Summary

The Service Request window (UB> Service Requests> Input) is used to create, view and close service requests. The window can display open, closed and committed service requests.

Click the ADD button in the Service Request data grid header to launch the Service Request Input Wizard. If there is a default device type attached to the service request code (UB> Maintenance> Service Request Code> Select a service request code> Default Type field) selected on the Service Request Input Wizard and that device type is attached to the UB customer account, the device will be automatically attached to the service request code. If there are default service request codes set up on device types (UB> Maintenance> Device Type> General tab> Default Change - out, Default Remove, Default Add fields) those service request codes will not be used when creating service requests from this window. Default service request codes set up on device types will only affect service requests created from the Account Master Maintenance window (UB> Maintenance> Account> Service Requests tab).

Highlight a service request and click the Close button in the data grid header to close a service request. This will populate the close date on the service request with the current date. After a service request has been closed, you can commit the service request using the Commit window (UB> Service Requests> Commit).

Service requests can be printed from the Service Request Input Wizard as the service request is input, or it can be printed from the Service Requests window (UB> Service Requests> Service Requests).

Step by Step

1     Open the Service Requests Input window (UB> Service Requests> Input).

2     Filter the displayed service requests.

• Use the Search Criteria section to filter the service requests that display in the window.
• The Request Code field is used to filter the service requests that display in the window by the service request code attached to the service request.
  • Click the toggle next to the field title to select or deselect all the displayed requests codes. All request codes will be selected by default.
• The Alert Codes field is used to highlight service requests for UB customer accounts that are attached to a selected comment code. Comment codes are created and maintained in the Comment Status Maintenance window (UB> Maintenance> Comment Status), and are attached to customer accounts on the Account Master Maintenance window (UB> Maintenance> Account). All of the service requests attached to customer accounts with the selected comment status will display in red. If the comment has been closed on the UB customer account, the service request will not be highlighted. For example, if you would like to highlight service requests on UB customer accounts with a past due alert, select the past due comment status in the Alert Codes field. All service requests attached to customer accounts with that comment code open on their account will display in red.
  • The Alert Codes field will display all comment statuses, not just comments that are set up as account or receipt alerts (UB> Maintenance> Comment Status> Account Alert and Receipt Alert toggle).
  • If there is a date in the Closed Date field on the Account Master Maintenance window (UB> Maintenance> Account> Comments tab> Comments section), the comment is considered closed. You do not have to change a comment to the Closed comment status code to close the comment.
• The Assigned To field is used to filter the displayed service requests by the Springbrook user the service requests are assigned to. Enter a user or click the Search button   in the field to select a user from a list.
  • Springbrook user accounts are created and maintained on the User Maintenance window (SS> Security> User).
• The Status drop-down menu is used to filter the service requests that display in the window by the status.
  • Select All to display all service requests in the window.
  • Select Active to display service requests with an active status in the window.
  • Select Cancel to display canceled service requests with a canceled status in the window.
  • Select Closed to display service requests with a closed status. Service requests that have been closed and committed will not display in the window unless you check the Include Committed toggle below.
  • Select Void to display service requests with a void status in the window.
• The Account Number field is used to filter the service requests that display on the window by the UB account they are attached to. Enter an account number or click the Search button in the field to select an account from a list.
• The Street Number field is used to filter the service requests that display on the window by the street number associated with the lot. Enter a street number or click the field label to launch the Lot Selection window.
  • The Street Directional and Street Name fields are used to filter the service requests by additional street details.
• The External Source field is used to filter the service requests that display in the window by where the service requests originated.
• Check the Include Committed toggle to include committed service requests in the window.
  • This toggle will only be enabled if Closed is selected from the Status drop-down menu because a service request must be closed before it can be committed.
• Click the Search button to filter the service requests in the window.

3     Select a service request.

• Once the data grid has populated with the filtered service requests, use the button in the data grid header.
• Click CREATE SERVICE REQUEST to launch the Service Request Input Wizard.
• Select a service request and click EDIT to open the selected service request.
• Select a service request and click DELETE to delete the selected service request. You can delete service requests of any status, including closed and committed service requests.
  • Deleted service requests will be removed from the UB customer account (UB> Maintenance> Account> Service Request tab).
  • If there are meter readings on the deleted service request, the meter readings will not post to the devices. If the service request has already been committed, the meter readings on the service request have already been posted to the devices and will not be removed from the device when the service request is deleted.
• Select a service request and click CLOSE SERV REQUEST to close a service request. A service request must be closed before it can be committed using the Commit window (UB> Service Requests> Commit).
• Select a service request and click ASSIGN USER or UNASSIGN USER to assign or unassign a Springbrook user to the selected service request.
• Click the vertical ellipsis icon to display the grid, grouping, export, and print options.
  • The printed service request will include the Service Request Number, Account Number, Account Status, Name, Address and Phone of the attached customer, Service Request Date and Service Request Description.
  • Printed service requests will display as “<Request Code> - <Request #>” line items in the Jobs Viewer.