TamilAccounting

Service Requests

A service request is one repair job. It carries who it is for, what it is about, what is wrong, who is dealing with it, what has been done and what it is costing. The list is the service desk's working screen; the view is where the job is actually run.

Statuses

Status	Means
Pending	Raised, not yet looked at.
Not Started	Accepted, not begun.
On Progress	Being worked on.
Wait For Material	Held up waiting for a part.
Completed	The work is done.
Closed	Finished with.
Cancelled	Abandoned. A reason is required.

The workflow actions

The actions live on the request's view as their own popups, so each is a deliberate step rather than a field on a long form:

Action	Does
Update Status	Moves the request, recording the old and new status.
Add Note	Adds to the activity trail.
Close	Closes the request.
Reopen	Puts a closed request back.
Cancel	Cancels it. The reason is required.

The activity trail

Every status change and every note is kept against the request. A repair that went back and forth three times reads as what it was, which matters both for the customer conversation and for spotting a product that keeps coming back.

Filters

Filter	Narrows to
Status	One status, or all.
Type	The kind of request.
Employee	Who it is assigned to, or all.

Requests past their Expected End Date are marked, so the ones running late stand out without sorting for them.

Where a request comes from

Route	Notes
A sales invoice or delivery view	New Service, picking the line.
The customer's purchase history	Pick what they bought.
A bill number the customer quotes	Find the bill, then the line.
Not purchased from us	Found by phone number, or added as a new customer.
The portal	Raised by the customer themselves, marked Raised from the portal.

Permission

Area	Grants
Service Requests Inquiry	Reading requests.
Service Request Entry	Raising and editing them.
Service Status Updates and Settings	Moving requests and changing settings.

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