Summary

A Change-out Device service request is used to replace a device or multiple devices from a UB customer account. For example, if a water meter on an account has broken and needs to be replaced, create a change-out device service request to remove the original device from the account and replace it with a new device. If the removed device is a meter, the final reading on the removed meter will be entered on the service request.

All service requests are created using the Service Request Input Wizard. The Service Request Input Wizard can be launched from the Service Requests tab on the Account Master Maintenance window (UB> Maintenance> Account> Service Requests tab), the Devices tab of the Account Master Maintenance window (Create  , Delete   or Change Out icon  ), and from the service request Input window (UB> Service Requests> Input> Create icon).

A change-out device service request is created using a Change-Out Device service request code. Service request codes are created and maintained using the Service Request Code Maintenance window (UB> Maintenance> Service Request Code). A service request code is set up as a change-out device service request by selecting Change-out Device in the Service Type drop-down menu on the Service Request Code Maintenance window.

When the Change-out service request is created and has an Active status, the device being removed from the account will not be affected until the service has been committed (UB> Service Requests> Commit). The devices being added to the account will have a pending connection status (UB> Maintenance> Account> Devices tab). The install date on the devices being added to the account will be the service date (Service Request Input Wizard> Request Date field) on the service request. You will be able to view the device record on the Device Maintenance window (UB> Maintenance> Device), but you will not be able to modify the device.

If the service request is deleted before it is committed, the device being added to the account will be deleted from the account. Any meter readings on the device will be deleted.

After the service request has been created, the final step of the Service Request Input Wizard allows you to print a copy of the service request (Print Request on Save toggle). The printed version of the service request can be handed to a service technician to give them a record of the service address, the customer information, and the work that should be completed on the customer account. You can also print out multiple service requests at one time using the Service Requests Report (UB> Service Requests> Service Requests). The Service Requests Report allows you to print multiple service requests by criteria such as request date or service date.

Once the service request is closed and committed (UB> Service Request> Commit), the devices on the service request will change to an active status on the account and the initial meter readings on those devices will display on the Device tab of the Account Master Maintenance window. The device being removed on the account will change to a Removed connection status (UB> Maintenance> Account> Device tab> Status), and the Inventory status of the device will change to Testing (UB> Maintenance> Device> Device tab> Devices section> Inventory Status drop-down). The meter readings entered on the removed meter during the Meter Change-out service request will also be posted to the removed device when the service request is committed.

If the commit step could result in deleting any new meter readings, such as a meter change-out service request, the system will check the Retain New Reads on Import toggle status on the related device type. If this toggle is checked, the new meter readings are retained in the meter history.

When the Service Request Input Wizard is launched from the Devices tab of the Account Master Maintenance window (UB> Maintenance> Account> Devices tab), the default service request code attached to the Device Type Maintenance window (UB> Maintenance> Device Type> Device tab> Default Change-Out field) may populate on the Service Request Input Wizard. Service request codes can be attached to device types so that when a specific type of service request (add, remove, change-out) is performed on a certain device type, the service request will populate with a default service request code. For example, if all water meter devices should be removed with a certain remove device service request code, you can attach that service request code to all water meter device types. When a user clicks on the Remove icon on the Devices tab of the Account Master Maintenance window (UB> Maintenance> Account> Devices tab), the default remove device service request code attached to the device type will populate on the Service Request Input Wizard. This is an optional feature, so there may not be default service request codes set up on the device types.

Step by Step

1     Open the Service Request Input wizard (UB> Service Requests> Input> Create icon). 

• You can also create a service request from the Account Maintenance window (UB> Maintenance> Account> Service Requests tab> Create icon).

