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While entering a service request, if you select Verify Request, then the customer and contact name you enter must exist in the shared customer and contact master. If you have not defined the customer yet (for example, you sell to a distributor who in turn sells to the end customer), then you can select Do Not Verify Request and enter a new customer name and address. Later, after you add the new customer name and address to the customer master, you can change the service request to Verify Request. Optionally, you can use the Customers window to add new customer information to the customer master. You can then continue to log the service request in verified mode.

You can track service requests from customers as well as those from employees in your organization. Employee requests are verified records that include the employee's name and employee number from the employee master.