Requests

Search for Customers by Phone Number?

Searches the Customer module for Contact and Address data associated with the phone number the user entered. The information produced by the search is used to complete fields on the Work Order Request module's Customer tab. This feature helps speed data entry.  

If this function is disabled:

• The Request will not search for any previous requests using the same phone number.
• It will not search for open requests for a particular phone number when adding a new request; and
• It will not collect customer data from the Customer module.

Note:  If No is selected, users can still search for customers based on phone number by pressing F8 in the Phone Number field. The F8 function only works in the first Phone Number field on the first tab of the WO Request module; it does not apply to the phone number fields at the bottom of the screen.

Search for Customers by Contact?

Searches the Customer module for data associated with the Contact the user entered. The information produced by the search is used to complete fields on the Work Order Request module's Customer tab. This feature helps speed data entry.

If this function is disabled, the Request will not search for any previous requests with the same Contact information.  

Note:  If No is selected, users can still search for customers based on Contact information using the F8 key.

Search for Customers by Account?

Searches the Customer module for data associated with the Account Number the user entered. The information produced by the search is used to complete fields on the Work Order Request module's Customer tab. This feature helps speed data entry.

If this function is disabled, the Request will not search for any previous requests with the same Account Number.  

Note:  If No is selected, users can still search for customers based on account information using the F8 key.

Update Customers from Requests

Prompts the user to update the Customer database if the customer data entered in a new WO Request does not match any existing records. If the user responds Yes to the prompt, the system automatically adds a new record to (or updates an existing record in) the customer database using data from the Request form.

Note: This option does not apply if the Eden Customer Database Integration option is enabled.

Look for Requests by Request Phone Only

Searches for duplicate requests using only the Request Phone Number. This option helps prevent duplicate prompts during data entry.

Search for Customers by Parcel Number

Searches the Customer module for customer data associated with the Parcel Number the user entered. The information produced by the search is used to complete fields on the Work Order Request module's Customer tab. This feature helps speed data entry.  

If this function is disabled, the Request will not search for any previous requests with that same Parcel Number.  

Note: If No is selected, users can still search for customers based on Parcel Number using the F8 key.

Auto Update Request Status when WO Complete

Updates the Status in the Request module to Completed, On hold, or Canceled when all Work Orders associated with the request are listed as Completed, On hold, or Canceled.

Find Duplicate Request by Category Codes?

Searches for potential duplicate WO Request records based on the Category code and streamlines the process of consolidating the duplicates.

Users press the F3 key within the Category field to see a list of requests with the same Category code. If the user determines that any of these requests relate to the same problem, he or she can select those records and merge them into the current one.

Example: 15 people call to report the same pothole.  The user documenting the most recent request uses the F3 key to identify similar records and merge any duplicates.  Thus, information on the 15 callers is stored in the Requesters tab of the current record, and any duplicate requests are deleted.  

For more information on the F3 function, see the Work Requests help guide.

Find Duplicate Request by Problem Code?

Searches for potential duplicate WO Request records based on the Problem code and streamlines the process of consolidating the duplicates.

Users press the F3 key within the Problem field to see a list of requests with the same Category code. If the user determines that any of these requests relate to the same problem, he or she can select those records and merge them into the current one.

Example: 15 people call to report the same pothole.  The user documenting the most recent request uses the F3 key to identify similar records and merge any duplicates.  Thus, information on the 15 callers is stored in the Requesters tab of the current record, and any duplicate requests are deleted.  

For more information on the F3 function, see the Work Requests help guide.

Find Duplicate Request by Address Block?

Searches for potential duplicate WO Request records based on the block of the Address and streamlines the process of consolidating the duplicates.

Users press the F3 key within the Address field to see a list of requests within the same block. If the user determines that any of these requests relate to the same problem, he or she can select those records and merge them into the current one.

Example: 15 people call to report the same pothole.  The user documenting the most recent request uses the F3 key to identify similar records and merge any duplicates.  Thus, information on the 15 callers is stored in the Requesters tab of the current record, and any duplicate requests are deleted.  

For more information on the F3 function, see the Work Requests help guide.

Address Block Range

Enables an administrator to set a numerical value indicating the address block range.  This feature works in conjunction with the Find Duplicate Request by Address Block option.