2     Enter the customer and service request information. 

• The Request Number field will only display a service request number when you open an existing service request. This field will not be enabled.
  • The service request number is made of three parts: request number, request month, and request year and is similar to the batch numbering system. The request number increments with each service request generated and identifies a unique service request within a specific request month and request year. The request month and request year portions of the service request number will populate with the month and year the service request was generated. Changing the request date on the service request will not affect the service request number assigned to the service request.
• Enter a customer number and sequence number in the Account Number field or press F1 while the cursor is in the field to select a customer account from a list.
  • You may also locate a customer account number by clicking the Account Number field label.
  • If you have launched the Service Request Input Wizard from the Account Master Maintenance window (UB> Maintenance> Account> Service Requests tab> Create icon  ), the Account Number and Service Address fields will populate with the information of the customer account the wizard was launched from.
• The Service Address field is used to select the service address of the service request. The service will be performed on this lot. If you have already selected a UB customer account in the Account Number field, the lot attached to the selected UB customer account will populate in the Service Address field.
• The Request Code field is used to select the service request code that will be used to create the service request. This field might be populated if the Service Request Input Wizard was launched from the Devices tab of the Account Maintenance window.
  • Press F1 in the Request Code field to select a service request code from a list. This will open the Service Request Code Selection window.
  • Select a change-out device type service request code.
  • If you would like to view the information attached to the service request codes, hover the mouse over the right border of the Service Request Code Selection window. When the border becomes highlighted, left click on the border to display the Maintenance section of the window. The Maintenance section will display all of the information associated with the highlighted service request code.
    • A Change-Out Device service request code will have Change-out Device selected in the Service Type drop-down menu.
  • Service request codes are set up in UB> Maintenance> Service Request Code.
  • If there is a default device type attached to the selected service request code, that device will automatically be selected if it is attached to the customer account. For example, if a specific water meter device type is attached to the service request code, that device water meter will be selected if it is attached to the customer account. This allows you to reduce data entry if a service request code is generally performed on a certain device type.
• Modify the service Request Date field if it is different from the current date.
  • If you print Door Hangers (UB> Service Requests> Door Hangers), the door hangers that display on the report is filtered by the value entered in the Request Date field.
• The Charge field is used to set the billable amount on billable service requests (service requests that result in a billable charge). The Charge field will populate with a value if the service request code selected in the Request Code field is set up as a billable service request.
  • The Charge field will default to the flat amount attached to the fee code on the service request code. Modify the amount in this field, or change the amount to zero to eliminate the charge on the service.
    • If you change the Charge field to zero, the charge on the service request will be zeroed out. When charges are generated on billable service requests (UB> Cash Receipts> Bill Service Requests), the zero amount service request will still display in the Bill Service Requests window but no charges will be generated on the account.
  • A service request code is set up as billable if there is a fee code attached to it on the Service Request Code Maintenance window (UB> Maintenance> Service Request Code> Fee Code field).
  • The billable service request will not generate a charge on the customer account until the service request is processed in the Bill Service Requests window (UB> Adjustments and Fees> Bill Service Requests).
• The Status field is used to define the status of the service request. The Status field will default to Active. The device being installed on the customer account will display on the Devices tab of the UB customer account even when the service request has an Active status (UB> Maintenance> Account> Devices tab). The device will not be installed on the customer account until the service request has been closed and committed.
  • Change the status of the service request to Cancel if the service request has been canceled.
    • Canceled service requests can still be edited and reported on.
  • Change the status of the service request to Closed if the service has already been performed and you would like to be able to commit the service request. Only closed service requests can be committed (UB> Service Requests> Commit).
    • Changing the status of the service request to Closed will populate the Close Date field with the current date.
    • If the service request code selected in the Request Code field is set up as an auto-commit service request code (UB> Maintenance> Service Request Code> Auto-Commit toggle), the service request will be committed when the Service Request Input Wizard is complete.
  • Change the status of the service request to New if your organization uses that service request status in your workflow.
    • Service requests are automatically set to New status when they are generated by a citizen through CivicPay Online.
  • Change the status of the service request to Void if the service request was mistakenly created.
    • Voided service requests can still be edited and reported on.
• The Service Date is the date that the service will be performed on the customer account.
  • The service date will be used as the install date of the device when the new device is installed on the customer account.
• The Close Date is the date that the service request is changed to a Closed status. This field will populate with the current date when the status of the service request code is changed to Closed.
• The User Name field defaults to the Springbrook application user account you are logged in with.
• The WO Number field will only display a work order number if the Service Request Wizard is launched from the Work Order Maintenance window (WO> Work Orders> Work Orders> Service Requests tab> UB Service Request icon). 
  • If the Request Code selected above is associated with a recurring estimate, a work order will be generated when the Service Request Wizard is completed.
    • Once the service request is generated, the WO Number field will display the work order generated by the attached recurring estimate.
  • By associating a service request with a recurring estimate, you can automatically create a new work order to address the needs of the service request. For example, your organization may need to create a work order to dispatch a technician every time a water meter needs to be changed. In order to automate the work order creation, you would follow these steps:
    • Create a recurring estimate that includes the labor, equipment, material and service expenses that are associated with the meter changeout. Recurring estimates are created and maintained on the Recurring Estimate Maintenance window (WO> Recurring Estimates> Recurring Estimates).
    • Attach that recurring estimate to the Service Request Code that identifies the service request as a meter changeout.
    • When this service request is created and committed using that service request code, a new work order will be automatically created to dispatch the technician.
• The Assigned To field is used to assign a Springbrook user to the service request.
• The Service Request Description field is used to enter a description of the type service that will be performed. For example, “Remove the water meter on the account”. The Service Request Description field will populate with the description of the service request code, but you can add to or modify the text in the field.
  • The Description of the service request code is set up on the Service Request Code Maintenance window (UB> Maintenance> Service Request Code> Description field).
  • The service request description will display on the printed version of the service request in the Request Description field (UB> Service Request> Service Requests).
  • If the service request was generated by a citizen through CivicPay Online, the field label will be displayed in bold and read "Service Request Description - PUBLIC RECORD". Please be aware that any edits to the service request description on a service request generated through CPO will be visible to the public.
• The Service Performed Description field is used to enter notes on the work that was completed on the service request.
  • The service performed description will display in the Service Description field on the printed version of the service request (UB> Service Request> Service Requests).
• Click the Save button drop-down menu and select Save and Close or Save and Print at any stage of the Service Request Wizard to save the service request.
• Click the Next button or press ENTER to move to the next step.

