How do I work with service requests in Field Service?

Why it matters

As long as nobody goes to the site, a fault keeps costing yield. The request keeps track of who does the work, when, and what was done. That way you close the linked faults only when the work is really done.

How to do it

1. Open Field Service. The list shows the open requests first. Open in Alpha
2. Create a request with New request: choose Installation *, a Primary asset if you like, and fill in Subject *, Source * and Priority *. Choose Create request.
3. From a fault: choose Create service request on the fault. Title, priority and alarms are filled in; choose Create request, or Link to request for an open request of the same installation. Open in Alpha
4. Open the request. Under Internal triage, choose an Owner and a Decision *, and choose Save triage.
5. Does work need to be done? Under Handling, choose Assign (a Colleague or an External installer), Hand over, or Link existing work order.
6. For work handled in Alpha, plan the visit with Plan.
7. Is the work done? Choose Close and fill in Work done. Leave Close linked faults on to close the faults as well. If the request is no longer needed, choose Cancel with a reason.