Use a service request to report, for example, a device fault or work that needs to be done. Select the correct service request type and link the request to the correct device, or Spot, so that the person handling it has the necessary information.

Before you start

Your company's service request feature must be enabled. To create a new request, you need an active service request type and permission to create requests of that type. On mobile, the type must also be enabled for the mobile app. A type available in the browser may therefore not be selectable on Android or iOS.

The type determines the additional fields, whether a Spot is required, and any default responsible workers. Permission to create a request does not in itself guarantee permission to view or handle the saved request. If a suitable type is missing, ask your administrator to check the settings and your role. See service request visibility and permissions.

What information is needed?

Title is required. A good title identifies the issue, for example, “Pump stops after starting”. The maximum title length is 512 characters. iOS requires at least two characters.

Description is optional and can contain up to 4,096 characters. Explain what you observed, when the problem occurs, and how it affects the use of the device. A photo supplements the description when it shows the fault.

Select the correct Spot. It is required if the type's settings require it. Otherwise, you can create a request without a Spot, but a report about a device should be linked to that device. Also complete the type's required additional fields; a description alone does not replace them.

Priority is medium by default. On mobile, the options are Low, Medium and High. In the browser, the corresponding names are Low priority, Medium priority and High priority. Select the urgency according to your company's practices.

The submitter's name and email address come from the signed-in user's details. The phone number saved in the account also fills in a missing phone number on the request. A name and a valid email address are needed to save the request; check your own user details if the error concerns the submitter.

Creating a service request in the browser

  1. Open Service requests from the navigation. Select the New service request button at the top of the page.
  2. On the Basic info tab of the form that opens, use Choose a service request to select a type, and select a Spot. The form may select a type automatically; check that it suits your report.
  3. Enter a title and, if needed, a description, and check the priority and Responsible workers.
  4. In the Additional fields section, complete the information required by the type.
  5. If needed, open the Files section on the same tab and add attachments using the Add files button or by dropping files onto the upload area.
  6. Check the information and select Create a new service request at the bottom of the form.

Selecting a Spot may change the service request type to the default type defined for that Spot. Changing the type updates the additional fields, whether a Spot is required, the default responsible workers, and the type's signature requirements. Check these again after selecting the Spot and complete any fields that appear. Additional information you entered earlier may not be retained when the type changes.

If your company has the inventory feature enabled, the form may also show a Products tab. Product rows added there are saved to the service request. In the Signatures section of the Basic info tab, you can see the signature requirements inherited from the type, or define requirements for the request if the type has none. Adding a requirement does not yet provide a signature. Required signatures affect marking the request as complete later; see completing a service request.

Creating a service request on Android

  1. Open the app's Service requests view. Tap the green plus button at the top of the list.
  2. In the Select category view, select a suitable service request type and continue with Apply. This opens the report form and does not yet create the request.
  3. In the form's Basic details section, select a Spot, enter a title and, if needed, a description, and check the priority.
  4. Complete the Additional fields. If needed, add an attachment using the Add File button near the bottom of the form and complete the file selection in the interface that opens.
  5. Check the information and tap Save at the bottom of the form. Wait for saving and any attachment uploads to finish.

Creating a service request on iOS

  1. Open the app's Service requests view. Tap the plus button at the bottom of the list.
  2. In the Select category view, select a service request type and continue to the report form using the APPLY button below it. The request is not yet created at this stage.
  3. Select a Spot on the form, enter a title of at least two characters and, if needed, a description. Check the Priority and complete the type's required additional fields.
  4. If needed, add an attachment using the Add File button near the bottom of the form. Choose the camera, photo library or a document in the picker that opens, and complete the selection. You cannot select new attachments once the form already has three attachments.
  5. Tap the Save button near the bottom of the form and wait for the attachment uploads to finish as well.

In both mobile apps, the add button is hidden in the service request list opened from a Spot's details. Use the general Service requests view described above and select the Spot on the form. If a Spot is already selected because you started another way, still check that it is the correct target.

What happens when you save?

The request is saved under the selected type and linked to the Spot, if one was selected. The type's default responsible workers are assigned to the new request if no responsible workers have otherwise been specified. In the browser, you can select responsible workers on the form; mobile creation uses the type's default.

Without responsible workers, a new request remains in the Open status. When a responsible worker role is assigned, the request moves to In progress. This results from the assignment and does not confirm that the work has already been done. The status field in the browser's creation form is locked, so check the final status in the saved request. The type's default responsible workers may be restored when saving, even if you clear the selection on the form.

Attachments are uploaded separately after the request is created. Successful request creation alone does not guarantee that all attachments have been saved. Wait for the file uploads to finish and check them in the saved request.

Check the result and resolve errors

Open the saved request from the Service requests list. Check the type, Spot, title, description, additional fields, priority, responsible workers and status. Also open the attachments to make sure the correct files have been saved.

If the request is not visible, check the list's status and other filters, as well as your permissions. Open requests and requests in progress may appear in different lists and be visible to different users. If needed, ask the person handling the request or your administrator to check the saved request. Do not create another request for the same issue just because the first one is not visible in the current view. See finding and assigning a service request.

If you cannot save, first check the title, any required Spot and additional fields, and the submitter's details. If the request has already been created but an attachment failed, open the existing request and add the missing file to it if your permissions allow. See adding comments and attachments to a service request.