3     Select the devices you would like to replace.

• Check the Select toggle of each device you would like to replace on the account.
  • You can replace more than one device on a single service request.
  • The Device ID column will display the meter route, sequence number, and serial number of the meter in the following format: route, sequence, and serial.
  • You cannot use the Delete Device button to remove devices installed on the account. The Delete Device button is only used when creating an add device service request.
• The information of the device that will be added to the account will be set up on a later step.
• Click the Next button or press ENTER when complete.

4     Enter the meter reading of the devices you are removing from the account.

• The Service Request Input Wizard will display the meter information of the devices that are being removed from the customer account. Enter a meter reading on the devices that will be replaced on the account. A separate window will open for each device that will be replaced on the account.
  • By default, the Read Date field will default to the current date.
• The Reading Description field is used to enter a description of the meter reading. This field will display on the Meter History sub-tab for each reading on the Devices tab of the Account Master Maintenance window (UB> Maintenance> Account> Devices tab> Meter History sub-tab> Description column).
  • This is an optional field.
• The Reader Information field is used to enter information about the meter. This information is entered on the meter, not the meter reading.
  • This is an optional field.
• The Read Date field is the read date of the meter reading entered into the Reading field. This field will default to the Read Date field.
• The Read Period/Year fields are used to enter the meter read period and meter read year of the meter reading entered in the Reading field.
  • If you bill meter readings be meter read period (UB> Utilities> Setup> Billing tab> Meter Reads To Bill drop-down> Period select).
• The Prior Reading field will display the last reading recorded on the meter.
• Enter the final reading on the device in the Reading field.
• Click the Next button or press ENTER when complete.

