Service Request Resolutions

Agents and technicians resolve service requests by:

• Completing a service request, which automatically generates an email notifying the requester that a simple service request was resolved.

  When the agent or technician changes the status to complete and saves the service request, the system sends an email to the requester indicating the completion of the service request and its closing in a specified number of days. If not satisfied with the results, the requester may reopen the service request. The email to the requester contains a link to the Service Request Update page.

• Canceling a service request, which automatically generates an email notifying the original requester of the cancellation.

  The requester has no recourse for the cancellation of a service request other than opening a new service request or asking the agent to open a new service request.

• Creating a work order for a service request that cannot be easily resolved.

  This generates a new work order number and copies it back to the service request. The agent can make changes to the work order or make changes to the service request to update the work order. In the latter case, the work order is updated with changes made to the service request based on the following rules:

  • If the work order status is identified as the Initial Status in the Work Order Status Setup page, if you change contact information, request type, problem summary and detail, and asset information in the service request, the system updates this information on the work order.

  • If the work order status is anything other than Initial, only a change in the contact information on the service request is updated in the work order.

    Note:

    Contact information includes only the contact method and alternate email address or phone. Agents and technicians cannot change the Requested For field once a work order is created. They cannot change the Requested By field in the service request once service request is submitted.

• Associating multiple, related service requests with a single work order.

  The requestor can use the Service Request Inbox or the Agent Service Request to establish a relationship between multiple service requests and a single work order. Once the work order is complete, all associated service requests have their status set to ‘Completed.’ You can also implement email alerts so that all requestors are notified of the completion. The many-to-one relationship can help improve maintenance planning and scheduling, and reduce overall asset downtime by addressing multiple service requests at once.

  See the Associate to Existing WO (Work Order) Page.

• Canceling a work order.

  An agent or technician may cancel a work order created from a service request if the work order status is set to Initial. However, if the work order status is set to a status other than Initial and the work order's status allows a transition to Canceled, then when the service request agent or technician selects the Cancel Work Order button in the Service Request, the system sends an email to the assigned planner or technician requesting the cancellation of the work order. The planner or technician can decide to cancel or not cancel the work order. The system notifies the agent if the work order was canceled, which automatically cancels the service request. A notification is also sent to the requester that the service request was canceled.

• Completing a work order.

  The system notifies the requester that the work order is complete and that the service request will be closed automatically based on the number of days specified in the service request business unit. The system notifies the requester that if the work is unsatisfactory, the requester may click on the URL in the email and access the Update Service Request page and reopen the service request.

All PeopleSoft Maintenance Management users, excluding the original service request requester, can view the audit history of a service request.