You can accept or reject a service request in one of two ways.
- Right-click the service request and then choosing Accept or Reject.
- Opening the service request and then choose the Accept or Reject button.
A Rejected service request will not display on the Service Requests list. This list displays New or Accepted service requests.
Service request cancelled from the service aggregator
A service request may be canceled by the service aggregator client (your customer). If this should happen, the status of the service request will change to Cancelled and the request will no longer be displayed in the Service Request list. If a service call has been created, the dispatcher will receive an email notification and will have to manually cancel the appointment.
| Scenario | Result | Notification |
|---|---|---|
| Customer cancels a New service request. | Service request status is updated to Cancelled and drops from the Service Request list. | No |
| Customer cancels an Accepted service request, no service call created. | Service request status is updated to Cancelled and no longer displays in the Service Request list. | No |
| Customer cancels a service request that has a service call and appointment created. | Dispatcher receives an email notification of the status change and will need to manually update the appointment. | Yes |
For more information about dispatcher notifications, see Receiving Dispatcher email notifications.