Summary

A Read Device service request is used to enter a meter reading on a device or multiple devices on a UB customer account. For example, if a water meter and gas meter should be read on a customer account, create a read device service request to read the meters.

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 Master 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 read device service request is created using a Read Device 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 Read Device in the Service Type drop-down menu on the Service Request Code Maintenance window.

After the service request has been created, the final step of the Service Request Input Wizard allows you to print a copy of the service request (Print Request on Save toggle). The printed version of the service request can be handed to a service technician to give them a record of the service address, the customer information and the work that should be completed on the customer account. You can also print out multiple service requests at one time using the Service Requests Report (UB> Service Requests> Service Requests). The Service Requests Report allows you to print multiple service requests by criteria such as service date.

Once the service request is closed and committed (UB> Service Request> Commit), the meter readings on the service request will display on the Device stab of the customer account (UB> Maintenance> Account> Devices tab). The meter readings will not display on the device until the service request is closed and committed.

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.
  • Select a lot in this field if you would like to generate a service request for a lot that is not attached to a customer account. If you would like to generate a service request for a lot attached to a UB customer account, select that customer account in the Account Number field. If you do not know the customer account number, click the Account Number field label. This will open the Account Master Search window. Select Lot from the Search By drop-down menu and then enter information into the Search Criteria section to select the customer account by the attached lot. When a customer account is selected, the Account Number and Service Address fields will populate on the Service Request Input Wizard.
  • The Service Address field allows you to select a lot that is not attached to a UB customer account. This allows you to create a service request for a lot that is currently not attached to a UB customer account. If you enter a lot in this field that is attached to a customer account, the customer account will not populate in the Account Number field. When the Service Request Input Wizard is completed and the service request is created, the service request will not display on the customer account (UB> Maintenance> Account> Service Requests tab).
• The Request Code field is used to select the service request code that will be used to create the service request.
  • 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 Read Device 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.
    • An Add Device service request code will have Add Device selected in the Service Type drop-down menu.
  • Service request code are set up on the Service Request Code Maintenance window (UB> Maintenance> Service Request Code).
  • Default device types are attached to service request codes to reduce data entry. If the default device type attached to the service request code is attached to the customer account, that device will be automatically selected in the next step of the Service Request Input Wizard.
• Modify the service Request Date field if it is different from the current date. This field will default to the current date because the request date is also generally the date the service request is being entered.
  • If you print door hangers (UB> Service Requests> Door Hangers), the service requests that display on the report will be filtered by the value entered in the Request Date field.
• 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 meter readings entered using this service request will not display on the customer account until the service request has been changed to a Closed status and the service request has been committed (UB> Service Requests> Commit).
  • 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.
  • 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.
• 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. 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. For example, if a certain backflow device was installed to prevent a certain type of backflow hazard, that information could be entered in this field.
  • 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 when complete 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     Select the devices to enter a reading on.

• Check the toggle in the Selected column of the devices you would like to enter a reading on using the service request. If the default device on the service request code matches a device on the account, the device will already be selected.
  • Double-click a device or select a device and click the Edit button to enable the Select toggle.
  • The Device ID column will display the meter route, sequence number and serial number of the meter in the following format: route, sequence and serial.
  • By default, all devices attached to the customer account that match the default device type on the service request code will be selected. Uncheck the select toggles if you do not want to enter a meter reading on those devices.
    • Default device types are added to service request codes on the Service Request Code Maintenance window (UB> Maintenance> Service Request Codes> Device Type fields).
• If you do not select a device in the window, a device will not be added to the service request. The only information that will be attached to the service request is the customer information.
• Click the Next button or press ENTER when complete to move to the next step.

4     Enter the meter reading in the device.

• The left side of the Update step of the service request wizard will display the meter details. The right side displays the editable reading details fields.
•  The Reading Description field is used to enter a description of the meter reading. This field will display on the Meter History sub-tab for each reading on the Devices tab of the Account Master Maintenance window (UB> Maintenance> Account> Devices tab> Meter History sub-tab> Description column).
  • This is an optional field.
• The Reader Information field is used to enter information about the meter. This information is entered on the meter, not the meter reading.
  • This is an optional field.
• The Read Date field is the read date of the meter reading entered into the Reading field. This field will default to the Read Date field.
• The Read Period/Year fields are used to enter the meter read period and meter read year of the meter reading entered in the Reading field. If you bill readings by period (UB> Utilities> Setup> Billing tab> Meter Reads To Bill field> Period), make sure to enter a meter read period that has not been billed.
• The Prior Reading field will display the last reading recorded on the meter.
• If the device you are adding to the account is a meter, enter an initial meter reading in the Reading field.
• The Consumption field will calculate the consumption amount based on the new reading and the prior reading on the meter.
• Click the Next button or press ENTER when complete to move to the next step.

5     Complete the Service Request Input Wizard.

• The Final Account Information step will display after the meter reads have been entered on the devices being removed from the account.
• 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 to complete the wizard.
• The service request has been completed.