Adding or Editing a Service Request

To add or edit a service request:

Navigate to Services > New Service Request.

Alternatively, search and open an existing service request.

You can search for a specific service request type if required.

The Service Request screen is displayed.

Enter details of the request.

The fields on the Service Request screen are described in the following table.

This field	Holds this information...
Request Number	An automatically generated, unique reference number for the service request. This field is mandatory.
Caller	The Contact making the call. Select from the drop-down list. This field is mandatory. Click the Create a Contact Full List button (revealed by hovering over the Caller field) to create a new contact.
Contact Number	The caller's contact number.
Room	The room associated with the request. Select from the drop-down list.
Location	The location of the call subject, if appropriate. This field is mandatory. Click the Location button to display the Select location window. Use the level selector to select the relevant room, floor, zone, building, site or business unit.
Request Taken	The date and time that the request was made.
Date Logged	The date that the request was recorded.
Taken By	The identity of the user recording the call.
Caller Source	The contact method used by the caller. Select from the drop-down list. These can be defined in Caller Source Reference Data (accessed by navigating to Services > Service Request).
Home	The request type: Equipment Booking Hospitality Key Maintenance Portering Taxi A request type is mandatory.

Equipment Booking Request Type

Equipment booking requests can be used to store information about reserved items.

Navigate to Tools > System Options > Service Options > Equipment Booking to define equipment booking request options.

To add an Equipment Booking request:

Add a new Service Request and select the Equipment Booking request type.

Alternatively, you can search for and edit an existing Equipment Booking request.

The Equipment Booking tab is displayed.

Click Report of all resource bookings within date range to produce a report of all resource bookings within the date range specified in the calendar.

Select the relevant period that you want to display from the drop-down list (for example: Day, Week, Work Week, Month, Timeline, or Grid View) and then select the date(s) from the calendar.

Click Hide unrelated bookings if you want to hide bookings that are unrelated to the current booking.

Click the Select Resource(s) button.

The Resource Picker window is displayed.

Select the relevant resources and then click the OK button.
Double-click the relevant timeslot. Alternatively, right-click the relevant timeslot and select New Resource Booking from the list of options.

The Resource Booking window is displayed.

Enter details of the request.

The fields on the Resource Booking window are described in the following table:

This field	Holds this information...
Booking Number	A unique, automatically generated number.
Confirmed	Whether the booking is confirmed.
Subject	A description of the booking. This field is mandatory.
Agency	The Agency making the booking. Select from the drop-down list or type into the field. Click the Create an Agency button to create a new agency.
Contact	The Contact making the booking. Select from the drop-down list or type into the field. Click the Create a Contact Full List button to create a new contact.
Event	The event is associated with the booking. Select from the drop-down list. These can be defined in Events Reference Data (accessed by navigating to Resource Booking > Resource Booking).
Type	The booking type. Select from the drop-down list. These can be defined in Booking Type Reference Data (accessed by navigating to Resource Booking > Resource Booking).
Note	Any notes about the booking?
Start	The start date and time of the event booking, and any setup time required. Select from the drop-down list.
End	The end date and time of the event booking, and any clean-up time required. Select from the drop-down list.
Booking Frequency	The frequency of the booking. Click the Booking Frequency button to open the Booking Scheduler window. Select the Schedule Type from the following options: One-Off Daily Weekly Monthly
Resource	The resource name.
Cost Centre	The cost centre associated with the booking. Select from the drop-down list. These can be defined in Cost Centre Reference Data (accessed by navigating to Functions > Core > Reference Data > Core).

When you create a new Equipment Booking request, the following options are added to the Tasks panel:

When you view an existing Equipment Booking request the following options are added to the Associated Items panel:

Original Service Request

Hospitality Request Type

Hospitality requests can be used to manage service bookings.

Navigate to Tools > System Options > Service Options > Hospitality to define hospitality request options.

To add a Hospitality request:

Add a new Service Request and choose the Hospitality request type. Alternatively, you can search for and edit an existing Hospitality request.

The Hospitality tab is displayed.

Enter details of the request.

The fields on the Hospitality tab are described in the following table.

This field…	Holds this information...
Service Location	The location where hospitality is required. This field is mandatory. Click the Location button to display the Select location window. Use the level selector to select the relevant room, floor, zone, building, site or business unit.
Description	The description of the hospitality task. This field is mandatory.
Service Type	The service type. Select from the drop-down list. This field is mandatory. These can be defined in Service Types Reference Data (accessed by navigating to Resource Booking > Resource Booking).
VAT	The Value Added Tax (VAT) rate is associated with the request. Select from the drop-down list.
Quantity	The number of individuals requiring hospitality.
Unit Cost	The cost of hospitality per unit.
Service Data	The date of service. Select from the drop-down list.
Service Time	The time of service. Select from the drop-down list.
Note	Notes related to the hospitality activity.

