Creating a Service Request #
Service requests can be created by administrators and staff from the admin panel, or by customers through the customer portal submit form.
Creating a Request in the Admin Panel #
- Go to Services > Requests.
- Click Add New.
- Complete the request form.
- Click Save Request.
Request Form Fields #
| Field | Description |
|---|---|
| Subject | Short title describing the issue or task |
| Customer | The client this request belongs to |
| Contract | The service contract to bill time against |
| Service Type | Category of work (must be created in Service Types first) |
| Priority | Low, Medium, High, or Critical |
| Assigned To | Staff member responsible for this request |
| Description | Detailed description of the request |
| Initial Note | Optional first note added at creation time |
After Saving #
Once saved, the request is:
- Assigned the next available SR-XXXX number
- Set to New status
- Linked to the selected contract for hour deduction
- Checked against the contract’s SLA template for timer initialization
- Queued for a
request-creatednotification to the customer (if the notification is enabled)
If a contract with an assigned SLA template is selected, response and resolution timers begin at the moment of creation.
Customer-Submitted Requests #
When a customer submits a request through the portal’s Submit Request page (/customer-portal/services/submit-request/), the request is created with their account automatically linked. An administrator or staff member must then review, assign, and update the status from New.