, the linked equipment, the site details, and any photos you attached.
What the statuses mean
Your requests move through these stages:
- Raised — we've received it.
- Scheduled — a visit has been planned.
- Engineer assigned — an engineer is assigned to your request.
- In progress — work is underway.
- On hold — temporarily paused.
- Completed — the visit is finished.
- Closed — the request is fully wrapped up.
- Cancelled — the request was cancelled.
A red SLA breached badge means the agreed response window has passed. You see the overall status and the assigned engineer's name — not the minute-by-minute internal steps.