Summary

A Remove Device service request is used to remove a device or multiple devices from a UB customer account. For example, if a water meter should be removed from a customer account, create a remove device service request to remove the meter. If the removed device is a meter, the final reading on the removed meter will be entered on the service request. A remove device service request will only remove the device from the customer account; it will not disconnect the service and service rates on the account.

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

When a Remove Device service request has an Active or Closed status, the status of the devices attached to the service request will not change and the meter readings attached to the service request will not be added to the devices. If the service request is deleted, any meter readings on the service request will be also be deleted and the device will not be removed from the account.

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 committed (UB> Service Request> Commit), the devices on the service request will be removed from the account and the meter readings on the service request will be posted to the device. The Connection status of the device will change to Removed (UB> Maintenance> Account> Devices tab> Status column), and the Inventory Status of the device will change to Testing (UB> Maintenance> Device> Device tab> Device section> Inventory Status field).

When the Service Request Input Wizard is launched from the Devices tab of the Account Master Maintenance window (UB> Maintenance> Account> Devices tab), the default service request code attached to the Device Type Maintenance window (UB> Maintenance> Device Type> Device tab> Default Remove field) may populate on the Service Request Input Wizard. Service request codes can be attached to device types so that when a specific type of service request (add, remove, change-out) is performed on a certain device type, the service request will populate with a default service request code. For example, if all water meter devices should be removed with a certain remove device service request code, you can attach that service request code to all water meter device types. When a user clicks on the Remove icon on the Devices tab of the Account Master Maintenance window (UB> Maintenance> Account> Devices tab), the default remove device service request code attached to the device type will populate on the Service Request Input Wizard. This is an optional feature, so there may not be default service request codes set up on the device types.

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 if you are opening 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. 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 remove 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.
    • A Remove Device service request code will have Remove Device 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).
  • If there is a default device type attached to the selected service request code, that device will automatically be selected if it is attached to the customer account. For example, if a specific water meter device type is attached to the service request code, that device water meter will be selected if it is attached to the customer account. This allows you to reduce data entry if a service request code is generally performed on a certain device type.
• 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.
  • If you print door hangers (UB> Service Requests> Door Hangers), the service requests that display on the report will be filtered by the date 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 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, the 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     Select the device that will be removed from the account.

• Check the Selected toggle of each device you would like to remove from the account.
  • Double-click a device or select a device and click the Edit button to enable the Select toggle.
  • You can remove as many devices from the customer account at one time on a single service request.
  • 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.
• If you do not select a device in the window, a device will not be attached 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 to move to the next step.

4     Enter a reading for each device that is being removed from the account.

• Enter a meter reading on the devices that will be removed from the account. A separate step will open for each device that will be removed from the account.
• The Read Date field will default to the current date. Modify this value if it does not apply.
• The Read Period and Read Year fields are used to enter the meter read period and year of the meter reading.
  • If you generate billings by meter read 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. If the meter read period entered in these fields has already been billed, the consumption entered in the Consumption field will never be included in the next billing.
• The Prior Reading field will display the last reading recorded on the meter. If the meter was installed on a previous account, the final reading on that account will display in this field.
• Enter the final meter reading on the device in the Reading field. The Consumption field will display the consumption amount based on the values in the Prior Reading and Reading fields.
• 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. Change the status of the service request to Closed when the service is complete, and then commit the service request to remove the device from the customer account.
• Once the service request is committed (UB> Service Requests> Commit), the device will be removed from the customer account. If the service request code is set up as an auto-commit service request (UB> Maintenance> Service Request Code> Auto Commit toggle), the service request will be committed as soon as it is changed to a closed status.
  • You will still be able to view the device from the Account Master Maintenance window (UB> Maintenance> Account> Devices tab), but the device will have a Removed connection status.
  • The Inventory Status of the removed device will change to Testing (UB> Maintenance> Device> Device tab> Device section> Inventory Status drop-down). Devices with a Testing inventory status can still be attached to customer accounts using an Add Device service request code.