Summary

Service requests allow you to track the services performed on customer accounts such as meter change outs, meter readings and adding or removing a device on a customer account.

• Create service request codes.
• Create service requests using the Service Request Input Wizard.
  • The Service Request Input Wizard can be run from a customer account (UB> Maintenance> Account> Service Request tab), the Service Request palette (UB> Service Requests> Input), or from the New Account Wizard (UB> Maintenance> Account> Add a New Account).
• Close and commit service requests after the work has been performed.
• If the service request is billable, generate the charges for the service request on the Bill Service Requests window (UB> Adjustments and Fees> Bill Service Requests).

Service Request Codes

Before you can create a service request, you must set up service request codes (UB> Maintenance> Service Request Code). Service request codes act as templates when service requests are created because they define what type of service is being performed (device reading, new device, new account, device change out, etc.) and if the service request is billable (some organizations bill for services such as the installation of a new device).

Create a Service Request

After the service request codes have been set up, you can create service requests using the Service Request Input Wizard. The Service Request Input Wizard will guide you through the steps needed to create a service request and can be run from the Service Requests window (UB> Service Requests> Input) or from the Devices tab of the Account Maintenance window (UB> Maintenance> Account> Devices tab). Where the Service Request Input Wizard is opened affects its functionality.

If you open the Service Request Input Wizard from the Account Master Maintenance window, the default service request codes set up on the device types (UB> Maintenance> Device Type> General tab> Default Change-out, Default Remove, Default Add fields) will apply to the service request being created. 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 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 you are not required to add default service request codes to device types.

If the Service Request Input Wizard is opened from the Service Request window (UB> Service Request> Input) the default service request codes set up on the device types will not apply.

When the service request code is attached to the service request on the Service Request Input Wizard, the information from the service request code will populate on the service request as default information but that information can be modified. For example, if you are creating a billable service request, you can change the amount of the billing. You can also change the type of service being performed by the service request. For example, if you select an Add Device service request code but you do not add a device to the service request, the request will be processed like a Show Device service request. This means that no device will be added to the UB customer account.

When creating service request codes in the Service Request Code Maintenance window (UB> Maintenance> Service Request Code) you have the option of adding default device types to the service request code. If the default device type on the service request code is attached to the customer account when the service request is being created, the device type will be automatically selected in the Service Request Input Wizard. This is used when a certain service request code is generally performed on a certain device type. For example, you can create a remove device service request code that selects a specific water meter on the customer account. If the device type is not attached to the customer account no device type will be automatically selected on the service request.

The default device types on the service request codes are only default values. If the default device type is attached to the customer account but the service request should be performed on a different device on the account, you will be able to select the other device type. Default device types attached to service request codes do not work with add device service request codes. You cannot add a device type to the add device service request code and have it populate on the customer account when the service request is created.

Service Request numbering system

Service requests are assigned a unique service request number when they are generated. 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.

Statuses of Service Requests

Service requests have five statuses: Active, Cancel, Closed, New, and Void.

A service request is in Active status until the work has been completed. For example, when a service request is created, it will default to Active status. When the service has been performed on the account a user can change the status of the service request to closed to record that the work has been completed. The service request can be closed from either the Account Maintenance window (UB> Maintenance> Account> Service Requests tab) or the Service Requests window (UB> Service Requests> Input> Close Request icon).

A service request in Cancel status has been canceled, but can still be edited and reported on.

When a service request has a Closed status, it can still be modified by users. For example, if an incorrect meter reading was entered on a closed service request, you can open the service request and modify the information on it as long as it has not been committed (UB> Service Requests> Commit).

After the service request has been closed, the service request can be committed. Any meter readings entered on a service request will not post to the UB customer account attached to the lot until the service request has been committed. Service requests are committed using the Commit window (UB> Service Requests> Commit). Only closed status service requests will display in the Commit window.

Service requests will be automatically set to New status when they are generated by a citizen through CivicPay Online. Agencies can also incorporate the New status in their own workflows as they see fit.

The Void status is most frequently used when a service request was mistakenly created. Voided service requests can still be edited and reported on.

If you are processing a billable service request, after it has been committed in the Commit window (UB> Service Requests> Commit), the service request should be run through the Bill Service Requests window (UB> Adjustments and Fees> Bill Service) to bill the customer for the service request.

Print the Service Request

After a service request has been created in the Service Request Input Wizard you can print a service request form so the technician has a written record of the service that should be performed on the customer account. The service request form will display the customer and service address information as well as the device information if there is a device attached to the service request.

The service request form can be generated during the last step of the Service Request Input Wizard, from the service request input window (UB> Service Requests> Input), or from the service request print window (UB> Service Requests> Service Requests). If you print the service request forms from the service request print window you will be able to print a service request form for multiple service requests based on several filters.

Door Hangers

The Door Hangers Report (UB> Service Requests> Door Hangers) is used to generate door hangers for all of the service requests of a selected date range. The date range used to filter the Door Hanger Report is the service request date, which is generally the date the work will be performed on the service address. Only Active status service requests will display on the door hangers report. Closed or committed service requests will not display on the report because service requests are generally changed to a closed status after the work is complete.

Proof List

The Service Request Proof List is used to view a filtered list of service requests. It will display active and/or closed status service requests filtered by request date, service date, billing cycle and service request code. If closed status service requests are included on the report, both committed and uncommitted service requests will display on the report.

Commit a Service Request

After a service request has been closed from either the service request input window (UB> Service Requests> Input) or manually using the Service Request Input Wizard, the service request should be committed so the meter readings attached to the service request will post to the customer account. Meter readings on active or closed status service requests will not display on the device or the customer account until the service request has been committed. Service requests must have a closed status before they are committed. After the service request has been closed, it can be committed (UB> Service Requests> Commit).

Billable Service Requests

Billable service requests are set up by adding a fee code to the service request code. The billable service request is processed like a normal service request, but charges can be generated on the Bill Service Requests window (UB> Adjustments and Fees> Bill Service Requests) after the service request has been committed (UB> Service Request> Commit). The charge for the service request will not display on the customer account until the charges have been generated using the Bill Service Requests feature. The generated charges will display on the billing statement the next time statements are generated (UB> New Billing).