Service requests

The service desk captures every after-sales job against a customer with a unique enquiry number, and tracks it through a clear lifecycle until it is completed and ready to invoice.

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Add a short GIF here: raising a service request end to end, picking the customer and Pump/Valve stream, entering the date and description, saving, and the new enquiry number appearing in status Open.

Raise a service request

1. Open Service desk and click New request.
2. Choose the customer (must be an existing customer in your organisation).
3. Choose the process stream: exactly one of Pump or Valve.
4. Enter the request date and a description.
5. Optionally link the related equipment/item and set the agreed service amount. When the job is linked to a service costing, the amount comes from there; otherwise you enter it manually.
6. Click Save.

On save, the request is assigned a unique, sequential enquiry number (for example SR-2026-0001) that is never reused, and it starts in status Open.

The process stream is mandatory, and a customer that does not belong to your organisation is rejected.

Move a request through its lifecycle

Requests follow a fixed lifecycle:

• Open → In Progress
• In Progress → Completed
• Open or In Progress → Cancelled

Completed and Cancelled are final, no further change is allowed. Only a Completed request can be invoiced.

1. Open a request.
2. Use the status control to move it to the next valid status.
3. Invalid moves, such as jumping straight from Open to Completed, or changing a Cancelled request, are rejected with a clear message.

The current status is shown on both the list and the detail view.

Every change is audited

Creating a request and every status change writes an immutable audit entry recording who made the change, the from- and to-status, and the timestamp. These entries can never be edited or deleted. Open a request’s detail view to see its full status history in order. You only ever see your own organisation’s audit history.

Edit a request

You can correct a request’s details, but not after it has been billed.

1. Open a request and click Edit (requires service-desk write permission).
2. You can change the description, equipment/item, request date and amount.
3. The enquiry number and customer cannot be changed after creation.
4. Once an invoice exists for the request, the amount is locked.

Users without write permission cannot edit, change status or invoice a request.

Find requests

The service-order list

1. Open Service desk. The list shows enquiry number, customer, request date, status and total amount, newest first, and is paginated.
2. Search by enquiry number or customer.
3. Click a row to open its full detail, including the status history.

Only your organisation’s requests appear.

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Add a screenshot here: the service-order list with enquiry number, customer, date, status and amount, and the date-range / Pump-Valve-All / status filters.

Filter the list

Combine these filters (they apply together, and to exports too):

• Date range: requests whose request date falls within the from, to range, inclusive.
• Process tabs: Pump, Valve or All.
• Status: one or more statuses.

If nothing matches, you see a friendly “no requests match” message. An invalid date range (from later than to) is rejected with a clear message.

Next step

When a request is Completed, you can raise a GST-correct invoice for it, see Service GST invoice.