The life-cycle of a particular service request depends on the phases settings of its service request type, so when you create a service request type before entering phases settings you should answer the following questions:

If all four phases are required, then service requests of such type cannot move to the next phase until the current phase is finished (full life-cycle).

If some phases are not necessary, then service requests of such types automatically skip not required phases and move to the next required phase (partial life-cycle).

Note At least one of the phases must be required otherwise new service requests of such type will be automatically closed right after creation.

The Acceptance phase defines whether validity of new service request should be checked.

The Acceptance phase is not required when there is no need to verify whether the service request is valid.

For example, acceptance is not required when service requests are created by your company staff after customers’ calls or emails, so such service requests can hardly be invalid and they should be accepted automatically.

To make the Acceptance phase not required

The Acceptance phase is required when there is a need to verify whether the service request is valid.

For example, some of your clients submit online form on your company website and their service requests are created automatically, so acceptance is required because such forms can be filled in by bots or spammers, and you should be able to reject invalid service requests.

To make the Acceptance phase required

If you want technicians to accept or decline service requests in the mobile app

The Estimating phase defines whether vehicle inspection should be made.

The Estimating phase is not required when vehicle inspection is not necessary within service request.

For example, some of your services, like express wash or oil change, have fixed price which do not depend on the vehicle condition, so the estimating phase for service requests with these services should be skipped.

To make the Estimating phase not required

The Estimating phase is required when there is a need to make the vehicle inspection.

For example, if service request includes such service as hail repair, the estimating is required, because your company technician should estimate the size and severity of each dent before the repair.

To make the Estimating phase required

Appointment is required when your company staff must schedule an appointment for making inspection.

To make estimating appointment required

Note The Appointment Required check box is visible only if the Estimate Required check box is selected.

The Work phase defines whether any work should be done on the vehicle.

The Work phase is not required when there is no work within service request.

For example, if client needs an accident damage inspection for insurance company then the work phase for this service request can be skipped.

To make the Work phase not required

The Work phase is required when there is a need to do some work on the customer’s vehicle.

For example, vehicle damages like scratches or dents require actual repair work, so work phase for service requests that include repair services cannot be skipped.

To make the Work phase required

You can select a work order type in the Auto Create Work Order box if you want a work order of particular type to be automatically created when service request moves to the Work phase.

To select a work order type

Note The Auto Create Work Order box is visible only if the Work Required check box is selected.

Appointment is required when your company staff must schedule an appointment for getting the work done.

To make work appointment required

Note The Appointment Required check box is visible only if the Estimate Required check box is selected.

The Delivery phase defines whether vehicle should be delivered to customer.

The Delivery phase is not required when there is no need to deliver the vehicle back to the customer.  

For example, clients may want to take their cars back themselves or the service doesn’t take much time so clients can wait for their cars on site.  

To make the Delivery phase not required

The Delivery phase is required when there is a need to get the vehicle back to customer.

For example, clients may be busy or have no possibility to take their cars back on particular date so they may want your company to deliver their cars back to their places.  

To make the Delivery phase required

Appointment is required when your company staff must schedule an appointment for making the delivery.

To make delivery appointment required

Note The Appointment Required check box is visible only if the Delivery Required check box is selected.