To raise a repair request

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The procedure to raise a repair request is as follows:

  1. Using the global search facility, type in the first few characters of the contact requesting a repair or the asset address to which the repair relates 1.
  2. Double-click on the row containing the exact record match. Where the expected record is not listed, a more advanced search can be conducted using the spy-glass icon ().
  3. Click on Repair Requests (contact summary 360 view) or Repairs (for an asset) 2. The Repairs History tile (or Repairs tab) is activated.
  4. Click on New Request. The New Repair Request - Select Asset window is displayed; otherwise proceed to step 7 3.
  5. Using the Select asset drop-down field, select the specific asset within the associated hierarchy to which the new repair request relates e.g. an individual flat or the block in which it resides.
  6. Click on Next. The Repair Request window is displayed.
  7. Enter a full description of the Problem into the field provided, as reported by the contact.
  8. Using the Asset details drop-down field, select the asset address relevant to the repair request. Where the address is not listed, use the Search Address spy-glass icon ().
  9. Using the Contact details drop-down field, select the most appropriate contact for the asset 4. Where the contact is not listed, use the Search Contact spy-glass icon (). By default, on launching the repair request via a contact record, this field will be automatically populated with the current contact.
  10. Choose one of the preferred communication methods for the contact using the radio buttons provided 5. Alternatively, click on New Communication Detail to create an additional communication preference for the contact, not already listed.
  11. Use the Contact notes field to add any contextual information relevant to communicating with the contact e.g. they only work Monday-Friday between the hours of 0830-1400.
  12. Use the Access notes field to add any contextual information relevant to gaining access to the asset e.g. during working hours the contact is able to make a key available via the neighbour.
  13. Where the repair request is raised by an alternative contact, use the Request made by spy-glass icon () to select the relevant contact 6. By default, this field will be automatically populated with the contact selected in step 2.
  14. Where password security is required to progress the asset repair, activate the Use password tick box provided.
  15. Where the repair is recorded retrospectively, activate the Confirmation request? tick box provided and use the calendar () and time () icons to update the Request date & time fields, as appropriate 7.
  16. Using the Priority drop-down field, select a parameter value appropriate for the repair e.g. Emergency, Urgent, Routine repair. etc. The Target complete date & time will be derived from the rules linked to the Priority.
  17. Click on Save. A system-generated reference number is assigned to the repair request and the status is set to Entered Request 8.


Note

1 The search facility will automatically return all possible matches for both first name and last name once the Number of characters before an automatic search commences system preference is reached; it will likewise return all possible matches for any corresponding address field.

2 The availability and customisation of all Contact Summary 360 View tiles is controlled separately for each end user via their unique system profile.

3 This option is only available in the instance where the asset is linked to an overarching hierarchy; the Allow repair cascade to child assets system preference must also be activated.

4 All inter-related contacts and contact group members are included in the drop-down list, governed by the launch point of the repair request: contact record or asset record.

5 The details of a preferred communication method can be edited by double-clicking on the corresponding row in the summary table.

6 A change of contact in this field is relevant in the instance where the operator records the repair against the contact to whom it relates, as opposed to the originator. Where the originator does not exist on the system, a new record may be created.

7 The permitted date entry format is DD/MM/YY or DD/MM/YYYY; the permitted time entry format is HH:MM.

8 Whilst in this status, an end user is permitted to update the Problem, Contact Notes, Access Notes and Priority assigned to the repair request.


See related topics...

Repairs request management overview

To cancel a repair request

To add a repair task

To add a repair inspection

To add a new contact group member

To define the user profile

Using the search facility