Rental Requests + Status and Assigned To

This centralized page allows you to manage rental requests from three primary sources: your technicians via the Service app, Customers (via the Customer Portal), and your back-office team (PSSRs/CSRs).

When to Create a Request in HQ: If a PSSR/CSR is onsite or a customer calls the back-office, you should manually initiate a Rental Request. Navigate to Service > Work Rental and click the "+" icon. This formalizes the request and ensures that the Rental Department is notified immediately so no customer needs are overlooked.

From HQ

In HQ>Service>Rental Requests: Click the '+' sign at the top, right corner, and then fill out the required information and click [Save]. Once the request is created, attachments, assigned to, status, and notes can be added.

Similar to other request types in HQ, Rental Requests include 'Assigned To' and 'Status' fields, as well as the ability to communicate between the Back-Office and Technicians via the [Add Comment] feature. The Notes section is visible only to the Back-Office, allowing them to track actions taken, calls made, and other relevant details. This ensures all Back-Office staff have visibility into the progress of the request.

From the Service App

Home Screen

A Rental Request can be made from the Home screen, in the Requests card by pressing the '+' sign and then press [RENTAL REQUEST].

Work Order Details

Or, while in the work order details press the three dots at the top, right corner then press 'Rental Request'.

Fill out the required information, add pictures (if applicable), and press [Submit].

Changing/Updating the Assigned To & Status of a Rental Request

To update the status of a request or change the assigned to, there are a couple ways to do this: from the main request screen, within the details of a request OR by Mass Update

1. Main Request Screen: Within the Rental Request Main Screen, with columns Assigned To & Status enabled, hover over the Assigned To or Status and update by clicking on either/or to change the Assigned To or update the Status of a request.

2. Within the Request Details: click the ID Number or click the three vertical dots and select Details.

Next, click the pencil icon next to Status and/or Assigned To, select the respective status/name and then click [Save].

Mass Update Status and Assigned User

To update the status and/or the assigned user on multiple requests at once, follow the steps below:

1. In HQ, within Service>Rental Request, click the box icon in the top right corner

2. The Rental Requests displayed will then have a box to the left of each request. Simply select all the requests you'd like to update the status and/or assigned to by clicking on the corresponding box for each request and then select Update Status and/or Change Assigned To.

3. When selecting Update Status, choose from the list of options within the dropdown menu and click Save. When selecting Change Assigned To, you can either assign to yourself by selecting Assign to Me and clicking Save or select a User within the dropdown menu and click Save or Unassign.

TIP: If ALL requests listed are to be updated, click on the box at the very top of the request list. This will select ALL requests displayed. Click Update Status and/or Change Assigned To and repeat the above steps, click Save.

Comments

Who do you want to Notify?

You can use the formatting tools to select font color, bold, italics, etc. as well include a URL link.

(A) Specific Users, the elected users will be notified of this comment, regardless of notification settings.  NOTE: By default, the technician who submitted the request will be selected.

(B) User Groups, the selected user group(s) will be notified of this comment, if they are signed up for notifications.

(C) If No One is selected, the comment is added without notifying anyone, including the technician.