A Request is the first step in the Field Service workflow. It records an incoming service need from a customer — whether submitted by an admin on the customer's behalf, or directly by the customer through the Customer Portal.
Request workflow
Admin/Customer submits Request
↓
Admin reviews → Approve or Reject
↓ (if Approved)
Convert to Estimate ──── or ──── Convert directly to Work Order
↓ ↓
Send quotation Schedule Appointment
Two ways a Request can be created
| Method | Who creates it | Channel value |
| Admin Portal | Staff member on behalf of the customer | Manual |
| Customer Portal | Customer logs in and submits themselves | Portal |
Every Request gets an auto-generated Request Code. Before creating your first Request, configure the format at Field Service → Settings → Prefix Settings → Request Code section.
Click Save after configuring.
Use this method when a staff member creates a Request on behalf of a customer — for example, when a customer calls in by phone.
Step 1. Go to Field Service → Requests → click Add Request
Step 2. The Add Request dialog appears. Fill in the form:
Request Code: Auto-generated based on Prefix Settings. Displayed in gray — not editable. Example: REQ-00001-12062026085838
Description: Summary of the service need — what the customer requires
Customer: Select the customer. Triggers auto-fill of Email, Phone, Service Address, and Billing Address
Email: Customer's email address. Auto-filled from Customer record. Editable
Phone: Customer's phone number
Customer Asset: The specific asset belonging to this customer that needs service. Dropdown — filtered to assets owned by the selected Customer
Territory: The service area where the work will be performed. Dropdown of available Territories
Currency: Currency for any cost calculations on this Request
Currency Rate: Exchange rate from system default currency. Auto-filled as 1 if the selected currency matches the default; otherwise pulled from Settings → Currency Rates
Service Address: Physical location where the service will be carried out. Auto-filled from customer, editable
Billing Address: Address used for billing purposes. Auto-filled from customer's Billing & Shipping, editable
Priority: Urgency level: Low, Medium, High, Urgent
Due Date: The date by which this Request must be resolved or closed
Request Source: How the request came in (Web, Phone, Email, Offline)
Preferred Date 1: First preferred date the customer would like the service performed
Preferred Date 2: Second preferred date as an alternative
Preferred Time: Preferred time of day. Morning or Afternoon or Evening or Anytime
Preferred Note: Any additional scheduling notes or special instructions from the customer
Step 3. Click Save.
After saving — Admin Portal
Customers can submit Requests themselves through the Customer Portal. This requires the admin to first enable Show Public Page and configure Notification Recipients.
Step 1. Go to Field Service → Settings → Other Settings
Step 2. Check Show Public Page — this enables the Customer Portal for Field Service
Step 3. In Notification Recipients for Requests, select one or more staff members who should be notified when a customer submits a Request
Step 4. Click Save
Step 1. Customer logs in to the Customer Portal
Step 2. Navigate to Field Service → Requests
Step 3. Click Add Request
Step 4. Fill in the form.
Step 5. Click Save
After saving — Customer Portal
Open any Request from the list to view its detail page. The detail page is organized into tabs:
Once a Request is reviewed, an admin can Approve or Reject it from the detail page.
Step 1. Go to Field Service → Requests → click on the Request Code to open the detail page
Step 2. The current status shows Draft. Click the status dropdown on the status badge to change it:
Step 3. The system automatically sends an email notification to the customer informing them of the outcome:
Note: After Approval, the More button appears in the top-right corner of the detail page, providing access to Convert to Work Order, Convert to Estimate, and Delete actions.
Once a Request is Approved, it can be converted into either an Estimate or a Work Order — but not both.
⚠️ Important: You can only convert a Request once. After converting to either an Estimate or a Work Order, the other option is no longer available. Choose carefully.
Step 1. Open the Approved Request detail page
Step 2. Click More (top-right) → select Convert to Estimate or Convert to Work Order
Step 3. The system redirects to the corresponding creation form — Create New Estimate or Create New Work Order — with relevant fields pre-filled from the Request
Step 4. Review and complete the form, then click Submit / Save
Step 5. The conversion is complete. The new Estimate or Work Order is now linked to the original Request and visible in the corresponding tab on the Request detail page.
The system sends automated email notifications at each key stage of the Request lifecycle. Notification content can be customized at Settings → Email Templates.
