Service Request Reference Data

The Service Request reference data window can be accessed by navigating to Services > Service Request.

Note: You must have a role with the ServiceRequestReferenceData permission to access this window.

Refer to Manage Reference Data for further information on using reference data screens.

The following reference data is available:

Use this reference data to define the format of an automatically generated email that can be sent to an asset owner.

Asset Owner Notification Custom Email Text reference data

The fields on the Asset Owner Notification Custom Email Text reference data are described in the following table.

This field Holds this information...
Subject The standard subject text for the email (for example: Fault on Asset Number).
Text box The body text for the email.
Fields The list of data record fields. Fields can be dragged into the text box to populate the body text.
Standard Text The standard email disclaimer text defined in the system settings. Fields can be dragged into the text box to populate the body text.

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Use this reference data to define contact type for the request.

Caller Source Reference Data

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Use this reference data to define common solutions that can be used when managing calls.

Common Solutions reference data

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Use this reference data to define elements for condition surveys.

Element Analysis Category reference data

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Use this reference data to define element list tasks, either an Element Category (for example: Portering) or a Child Element within the Element Category (for example: Attend call).

Element List reference data

Right-click on an item or in blank space to add, remove or edit items in the hierarchy:

  • View - displays the element details for the selected element
  • New - creates a new Element Category or Child Element
  • Modify - updates an existing Element Category or Child Element

  • Delete - deletes an existing element

    Note: An Element Category can only be deleted if it has not been used against any historical or active Portering Service Requests.

  • Refresh - refreshes the Element List

Element list options

For further information, refer to Element List.

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Use this reference data to define equipment, which can be grouped by Equipment Category.

Equipment reference data

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Use this reference data to define equipment booking status.

Equipment Booking Status reference data

The Equipment Booking Status reference data fields are described in the following table.

This field Holds this information...
Request Type

The equipment category.

Note: These can be defined in Equipment Category reference data (accessed by navigating to Services > Service Request).
Description The description of the equipment booking. This field is mandatory.
Is Default Whether the equipment booking status is default.
Is Cancelled Whether the equipment booking status is cancelled.
Is Closed Whether the equipment booking status is closed.
Is Archived Whether the equipment booking status is archived.

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Use this reference data to define equipment category types that can be selected in the Equipment reference data.

Equipment Category reference data

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Use this reference data to define key status.

Key Status reference data

The fields on the Key Status reference data are described in the following table.

Section This field Holds this information...
Detail Request Type The request type. This field is mandatory.
Description

The description of the key status (for example: Approved Awaiting Cutting, Approved Awaiting Key, Awaiting Cutting, Key Cut, and so on).

This field is mandatory.
Is Default Whether the key status is default. When this option is selected, the status this option is set against will be automatically selected when the Service Request is created. One status has to be defined as the default, and only one can be defined.
Is Cancelled Whether the key status is cancelled.
Is Closed Whether the key status is closed.
Is Archived Whether the key status is archived.
Authorisation Role

The K2 user role with access to the status. Select from the drop-down list.

Predecessors Predecessors box The predecessor to the current status. Where applicable, select the relevant check box to define the predecessor to the current status. For example: a status of 'Awaiting collection of key' will have a predecessor of 'Logged awaiting authorisation'.
Resubmit Options Allow Resubmit Whether to allow the use of a re-submit point.
Is Resubmit Point Whether the predecessor is the re-submit point.

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Use this reference data to associate a category with a defined set of faults.

Maintenance Category reference data

Click New to add a maintenance category or double-click an item to edit an existing entry.

Add new Maintenance Category reference data

Select the relevant check boxes.

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Use this reference data to define the format of an automatically generated email for maintenance requests.

Maintenance Custom Email Text

The fields on the Maintenance Custom Email Text reference data are described in the following table.

This field Holds this information...
Subject The standard subject text for the email (for example: Maintenance request number).
Text box The body text for the email.
Fields The list of data record fields. Fields can be dragged into the text box to populate the body text.
Standard Text The standard email disclaimer text defined in the system settings. Fields can be dragged into the text box to populate the body text.

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Use this reference data to define the status of a maintenance request.

Maintenance Status reference data

Refer to Maintenance Status for further information.

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Use this reference data to define the portering status.

