Zoho FSM | Requests


Requests are initiated to render services to customers. Services are the offerings you provide as part of your field services. Customers can contact a call cent agent to raise the request on their behalf. You can create requests from the Zoho FSM web and mobile apps, webforms, and the create request API.

Permission RequiredRequests

Create Requests

To create a request:
  1. Select the Requests module from the Work Order Management menu and click Create.
  2. Enter the following details, then Save:
    1. A Summary of the request
    2. A Priority
    3. Due Date by which the request should be closed
    4. The Contact for whom the request is being created
      You can perform an advanced search for contacts by clicking the Search Contact [] icon.
    5. The Company the contact belongs to.
    6. The Phone number of the contact
    7. The Email address of the contact
    8. An Asset
      An Asset is added when the service is for a product that you have sold.

    9. Territory
      This field will be displayed only if territories other than the default service territory have been added.
    10. A Service Address
      This is the address of the contact's location where the service task needs to be carried out. If a Service address exists for the contact, then upon selecting a value in the Contact field, that address will be filled in the Service address field. If the Service address does not exist, you can choose any other address available for the contact or click Create New.
      Upon clicking Create New, the Add Address overlay will be displayed. To add a new address, enter the details and click Save. Click here for the address edit options.
    11. A Billing Address
    12. Preferred Date1, and Preferred Date2 for the service call
    13. Preferred Time.
    14. Any additional Preference Note regarding the service call
    15. Currency.
      The Currency and Exchange Rate will only be displayed if multiple currencies are enabled.

Once the request is approved, either an estimate or work order can be created with the information in the request. Refer to this section for mapping details.
Any estimates and work orders created for this request will be displayed in the Details page of the request.

Add Requests from Mobile App

To create a request from the mobile app:
  1. Select Requests, in the left menu.

  2. In the Requests screen, tap the add [+] icon.

  3. In the Create Request page, enter the necessary details and click Save.

  4. In the lookup fields, you can do an advanced search.
  5. In the address fields, you can add addresses.
  6. The Currency and Exchange Rate will be displayed only if multiple currencies are enabled
The created request can be edited. To edit an request:
  1. Click the Edit [] icon on the top right side.
  2. Make the necessary changes and click Save.

You can also add notes, and view the related records.

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