5     Enter the device information of the devices you are attaching to the account.

• The device type will default to the device type that is being removed from the customer account. Modify the information if it does not apply.
  • The device type will not default to the default device type (UB> Maintenance> Device Type> Default toggle).
• Click on the Manufacturer or Model Number field to select a device type from a list. Both of the field labels will open the same window.
• Click the Route Number and Sequence Number fields will populate with the same information as the device being changed-out.
• Click the Serial Number field label to select a specific device from a list or enter the serial number of the device being installed.
  • You cannot attach a meter than is already installed on a customer account. Installed meters will have a connection status of Active.
• Enter a Register ID or MXU ID if the device is a meter.
  • MXU Identification numbers are entered on radio read meters.
  • Register Identification numbers are entered on touch read meters.
• The Reading Description field is used to enter a description of the meter reading. This field will display on the Meter History sub-tab for each reading on the Devices tab of the Account Maintenance window (UB> Maintenance> Account> Devices tab> Meter History sub-tab> Description column).
  • This is an optional field.
• The Reader Information field is used to enter information about the meter. This information is entered on the meter, not the meter reading.
  • This is an optional field.
• The Read Date field is the read date of the meter reading entered into the Reading field. This field will default to the Read Date field.
• The Read Period/Year fields are used to enter the meter read period and meter read year of the meter reading entered in the Reading field. These fields are important if the you bill by meter read period and you are entering consumption on the initial meter reading (a value greater than zero in the Consumption field).
  • Depending on how the UB module is set up, you may bill readings based on the meter read period and year (UB> Utilities> Setup> Billing tab> Meter Reads To Bill field> Period). If there is consumption on the initial meter reading (entering a value greater than zero in the Consumption field) and you bill by meter read period, make sure to enter a meter read period that has not been billed. If the meter read period has already been billed, the consumption entered in the Consumption field will never be included in a billing.
• The Prior Reading field will display the last reading recorded on the meter. If the meter was installed on a previous account, the final reading on that account will display in this field.
• If the device you are adding to the account is a meter, enter an initial meter reading in the Reading field.
  • The initial reading is used to enter the current reading on the meter so the customer is not charged for consumption previously recorded on the meter. For example, if the meter is installed with a reading of 1000, if you do not enter the initial reading the customer will be charged the 1000 units of consumption.
  • The Prior Reading field displays the last reading on the meter. If the meter was installed on a previous account, the final reading on that account will display in this field.
  • If the initial meter reading equals the prior reading, no consumption will be included on the initial meter reading.
  • If the Prior Reading and initial reading are not the same, but the customer should not be charged for any consumption on the new meter, enter the initial reading in the Reading field and then change the Consumption field to zero.  The customer will not be charged any consumption on the initial read.
  • No consumption amount will be associated with the initial reading on the device. When the next reading is made, the consumption on the billing will be the new reading minus the initial reading.
• Click the Next button or press ENTER to continue.

6     Complete the Service Request Input Wizard.

• The Final Account Information step will display after the meter reads have been entered on the devices being replaced on the account and the device information has been entered on the devices that will be attached to the account.
• The fields in the Final Account Information step will only be enabled if you are creating a final account service request.
• Click the Finish button or press ENTER to complete the change-out service request.
• The service request has been completed. Change the status of the service request to Closed when the service is complete, and then commit the service request to remove the device from the customer account.
• After the service request has been created, the device being added to the account will display on the account (UB> Maintenance> Account> Devices tab) but it will be attached to the account with a Pending connection status. The initial meter reading on the device entered on the service request will not display on the Devices tab until the service request has been closed and committed.
• Once the service request is committed (UB> Service Requests> Commit), the device will be removed from the customer account, and the new device will be added.
  • The device being added to the account will now have an Active connection status and the initial meter readings on the device will display on the customer account (UB> Maintenance> Account> Devices tab).
  • You will still be able to view the removed device from the Account Maintenance window (UB> Maintenance> Account> Devices tab), but the device will have a Removed connection status.
  • The Inventory Status of the removed device will change to Testing (UB> Maintenance> Device> Device tab> Device section> Inventory Status drop-down). Devices with a Testing inventory status can still be attached to customer accounts using an Add Device service request code.