Create a Service Request

Submit a new service request, check its status, delete it, or update an existing request. A service request generates a work order for technicians. The maintenance technician then reviews the work order and determines the priority of tasks based on the information you provide, including the due date and level of importance.

Before viewing the dashboard or creating a service request, select your company in the upper right. If you have access to only one company, it will be the default selection, and you won't need to choose.

Other ways to create a service request:

• On behalf of another person: Submit a service request for another person, regardless of their Maintenance Connection user status.

• Guest request: Create a service request without the need to create a Maintenance Connection account.

To expand or collapse the left side panel, click the arrow at the bottom of the panel on a desktop. To submit your request, fill in all required details as indicated on the request form.

Some details may vary based on how your organization configured the Service Requester.

1. On the Service Requester dashboard, click New service request.

2. Enter your request details:

   • Contact information: Enter your name, email, and phone number so the service team can contact you if any follow-up questions arise. The contact details may already be pre-populated.

   • Reason: Provide a brief description of the reason for your request. This information goes on the work order and gives a technician the necessary details to perform the maintenance. Enter up to 500 characters. A character counter displays your remaining allowed characters.

   • Asset: Search for the ID of the location or asset in need of maintenance, such as a building or floor within your organization. Enter a search term and select the correct item from the results to guide the technician to the correct location for the work order.

   • Scan: Use the scan function on a mobile device or tablet to capture an asset's QR code. This populates the asset hierarchy on the work order, bypassing manual entry. If your device has a QR code scanner, it will input the data automatically.

   • Organization location tree: Navigate through the organization hierarchy to find the asset that needs service.

   • Priority: Indicate the urgency of the request to help set the expected completion time. The system assigns a completion time based on the selected priority.

   • Problem: Select from a predefined list of problems. Your selection helps to clearly identify the nature of the issue you're reporting.

   • Shop: Select the shop responsible for completing the requested tasks. This helps in efficient task assignment and timely completion of work.

   • Tasks needed: Specifies the specific actions or tasks required to be completed. Select from a predefined list of options.

   • Needed by: Date by which the requested service or item is required. The date is populated based on the selected priority.

   • Attachments: Upload images or documents to your request. Attachments are included in the work order, providing useful information to help the technician understand the problem.

3. Click Review.

4. On the Review service request page, click one of the following:

   • Submit: Submits the request.

   • Back: Go back to the previous page where you can make changes before submitting.

If the system detects duplications based on the asset and problem, a message displays at the top of the page. You can submit it, make changes, or cancel the request.

Cancel service request

Cancel the service request before submission if necessary.

1. After you enter the service request details, or from the Review service request page, click Cancel.

2. In the confirmation dialog, click Leave.

   The service request gets canceled.

Delete service request

As an authenticated user, you can delete a service request you've submitted, provided it is still in a Requested status. You might delete a request if it was created by mistake, a duplicate of another request, a priority change, or something else.

1. Search for a service request using either of these methods:

   • Search

   • Filter

2. Click a service request from the results list.

   • The service request opens.

3. Click Delete request.

4. In the confirmation dialog, click Delete.

   The service request gets deleted.