Find Duplicate Request by Date Range?

Searches for potential duplicate WO Request records based on a Date range and streamlines the process of consolidating the duplicates.

Users press the F3 key within the Date field to see a list of requests made during a particular date range. If the user determines that any of these requests relate to the same problem, he or she can select those records and merge them into the current one.

Example: 15 people call to report the same pothole.  The user documenting the most recent request uses the F3 key to identify similar records and merge any duplicates.  Thus, information on the 15 callers is stored in the Requesters tab of the current record, and any duplicate requests are deleted.  

For more information on the F3 function, see the Work Requests help guide.

Date Range

Enables an administrator to set a numerical value indicating the date range. This option works in conjunction with the Find Duplicate Request by Date Range option.

Disable Street Validation for Citizen Requests

Allows those using the Citizen Web Requests feature in the Web application to input street locations that are not in the Street Name List. This option is turned off by default.

Note: If a Work Order is created from a Request with an unvalidated street, the address will be moved to the General Location field of the Work Order.

Automatically fill Home Phone# from Phone#

Copies data from the Phone Number field to the Home Phone Number field.

Automatically Assign Meter # on Create WO

Directs the Request module to search the Meter Location Inventory for the correct meter to attach to the Meter Install Request before creating the Work Order.

Prevent WO Creation on Meter Installs if Meter # not present

Allows the system to create a work order although the meter location number has not been specified.

Meter Install Problem Code

Specifies a code from the Problem module that enables the Requests module to distinguish Meter Install Requests from other types of requests.

Automatically Create a meter Location for Meter Install if one does not exist

Creates a new Meter Location record using the Request Location address if the system cannot find the meter in the Meter Location Inventory. This function operates in conjunction with the Automatically assign Meter # on Create WO option.

Prefix For New Meter Numbers

Specifies the prefix that should appear before the system-generated record number when a user creates a New Meter Location record.

Use Combined Contact Address

Provides a combined name and address lookup for custom customer lookups.

Always Refresh Request after Creating a Work Order

Directs the system to refresh the Request record after a Work Order is created from a Request. The work order then appears on the Request's Tracking tab.

Special F7 Lookup Functionality

Enables the user to search for existing Requests that fall within a set of address criteria. Users press the F7 key within the Location Address field to launch the tool. When this option is disabled, the system only searches for requests at the given address.

Automatically Search for Existing Request

Automatically searches for existing Requests without the user pressing F7.

Note: The Special F7 Lookup Functionality must be enabled for this option to operate correctly.

Require Building Number for Updating or Adding Customer Address

Requires the user to complete the Building Number portion of the Address field when creating a Request that generates a new record (or updates an existing record) in the Customer Address module.

Disable Request overdue notifications

Prevents distribution of all Request Overdue notifications.

Use Category Level Security

Enables administrators to control which types of Requests each employee can view and edit based on Work Category of the Request. (For example, sewer employees need full access to Sewer records; however, they do not need full access to Water records.) Requests that do not have a defined Category may be edited by all users.

An administrator can set Category Level Security for the user In the Employee module. The administrator can specify which security level each user has access to (Add/Edit/Delete, Edit Only, View Only, etc.) for each work category.

Note:  Each employee must have a Login ID defined in the Employee Setup module when security is enabled.

Note: For more information on this security setting, see the Category Level Security topic in the Work Flow Setup > Employee module.

Thank you Notification

A notification sent out when a request record is created and saved. The email is sent to the customer Email address listed on the request record.

Notification Completed

A notification sent out when a request's status is changed to Closed (code > 950) and saved. The email is sent to the customer Email address on the request record.

Integration of Eden Customer Database

Enable this to allow users to search through the Eden Customer database when adding Work Requests.

Search Parcel Owners (In Addition to Customers)

Enable this to allow users to search through the Eden Parcel owner database in addition to the Customer database when adding Work Requests.

Status Tracking

Enable to track changes to the Work Request Status field.

Priority Change

Enable to track changes to the Work Request Priority field.

Supervisor Change

Enable to track changes to the Work Request Supervisor field.

Follow Up Date Change

Enable to track changes to the Work Request Follow Up Date field.

Category Change

Enable to track changes to the Work Request Category field.