Summary

A New Account service request is used to change the status of a UB customer account from Suspended to Active status (UB> Maintenance> Account> Account tab> Account Status field). When an account is created using the New Account Wizard, by default the status of the created account is Suspended. In order to change the account to Active status, you can either process a New Account service request or change the account status manually on the Account Maintenance window (UB> Maintenance> Account> Account tab> Account Status field).

All service requests are created using the Service Request Input Wizard. The Service Request Input Wizard can be launched from the Service Requests tab on the Account Maintenance window (UB> Maintenance> Account> Service Requests tab), the Devices tab of the Account Master Maintenance window (Add Device, Remove Device, or Change Device), and from the service request Input window (UB> Service Requests> Input> Add).

A new account service request is created using a New Account service request code. Service request codes are created and maintained using the Service Request Code Maintenance window (UB> Maintenance> Service Request Code). A service request code is set up as a remove device service request by selecting Remove Device in the Service Type drop-down menu on the Service Request Code Maintenance window.

When the new account service request is created, the status of the customer account will stay as Suspended. Once the service request has been closed and committed, the status of the customer account will change to Active. Service requests can be changed to a closed status using the Service Requests window (UB> Service Requests> Input) and can be committed using the Commit window (UB> Service Requests> Commit). Only closed service requests will display in the Commit window.

Step by Step

1     Open the Service Request Input wizard (UB> Service Requests> Input> Add button).

• You can also create a service request from the customer account maintenance window (UB> Maintenance> Account> Service Requests tab> New Service Request button).

