Request functionality is optional and controlled by the Service Company. This section explains how to create and manage Requests.

The Request screen lists all the Requests created which you have been provided access.

Select the Show Canceled and Closed button to display all requests including those with a request state of Canceled or Closed, In Progress, Completed or Closed Requests. The Request State is explained further in the Request State section of this User Guide.

The My Requests button lists only those Requests which you are the contact for.

 

The service company may create a Service Manager Job from the Request. In this case, the Job Number will be displayed with the associated Request. If you are a Restricted User, the Job Number will be displayed, but will not be linked to Job details.

Note that Requests have a Workflow indicator:

(red) Attention Customer,  

(green) Attention Service Manager, or

Blank.

 

Workflow indicators are explained further in the Workflow Indicators section of this User Guide.

It is important that you attend to Requests that are marked Attention Customer.

Each Request can contain a chat message that may be viewed and added to by the Customer Web Portal user responsible for that Request and/or the person responsible for processing the Request in Service Manager. Although this is not a "live chat" facility, it does provide an effective means of communication between the service company and the customer about the Request.