• Documentation
• Processing Tickets
• Managing Service Requests

Managing Service Requests

EnOS Mobile Application synchronizes service requests from EnOS Work Management. Service requests are usually used to report issues to the operator team or submit O&M requests. For example, when monitoring staff discover that a device has generated an alert or another abnormality, they can submit the problem to the site O&M team for handling by creating a service request. With EnOS Mobile Application, application users can create, view, and review service requests on their mobile devices. If further processing is needed, application users can create follow-up work orders. Otherwise, application users can close service requests.

Note

EnOS Mobile Application supports custom configuration of service request fields and workflows. This article uses the default service request configuration as an example, which may be different from your actual interface. For custom configurations, contact the system administrator.

The default service request workflow is shown below:

Where:

• The blue box is the node of the workflow. After the user completes the operation for the current node, the ticket moves to the next node.

• The grey box is the ticket status after it passes through the node and the operation is complete.

Prerequisites

• You have downloaded and installed the EnOS Mobile Application.

• This OU has purchased and deployed EnOS Work Management.

• Your account has been assigned the required asset permission and the menu groups containing the Service Requests menu. If not assigned, contact the application administrator.

Creating Service Requests

1. Log in to EnOS Mobile Application.

2. Select the Apps tab, and select Service Requests on the menu list.

   Note

   The menu name in your applications might be different from the name in this article, because of the customization on menu names for Mobile Application menus. For more information, contact the application administrator.

3. Select the plus sign (+) icon in the upper right corner to create a service request.

4. Enter the following information and select OK.

Name	Required/Optional	Description
Title	Required	Enter the title of this service request.
Site	Required	Select the site corresponding to this service request. You can search sites by name.
Device	Required	Select the device in the specified site. You can search devices by name.
Priority	Optional	Select the priority of this service request, supporting High, Medium, Low, and Not Specified (Default).
Estimated Effort	Optional	Enter the estimated effort required to complete this service request.
Due Date	Required	Select the deadline date for the service request. Service Requests that remain open after the due date will appear with the Overdue tag.
Planned Start	Optional	Select the planned start date for this service request.
Planned End	Optional	Select the planned end date for this service request.
Description	Optional	Enter the description of this service request.
Actual Cause	Optional	Enter the actual causes of the associated problem or O&M demands.
Resolution Notes	Optional	Provide resolution or note information to solve the problem.
Files	Optional	Upload files such as images or excel tables as reference information for this service request.

Processing Service Requests

1. Log in to EnOS Mobile Application.

2. Select the Apps tab, and select Service Requests on the menu list.

3. (Optional) You can search for target service requests using the top search bar, or filter service requests in batches using the filters below the search bar.

4. Select the target service requests in the service requests list to enter the page of service request details.

Editing Service Requests

Application users can edit the following information on the page of service request details.

• On the Details tab, select the fields with the right arrow icon to edit the fields, such as devices, priority, planned start time and planned end time.

• On the Files tab, select Add Attachment to upload pictures, tables, and other files as reference information for this service request.

After editing service request details, you need to select the Save button to apply the changes.

Transitioning Service Requests

Application users can transition service requests by the following steps to terminate the current task node and advance service requests to the next node:

1. Select Transition on the page of service request details.

2. In the Action section, select the appropriate action item to transition the service request to the next node.

3. (Optional) In the Notes section, you can enter additional information as references, such as date or reason.

4. Select OK to transition the service request.

Assigning Service Requests

Application users can assign the current task node of a service request to a specific user or user group by the following steps:

1. Select Assign on the page of service request details.

2. On the Assign Current Assignee page, assign the work order by the following ways:

   • In the Assign to a Single User section, assign this service request to a specific user.

   • In the Assign to a Group section, assign this service request to user groups.

3. (Optional) In the Notes section, you can enter additional information as references, such as date or reason.

4. Select OK to assign the service request.