Service Management Manuals

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Accept a service request ​

Claim a service request, verify the customer's need, and then close the request or convert it to a work order.

Overview ​

Service requests let support agents assess customer needs before creating work orders. After claiming a request, close it or convert it for field service.

Before you begin ​

  • Your account has the intake agent role or permission to process service requests.
  • Your organization has enabled service requests.
  • A customer has submitted a request through the customer service workspace or an end-user channel.

Claim and verify a service request ​

  1. On the web, open Task Center and view unassigned service requests.
  2. Select the service request that you want to process.
  3. Verify the customer, contact, contact details, problem description, and submission channel.
  4. In the current task, select Claim or the equivalent action.
  5. Confirm that your account appears as the owner.

Choose a processing result ​

  1. Decide whether the customer's need requires a field service work order.
  2. If no work order is required, close the request from its details page.
  3. If dispatch and field service are required, select Convert to Work Order or the equivalent action.
  4. Submit the action.
  5. Refresh the request details and verify the status and next owner.

Expected result ​

  • The request displays its current owner and latest status.
  • On the close path, processing ends without creating a work order.
  • On the conversion path, the system creates or begins creating a linked work order for intake and dispatch.

Troubleshooting ​

You cannot find the service request ​

Confirm that your account has the intake agent role and that another agent has not claimed the request. Ask an administrator to check permissions and assignment rules.

Close or conversion actions are unavailable ​

Available actions depend on the request's business type and configured process. Ask an administrator whether the current request supports closing or conversion.

Notes ​

  • Verify the customer and problem before claiming the request.
  • Select only the processing path that matches the customer's need. Avoid creating duplicate work orders.
  • For conversion checks, see Convert a service request to a work order.