Service Requests
Description
Service Requests are formal requests submitted in the Cirquolus Fleet Management System to report, request, and track vehicle-related services. These requests may involve maintenance, repair, inspection, vendor service, vehicle assistance, replacement parts, towing, cleaning, registration support, or other fleet operational needs.
A service request acts as the starting point for documenting a vehicle concern or required service before it is assessed, approved, assigned, executed, and completed.
Purpose
The purpose of Service Requests is to provide a controlled and traceable process for requesting fleet-related services.
It helps the company ensure that vehicle concerns are properly recorded, reviewed, prioritized, assigned, and resolved. It also prevents undocumented repairs, verbal instructions, duplicate requests, and unauthorized service activities.
When Service Requests Are Used
Service Requests may be used when:
- A driver reports a vehicle issue
- A vehicle requires repair
- A vehicle needs inspection
- Preventive maintenance is due
- Periodic maintenance is due
- A vehicle requires vendor service
- Parts replacement is needed
- A vehicle breaks down during a trip
- Towing assistance is required
- Cleaning or detailing is needed
- Vehicle registration or compliance support is required
- A dispatcher or branch requests fleet support
- A recurring vehicle issue needs review
Common Service Request Types
Service requests may include:
- Vehicle repair request
- Preventive maintenance request
- Periodic maintenance request
- Emergency maintenance request
- Vendor service request
- Inspection request
- Parts replacement request
- Tire replacement request
- Battery replacement request
- Towing request
- Roadside assistance request
- Vehicle cleaning request
- Registration assistance request
- Insurance claim support request
- Accident-related service request
- General fleet support request
Service Request Flow
1. Request Creation
The requester creates a service request in the system.
The requester may be a:
- Driver
- Dispatcher
- Branch user
- Fleet administrator
- Maintenance personnel
- Operations supervisor
- Department head
The request includes the vehicle, service type, description, urgency, attachments, and remarks.
2. Request Validation
The fleet or maintenance team reviews the submitted request.
The review confirms:
- Vehicle details
- Request type
- Completeness of information
- Current vehicle status
- Duplicate request check
- Previous maintenance history
- Supporting attachments
If the request is incomplete, it may be returned to the requester for correction.
3. Initial Assessment
The maintenance team evaluates the request and determines the possible action.
The assessment may include:
- Safety impact
- Operational impact
- Urgency
- Estimated downtime
- Required parts
- Internal mechanic availability
- Need for vendor service
- Cost estimate
- Approval requirement
4. Priority Classification
The request is classified based on urgency and operational risk.
Common priority levels:
- Critical
- High
- Medium
- Low
Critical requests may require immediate vehicle pull-out or emergency service.
5. Approval
If the request requires cost, downtime, vendor service, or management approval, it is routed to the authorized approver.
The approver reviews:
- Reason for request
- Vehicle condition
- Estimated cost
- Service scope
- Vendor quotation, if applicable
- Operational impact
- Budget availability
The request may be approved, rejected, returned, or cancelled.
6. Assignment
Once approved or validated, the request is assigned to the responsible person or team.
Possible assignees:
- Fleet administrator
- Mechanic
- Maintenance engineer
- Driver
- Dispatcher
- Vendor
- Branch manager
- Approver
7. Service Execution
The assigned personnel performs the requested service or coordinates with the vendor.
Service execution may include:
- Inspection
- Diagnosis
- Repair
- Replacement
- Cleaning
- Towing
- Vendor service
- Parts procurement
- Vehicle compliance processing
Actual work performed, cost, parts, labor, attachments, and remarks are recorded.
8. Completion Review
After the service is completed, the result is reviewed.
The reviewer checks:
- Work performed
- Vehicle condition
- Cost details
- Attachments
- Completion remarks
- Service quality
- Vehicle release status
If the work is incomplete or unsatisfactory, the request may be reopened or returned for correction.
9. Vehicle Release
If the service affects vehicle availability, the vehicle status is updated.
Possible vehicle statuses:
- Available
- Unavailable
- Under maintenance
- Released with restrictions
- For monitoring
- Waiting for parts
- Released to vendor
10. Request Closure
The service request is closed after the service is completed, validated, and documented.
The completed request becomes part of the vehicle service history.
Process
Submit Request
Create a service request with complete vehicle details, service type, issue description, urgency, and attachments.
Review Request
Validate the information and check for duplicates or existing related requests.
Assess Request
Determine urgency, safety impact, required action, cost, and approval requirement.
Classify Priority
Set the request priority as Critical, High, Medium, or Low.
Approve Request
Route the request for approval when cost, downtime, vendor service, or management authorization is required.
Assign Work
Assign the request to the proper internal team, mechanic, engineer, vendor, or responsible personnel.
Perform Service
Complete the required service and document actual work performed.
Record Cost and Attachments
Enter labor, parts, vendor cost, invoices, receipts, photos, and service reports.
Review Completion
Validate that the service was completed properly.
Close Request
Update vehicle status, save the record, and close the service request.
Important Details Captured
Each service request may contain:
- Request number
- Vehicle name
- Plate number
- Branch
- Driver
- Requester
- Department
- Service type
- Issue description
- Priority level
- Urgency
- Current odometer reading
- Vehicle availability status
- Safety impact
- Operational impact
- Assigned personnel
- Vendor, if applicable
- Estimated cost
- Approved cost
- Actual cost
- Parts used
- Labor cost
- Date requested
- Date reviewed
- Date approved
- Date assigned
- Date started
- Date completed
- Attachments
- Photos
- Receipts or invoices
- Service report
- Approval history
- Remarks
- Final status
Common Statuses
Service Requests may use the following statuses:
- Draft
- Submitted
- For Review
- Returned
- For Assessment
- For Approval
- Approved
- Rejected
- Assigned
- In Progress
- Waiting for Parts
- Released to Vendor
- For Inspection
- Completed
- Closed
- Cancelled
- Reopened
Priority Levels
Critical
Immediate action is required because the vehicle is unsafe, unusable, or causing operational disruption.
High
The issue is serious and may affect safety, reliability, or operations if not addressed soon.
Medium
The issue should be scheduled but does not immediately stop vehicle operations.
Low
The issue is minor and can be handled during available maintenance time or combined with future service.
Benefits
Service Requests help the company:
- Standardize how fleet services are requested
- Improve tracking of vehicle concerns
- Reduce undocumented maintenance work
- Improve accountability of requesters and assignees
- Prioritize urgent vehicle issues
- Prevent unsafe vehicle dispatching
- Control approval and spending
- Track repair and service history
- Monitor pending and overdue requests
- Reduce duplicate requests
- Improve coordination between drivers, fleet, maintenance, and vendors
- Support audit, reporting, and cost control
- Improve fleet reliability and operational readiness
Reports
The system may generate reports for:
- Pending service requests
- Completed service requests
- Service requests by vehicle
- Service requests by branch
- Service requests by priority
- Service requests by type
- Requests pending approval
- Requests waiting for parts
- Requests assigned to vendors
- Average service completion time
- Recurring vehicle issues
- Service cost per vehicle
- Service cost per branch
- Overdue service requests
Summary
Service Requests provide the main intake process for fleet-related concerns and service needs. They allow users to report vehicle issues, request support, track approval, assign work, record costs, and close completed services.
This creates a clear and auditable workflow from request submission to service completion, helping management control maintenance activity, vehicle availability, and fleet operating costs.