A service request is used to report a service or a fault on an object that is linked to a customer. In the Service Request, it is also possible to find out if the customer has a service contract and if the object has any customer or supplier warranties connected to it. You can find descriptions of previous work performed on the object, i.e., historical work orders, technical documentation, work descriptions, and catalogue of material from the Service Request as well. The service request scheduling tools provide a continuous overview of workload in the organization for employees and maintenance organizations. Daily scheduling is done in a comprehensible graphical environment called Gantt, which offers a high degree of flexibility for fast and efficient re-scheduling. The system makes it easy to identify available resources with regards to employee's work schedules and skills profiles. From the Service Request (web solution), it is possible to send an SMS message. This is a useful way to keep in contact with a technician that is working on field. The technician receives a message on the cellular telephone on which work needs to be done.
When the service request is reported, there are several ways to continue from here. You can either choose the Prepare Work Order operation where the work on the work order will be prepared further, or you can choose to prepare or create a quotation to send to the customer. When the service request has been carried out, this forms the basis for reporting and invoicing. The report can include information on changes in the installation, work done, and entered test measurements. Invoicing is based on time, use of spare parts, purchases, and costs related to the assignment. The service request is used in IFS/Service Management.
When you sell an object to a customer, it is also possible to sell the installation of the object. In this case, the service request will be created from the Customer Order where you can connect the service request either to the whole customer order or to each customer order row. By doing this, you will gather all the information on the sale, the delivery, and the installation of the object. The result is an optimized workflow, with maximum use of resources.
When you want to create a service request on an object within the company but do not have an accessible object ID, you can create this without the object ID. Thus you have to give a detailed description of the object, and with this information, a service request can be created. When later preparing the service request, you can then add the object ID.
If you are performing internal maintenance, i.e., there is neither an external customer nor a service contract connected to the work order, use the Fault Report instead. The fault report is used in IFS/Maintenance.