Service requests
Inbound demand before a job exists. Office reviews it, then either converts it to a work order or rejects it. A service request is not a visit, not Dispatch, and not a bill. Technicians do not execute requests.
Operations → Service requests · /app/w/{workspace}/service-requests · capability service_requests · service_requests.view / create
When to use it vs a work order
Section titled “When to use it vs a work order”- Service request — phone/email intake, portal submission, or API demand that still needs triage.
- Work order directly — you already know the job; PM-generated work; finding follow-up; accepted estimate; public booking (that flow never creates a request).
Customer is required. Site and Contact are optional. There is no Asset on a request — attach equipment on the work order after convert. Preferred date/time is a wish, not a booked slot.
How requests enter Veldriq
Section titled “How requests enter Veldriq”| Source | What happens |
|---|---|
| Office | Operations → Service requests → New service request. Source default Admin. |
| Customer portal | Invited guest Submit request. Source forced to Customer portal. Office still reviews. |
| API | PAT create. Source default API. |
| Public booking | Does not create a service request. It creates a Draft work order and a Scheduled appointment. |
Public form and Integration are source values you can store on an office/API row. They are not separate guest channels in V1.
Create from the office
Section titled “Create from the office”- Operations → Service requests → New service request (
service_requests.create). - Customer (required). Site and Contact (optional) — must belong to that customer.
- Category (optional). Settings → Service request categories.
- Title (required). Description (optional).
- Priority: Low, Normal, High, Urgent — a sort label, not an SLA and not auto-dispatch.
- Source: Admin, Phone, Email, Customer portal, Public form, API, Integration.
- Preferred date / time from / time to (optional). Assignee (optional office owner — not a field technician).
- Save. Number
SR-YYYY-######. Status New.
Files and comments on the show page are internal office attachments, not Field evidence. There are no appointments on this page.
Statuses
Section titled “Statuses”Status is not a free dropdown. Use the action buttons. You cannot set status back to New.
| Status | Meaning | Office can |
|---|---|---|
| New | Just captured. Backlog. | Start review, Reject, Convert to work order |
| Reviewing | Someone is working the demand. | Reject, Convert to work order |
| Converted | Exactly one work order exists. Terminal. | Open the linked work order |
| Rejected | Will not become a job. Terminal. | History only |
Conversion
Section titled “Conversion”Convert to work order creates a work order in status Open (not Draft) and links it 1:1. This cannot be undone. You do not convert twice. You cannot attach a request later from New work order. Direct New work order starts Draft.
What-if
Section titled “What-if”If you look for a booking in Service requests: it is a Draft work order instead. See Public booking.
If Field is empty: convert first. Technicians never execute a New request.
Related: Work orders, Portal.