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LOCALIZABLE PART STARTS HERE

Depending on your permissions, the New Service Request page may be the first page you see after you login. 

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Creating a Work Order

When you create a work order, you need to enter all details that help identify a problem, asset, and location. Depending on your system configuration, you may see Duplicate Warnings and/or Troubleshooting tips for some problems.

• Duplicate Warnings: Duplicate warnings alert you and help you avoid dispatching a service provider multiple times to your location for solving the same problem. See Resolving Duplicate Work Orders and Repeated Issues for more information.
• Troubleshooting Tips/Questions/Messages: Your ServiceChannel administrator may have defined troubleshooting tips for some problem types. These help with determining if you can solve the problem without dispatching the provider, and also with providing detailed information for the provider, if dispatched.

1. Click the New Service Request tab. The New Service Request page appears, with the Store Number, and your Full Name/Title auto-filled.
   

   Note
   In case your name does not auto-populate, enter your First and Last name.

   
   

2. Choose the appropriate Area, Problem Type, Asset, and Problem.
3. Review your selections carefully, and then click Next.
   

   1. For Equipment Manager clients: Choose the Asset for which you are reporting the problem. See Reporting Problems on Assets, below.

      Warning
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      At this point, the system will check if a similar problem either already has an open ticket (called a Duplicate Work Order) or was fixed within the past 30 days (called a Repeated Issue). The system will prompt you to review the existing work order before proceeding. See Resolving Duplicate Work Orders and Repeated Issues for more information.

      
      

4. Describe or troubleshoot the problem:
   

   1. To describe the problem: Enter the relevant information in the text box. Fully describe the problem so the service provider is as knowledgeable about your request as possible.

      Note
      There is a 4,000 character limit for the Description fieldThe Description is limited to 4000 characters. Should you enter more than 4,000 characters, Dashboard 2.0 displays an error on the Confirmation page, and you will not be able to submit the request until the Description is edited to no more than 4,000 characters.

      
      

   2. To troubleshoot the problem: Answer the questions to determine if the problem still persists after you tried to resolve it yourself. (See Interactive Troubleshooting Questions and Messages for more information.) Important: if you have resolved the problem, STOP HERE and click the Problem Solved button.
      
      

      Note
      Problem Solved work orders data is collected in Analytics. See About Analytics for more information.

      
      

   3. Messages and Alternate Solutions: Some problems may display a Message, detailing alternate actions to take for certain selected problems (such as displaying a person to contact or specific actions to take instead). In this case, follow the alternate solution(s). See Interactive Troubleshooting Questions and Messages for more information.

5. Click Next after either describing the problem or determining the problem still persists.
6. Review the service request for accuracy, and note the Category, Priority, Not-to-Exceed Amount, Estimated Scheduled Date/Time and Service Provider. See Reviewing Work Order Requests Before Submitting, below
7. (Where available) Choose a Label and/or a Weather Event to associate to the work order.
8. Select a file(s) to upload a picture of the requested problem (if available and applicable).
9. Click Submit Request. The confirmation page appears with the generated work order, and the work order dispatches to the service provider. See Reviewing the Confirmation Page, below.