Request History- Search & Edit (on-premise)
The search menu contains three types of search actions that can be performed: search Request History, search Appointments, and search Customers. This section deals with Searching Request History.
Note: You must have permissions to edit a service request. Otherwise, you can only view the details.
Search results will vary, depending on how much search information is entered. The less information a user provides, the wider the search results. For example, not specifying a location, will result in a list detailing all locations; omitting a username will result in a list, detailing requests closed by all users, etc.
Perform Request Search
- In Search > Request History, enter available information.
- Click Search.
Edit Closed Service Requests
- In the menu, go to Search > Request History.
- Enter the available information and click Search.
- Locate the request to edit and click Detail.
- Click Edit, at the bottom of the Request Details screen.
- Make the desired changes.
- Click Save.
When changing the date and time of a service request, it is important that all Time fields agree. For example: If a user changes Work Tickets: Time Seen, from 9:30 am to 9:40 am, then Worked Services: Time Started, must also be changed to 9:40 am.
Delete Service Request
You must have administrative rights to delete a closed service request.
Note: Once a request has been deleted, it cannot be recovered.
- Select detail for the request to be removed.
- Click Delete.
Explanation of Time Slots
Work Tickets
| Date Seen | Date the request was taken. |
| Time Seen | Time the request was taken. |
| Date Out | Date the request was closed. |
| Time Out | Time the request was closed. |
Worked Services
| Started | Time the service was started. |
| Completed | Time the service was completed. |
Note: Be sure that the Time Seen/Time Out and Time Started/Time Completed times agree with each other!
Request Summary
A request summary displays information regarding a customer's service request. Among information collected are the name of the customer, the date the service request was created, who completed the request, any comments, etc. If enabled, A user may also edit the request from the Request Summary window by clicking on View / Edit Details.