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NORDVEST

Service Requests

Service Requests capture the unplanned stuff — customer calls, technician recommendations, and all the work that doesn't come from a PM agreement. The phone rings, something breaks, and you need a place to put it. That's what Service Requests are for.

Reference Numbers

Every Service Request gets an automatic reference number like SR-1001, SR-1002, and so on. These are unique within your company and sequential — so you can quickly refer to a request by its number in conversation, on work orders, or anywhere else you need a shorthand.

When to Use Service Requests

Create a Service Request when:

  • A customer calls with a problem ("it's making a noise it didn't used to make")
  • A technician spots something during a PM visit that needs follow-up
  • Any unscheduled work is needed

What's in a Request?

Each Service Request includes:

  • Customer — Who needs service
  • Title — Brief description of the issue
  • Description — The full story — what's happening, what they've tried, how urgent it is
  • Due Date — When the customer wants service (optional — toggle it on if the customer specified one)
  • Technician Assignment — Assign one or more technicians right from the start
  • In Shop — Flag if the work is happening at your shop rather than on-site

Creating a Request

  1. Navigate to Service Requests
  2. Click Add Request
  3. Select the customer
  4. Enter a title and description
  5. Optionally assign technicians, set a due date, or mark as in-shop
  6. Save

Tip: You can also create a Service Request from the Command Palette — hit the search bar, start typing, and select "Create Service Request." It's the fastest way when you're on the phone.

Tip: Be specific in the description. "Compressor making noise" is less helpful than "Loud grinding noise from IR rotary screw on startup, customer reports it started Monday." Your future self (or the tech who gets the call) will thank you.

Create and Print

Need a paper copy for the technician heading out the door? Use the Create and Print option to save the request and immediately open a printable work order — complete with customer info, asset details, and component history. You can also print any existing request at any time, regardless of its status.

Request to Service Workflow

When you create a Service Request, NORDVEST automatically creates a linked Service — no extra steps needed:

  1. Request Created — You log the call, a Service is created immediately
  2. Work Performed — The technician heads out and records what was done
  3. Service Done — The tech marks the work as done
  4. Service Closed — Work is reviewed and finalized; the request closes automatically

The request stays linked to the service, so you can always trace back to the original call. "Why did we go out there?" is never a mystery.

Viewing Requests

The Service Requests page shows all your requests in a searchable, sortable table. You can filter by customer, status, city, date range, and more. Columns like City and Scheduled Date are sortable — click the header to reorder.

Request Status

Service Requests follow a simple three-step flow:

  • Open — The request is active and awaiting work
  • Done — The work has been performed and is ready for review
  • Closed — Everything is reviewed and finalized

Moving a Service to "Done" signals that the field work is complete. From there, a service manager can review and close it out. You don't need to manually close requests — completing the Service handles it. One less thing to remember.

Watching Requests

Want to stay in the loop on a specific request? Click the Watch button to start receiving notifications when the status changes. This is especially useful when you've handed a request off to someone else but still want to know when it's wrapped up.

See Notifications for more about how watching works across NORDVEST.