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Learning Objectives:
1. Recall how to access and search the knowledge base.
2. Summarize how to create a new service request.
3. Explain how to add updates and pay for a service request.
Video Script
Welcome to the Service Requests: Creating Requests overview. In this video we will demonstrate how to access the knowledge base, create service requests, and update service requests.
To get started, select Service Requests from the main menu. This will open the service requests page where you can create, search, and update your service requests.
Service requests are grouped by completion status. Open service requests have not been addressed by building administrators. Pending service requests have been viewed and are in the process of being resolved. And Closed service requests have been completed and closed.
To search the service requests list, use the search bar at the top of the page. Here you can conduct an all-text search using keywords, names, unit numbers, or service request types. You can also filter the service requests list by service request status, payment status, and service request type.
Before creating a new service request, view your building’s FAQs by selecting Access Knowledge Base. Featured topics will appear as tiles on the landing page, and you can use the search bar at the top of the page to conduct an all-text keyword search for additional content.
To create a service request, select Add New Service Request. Then, select the request type from the drop-down menu. You will now see a text box with instructions or further information about the request type. If the request type does not allow service requests, like broken appliances, an explanation will be provided in the text box.
Next, enter a subject line for the service request. If applicable, select a request priority level using the drop-down menu. Then, enter a detailed description of the service request.
After entering a detailed description, determine if permission to enter your unit is required and granted. Next, upload any relevant files to the service request. If applicable, you may see additional fields specific to the request type. Enter the appropriate information.
Once completed, you can either save the service request as a draft by clicking Save as Draft or submit the service request by clicking Send. Your service request has now been submitted. An email notification will then be sent to building administrators informing them of the service request.
If your building offers online payment, and the service request type requires payment, you will be redirected to the Make a Payment page. Making payments will be covered in-depth in subsequent training videos.
To view or update your service request, select the service request from the list. You will then see the service request details and if applicable, payment status. If you did not previously pay for your service request, select Make a Payment.
To add an update to your service request, enter an update in the comment box. If applicable, attach any relevant files to the service request. Once completed, pick the appropriate completion status for the service request: Save as Open, Save as Closed, or Save as Pending. You will now see the service request update at the bottom of the review page and the service request will be moved to the appropriate category on the service requests page.
To print a copy of the service request, including any updates, click Print. This will open a new tab with a printable copy of the service request.
This concludes the Service Requests: Creating Requests overview. For more information on the Service Requests feature, please refer to our user guides.