Summary

Final Account service requests are used to input a final read on a device, enter the forwarding address on the account and add the customer account to the Final Accounts window on the Final Billing palette. Once a UB customer account displays in the Final Accounts window (UB> Final Billing> Final Accounts), the account can be processed in the Final Account Wizard. This is an optional service request because you can run the Final Account Wizard on a UB customer account from the Account Master Search window (UB> Maintenance> Account> Delete icon) without processing a final account service request 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 final account service request is created using a Final 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 final account service request by selecting Final Account 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.

The meter readings added to the service request will not post to the UB customer account until the service request code is committed (closed service requests can be committed in UB> Service Requests> Commit). Once the final account service request has been committed, the customer account will also display in the Final Accounts window (UB> Final Billing> Final Accounts).

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 comprised 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.
  • 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. 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.
• 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 Final 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 final account service request code will have Final Account selected in the Service Type drop-down menu.
  • Service request codes are set up in UB> Maintenance> Service Request Code.
• The 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.
  • When the UB customer account is finaled using the Final Account Wizard (UB> Final Billing> Final Accounts), the Final Date on the account will default to the value entered in this 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 device being installed on the customer account will display on the Devices tab of the UB customer account even when the service request has an Active status (UB> Maintenance> Account> Devices tab). The device will not be installed on 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.
  • 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 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, Final an 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. For example, a Service Performed Description note might read The meter reading has been estimated because a car was parked in front of the meter.
  • 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 continue.
• If you would like to exit the Service Request wizard, click the Cancel button on any step in the process.

3     Select the devices you would like to enter a final meter reading on.

• You do not have to select a device if you do not want to enter final meter readings on the UB customer account. The UB customer account will still display in the Final Accounts window when the service request is committed.
• Check the Select toggle of each device you would like to enter a meter reading on.
  • Select as many devices as you would like. You can enter a meter reading on multiple meters 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 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 to continue.

4     Enter the final meter readings.

• 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.
• Enter a meter reading on the devices that will be removed from the account. A separate window will open for each device that will be removed from the account.
• 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 to continue.
• Repeat the process outlined above for any additional meters that are being finaled.

5     Enter the forwarding address on the account.

• The final step of the Service Request Input Wizard is used to enter the forwarding address on the account. The forwarding address will replace the address on the customer account.
• Check the Print Request on Finish toggle to automatically generate a printed service request after finishing the wizard.
• Click the Finish button or press ENTER when complete.
• The service request has been completed.
• The final meter readings entered on the service request will not display on the Devices tab of the UB customer account (UB> Maintenance> Account> Devices tab) until the service request has been closed and committed.
  • The service request can be closed by manually changing the service request to a closed status using the Service Request Input Wizard or by clicking the Close button in the data grid header on the Service Requests window (UB> Service Requests> Input> Close button). The close date of service requests closed using the Close button on the Service Request window will be the current date.
  • Service requests are committed in UB> Service Requests> Commit. Only closed service requests can be committed.
• The UB customer account will display in the Final Accounts window (UB> Final Billing> Final Accounts) once the final account service request has been completed.