FAQ

This FAQ is designed to provide you with clear and concise answers to the most common questions you might have about the new Maintenance Connection Service Requester (SR). Our goal is to make your experience as smooth and efficient as possible.

Configuration and functionality

• When a guest user submits a request, will the work order (WO) number display, and can guest user check the status of the request?

  The new SR Dashboard displays the most recent WO, along with their status and other relevant information. When you click on a row, an issue summary view with the request information displays. Guest users cannot view the dashboard, but logged-in users can.

• Can we prepopulate our information (name, email, and phone) when creating requests, especially for someone who enters multiple requests in a day?

  The SR administrator must enable the Use signed in member's info option on the SR configuration page to populate your contact information.

• Can we configure SR to go directly to a new service request entry instead of needing to click New service request?

  To reduce the number of clicks, use the URL that leads directly to the SR form. As of today, we have one form that uses a specific URL for signed-in users:

  https://sr-dev.maintenanceconnection.com/new-request

  The anonymous users URL is different.

• Can current users choose their preferred version of the service requester while new users are directed to the new version, and will customizations in the existing SR be available in the new SR?

  Users can choose their preferred SR version. However, once the administrator activates the new experience, everyone will be required to use the new SR.

• Can we move the newly submitted SR to Issued right away, and will the system send the service request as an email notification?

  To change the status of a request, access the MRO and search for the WO. You can then change the status once the request is submitted. Emails are sent based on existing rules. The new SR does not trigger emails. This depends on Maintenance, Repair, & Operations Work Center (MRO) settings.

• Do attached images appear in tasks or as attachments?

  Attached files appear in the MRO on the Attach > Documents tab.

• Can we add labor report information as a field?

  The new SR, like the legacy Classic SR, doesn't have a Labor report field when submitting a request. You can add User Defined fields (UDF) for text entry and label them Labor report.

Mobile and QR codes

• Can the scan option work for Asset QR codes, allowing a requester to scan the Asset QR code, sign into the requester's section, and automatically start a request for the scanned Asset?

  The QR code scan in the SR form quickly reads an asset's QR code to fill in its data. You can create a QR code in a third-party tool using the SR form link as the destination. Users can then scan the QR code with their mobile device to access the SR form and read the asset's QR code by clicking Scan inside the form.

• Can we publish a QR code for the service requester that remains unchanged with future versions, and will there be a QR code available for sharing the requester link with our company?

  Create a QR code in a third-party tool using the SR form link as the destination. The destination link will remain unchanged. The URL is different for anonymous users. In the future, each form will have its own URL.

• Will scanning the asset's QR code display the work order and all asset information needed to work on the order?

  When you scan an asset's QR code using the SR form, it fills in the asset information. It does not display the work order or all the details needed to work on it.

• Will Service Requester be available as a mobile app?

  SR is responsive, adapting its layout and functionality to different screen sizes and devices. It works well on mobile devices. We have no plans to create a native app in app stores.

Status and updates

• How can requesters access and view the status of their requests and the details of what was done to fix the issue?

  To view the details of a WO, select it from the Dashboard. The MRO offers more detailed information, such as labor record, costs, assignment, and other data, which are not available in the new SR. To see only the request data and track the status, open the WO directly from the Dashboard. The status updates directly in the Dashboard, so there's no need to open the WO to check the status.

• Does SR show an extended status such as ISSUED:COMPLETED if there is a completion date?

  The new SR displays only the short status text, including Issue, Denied, On Hold, Closed, and Cancelled.

• How can I interact with a request after submission to edit or delete it?

  To make changes, access the MRO, navigate to the WO module, search for the specific WO, and proceed with the modifications.

Search and form logic

• On the new Dashboard, can we search all fields and use wildcards for asset/location searches?

  The new SR dashboard offers four types of search: WO #, Status, Priority, and Types.

• Can different inputs appear or remain hidden based on user selections in form logic?

  The WO details page in the new SR and the MRO display all the data entered in the form. The visibility of the fields in the form depends on the administrator's configuration.

Cloud and beta

• Is the new SR cloud-only, when will it be available, and can admins toggle it on?

  The new SR is a cloud-based software application. Once the administrator activates the new experience, everyone will be required to use the new SR.

Admin and interface

• As an administrator, if I enter a work request without using the service requester, will the same fields be populated in both environments, ensuring they are mirror images of one another?

  The SR form displays only the fields configured by the administrator. For example, if the administrator created a WO in the MRO with fields like PDA ID, Currency, and UDF 15, but these fields were not included in the new SR form, then the same fields would not be populated in both environments.