The Service Request General Workflow Overview
The
Request
panel allows the user to create and manipulate data within the service request workflow. The
service request is a reactive workfiow, beginning when a customer calls to report a problem and the call-taker
enters the problem code in the service request form.
Once a problem code is selected, the call-taker enters all desired information in the
incident information
panel of the service request, as well as the
caller information
panel. The call-taker geocodes the incident
address so that the service request is tied to a point on the map, and then saves the request.
The Problem Code Search Panel
1.
To create a new service request, click the drop-down list by the
Request
icon in the main toolbar
and select new service request.
The
Problem Tree
and
Problem Keywords
panels open. Either can be used to select an incident code:
•
•
Problem Tree:
Navigate to the desired incident code by selecting the desired domain group on
the left, which will populate a list of incident codes in the right panel. Double-click on the desired
incident code to select it.
Problem I(eywords:
Type the desired keyword in the
Keyword
field. Click
I
0..
FinJ
I
to
display a list of incident codes matching the keyword. Click on the desired code to select it.
Problem Tree
Sewer
Storm
Water
Domain: WSD
-=J
..:J
..:J
NOn::
Incident codes, problem trees, and keywords are defined by the domain administrator.
If
the domain administrator has configured questions and answers for this request template, the
Caller
Questions
&
Answers
panel will display once you select a problem code.
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0
Section 4: The Service Request
Server AMS 2013 SP1 End User Training Manual