2     Enter the customer and service request information.

• The Request Number field will only display a service request number when you open an existing service request. This field will not be enabled.
  • The service request number is made of three parts: request number, request month and request year, and is similar to the batch numbering system. The request number increments with each service request generated and identifies a unique service request within a specific request month and request year. The request month and request year portions of the service request number will populate with the month and year the service request was generated. Changing the request date on the service request will not affect the service request number assigned to the service request.
• Enter a customer number and sequence number in the Account Number field or click the Search icon   in the field to select a customer account from a list.
  • You may also locate a customer account number by clicking the Account Number field label.
  • If you have launched the Service Request Input Wizard from the Account Master Maintenance window (UB> Maintenance> Account> Service Requests tab> New Service Request button), the Account Number and Service Address fields will populate with the information of the customer account the wizard was launched from.
• The Service Address field is used to select the service address of the service request. The service will be performed on this lot. If you have already selected a UB customer account in the Account Number field, the lot attached to the selected UB customer account will populate in the Service Address field.
  • This field does not apply to New Account service requests.
• The Request Code field is used to select the service request code that will be used to create the service request. This field might be populated if the Service Request Input Wizard was launched from the Devices tab of the Account Master Maintenance window.
  • Click the Request Code field search button   to select a service request code from a list. This will open the Service Request Code Selection window.
  • Select a new account type service request code.
  • If you would like to view the information attached to the service request codes, hover the mouse over the right border of the Service Request Code Selection window. When the border becomes highlighted, left click on the border to display the Maintenance section of the window. The Maintenance section will display all of the information associated with the highlighted service request code.
    • A new account service request code will have New Account selected in the Service Type drop-down menu.
  • Service request codes are set up on the Service Request Code Maintenance window (UB> Maintenance> Service Request Code).
• The Service Request Date field is used to enter the date the service was requested. This field will default to the current date because the request date is also generally the date the service request is being entered.
• The Charge field is used to set the billable amount on billable service requests (service requests that result in a billable charge). The Charge field will populate with a value if the service request code selected in the Request Code field is set up as a billable service request.
  • The Charge field will default to the flat amount attached to the fee code on the service request code. Modify the amount in this field or change the amount to zero to eliminate the charge on the service.
    • If you change the Charge field to zero, the charge on the service request will be zeroed out. When charges are generated on billable service requests (UB> Cash Receipts> Bill Service Requests), the zero amount service request will still display in the Bill Service Requests window but no charges will be generated on the account.
  • A service request code is set up as billable if there is a fee code attached to it (UB> Maintenance> Service Request Code> Fee Code field).
  • The billable service request will not generate a charge on the customer account until the service request is processed in the Bill Service Requests window (UB> Adjustments and Fees> Bill Service Requests).
• The Status field is used to define the status of the service request. The Status field will default to Active. The devices selected on the Remove Device service request will not be removed from the customer account until the service request has been closed and committed.
  • Change the status of the service request to Cancel if the service request has been canceled.
    • Canceled service requests can still be edited and reported on.
  • Change the status of the service request to Closed if the service has already been performed and you would like to be able to commit the service request. Only closed service requests can be committed (UB> Service Requests> Commit).
    • Changing the status of the service request to Closed will populate the Close Date field with the current date.
    • If the service request code selected in the Request Code field is set up as an auto-commit service request code (UB> Maintenance> Service Request Code> Auto-Commit toggle), the service request will be committed when the Service Request Input Wizard is complete if the status of the service request is Closed.
  • Change the status of the service request to New if your organization uses that service request status in your workflow.
    • Service requests are automatically set to New status when they are generated by a citizen through CivicPay Online.
  • Change the status of the service request to Void if the service request was mistakenly created.
    • Voided service requests can still be edited and reported on.
• The Service Date is the date that the service will be performed on the customer account. This field will populate with the current date plus one.
  • The service date will be used as the install date of the device when the new device is installed on the customer account.
• The Close Date is the date that the service request is changed to a Close status. This field will populate with the current date when the status of the service request code is changed to Closed.
• The User Name field defaults to the Springbrook application user account you are logged in with.
• The WO Number field will only display a work order number if the Service Request Wizard is launched from the Work Order Maintenance window.
  • If the Request Code selected above is associated with a recurring estimate, a work order will be generated when the Service Request Wizard is completed.
    • Once the service request is generated, the WO Number field will display the work order generated by the attached recurring estimate.
  • By associating a service request with a recurring estimate, you can automatically create a new work order to address the needs of the service request. For example, your organization may need to create a work order to dispatch a technician every time a water meter needs to be changed. In order to automate the work order creation, you would follow these steps:
    • Create a recurring estimate that includes the labor, equipment, material and service expenses that are associated with the meter changeout. Recurring estimates are created and maintained on the Recurring Estimate Maintenance window (WO> Recurring Estimates> Recurring Estimates).
    • Attach that recurring estimate to the Service Request Code that identifies the service request as a meter changeout.
    • When this service request is created and committed using that service request code, a new work order will be automatically created to dispatch the technician.
• The Assigned To field is used to assign a Springbrook user to the service request.
• The Service Request Description field is used to enter a description of the type service that will be performed. For example, this field might read Remove the water meter on the account. The Service Request Description field will populate with the description of the service request code, but you can add to or modify the text in the field.
  • The Description of the service request code is set up on the Service Request Code Maintenance window (UB> Maintenance> Service Request Code> Description field).
  • The service request description will display on the printed version of the service request in the Request Description field (UB> Service Request> Service Requests).
  • If the service request was generated by a citizen through CivicPay Online, the field label will be displayed in bold and read "Service Request Description - PUBLIC RECORD". Please be aware that any edits to the service request description on a service request generated through CPO will be visible to the public.
• The Service Performed Description field is used to enter notes on the work that was completed on the service request.
  • The service performed description will display in the Service Description field on the printed version of the service request (UB> Service Request> Service Requests).
• Click the Save button drop-down menu and select Save and Close or Save and Print at any stage of the Service Request Wizard to save the service request.
• Click the Next button   or press ENTER to move to the next step.
• If you would like to exit the Service Request wizard, click the Cancel button on any step in the process.

3     Complete the Service Request Input Wizard.

• The Final Account Information step will display.
• The fields in the Final Account Information step will only be enabled if you are creating a final account service request.
• Click the Finish button or press ENTER when complete.
• The service request has been completed.
• The status of the service request will not be changed to Active until the service request is closed and then committed (UB> Service Requests> Commit).