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Creating and Editing Service Requests
When a new Service Request is created, a broadcast message appears to those users who are subscribed and belong to the department that the Service Request was created for, for example: 'A new Service Request Description has been created. Leaky Faucet. Room 125. Priority 1 Urgent.' If an existing OPEN Service Request is edited where the department association changes, then a new broadcast message is sent out to the subscribed members of that new department. The user must be logged in at the time the request is created to receive the message.
Users with appropriate permissions can view, edit, or create Service Requests. Select Miscellaneous > Service Requests. The Service Request screen shows all open requests in the property.
Active service requests attached to the profile or room are displayed before closed service requests. For example, 1. Open for guest, 2. Open for room, 3. Closed for guest, 4. Closed for room. Creating a new request from this screen provides the ability to associate it with a reservation, a profile, and/or a room.
The Service Request screen can be accessed from several other places within the application:
Code. The Service Request code.
Status. The status of the Service Request: Open (default), Pending Follow Up, Closed. Active Service Requests are displayed before closed Service Requests.
Department. The department that is associated with the Service Request code.
Priority. The priority level.
Opened From / To. The date range that the Service Request was opened.
Closed From / To. The date range that the Service Request was closed.
Reservation. The reservation number.
Profile. The guest profile.
Room. The room number.
Note: Columns in this grid can be sorted by clicking the column header and choosing the desired sort option.
To create a new Service Request, select the New button. The Service Request - New screen appears. Select the Code, which populates the Department from the configured codes. Enter the Priority and Remarks. In the Attach section, associate the Service Request with a Room, a Reservation, and/or a Profile, if desired. To track a property level Request, on the Service Request - New screen, leave the Attach section blank. Select a new Date and Time, if other than the current default date and time is required. The time on the Service Request and the time that is recorded in the User Activity Log (the system time) are different. When finished, click the OK button.
To edit a Service Request, select one and then click the Edit button. The Service Request - Edit screen appears. When finished editing, click the Complete button. The Completion section appears. Enter the Guaranteed By and Action Taken. For the Contact Method, pick from a list of values: In-Person/Telephone, In-Room Message, Email, Voicemail, or Other. Additional values can be configured in the Configuration > Setup > Screen Design > List of Values Maintenance > LOV Value Maintenance menu option.
When the OK button is clicked, the Service Request transitions from an OPEN status to PENDING FOLLOW UP.
When the follow up has been completed, click the Follow Up button. The Closure section appears. Enter the follow up Date/Time, Action Taken, and Followed Up By. When the OK button is selected, the Service Request transitions from a PENDING FOLLOW UP status to CLOSED.
A Service Request lamp appears on several screens throughout OPERA to alert users of Open or Pending Follow Up Service Requests:
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Creating and Editing a Service Request