Click Save.

When you create a new Hospitality request, the following options are added to the Tasks panel:

When you view an existing Hospitality request the following options are added to the Associated Items panel:

Original Service Request
Audit Trail

Key Request Type

Key requests can be used to manage the creation or assignment of keys.

Navigate to Tools > System Options > Service Options > Key to define key request options.

To add a Key request type:

Add a new Service Request and choose the Key request type. Alternatively, you can search for and edit an existing Key request.

The Key tab is displayed.

Enter details of the request.

The fields on the Key tab are described in the following table:

This field…	Holds this information...
Authoriser	The Contact authorising the request. Select from the drop-down list or type into the field. This field is mandatory. Click the Create a Contact Full List button to create a new contact.
Authoriser Email	The authoriser's email address.
Authoriser Phone	The authoriser's telephone number.
Key Detail	The key details associated with the request. This field is mandatory.
Events	The events associated with the request.

Click Add Key to add a record.

The Key Detail window is displayed.

The fields on the Key Detail window are described in the following table:

This field…	Holds this information...
Key Request ID	An automatically generated, unique reference number for the key request. This field is mandatory.
Key Type	The type of key. Select from the drop-down list. This field is mandatory. These can be defined in Key Type Reference Data (accessed by navigating to Business Continuity > Key > Key).
Quantity	The quantity of keys associated with the request.
Room	The room is associated with the key. Select from the drop-down list. This field is mandatory.
Location	The location where the key is required. This field is mandatory. Click the Location button to display the Select location window. Use the level selector to select the relevant room, floor, zone, building, site or business unit.
Comments	Comments associated with the request.
Status	The status of the request. Select from the drop-down list.
Key Number	The number associated with the key.
Copy Key	Whether to make a copy of the key.

Click OK.
Click Add Predefined Event to add a pre-defined event.

The Select window is displayed.

Select the relevant event.
Click OK.
Click Add Event to add an event.

The Event window is displayed.

The fields on the Event window are described in the following table:

This field…	Holds this information...
When	The date of the event.
Status	The event status.
Linked Key	The key request identification number.
Description	The description of the event.
Comment	Comments about the event.
User	The K2 user that the event is assigned to.
Notify	Whether to define an event notification.
Notification date	The notification date and time.
Notify in	The notification schedule.
Last edited by	The user to last update the event.

Click OK.
Click Save.

When you create a new key request, the following options are added to the Tasks panel:

When you view an existing Key request the following options are added to the Associated Items panel:

Original Service Request
Audit Trail

Maintenance Request Type

Maintenance requests can be used to manage the upkeep and repairs of assets and components.

Navigate to Tools > System Options > Service Options > Maintenance to define maintenance request options.

To add a Maintenance request type:

Do one of the following:

Add a new Service Request and choose the Maintenance request type.

Click the New Service Request Maintenance option in the Tasks panel of a business unit record.

Search for an existing Maintenance request.

The fields on the Maintenance tab are described in the following table:

This field…	Holds this information...
Reference Number	An automatically generated, unique reference number for the maintenance request.
Room	The room where the maintenance task is required. Navigate to Tools > System Options > Service Options > Maintenance > Room from the dropdown.
Functional Area	The functional area where the maintenance task is required. Navigate to Tools > System Options > Service Options > Maintenance > Functional Area from the dropdown.
Location	The location where the maintenance task is required. This field is mandatory. Click the Location button to display the Select location window. Use the level selector to select the relevant room, floor, zone, building, site or business unit.
Contact	The location's contact. Select from the drop-down list. The Contact option will populate the field with the name of the Location contact. You can choose Free Text to enter a contact.
Asset/Component	The asset or component associated with the maintenance task. Click the Asset/Component button to display the Asset Selector window. Refer to Adding Child Items to Asset Systems to learn more about using the Asset selector. Refer to Adding or Editing an Asset to add individual items to the Asset Selector.
Assigned To	The individual that the task is assigned to.
Caller Ref	The caller's reference number.
Category	The category of the request. Select from the drop-down list. These can be defined in Maintenance Category Reference Data (accessed by navigating to Services > Service Request).
Status	The status of the request. Select from the drop-down list. These can be defined in Maintenance Status Reference Data (accessed by navigating to Services > Service Request).
Fault	The maintenance task. Select from the drop-down list. This field is mandatory.
Text Box	A description of the maintenance task. This field is mandatory.
Description	Information about the task.
Subject	The subject describes the maintenance task. This field is mandatory.
Priority	The importance of the task. Select from the drop-down list. These can be defined in Priorities Reference Data (accessed by navigating to Services > Service Request).
Contract	The contract type. Select from the drop-down list.
Response time	The response time for the task. Select the date and time.
Resolve time	The resolve time for the task. Select the date and time. This field is mandatory. The content appearing in this field is populated in the Resolve Time Calculation filed in Service Options. Navigate to Tools> System Options> Service Options > Maintenance to define the Resolve Time.
Restricted Access	Whether access is restricted. This field is mandatory.
Trade	The trade type. Select from the drop-down list. These can be defined in Trade Reference Data (accessed by navigating to Functions > Core > Reference Data > Core).
People Required	The number of individuals required to complete the task. Select the data and time.
Estimated Duration	The estimated duration of the task, in hours and minutes.
Events	The pre-defined events associated with the maintenance activity.
Last Change By	The identity of the user that made the last recorded change.
Last Changed	The description of the last recorded change.

