Requests

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Requests (often called work requests, abbreviated to W/R) make it easy for non-specialized staff to capture the essentials of a reported problem originating from outside the maintenance department. The information can even be entered into the computer during a phone call with a complainant.

Basic Principle: A Request is a simple way for someone to write down information about a complaint. Even if the person who takes the complaint doesn't know a lot about your maintenance policies, the Request form guides the person to record information that maintenance personnel will need later on. A maintenance manager can turn a basic Request into a real Work Order, and then finish off the Work Order by adding more information (who's assigned to do the work, when the job should be done, and so on).

For information on viewing work requests, see Viewing Requests. For information on creating and editing work requests, see Editing Requests. For information on printing work requests, see Printing Requests.

Request States: Requests can be described as any of the following:

New: A new request has just been created and has not been processed in any other way.

In Progress: A request is in progress when someone has clicked the In Progress button for the request. Typically, this is done when someone notices that the request has come in and begins to take action on the request. Clicking In Progress basically means, "We've seen this and we've started working on it."

Open: A request is open if it's new, in progress, or transferred.

Closed: You close a request once the work has been done. You do so by clicking the Close button. Requests are also considered closed if they are canceled by clicking Void. However, a voided request can never be reopened—once it's canceled, it's canceled permanently.