Related records

For example, a service request for a leaking water main might result in a work order being created to repair or replace the main. If the request type allows it, you can create a work order directly from the service request. Infor Public Sector copies the location information from the service request to the work order, and links the two records together.

The types of records that can be associated with a service request depend on the service request type and the licenses that your agency has purchased. Service request types can also be configured to generate related records automatically. Service request types support associations with these types of records:

• Work orders

  To link a work order to a service request, Infor Public Sector adds the service request key to the work order record.

• Asset inspections

  If a service request is associated with an asset, you can create an asset inspection for the service request. For example, an inspector investigating a complaint about flooding in a public street may conclude that a storm main requires an inspection.

• Code enforcement cases

  If your agency is using the Code Enforcement, you can create cases for service requests. For example, while investigating a service request about leaking pipes, an inspector may discover exposed electrical wires, which is a code violation.

• One-off charges

  If your agency is using the Billing module, you can create one-off charges for the billing accounts that are associated with service requests. For example, an agency might charge customers to complete service requests to turn on a water service.

Service requests can also be associated with incidents, regardless of the service request type.

If associated records are not created automatically, you can create them from the Service Request InfoViewer, or while recording inspection results or resolving requests. You can also use the Associations tab of the InfoViewer to associate existing records with service requests.