Click Add Event to add an event to the service request.

The Event window is displayed.

The fields on the Event window are described in the following table:

This field…	Holds this information...
Associated to	The service request type.
When	The date of the event.
Status	The status of the event. Select from the drop-down list. These can be defined in Maintenance Status Reference Data (accessed by navigating to Services > Service Request).
Description	The description of the event.
Comment	Comments associated with event.
Notify	Whether to notify the assignee about the event.
Notification date	The scheduled notification data and time. Select the date and time.
Notify in	Whether to notify from the created date, before the event, or after the event.
User	The user that the event is assigned to. Select from the drop-down list.
Last edited by	The ID of the user that last edited a saved event.

Click OK.
Click Save.

When you create a new maintenance request, the following options are added to the Tasks panel:

When you create a new Maintenance request the following options are added to the Associated Items panel:

When you view an existing Maintenance request the following options are added to the Associated Items panel:

Portering Request Type

Portering requests can be used to manage the relocation of assets and components.

Navigate to Tools > System Options > Service Options > Portering to define portering request options.

To add a Portering request type:

Add a new Service Request and choose the Portering request type. Alternatively, you can search for and edit an existing Portering request.

The Portering tab is displayed.

Enter details of the request.

The fields on the Portering tab are described in the following table:

This field…	Holds this information...
Task Timing	The portering type. Select from the following: Next Available Porter - the next available member of the portering staff Date/Time - the specified date and time for the request
Status	The status of the portering task. Select from the drop-down list. These can be defined in Portering Status Reference Data (accessed by navigating to Services > Service Request).
Task	The portering task. Select from the drop-down list. This field is mandatory. These can be defined in Element List Reference Data (accessed by navigating to Services > Service Request).
Subject	The subject describes the portering activity.
Priority	The priority of the portering activity. Select from the drop-down list. These can be defined in Priorities Reference Data (accessed by navigating to Services > Service Request).
Comments	Comments related to the task.
Equipment List	Whether equipment is required to complete the task (for example: a wheelchair). Display of the Equipment List field is dependent on the type of Task chosen and the options defined in Element List Reference Data (accessed by navigating to Services > Service Request).
Additional Information	Additional information or questions relating to the task. Display of the Additional Information field is dependent on the type of Task chosen.
People Required	The number of people required to complete the activity.
Estimated duration	The specified duration of the event in hours and minutes.
Patient ID	The patient's identification. The display of the Patient ID field is dependent on the type of Task chosen.
Patient Name	The patient's name. Display of the Patient Name field is dependent on the type of Task chosen.
Bed bay location	The location of the patient's bed. Display of the Bed Bay Location field is dependent on the type of Task chosen.
Start Room	The room where the portering task commences. Select from the drop-down list.
Start Functional Area	The functional area where the portering task commences. Select from the drop-down list. This field is mandatory.
Start Location	The location where the portering task commences. This field is mandatory. Click the Location button to display the Select location window. Use the level selector to select the relevant room, floor, zone, building, site or business unit.
End Room	The room where the portering task terminates. Select from the drop-down list.
End Functional Area	The functional area where the portering task terminates. Select from the drop-down list. This field is mandatory.
End Location	The location where the portering task terminates. This field is mandatory. Click the Location button to display the Select location window. Use the level selector to select the relevant room, floor, zone, building, site or business unit.
Contract	The Contract associated to the portering task. Select from the drop-down list.
Events	The events associated with the portering activity.

Click Save.

When you create a new Portering request, the following options are added to the Tasks panel:

When you create a new Portering request the following options are added to the Associated Items panel:

When you view an existing Portering request the following options are added to the Associated Items panel:

Original Service Request
Audit Trail
Job(s)

Taxi Request Type

Taxi requests can be used to store information about taxi companies and schedule and manage the carriage of passengers.

