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Service Requests
Service requests are how site owners request work from their contractors. A site owner submits a request describing what needs to be done, the contractor reviews it and either accepts or rejects it, and accepted requests automatically generate a work order for tracking.
Who Creates Service Requests
Site owners create service requests — facility managers, coordinators, and occupants can all submit them. Contractors receive incoming requests and respond by accepting or rejecting.
Service requests bridge the gap between site owners and contractors. Site owners describe the work needed, and contractors manage the execution through work orders.
Creating a Service Request
Site owners can create service requests using a guided wizard:
Navigate to Service Requests in the sidebar, or click Request Service on a vendor row in the Vendors page.
Select the site and vendor (contractor) you want to request service from. You can also narrow the request to a specific structure within the site so the contractor knows exactly which building it concerns.
Enter a title and description of the work needed, and set the priority level.
Select the devices that need attention — pick them from the device tree or straight off the floor plan, where each placed device shows as a clickable pin.
Optionally add per-device notes describing specific issues or priorities for each device.
Review your request and submit.
Write service request titles as if you're handing instructions to a tech who's never been to the site. "Replace damaged camera at east parking garage entrance, pole mount at 15ft" is far more useful than "Fix camera."
Service Request Lifecycle
Service requests follow this lifecycle:
| Status | Set By | Description |
|---|---|---|
| Submitted | Site Owner | Request is created and sent to the contractor |
| Accepted | Contractor | Contractor accepts — a work order is automatically created |
| Rejected | Contractor | Contractor declines with a reason |
| In Progress | Contractor | Work is actively underway |
| Completed | Contractor | The work is finished |
| Closed | Site Owner | Site owner confirms and closes the request |
Service requests use a 5-status model aligned with work orders. Status transitions are enforced server-side — invalid jumps (e.g., Submitted → Completed) are rejected, and every transition records who set it and when on the activity log.
Contractor Response
When a contractor receives a service request, they can:
Accept the Request
Accepting a service request automatically creates a work order with:
- The service request details (title, description, priority) copied over
- Each selected device becoming a work order line item
- An optional technician assignment and scheduled date
See Work Orders for details on managing accepted work.
Reject the Request
If the work can't be performed, the contractor rejects the request with a reason. The site owner is notified of the rejection and the reason provided.
Viewing Service Requests
Both site owners and contractors see service requests in their sidebar under Service:
- Site owners see their outgoing requests with status indicators
- Contractors see incoming requests with accept/reject actions
- Filter by status, priority, or search by title and vendor name
Best Practices
- Be specific — Include device names, locations, and scope in the title and description
- Set accurate priorities — Use priority levels to help contractors triage incoming work
- Associate the right devices — Link the specific devices that need attention so technicians can find them on the floor plan
- Close completed requests — When the contractor marks work as done, review and close the request to keep your list clean