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How-to (step by step)Maintenance RequestsWork a request

Work a request

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The lifecycle that takes a request from raised, through booking and completion, to invoiced.

When to use

Progressing a maintenance job and recording how it was resolved.

Step by step

A maintenance request row (open it)
1. Open the request you're working on.
Status / Items (the request's faults)
2. A request lists the items (faults) reported, with the customer, site and how it came in. Work it through the stages along the toolbar.
Mark Processed (toolbar button)
3. Mark Processed picks it up internally and assigns who's handling it.
Mark Confirmed (toolbar button)
4. Mark Confirmed books the visit and sets the next planned date.
Mark Complete (toolbar button)
5. When the work's done, Mark Complete records the site solution — what you actually did on site.
Mark Invoiced (toolbar button)
6. For chargeable work, Mark Invoiced records the invoice number and amount to close it out.

Sending the paperwork

Send Documents on the request merges its documents and drafts the covering email from the Default Maintenance Email template. The email is addressed to the customer’s email address — not the site contact, which is free text and has no address behind it — so check the customer record has one before you send.

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Raise a requestCost a request