Create a Service Request

To create a service request, you need to first select the asset and service location, then enter in all the breakdown information and helpful information, and finally submit it to the service location.

1. Select an Asset
2. Select a Service Location
3. Enter the Service Information
4. Submit the Service Request

Select an Asset

You can select the asset and start the service request from the following pages:

• Search page
• Show Asset page
• Edit Depot page
• Cases page

From the Search page

1. From the menu bar, select Search.
2. From the Search page, use the ASSET section to search for the asset that needs service.
   See also: Using the Search Page
   
3. In the LINKS column for the asset that needs service, click [Request].
   

The Request Service page will open for you to search for a service location.

From the Show Asset page

If you’re already on the Show Asset page for the asset, click REQUEST SERVICE at the top right of the screen.

The Request Service page will open for you to search for a service location.

From the Edit Depot page

If you have access to the Admin Tools, you can start a service request from the Edit Depot page.

1. From the Admin Tools, select Depot Management and select a depot.
2. On the Edit Depot page, scroll down to the Assets section.
3. In the ACTIONS column for the asset that needs service, click [Request Service].

The Request Service page will open for you to search for a service location.

From the Cases page

1. On the All Cases screen, under the REQUEST SERVICE section of the toolbar, click For Assets. The Search page will open.
   
   
   
2. From the Search page, use the ASSET section to search for the asset that needs service.
   See also: Using the Search Page
   
   
   
3. In the LINKS column for the asset that needs service, click [Request].
   
   
   
   The Request Service page will open for you to search for a service location.
   

Select a Service Location

After you select your asset and create a service request, the Request Service page opens for you to select a service location to complete the service.

You can search for a service location using:

• the location and service filters (1)
• or from your Favorite Locations list (2)
  

The search fields and filters on the Request Service page allow you to quickly search for a location to return a list of nearby results.

• The Location you enter can be a city, state, zip, or exact address.
• The Advanced Filters let you select the services you need to make sure the provider you select offers the same services. 

When you find the service location you want, click [Request Service] for it from the search results table.

The Favorite Locations list allows you to select a location that you’ve previously set as a favorite. Select it from the list and click [Request Service].

See also: Save a Service Location as a Favorite

The New Search page mentioned at the top of the screen is no longer supported and will be decommissioned started August 7, 2020.

Add an Outside Service Location

If you cannot find a location to handle your request, scroll to the bottom of the Request Service For page to add an outside service location manually.

To add an outside service location:

1. Click the please use this form link at the bottom of the Request Service For: page. 
   
   
   
2. On the Add Location page, enter the location information, and click ADD LOCATION.

 

Enter the Service Information

After you select the asset and service location, you can complete the request by entering information related to the breakdown, maintenance, and repair on the Service Request page.

Breakdown Information

In the Breakdown Information section, first enter a Complaint/Fault (i.e. the reason why service is being requested. Use the Notes section to include any additional details/comments regarding the Complaint or Fault.

Primary Contact

The Primary Contact section allows you to enter the primary contact’s name and phone numbers.

The Primary Contact Relation drop-down allows you to list the primary contact’s relation to the case, including driver, fleet manager, owner, or dispatcher.

Driver/Location

In the case of a breakdown, the driver’s information can be recorded in the service request.  In the Driver/Location section, you can input the driver’s Name, Phone numbers, and Email Address along with location data such as the breakdown City, State, and down time for the asset.

VMRS Codes

If known, the Vehicle Maintenance Report Standards (VMRS) should be entered into the VMRS Codes section. VMRS provides a common language for fleets, service locations, and OEMS to communicate the specific details of the fault at hand. VMRS Information helps the dealer better understand the fault or repair, so it is always recommended to fill out as much as you know.

In the VMRS Codes section, you can build VMRS codes around the Priority, Repair Site, Reason for Repair, Complaint, System Group, System, Assembly, Component, and Position.

Asset/Trailer

In the Asset/Trailer section you can record a related asset or trailer in the service request. You can input the mileage of the related asset along with the asset #.  If the related asset is a trailer, you can record whether the trailer is loaded or not via the Trailer Loaded drop down menu on the right.

Other Information

The Other Information section allows you to enter a Purchase Order Number or Authentication Number, if it applies.

Attachments

In the Attachments section, you can attach files to the service request that will be viewable by the service location when they receive the service request. Some common examples of attachments include pictures of parts, pictures of damage, and documents.

To attach a file to the service request:

1. Drag-and-drop a file to the File field, or click CHOOSE FILE to select a file and Open it.
2. Once the file is attached, enter a Description for the Attachment.

Submit the Service Request

After you enter all the applicable information you know (along with any of the mandatory fields marked with an asterisk *), click SEND REQUEST from the top right and bottom of the Service Request page.

The service request will be sent to the service location for review.