Create Request

Explanation

Use this activity to create a Request for a Service.

When a customer has a need for a service, you as the contact agent for the customer and working with the service provider, can create a Request to allow the service provider organization to start working to fulfill the customer requirement.

When creating a Request, you can specify the Customer, enter the caller who is the contact person for the customer on this Request, and add a Description about the details of the requirement. If the caller is not already in the system when the Request is being created, then a new customer contact can be added to the Request.

You can then select a pre-defined Service that will fulfill the customer requirement and further select the Service Organization that will provide the required Service. If required, you can specify which Service Delivery Unit is responsible for the execution of the service work. You can also specify the Location where the Service is required as well as enter some information relating to how the Request should be classified in terms of its Priority, Severity, and Importance. If the caller is not certain of the customer information in your system you can also start by selecting the address where the service needs to be provided. If required, "New Location" toggle can be enabled to create a new location in the system. Additionally, users have the option to define a One - Off address as well. it's important to note that if a One-Off address is used to initiate the request, it will not be possible to create "To Service Location" tasks.

If customer’s equipment with the service need is known, you can specify the Reported Item (Model or Object) details as well (if there is a location connected to an Object, it will be automatically fetched to the Location and Address fields while having the possibility to override) and select any active Contracts that are covering that equipment. When an object is selected and has applicable customer/supplier warranty types, one supplier and one customer warranty will be automatically applied. If there are multiple customer or supplier warranty types, the warranty type with the closest expiry date will be picked.

Enabling the Show All Objects toggle on the Request page under the Reported Item field displays all objects without party filtration. Disabling the toggle shows only objects connected to the parties.

Based on Customer's choice, Urgency can be defined for the Request. This will affect on SLA and pricing.

Media items such as text files or images can also be attached to the Request during the request creation process.

If a request is created through a project, the project information (Project, Sub Project, and Activity) is inherited by the New Request assistant. After the request is created, the project information is inherited to the scope and its associated request work tasks. The user can change/disconnect it manually.

When a piece of equipment is sold to a customer with installation included in the sale, a shipment is created from the Customer Order to deliver the equipment, and a Request is generated to handle the installation. Once the installation is completed, the technician reports the time and material used, and an invoice is raised for the Request, similar to any other Work Order. However, the Sales Lines remain linked to the Customer Order, ensuring that the customer receives a single invoice covering the full delivery, including the Equipment and the installation. This Request can be initiated from the Customer Order Page > Related Pages > New Request.

Prerequisites

• Customer should be defined in the Customer page.
• If needed, caller details can be defined as a Customer Contact.
• The Service should be defined using the New Service assistant.
• The Service Organization needs to be connected to the Service in the Service Catalog.
• A User Access Group should be defined on the Service Organization page.
• If needed, Service Delivery Unit should be defined for Service Organization.
• If needed, User Access Groups can be defined for the Service Delivery Units on the Service Organization page.
• If needed, the Reported Item (Model or Object) should be defined:
  • Object should be defined in the Service Object page. It can either be connected to a customer as a Party in the Parties tab or remain unconnected.
  • Model should be defined in the Model page.
• If needed, a Request Contract should be defined with a Contract Line with a Price Rule, that covers the specified Reported Item.
• If needed, Urgency should be defined in Urgencies page, and connected to the Contract or Service.
• If needed, Supplier Warranty and Customer Warranty should be defined in the Service Object Page. The supplier/customer warranty should be Active and within the validity period. Additionally, the supplier warranty should have a supplier registered as a customer.
• If needed, Sales Part, Ignore Dependency in Execution, Allow Multiple Visits, Allow Clock in Automatically, and Allow Tool/Equipment Self Check Out can be configured on the Service Organization page.

System Effects

• A Request for a Service will be created.
• A Request Scope is created with the service and equipment added.
• Work Tasks are created based on the standard tasks defined in the service in Service Catalog. The work tasks will inherit the Priority value of the Request if one is set upon creation. The scheduling dataset will be fetched from the service delivery unit or the service organization if one is available, with priority to the service delivery unit.
• Urgency will be saved in Request Scope and Request, if added.
• Supplier Warranty and Customer Warranty will be automatically applied if available on the selected object.
• SLA Commitments are created based on the applied SLA template.
• Price Rule and Price Rule lines are saved on Request Scope.
• Contact is added to the Request.
• Location and Address is saved on Request.
• Owner is added to the Request, defined by the ID of the User who created the Request where that user is active and connected to the Request's Service Organization.
• If a Service Object is connected to the scope, and if a person demand is defined, the skills and competencies in the object will be copied to the work tasks as additional qualifications.

Pages

New Request
Request

Activity Diagrams

Create New Request
Request Initiation, Mobile