Working with Service Request Codes


Service Request Codes are a time-saving feature used to quickly add common reasons customers call you to a dispatch so you're technicians know what they're in for. Codes can also add information into the Notes on the dispatch, contain estimated completion times and even set Skill levels.

Adding New Service Request Codes

  1. To create a new Service Request Code, head to Dispatch → Enter Service Request Codes.

  2. Click the Add New button to create a new code.
  3. Enter the Code you would like to use. We recommend starting the code out with a few letters that describe the type of service to be performed.  
    Example: Start all codes that deal with water closets with WC, codes that deal with water heaters with WH, etc. That way when you are searching for the code you can type in WC and go directly to the part of the list that deals with water closets.
  4. Enter the amount of Time that a typical dispatch of this type should take (in minutes). This will control the default length of the dispatch it is placed on. If multiple codes are placed on the same dispatch their times are added together. Of course, you can change this time when creating the dispatch to accommodate special situations.
  5. Enter a Skill rating if desired. Skill ratings are used to verify that the technician assigned to a dispatch has the necessary skills to complete it without help. A two-digit skill rating can be applied to a Service Request Code by using this field. Skill ratings are applied to technicians on the Enter Technicians screen. Both skill ratings can be viewed from the Dispatch screen. Any skill rating system can be used. We recommend, however, using single-digit numbers for simplicity. Generally, new technicians are assigned lower numbers. Technicians with more skills have a higher skill rating.
  6. Next, add a Description of the code. This is what will show up on the dispatch when printed or sent to a mobile device so the technician will know exactly what they are supposed to do.
  7. Enter a Tasking Description as well if you wish. The long tasking description will appear in the notes of the dispatch it is assigned to. This can be handy to remind technicians of certain things to check while they are there or dispatchers of certain things to ask the customer before creating the dispatch.

Edit a Service Request Code

You can edit an existing service request code by going to Dispatch → Enter Service Request Codes and double-clicking on the code.  Changes made to a Service Request Code will not retroactively affect dispatches that the code has already been used on.  The changes made to the Service Request Code will only affect dispatches it is added to after the changes are made.

Deactivating a Service Request Code

Once a Service Request Code has been used on any dispatch, it can no longer be deleted from the system.  Instead, you will want to edit the Service Request Code and remove the check from the Active box.  Then click OK.

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