Navigate to Tools > System Options > Service Options > Taxi to define taxi request options.

To add a Taxi request type:

Add a new Service Request and choose the Taxi request type. Alternatively, you can search for and edit an existing Taxi request.

The Taxi tab is displayed.

Enter details of the request.

The fields on the Taxi tab are described in the following table:

This field…	Holds this information...
Department	The department requesting a taxi. Select from the drop-down list or type into the field.
Cost Centre	The cost centre. Select from the drop-down list. These can be defined in Cost Centre Reference Data (accessed by navigating to Functions > Core > Reference Data > Core).
Authoriser	The contact authorising the request, which must be different from the person raising the request. Select from the drop-down list or type into the field. This field is mandatory. Click the Create a Contact Full List button to create a new contact.
Journey Detail	A description of the journey. This field is mandatory.
Events	The events associated with the journey.

Click Add Journey to add a record.

The Journey Detail window is displayed.

The fields on the Journey Detail window are described in the following table:

This field…	Holds this information...
Journey Number	An automatically generated, unique reference number for the journey. This field is mandatory.
Taxi Agency	The agency providing the taxi. Select from the drop-down list or type into the field. This field is mandatory. Refer to Adding or Editing an Agency to find out more about creating a taxi agency.
Carry From	The start of the journey or pick up location. This field is mandatory.
Carry To	The journey destination. This field is mandatory.
Wait and Return	Whether the driver should wait for the passenger and return them to the pick-up location.
Journey Status	The status of the journey. By default this field will display the ‘Is Default’ status, defined in reference data, until the record is saved. Once saved this Journey Status can be amended. Select from the drop-down list. This field is mandatory. These can be defined in Service Request Reference Data (accessed by navigating to Services > Service Request).
Journey Reason	The reason for the journey. Select from the drop-down list. This field is mandatory. These can be defined in Service Request Reference Data (accessed by navigating to Services > Service Request).
Patient Hospital Number	The patient's hospital number. This field is enabled when the Patient Related check box is selected for a record in Service Request Reference Data (accessed by navigating to Services > Service Request).
GP Name/Surgery	The patient's GP (General Practitioner) and surgery name. This field is enabled when the Patient Related check box is selected for a record in Service Request Reference Data (accessed by navigating to Services > Service Request).
Patent in Wheelchair	Whether the patient is a wheelchair user. This field is enabled when the Patient Related check box is selected for a record in Service Request Reference Data (accessed by navigating to Services > Service Request).
Financial Period	The financial period the journey takes place in. Access to this field is restricted to users with the ServiceRequestTaxiEditFinancialInformation permission. Select from the drop-down list. These can be defined in Financial Periods Reference Data (accessed by navigating to Finance > Finance).
Purchase Order Number	The purchase order number is associated with the journey. You need the ServiceRequestTaxiEditFinancialInformation permission to enable this field.
Linked to Invoice	The invoice is linked to the journey. You need the ServiceRequestTaxiEditFinancialInformation permission to enable this field.
Comments	Comments associated with the journey. You need the ServiceRequestTaxiEditFinancialInformation permission to enable this field.
Collection Date	The time and date of the journey booking. Select the data and time. This field is mandatory.
Number Of Passengers	The number of passengers. This field is mandatory when the Number of Items field is set to 0.
Lead Passenger Name	The lead passenger's name. This field is mandatory when the Number of Passengers field contains a value.
Number of Items	Number of items associated with the journey. This field is mandatory when the Number of Passengers field is set to 0.
Item Description	The description of the journey. This field is mandatory when the Number of Items field contains a value.
Quoted Price	The price quoted for the journey.
Cancellation Change	The charge to cancel the journey. The cancellation charge is automatically calculated based on the Financial Year, Financial Period and Default Cancellation Charge values recorded for the Taxi company. Refer to Add or Edit an Agency for more information.
Mileage	The total mileage of the journey. You need the ServiceRequestTaxiEditFinancialInformation permission to enable this field.
Adjustment Cost	The adjusted cost of the journey You need the ServiceRequestTaxiEditFinancialInformation permission to enable this field.
Invoiced Cost	The cost invoiced for the journey. You need the ServiceRequestTaxiEditFinancialInformation permission to enable this field.
Total Cost	The total cost of the journey. You need the ServiceRequestTaxiEditFinancialInformation permission to enable this field.

Click OK.
Click Save.

When you create a new taxi request the following buttons are added to the Tasks panel:

When you create a new Taxi request the following options are added to the Associated Items panel:

Audit Trail

When you view an existing Taxi request the following options are added to the Associated Items panel:

Original Service Request
Audit Trail