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Service Requests

Service Requests capture ad-hoc service needs—customer calls, technician recommendations, and unscheduled work that doesn't come from a PM agreement.

When to Use Service Requests

Create a Service Request when:

  • A customer calls with a problem
  • A technician notices something during a PM visit
  • You need to follow up on a quote
  • Any unscheduled work is needed

What's in a Request?

Each Service Request includes:

  • Customer — Who needs service
  • Title — Brief description of the issue
  • Description — Detailed information about the problem
  • Source — How the request originated
  • Requested Date — When the customer wants service

Request Sources

Track where requests come from:

Source When to Use
Customer Call Customer phoned or emailed the request
Technician Recommendation Technician found an issue during another service
Quote Approved Customer approved a previously quoted repair

Tracking sources helps you understand your service patterns and identify which technicians are generating follow-up work.

Creating a Request

  1. Navigate to Service Requests
  2. Click Add Request
  3. Select the customer
  4. Enter title and description
  5. Select the source
  6. Set requested date if the customer specified one
  7. Save

Tip: Be specific in the description. "Compressor making noise" is less helpful than "Loud grinding noise from IR rotary screw on startup, customer reports it started Monday."

Request to Service Workflow

When you create a Service Request, Saite automatically creates a linked Service:

  1. Request Created — Logged when the call comes in; a Service is created immediately
  2. Schedule the Service — Use the Schedule page to assign a date and technician
  3. Work Performed — Technician completes the job and records what was done
  4. Service Closed — Work is reviewed and finalized; the request closes automatically

The request stays linked to the service, so you can always trace back to the original call.

Note: Because a Service is created automatically, you can go straight to scheduling. No need for a separate "create service" step.

Viewing Requests

The Service Requests page shows all open requests. Use filters to find:

  • Requests by customer
  • Requests by source
  • Requests by date range

Request Status

Service Requests are managed through their linked Service:

  • Open — The request is active and awaiting work
  • Closed — The linked Service was completed; the request closes automatically

You don't need to manually close requests—completing the Service handles it.

Best Practices

  • Log requests immediately — Don't wait, capture details while fresh
  • Be descriptive — More detail helps the technician
  • Track the source — Helps identify patterns (e.g., many technician recommendations may indicate equipment issues)
  • Set realistic dates — If the customer needs it "ASAP," note that in the description
  • Schedule promptly — Head to the Schedule page to assign the new service to a date