If you don’t see this in your navigation, your administrator can switch the module on under Administration → Modules, or it may not be included in your plan.
Why requests are separate from work orders
“The pump is leaking, floor is wet” is evidence; the work order that follows is somebody’s interpretation of it. Keeping both means you can always go back to what was actually reported, and a report that turns out to need nothing can be closed with a reason instead of cluttering the work order list. Requests arrive from this screen, from the New → Request menu anywhere in the product, from the field app, from the self-service portal and, where your organisation has set them up, from email and messaging channels. A link to one request — such as the one in a notification that a fault was reported — opens the inbox with that request’s panel already open. Closing the panel leaves you on the inbox.The inbox
The summary line
Controls
The inbox is sorted worst first, then oldest first — the order a queue is worked in. Open requests the reporter marked critical have a red edge; high ones an amber edge.
Columns
While an approval on a request is open, the request is held until it is decided: its row is filled pale blue, its tick box is replaced by a lock so it cannot be picked for a bulk action, and a line above the table says how many requests on the page are waiting, with See approvals. Opening it shows the same sentence: “This record is waiting for approval and cannot be changed yet.”
Available from Columns: Source (how it arrived), Category, Suggested priority, Number, Triaged, Rejected because, Description, your organisation’s own request fields, fields of related records, and who created and last updated the request.
Triaging a request
- The summary, the status, the severity, and suggests followed by a priority — what the reporter’s severity is worth on your own priority ladder, set under work request settings. It is a suggestion, not a value written to the request.
- The first photograph attached, or the asset’s own photograph if the request has none.
- The description in the reporter’s words.
- Reported by, Reported (date and time), Waiting (how long ago), Source (how it arrived, by the name your organisation gave the source), Asset (“not identified” if the reporter did not know) and Triaged (“not yet” until somebody starts triage).
- The rejection reason, if it was rejected, or a button for the work order it became.
What kind of problem
Classify the request by choosing a category, such as Leak or Noise or vibration. The category is saved as soon as you choose it, and it decides what converting will raise: the panel says, for example, “Converting this raises corrective work, at whichever is more urgent of normal (this report) and high (this kind).” Categories and what each suggests are set under work request settings.Actions
The buttons come from your organisation’s request lifecycle and only show the moves allowed from the request’s current status. The first is highlighted as the usual next step.
A move that cannot be made yet is greyed, with the reason beneath it. If a move needs approval, the panel says “Submitted for approval. It moves once it is signed off — follow it under Approvals.” and the request stays where it is until somebody signs off on Approvals.
Triage needs Triage work requests. Without it the panel says “Triaging requests is not something your account can do. An administrator can grant it.” Once a request is finished: “Nothing further to do with this request.”
Editing and attaching
The pencil at the top of the panel opens the request’s edit form, to correct the summary, the asset, the place, the severity or your own request fields. It is offered while the request is still open. Photos and files at the foot of the panel attaches more photographs or documents — with a camera on devices that have one — choosing a Kind and an optional Caption. A photograph attached here travels with the work order the request becomes.Converting to a work order
Convert raises the work order and moves the request to Converted to Work Order. Its type and priority come from the request’s category and severity; the panel then shows a button with the new work order’s number to open it.
The default request lifecycle
These are defaults — your organisation may have renamed them or changed the moves under statuses and transitions.
Bulk actions
Tick requests to act on several at once:
Selecting every request matching the view runs the action in the background.
Reporting a problem
Send it submits the request. If some files could not be uploaded, the form says so and offers Try those again, or Close anyway to keep the request without them. Your organisation may have added its own questions to this form, and an administrator can rearrange it from Edit form in Form Studio.
People with only the Requester role can report problems and follow their own requests, but cannot see the work orders that follow.