Service Requests & Dispatch
Service requests, the Dispatch Board, FSRs, and job cancellations. — 8 articles
How do I create a service request?
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.
How do I use the Dispatch Board?
The Dispatch Board (under Service ERP) is where coordinators assign backlog service requests to engineers and time slots by dragging cards, and reassign jobs that are already under way.
How do I assign, schedule, or reassign an engineer?
Open the service request, use Assign engineer to dispatch it, Reschedule to change the visit time, or Add job for a second visit. A job that's already under way is reassigned from the Dispatch Board.
How do I approve or reject an engineer's job-cancellation request?
When a field engineer requests to cancel a job, it appears on the service request's Jobs tab. Open the job and choose Approve cancellation or Reject — resume job.
How do I edit, cancel, reopen, or comment on a service request?
Open the request and use the Actions menu. What's available depends on the request's status.
How do I send the Field Service Report (FSR) to the customer?
On a completed job, open the service request's Jobs tab and click Send FSR to customer. Confirm the recipient email and send — the report PDF is emailed to the customer.
How do I correct (revise) a Field Service Report?
A Service Coordinator or Manager can revise a completed engineer's report from the service request's FSR area. Open Revise Field Service Report, enter why it's being revised, and save — this creates a new version, keeping the original for the record.
Where do I see service performance and SLA reports?
Service Managers get three reporting screens under Service ERP: Manager Dashboard, SLA Report, and Technicians. These are Manager-only; Coordinators don't see them.