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Manage and Edit Service Request Best Practice

Eptura Knowledge Center

Manage and Edit Service Request Best Practice

It is important to understand the functions of the Service Request module, as requests are maintained. 

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Manage Service Request Queue


You can manage Service Request queue to organize the requests that are unassigned, assigned to yourself, or closedd. See, Manage Service Request Queue.

Edit Service Request 


From the Edit Service Request screen, you can edit the request from assigning the request all the way through to closing the request. See, Manage and Edit Service Request Best Practice.

The Edit Service Request form can be configured, refer to Service Request Form Configuration.

Update Service Request Type, Summary, Tags, or Priority


You can update the request type, summary, manage tags, or change the priority. See, Update Service Request Type, Summary, Tags, or Priority.

The Service Request Type can be configured, refer to Configure the Service Request Types.

Update Description, Justification, or Comment


You can update the service request's description, and justification, or add comments. See, Update Description, Justification, or Comments.

Update Status and Actions


You can update the status and the various actions required to complete the service request. See, Update Status and Actions.

The Service Request Status and the Actions can be configured, refer to Configure the Service Request Status and Configure Service Request Action Templates.

Update Dates


You can update the relevant dates, see Update Dates.

Update Cost Center and Costs


You can update the cost center to be charged and include the costs involved. See, Update Cost Center and Costs.

The Service Request type's default costs can be configured, refer to Configure Service Request Default Costs.

Update Contacts and Assignees


You can update the various contacts and assignees. See, Update Contacts and Assignees.

The service request may have default people associated to the request type, refer to Configure Service Request Default People and Authorizers.

Does the Service Request required a work order?


If your business has an integration to Accruent 360Facility and Serraview or ServiceNow and Serraview then you can create a work order. See, Update Authorization Number, BOS Project, or Work Order.

Update Authorization Number, Project, or Work Order


You can update the Authorization Number,  Project, or Work Order. See, Update Authorization Number, BOS Project, or Work Order.

Is the Service Request a request for a move?


If the service request is for a large move or a small move, you can include the details in the request.

Manage Move Requests


You can add large or small move requests. See, Manage Move Request.

Manage Attachments


This allows you to upload any number of attachments that are relevant to the service request. See, Manage Attachments.

Update Custom Fields


The Other Form Questions contain the custom fields. See, Update Other Form Questions.

Does the Service Request require approval?


If your business requires the service request to be approved, then you can send the request to the authorizer.

Add Contacts and send out FYI Emails


You can set up people from Corporate Real Estate team and the Business who need to be informed. See, Add Contacts and send out FYI Emails.

The default people can be set up in the configuration, refer to Configure Service Request Default People and Authorizers.

Add Approver and send for Approval


You can set up people from Corporate Real Estate team and the Business who are required to approve requests. See, Add Approver and send for Approval.

The default authorizers can be set up in the configuration, refer to Configure Service Request Default People and Authorizers.

Service Request Approval


As the approver of the Service Request you will be sent an email. Then from the Service Request Approval screen you can either approve or decline the service request. See, Service Request Approval.

 
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