Creating information requests - HxGN EAM - 12.0.1 - Help - Hexagon

Create information requests whenever customers call in requesting additional information.

To create information requests:

1. Select Work > Service Request > Information Requests.

2. Click New Record.

3. Specify this information:

   Organization - Specify the organization to which the service request belongs if you use multi-organization security.

   Find Caller By - Select the desired search criteria.

4. Specify a value for that contains, and then click Search. A caller record that matches the search criteria is searched for, and one of the following results is returned:

   • One matching caller record is located

     Requestor Name, Requestor Phone, Requestor E-mail, Customer, Customer Type, and Property are populated.

   • An exact match to the search criteria is not located but several caller records that begin with the same criteria are located

     If you see the caller record you need in the list, select the caller record for which to create an information request, and then click OK. Requestor Name, Requestor Phone, Requestor E-mail, Customer, Customer Type, and Property are populated if available.

   • No caller records that match the search criteria are located

     Create a new caller record.

5. Specify this information:

   Information Request - Specify a description of the information request in the adjacent field.

   Customer - Specify the name of the customer store requesting information.

   Property - Specify the property for which to view information.

   Information Type - Select the category of information to view.

   Requestor Name - Specify the name of the person requesting service.

   Requestor Phone - Specify the phone number of the person requesting service.

   Requestor E-mail - Specify the e-mail address of the person requesting service.

6. Click Save Record.