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Create Request and Convert to Repair Job

  • Last Created On Jun 03, 2026
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Overview

The Requests feature in the Workshops module allows customers to submit equipment support requests directly through the Customer Portal—without the need to make phone calls or send manual emails.

Once a request is received, technical staff can review it, respond to the customer, and convert the request into an official Repair Job to begin the repair process.

Overall Workflow

Client creates a Request through the Customer Portal →  Staff receives a web notification → Staff reviews the request  → Replies to the client or Converts it to a Repair Job → Repair Job is created → The Request status changes to "Converted".

Prerequisites

Configure Staff Notification Recipients

Before using the Requests feature, administrators must configure which staff members will receive notifications whenever a new Request is submitted by a customer.

  1. Log in to the Admin Portal.
  2. Navigate to Settings → General Settings.
  3. Locate the Staff to notify when a Request is created from Client setting.
  4. Select one or more staff members from the list.
  5. Click Save.

💡 Note: Multiple staff members can be selected at the same time. All selected staff will receive a web notification immediately whenever a new Request is created through the Customer Portal. 
If this setting is not configured, no staff members will receive notifications when customers submit new requests. 

Step 1 – Client Creates a Request (Customer Portal)

  1. Log in to the Customer Portal.
  2. From the navigation menu, go to Workshops → Requests.

  3. Click + Create Request (the blue button in the upper-right corner).
  4. Enter Request Information

    Request Name: A short title describing the issue (e.g., Print Quality Issue)
    Device: Select the affected device from the list. Only devices assigned to the current customer will be displayed. If the device list is empty, the staff must go to Workshops → Devices and assign the appropriate device to the customer before a Request can be created.
    Issue Description: A detailed description of the issue being experienced.
    Additional Description: Additional information about the issue, such as frequency of occurrence, troubleshooting steps already attempted, or the number of affected users.
  5. Click Save to submit the request

After the request is successfully saved:

  • The Request appears in the list with a Pending status.
  • At the same time, the staff members configured during the prerequisite setup will receive an immediate web notification informing them that a new request has been submitted.

Note: At this stage, the Repair Job and Reply columns will display ---. This is normal behavior, indicating that the request has not yet received any response and has not been converted into a Repair Job.


Step 2 — Review and Reply to a Request (Admin Portal)

This step is optional. Staff members can respond to the customer before deciding whether to convert the request into a Repair Job.

  1. Log in to the Admin Portal.
  2. Navigate to Workshops → Requests from the left-hand menu.
  3. Locate the request you want to process in the list.
  4. Click the Reply button on that request.

  5. Enter your response in the text box.

  6. Select the appropriate status:
    Pending: The request is being evaluated and no final decision has been made yet.
    Rejected: The request is not eligible for processing or contains invalid/incomplete information.
  7. Click Save to save the response. 

Note: The reply content will be displayed directly in the Reply column of the Requests list. Customers can also view this response when they log in to the Customer Portal. Hovering over the reply content will display the full message in a tooltip.

Important: Only Pending or Rejected can be selected when replying to a request. Once the request is converted into a Repair Job, its status is automatically changed to Converted and can no longer be modified manually.

Step 3 — Convert a Request into a Repair Job (Admin Portal)

This is the most important step in the workflow. Staff members convert a customer request into an official Repair Job to begin the repair process.

Prerequisites

  • The request must be in Pending or Rejected status (not yet converted).
  • This action can only be performed from the Admin Portal and is not available in the Customer Portal.

Steps to Convert a Request

  1. Navigate to Workshops → Requests in the Admin Portal.
  2. Locate the request you want to convert.
  3. Click Convert to Repair Job (available in the Options column or within the request detail page).
  4. The system redirects you to the Create New Repair Job page and automatically pre-fills information from the request:

    Repair Job Name: is copied from the Request Name
    Device:     auto filled
    Issue Description: auto filled
    Additional Description: auto filled
  5. Complete any remaining fields as needed, such as Appointment Type, Technician, Billing Type, Collection Type, Repair Location, Labour Products, Parts and others.
  6. Click Save to create the Repair Job.

⚠️Important: The Appointment Type field is not automatically populated. Staff must select an Appointment Type manually before saving the Repair Job.

Result After Saving the Repair Job Successfully: 

In Workshops → Requests: 

  • The request status changes to Converted (displayed in green).
  • The Repair Job/Option column displays a 
  • Both administrators and customers can click this icon to view the Repair Job details.



  • Important Notes:

    • Deleting a Request from the Admin Portal does not delete the Repair Job that was created from that request. Once created, the Repair Job becomes an independent record and continues to exist in the system.
    • If a Repair Job that was created from a Request, the this Request cannot be converted again into another Repair Job. Each Request can only be converted once, regardless of whether the resulting Repair Job still exists. 

    Permission Note:The Requests menu uses the same permission set as Repair Jobs. To allow a staff member to reply to requests, delete requests, or convert requests into Repair Jobs, the staff member must be assigned the View, Create, Edit, and Delete permissions for Repair Jobs. These permissions automatically apply to the Requests menu as well.

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