Service Management Manuals

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Submit a service request as an end user ​

Submit a service need that a support agent should assess before deciding what happens next.

Overview ​

Use a service request when a support agent must understand the issue, collect details, and choose a resolution path. An intake agent can close the request or convert it to a work order.

Before you begin ​

  • Open the system through the organization's WeChat, mini program, H5, or other service portal.
  • Sign in, unless the organization allows guest submission.
  • Prepare the problem description, contact details, and other requested information.

Procedure ​

  1. On the portal home page, select Service Requests.
  2. Enter the problem, contact details, and other displayed fields.
  3. Verify the customer, contact, and contact information.
  4. Select Submit.
  5. Record the request number or other information on the result page.

Expected result ​

  • The request enters the configured intake process.
  • An intake agent can view and claim it.
  • If enabled, you receive a submission notification.

Troubleshooting ​

Service Requests is unavailable ​

Confirm that you use the correct organization-provided entry. Portal configuration controls this menu.

You cannot submit the form ​

Complete all required fields and verify your contact details. Guest access and customer requirements depend on configuration.

Notes ​

  • A service request is not a work order. For direct dispatch and field service, use Submit Work Order.
  • Enter accurate contact information.
  • Do not submit the same need more than once.