The Service requests function allows the staff user to review service requests that have been raised for the purposes of investigating the issue and eventually actioning that request. This functionality is not intended to replace existing job / work request processes, but to capture the request and provide sufficient information so that it can be migrate to other systems (either within Civica Authority or another system). Still, because the service request originated from the customer via the mobile application, it is important that the completion of that request is recorded in the system with the response sent back to the customer.
Service Request Search
The service request search and the search results form part of a 2-tab panel, with the “filters” tab active when the search parameters are being entered, and the “Service Request Results” tab active when results are displayed. Results may alternatively be requested to be provided by location.The following applies to all searching in this section.
The service requests panel provides an interactive list of every outstanding / incomplete service request that has been submitted by users of the mobile application. It is intended to provide an overview of those which are yet to be completed.
Service Request Panel Controls:
Reorder - A 
button with the “sort” glyph that will switch the order of the items in the panel, based around the date. The default sort order will be to have the oldest items first. Pressing the reorder button will reverse this, showing the newest requests at the top.
Maximise - A 
button will redirect you to a full-screen version of the service requests search results for open service requests.
Service Request Items
The detail section of this panel is vertically scrollable if required, listing all outstanding requests in an enquiry view. Each of these items is selectable which will reveal the request overview as a modal.
Within each of the items listed, the following information will be displayed:
- Request Type
- Physical Address
- An appropriate user glyph:
- If the user is registered, a blue glyph is shown
- If not, a grey glyph is shown
- Name of the user submitted for the request
- The age of the request in a colour-bound box. The colour of these is determined by system constants, which default to:
- > 7 Days: Red
- 1-7 Days: Orange
- <1 Day: Yellow
- Complete: Green
The panel has a standard footer with one control visible;
Show All Service Requests - 
This button will redirect the user to a full-screen version of the service requests form
