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Overview

Service Requests are the core workflow in AmbioSys, tracking the entire lifecycle from customer inquiry to service delivery. The system handles request creation, vendor assignment, quotation generation, and service scheduling.

Request Creation

Create requests from customer inquiries via web forms or manual entry

Automatic Assignment

Round-robin vendor assignment based on service lines

Status Tracking

Monitor requests through multiple workflow stages

Media Attachments

Upload photos, documents, and site information

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Request Lifecycle

1

Status 0: New Request

Request created but not yet assigned to a vendor. Customer receives confirmation.
2

Status 1: Assigned to Vendor

System automatically assigns to next available vendor in the service line. Vendor receives notification via email and WhatsApp.
3

Status 2: Vendor Confirmed

Vendor reviews details and sends to operations for availability check.
4

Status 3: Operations Approved

Operations team confirms availability and schedules delivery date.
5

Status 4-6: Service Execution

Service is delivered according to schedule.

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Creating a Service Request

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From Web Form (Customer-Facing)

Customers can submit requests through a public form:
  • Applicant name: Contact person
  • Service type: Selected from available services
  • Address: Delivery or service location with Google Maps integration
  • Contact phone or WhatsApp: At least one required
  • Email: For quotation delivery
  • Department: Geographic region
  • Requested delivery date: When customer needs the service
  • Comments: Additional details or special requirements

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Manual Creation (Internal Staff)

1

Access Service Requests

Navigate to Service Requests from the main menu.
2

Click 'New Request'

Start the request creation form.
3

Enter Customer Details

  • Select existing customer or create new one
  • Enter contact information
  • Specify billing details (company name, NIT)
4

Service Details

  • Choose service type (PTAR, fumigation, etc.)
  • Enter address with geolocation
  • Set requested delivery date
  • Add comments
5

Optional: Manual Vendor Assignment

Override automatic assignment by selecting a specific vendor.
6

Save and Notify

System creates request, assigns vendor, and sends notifications.

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Vendor Assignment

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Automatic Assignment

The system uses round-robin logic to distribute requests fairly:
  1. System identifies the service line based on service type
  2. Retrieves all active vendors in that sales line
  3. Assigns to the vendor with fewest current assignments
  4. Sends notification via email, WhatsApp, and in-app

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Manual Reassignment

Operations or managers can reassign requests:
1

View Request Details

Open the service request detail page.
2

Click 'Reassign'

Access the vendor reassignment dialog.
3

Select New Vendor

Choose from eligible vendors in the same service line.
4

Add Reason

Document why the reassignment is necessary.
5

Confirm

Both vendors (old and new) receive notifications about the change.
Frequent reassignments may indicate workload imbalance. Use reports to monitor distribution.

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Special Workflows

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PTAR Service Form

For wastewater treatment plant (PTAR) services, additional technical information is required:
  1. Open the service request
  2. Click “Send PTAR Form”
  3. Choose delivery method: email, WhatsApp, or both
  4. Customer receives a link to complete the technical questionnaire
  5. Form data is automatically attached to the request

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Return to Vendor

Operations can return a request to the vendor for corrections:
1

Click 'Return to Vendor'

In the operations review screen.
2

Specify Reason

Explain what needs to be corrected (e.g., incorrect address, missing NIT).
3

Submit

Vendor receives notification with the correction instructions.
4

Vendor Updates

Vendor makes corrections and resubmits for review.

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Media Files and Attachments

Upload Photos

Attach site photos, damage evidence, or reference images

Documents

Upload contracts, permits, or technical specifications
Files are stored in S3 with automatic presigned URLs for secure access.
Upload endpoint
POST /api/serviceRequests/:id/media
Content-Type: multipart/form-data

Fields:
  - files: [File, File, ...]
  - description: "Site photos from inspection"

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Deactivating Requests

Cancel or reject requests that cannot be fulfilled:
1

Open Request

Navigate to the request detail page.
2

Click 'Deactivate'

This option is available to managers and operations staff.
3

Enter Reason

Document why the request is being cancelled (e.g., customer withdrew, out of service area).
4

Confirm

Request status changes to -1 (deactivated) and is hidden from active lists.
Deactivated requests are retained for reporting and audit purposes. Use filters to view them if needed.

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Notifications

The system sends automatic notifications at key stages:
  • Request received: Confirmation with request number
  • Quotation sent: PDF quotation via email/WhatsApp
  • Service scheduled: Confirmation of delivery date
  • New assignment: Request details via email and WhatsApp
  • Request returned: Corrections needed with specific instructions
  • Operations approved: Service date confirmed
  • Vendor submitted: Request ready for availability review
  • Customer follow-up: Reminders for pending confirmations

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API Reference

POST /api/serviceRequests/getServiceRequests
{
  "service_type": "PTAR",
  "delivery_year": 2024,
  "include_inactive": false,
  "user_id": 123
}

Quotations

Generate quotations from approved requests

WhatsApp Bot

Communicate with customers via WhatsApp

Dashboard

Monitor request metrics and KPIs

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