Service Requests

Service Requests are planned, requested, or scheduled work. Every customer visit, repair, and PM starts from a Service Request. Historical work that happened without a request is captured separately as a Work Record so the asset history stays accurate without inventing a fake ticket.

Reference Numbers

Every Service Request gets an automatic reference number like SR-1001, SR-1002, and so on. These are unique within your company and sequential — so you can quickly refer to a request by its number in conversation, on work orders, or anywhere you need a shorthand.

Where Service Requests Come From

NORDVEST tracks why a Service Request exists via its reason:

• Customer — A customer called or emailed with a problem
• Service Agreement — A scheduled PM cycle spawned this one; closing it auto-creates the next

Reason is mostly under the hood. We Owes and other source records are tracked separately from reason. Legacy baseline records are retired and hidden from active Service Request workflows.

What's in a Request?

Each Service Request includes:

• Customer — Who needs service
• Title — Brief description of the visit ("Generator making unusual noise")
• Description — The full story — what's happening, what's been tried, how urgent it is
• Reason — Where this visit came from (see above)
• Scheduled Date — When work is planned (date only, no time-zone mess). Clearable — leave it blank to mark a visit as unscheduled
• Available At — Earliest the work can begin (defaults to creation date)
• Due By — When the customer wants service by (optional)
• Priority — Low, Normal, or Urgent (defaults to Normal)
• Technicians — Who's performing the work
• Contacts — The customer's people to call about this visit. Link as many as you need; the first one is the point of contact. They print on the work order with phone and email so a tech can call from the sheet
• In Shop — Flag if the work is happening at your shop rather than on-site

Creating a Request

1. Navigate to Service Requests
2. Click Add Request
3. Select the customer
4. Enter a title and description
5. Optionally link the customer's contacts (or create a new contact right from the picker), set priority, assign technicians, set a scheduled date or due-by date, or mark as in-shop
6. Save

When the create modal opens, your cursor lands directly in the Title field — start typing, no extra click needed.

Scheduling right from create: If you already know when the visit will happen, set Scheduled At while creating the request. Assign technicians in the same step and they land on the Dispatch board for that day immediately — no separate trip to Dispatch needed. Leave it blank and the request comes in unscheduled, same as always; you can always schedule or reschedule it later from Dispatch or the request page.

Tip: You can also create a Service Request from the Command Palette — hit the search bar, start typing, and pick "Create Service Request." It's the fastest way when you're on the phone.

Tip: Be specific in the description. "Compressor making noise" is less helpful than "Loud grinding noise from IR rotary screw on startup, customer reports it started Monday." Your future self (or the tech who gets the call) will thank you.

Picking parts and components

Whenever you pick a component item or a part on a Service Request, the dropdown searches server-side so you're never waiting for the full catalog to load. Each result is shown as {part number} — {name} with the manufacturer as a subtitle. Long part numbers are gracefully truncated instead of pushing the modal sideways.

Create and Print

Need a paper copy for the technician heading out the door? Use Create and Print to save the request and immediately open a printable work order — complete with customer info, asset details, and component history. You can also print any existing request at any time.

Status Lifecycle

Open → Done → Closed
       (or)  → Canceled

• Technicians record work while the request is open
• When the field work is finished, move the request to Done — signaling it's ready for review
• A service manager reviews and closes the request
• Closed (or canceled) requests can be reopened if something changes
• Additional work can be recorded on closed requests too — because sometimes the tech remembers one more thing after the paperwork is done

Inline status updates: From the Service Requests list, click the status badge directly in the row to update it — no need to open the record.

Cancelling vs Deleting

Two different escape hatches, depending on whether the request was real:

• Cancel — for "we ended up not going out there" cases. The request is kept on file (so the customer history is honest) but drops out of the default Service Requests list. Flip the Status filter to Canceled if you ever need to find one again. Set the status to Canceled from the show page; the record can be reopened later if plans change.
• Delete — for clearly-bogus entries (created by mistake, duplicate, test data). Use the kebab menu at the top-right of the SR show page → Delete. If any work has already been logged (line items, work submissions, or technician visits), Delete is blocked and you'll be steered toward Cancel instead. Cancel first, delete only when the record shouldn't exist at all.

Permissions: Both actions are limited to Service Managers and Admins. Technicians cannot cancel or delete.

Recording Work

The Record Work page is where completed service details get logged.

The short version:

1. For each asset on the job, enter the current run hours and, when available, load hours (if the asset tracks hours)
2. For each component that was serviced, pick what was done — Changed or Inspected. A component left unset simply wasn't touched on this visit
3. Add any materials used
4. Either Save (come back later) or Save & Close to wrap the request up

The Changed/Inspected distinction matters later: a change resets the component's maintenance clock, an inspection doesn't — and both show up labeled in the machine's service history and on any Service Report billed from the visit.

Assets are grouped to match how you think about the site — by Asset Group (e.g., "Compressor Room", "Building B"), with ungrouped assets in their own section and "Not in use" assets tucked in a collapsible section at the bottom.

Reviewing Field Submissions

Work a technician records from the field arrives as a Field Submission waiting on the Field Submissions page for a Service Manager or Admin to review before it lands on the record.

• Each component on the submission shows what the tech marked — Changed or Inspected — and the reviewer can correct it before approving. Only Changed resets the component's maintenance clock; an inspection records the visit without touching it.
• If a technician flagged a meter as rolled over or reset on the way in, that flag carries through to review and explains a reading that's lower than the last one on file, instead of just looking like a mistake.
• Approve applies the submission to the record (and marks the linked Service Request Done); Approve & Close also closes the Service Request. Reject requires a note explaining why.

Service Agreement Integration

When a Service Request has a reason of Service Agreement, closing it automatically:

1. Advances the agreement's next due date by its interval
2. Spawns the next PM Service Request, ready for when the service window opens

Fully automatic — no extra steps.

Viewing Requests

The Service Requests page shows all your requests in a searchable, sortable table. Filter by customer, status, type, reason, city, date range, and more. Columns like City and Scheduled Date are sortable — click the header to reorder. You can also group by customer or status and save your favorite filter combinations as named views.

The reference number (SR-####) lives in its own dedicated Key column, separate from the Title — sort, hide, or resize the Key independently of the Title.

Retired baseline records from older onboarding flows are hidden from active Service Request lists.

See Working with Tables for full details on searching, filtering, grouping, and saved views.

Reassigning to a Different Customer

Sometimes a request gets logged under the wrong customer, or the job transfers. You can move a Service Request to a different customer directly from the edit form — just change the Customer field and save.

When you reassign:

• All linked We Owes that belong solely to this request move automatically
• If a We Owe is shared across multiple requests, the reassignment is blocked with a clear message — reassign the We Owe separately first, then come back to move the request

Customer Contact Follow-Through

If the customer has contact preferences set — "Contact ahead" or "Call on the way" — they show as badges right next to the customer's name on the request page, along with any contact note.

Below the badges sits the contacted-ahead tracker:

• Click Mark contacted to record that someone reached out before the visit — it stamps the current time and who recorded it.
• Add or edit a short note ("Left a message with Don, there at 10") any time.
• The time can be adjusted after the fact if the call actually happened earlier, and the whole record can be cleared if it was marked by mistake.

Dispatchers also get the chance to record this in the moment, from the reminder that appears when the visit is first scheduled — see Dispatch. Either way, the request page is where the current status lives.

Watching Requests

Want to stay in the loop on a specific request? Click the Watch button to start receiving notifications when the status changes. This is especially useful when you've handed a request off to someone else but still want to know when it's wrapped up.