Cityworks SR and WO

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. I to display a list of incident codes matching the keyword. Click on the desired code to select it. • Problem I(eywords: Type the desired keyword in the Keyword field. Click I 0.. FinJ

Problem Tree

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Domain: WSD

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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.

60 0 Section 4: The Service Request

Server AMS 2013 SP1 End User Training Manual