Portering Status Reference Data

The Portering Status reference data fields are described in the following table.

Section This field Holds this information...
Detail Request Type The type of request. Select from the drop-down list.
Description A description of the status of the call. This field is mandatory.
Is Default Whether the equipment booking status is default.
Is Cancelled Whether the equipment booking status is cancelled.
Is Closed Whether the equipment booking status is closed.
Is Archived Whether the equipment booking status is archived.
SLA Performance State Response Whether the status for SLA performance is default.
Contain Whether the status for SLA performance is contain.
Resolve Whether the status for SLA performance is resolve.

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Use this reference data to record actions that must happen, or reminders to perform actions for a service request.

Predefined Service Request Events reference data

The fields on the Pre-defined Event Schedule are described in the following table.

This field Holds this information...
Event Type The type of event. Select from the drop-down list.
Event Description A description of the event. This field is mandatory.
Auto Generate Whether the event is automatically generated when the relevant Service Request type is created.
Comments Comments related to the event.
Notify Whether to notify a user about the event, and if so, the notification cycle.
Notification User The user to notify.

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Use this reference data to define the priority and response time associated with a service request. Descriptions and colours can also be viewed by contractors in K2 Portal.

Properties reference data

The fields on the Priority window are described in the following table.

Section This field Holds this information...
Basic detail Number The numerical value assigned to the priority. This field is mandatory.
Description The description of the priority. This field is mandatory.
Default Whether the priority is default.
Archived Whether the priority is archived.
Service Request Customisation

The service request customisation value. Select from the drop-down list.

Note: These can be defined in Service Request Customisation reference data (accessed by navigating to Services > Service Request).
Colour Indicator The colour associated with the priority. Select from the drop-down list.
Response time Response due in The response time in minutes. This field is mandatory.
Within working hours only

Whether the response is restricted to working hours.

Note: Working hours are defined in Tools > System Options > Working Schedule Options.

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Use this reference data to set questions that are asked when a service request is created.

Request Addtional Information reference data

Select an item from the element list and click New to add a request for additional information.

Request Additional Information new reference data

The fields on the Request Additional Information window are described in the following table.

This field Holds this information...
Question Text The description of the resolution code. This field is mandatory.
Answer Type

Whether the answer can be given as free text or chosen from a pre-defined list.

Note: Choosing the List type reveals the Options field.
Options Questions defined for the List answer type. Click the * field, to add a new answer.
Is Active Whether the question is active and appears on service requests.
Is Mandatory Whether the question is mandatory.

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Use this reference data to define resolution codes that are used when a service request is closed (for example: Resolved or Unresolved).

Resolution Codes reference data

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Use this reference data to define custom groups for service requests.

Service Request Customisation reference data

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Use this reference data to define taxi journey reasons.

Taxi Journey Reason reference data

The Taxi Journey Reason reference data fields are described in the following table.

This field Holds this information...
Description The description of the journey. This field is mandatory.
Patient related

Whether the journey is related to a patient.

Note: This enables the Patient Hospital Number, GP Name/Surgery, and Patient In Wheelchair fields on the Service Request screen.

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Use this reference data to define taxi journey statuses that indicate the stage the request is at within the request process.

Taxi Journey Status reference data

Click New to add a journey status or double-click an item to edit an existing status.

Add new Taxi Journey Status reference data

The fields on the Taxi Journey Status window are described in the following table.

This field Holds this information...
Request Type The request type. Select from the drop-down list. This field is mandatory.
Description The description of the resolution code. This field is mandatory.
Is Default Whether the journey status is default for all new taxi bookings.
Is Cancelled

Whether the journey status is cancelled.

Note: A cancellation reason will be required.
Is Closed

Whether the journey status is closed.

Note: Closed requests will not appear on the Taxi Request Manager window unless their appearance is specified on the Taxi Request Manager.
Is Archived

Whether the journey status is archived.

Note: Archives the status so that it is not available as an option on the TaxiService Request.
Is Failed Validation Whether the journey status is failed validation.
Authorisation Role The K2 user role with access to the status. Select from the drop-down list.
Predecessors The predecessor to the current status. Where applicable, select the relevant check box to define the predecessor to the current status. (For example for a status of “Validation Passed”, will have a predecessor of “Booked”.)

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