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Triage and Convert a Customer Request

A customer request is a lightweight intake record. Triaging is what turns it into action: you decide whether to schedule a job, ask questions, or close it out.

The two things you usually do are update the Status as you make progress, and convert the request into a work order when you're ready to dispatch.

Before you start​

  • You have the customer_requests.view permission to open requests.
  • You have the customer_requests.edit permission to change status.
  • You need work_orders.create to convert a request into a work order.

Update the status​

  1. Open the request

    Select Customer Requests in the top navigation bar, then select the Edit action for the request you want to triage. Open requests are at the top by default.

  2. Pick the new status

    In the Status card on the right, pick Open, Ongoing, or Closed.

    • Open — nobody's looked at it yet. New requests start here.
    • Ongoing — somebody's working on it (waiting on parts, waiting on the customer, scheduled for later in the week).
    • Closed — done. Either fulfilled, duplicated, or no action needed.

  3. Save the change

    Select the green Update Status button.

The card shows "Last updated by <your name>" underneath, so the next person knows who touched it.

Add an internal note​

Use notes for anything you want the next person to know — the result of a callback, a quote you gave verbally, or why you closed the request.

  1. Find the Internal Notes card

    Scroll down on the request edit page. The Internal Notes card sits below the Unit card.

  2. Type your note and add it

    Type into the "Add a note..." field, then select the blue + button. The note appears at the top of the list with your name and timestamp.

Notes are visible to anyone who can view the request. They're not sent to the customer.

Convert to a work order​

When you've decided to dispatch, convert the request into a work order. The request closes itself and the work order picks up the request text as a starting point.

  1. Open the request

    Select Customer Requests in the top navigation bar, then select the Edit action for the request you want to convert.

  2. Pick the work order type

    In the Convert to Work Order card on the right, pick the type — Repair is the default, but use Maintenance, Installation, or Service if it fits.

  3. Create the work order

    Select the blue Create Work Order button.

What happens next (after converting)​

  • The work order is created in Unassigned status with the request text in its Customer Requests field.
  • A status history entry is logged: "Created from customer request #<id>".
  • The original request flips to Closed and is stamped with your name as the last editor.
  • You're taken straight to the new work order's edit page so you can assign a technician and set a due date.

Common situations​

SituationWhat to do
The customer called back to cancelSet the status to Closed, add a note explaining why. Don't convert.
You need to wait on a part before schedulingSet the status to Ongoing, add a note about the part. Convert once the part arrives.
The same customer has called twice about the same problemAdd a note linking to the other request ("see request #42"). Close the duplicate, leave the original Open or Ongoing.
You converted the wrong request to a work orderOpen the new work order and either reassign it to the right unit, or cancel it. The original request is Closed — reopen it from its edit page if you need to.
The request is a maintenance reminder, not a repairConvert with type Maintenance. The work order will roll up under maintenance reporting.

Troubleshooting​

The Convert to Work Order card isn't showing.

Either the request status is already Closed, or you don't have work_orders.create. The card is hidden in both cases. If the request is closed but you do need a work order, create one directly from Work Orders → New (Create a Work Order) and reference the request ID in the work order notes.

The status dropdown saves but the page reloads with the old value.

You probably hit submit before the dropdown change registered, or two people updated the request at the same time. Refresh the page and try again. If the value still doesn't stick, check for an error toast at the top — a missing permission shows up that way.

I can't find the request I just converted in the Customer Requests list.

Converted requests are Closed. The list defaults to all statuses, but you may have a status filter applied. Clear the filter, or use the Status dropdown to pick Closed. The request is also linked from the work order's notes if you only have the work order ID.