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Service Request Management System

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Mohammed Vaseem
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8 views

Service Request Management System

Uploaded by

Mohammed Vaseem
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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Service Request Management System

Introduction
A Service Request Management System (SRMS) is a comprehensive web-
based application designed to streamline the lifecycle of service requests, from
initial submission to final resolution. It serves as a centralized platform where
customers can easily submit their requests, and organizations can efficiently
manage and track these requests. This system eliminates the challenges of
manual service request handling, such as misplaced forms, delayed responses,
or lack of visibility into the status of requests.
The SRMS is particularly valuable for businesses across various domains,
including repair services, IT support, and customer service. For example, an
electronics repair company can use it to track repair jobs, assign technicians,
and keep customers updated on the progress of their requests. Similarly, IT
support teams can manage technical issues raised by users, ensuring timely
resolution and clear communication.
By implementing such a system, organizations not only enhance their
operational efficiency but also significantly improve the customer experience.
Features like automated notifications, real-time tracking, and streamlined
workflows help reduce response times, increase transparency, and boost
customer satisfaction. Furthermore, the system empowers businesses with
better control and insights into their operations, enabling them to identify
bottlenecks, optimize resource allocation, and make data-driven
improvements.
The SRMS is more than just a tool for handling requests; it is a vital component
of modern service delivery that aligns with the needs of a fast-paced,
technology-driven world. It ensures that businesses can meet and exceed
customer expectations while maintaining robust internal processes.
Purpose
The goal of the Service Request Management System is to:
1. Provide a user-friendly interface for customers to submit service
requests.
2. Allow staff to manage and track service requests efficiently.
3. Automate notifications and updates to customers and staff.
4. Maintain a centralized database for service requests and associated
details.

System Features
1. Customer Interface
• Form for submitting service requests (Name, Contact Information,
Service Type, Description, etc.).
• Dashboard to view the status of submitted requests.
• Notification system for updates on request progress.
2. Admin/Staff Interface
• View and manage service requests.
• Assign requests to technicians or staff.
• Update the status of requests (e.g., "In Progress," "Completed").
3. Notification System
• Automatic emails to customers acknowledging their service request.
• Status updates sent via email when changes occur.
4. Reporting and Analytics
• Generate reports on the number of requests, resolution times, and
technician performance.
• View service request trends to optimize staffing and resource allocation.
System Functionality
The SRMS provides the following core functionalities:
1. Customer Functionality
• Account Management:
o Registration and login.
o Profile management.
• Service Request Submission:
o Input details such as contact information, service type, and
description.
• Request Tracking:
o View the status of submitted service requests.
• Notifications:
o Receive email confirmations and updates.
2. Admin Functionality
• Request Management:
o View and filter service requests based on status (e.g., "Pending,"
"In Progress").
o Assign requests to technicians or mark them as resolved.
• Reporting and Analytics:
o Generate reports on request volume, resolution times, and staff
efficiency.
• Customer Interaction:
o Communicate with customers for additional details or updates.
3. Automated Features
• Email Notifications:
o Acknowledgment emails for submitted requests.
o Updates sent on status changes.
• Request ID Generation:
o Unique IDs for each service request for tracking and reference.
HTML Implementation

<!DOCTYPE html>
<html lang="en">
<head>
<meta charset="UTF-8">
<meta name="viewport" content="width=device-width, initial-scale=1.0">
<title>Repair Service Application</title>
<link rel="stylesheet" href="https://cdnjs.cloudflare.com/ajax/libs/font-
awesome/5.15.4/css/all.min.css">
<style>
body {
font-family: 'Times New Roman', serif;
display: flex;
justify-content: center;
align-items: center;
height: 100vh;
background: #f0f2f5;
margin: 0;
}
.container {
text-align: center;
background: #fff;
padding: 40px;
border-radius: 10px;
box-shadow: 0 0 10px rgba(0, 0, 0, 0.1);
}
h2 { color: #333; margin-bottom: 20px; }
input, select, button {
display: block;
margin: 10px auto;
width: 90%;
max-width: 400px;
padding: 10px;
border: 1px solid #ccc;
border-radius: 5px;
}
button {
background: #4CAF50; color: white; border: none; cursor: pointer;
}
button.clear { background: #0000FF; }
button.logout { background: #f44336; }
button:hover { opacity: 0.8; }
.hidden { display: none; }
.input-container { position: relative; }
.toggle-password {
position: absolute; right: 10px; top: 50%;
transform: translateY(-50%); cursor: pointer;
}
</style>
<script>
const toggleVisibility = (fieldId, iconId) => {
const field = document.getElementById(fieldId);
const icon = document.getElementById(iconId);
const isPassword = field.type === "password";
field.type = isPassword ? "text" : "password";
icon.classList.toggle("fa-eye", !isPassword);
icon.classList.toggle("fa-eye-slash", isPassword);
};

const switchVisibility = (hideId, showId) => {


document.getElementById(hideId).classList.add("hidden");
document.getElementById(showId).classList.remove("hidden");
};

const validateEmail = email =>


/^[a-zA-Z0-9._%+-]+@[a-zA-Z0-9.-]+\.[a-zA-Z]{2,}$/.test(email);

const submitForm = () => alert("Form submitted (implement API call


here).");
const clearForm = () => document.querySelectorAll("input,
select").forEach(el => el.value = "");
const logout = () => switchVisibility("form-container", "login-container");
</script>
</head>
<body>
<div class="container">
<div id="login-container">
<h2>Login</h2>
<input type="text" id="login-username" placeholder="Username">
<div class="input-container">
<input type="password" id="login-password"
placeholder="Password">
<i id="toggle-login-password" class="fas fa-eye toggle-password"
onclick="toggleVisibility('login-password', 'toggle-login-password')"></i>
</div>
<button onclick="switchVisibility('login-container', 'form-
container')">Submit</button>
<p><a href="#" onclick="switchVisibility('login-container', 'registration-
container')">Create an account</a></p>
</div>

<div id="registration-container" class="hidden">


<h2>Register</h2>
<input type="text" id="name" placeholder="Name">
<input type="text" id="username" placeholder="Username">
<input type="email" id="email" placeholder="Email">
<div class="input-container">
<input type="password" id="password" placeholder="Password">
<i id="toggle-password" class="fas fa-eye toggle-password"
onclick="toggleVisibility('password', 'toggle-password')"></i>
</div>
<button onclick="switchVisibility('registration-container', 'login-
container')">Register</button>
</div>

<div id="form-container" class="hidden">


<h2>Service Request</h2>
<input type="text" id="customer-name" placeholder="Name">
<input type="text" id="customer-contact" placeholder="Contact
Number">
<input type="email" id="customer-email" placeholder="Email">
<input type="text" id="item" placeholder="Item Description">
<input type="text" id="serial-no" placeholder="Serial Number">
<select id="service-type">
<option>Repair</option>
<option>Overhaul</option>
<option>Calibration</option>
</select>
<button onclick="submitForm()">Submit</button>
<button class="clear" onclick="clearForm()">Clear</button>
<button class="logout" onclick="logout()">Logout</button>
</div>
</div>
</body>
</html>

Applications
1. Repair and Maintenance Services
Businesses offering repair or maintenance (e.g., electronics, plumbing, or
appliances) can streamline customer requests and improve resolution times.
2. IT Support
IT service providers can manage user tickets, assign technicians, and ensure
timely responses.
3. Facility Management
Organizations managing large facilities can use SRMS to track and address
maintenance needs efficiently.
4. Customer Service Centers
Call centers can use SRMS to log customer issues, assign them to agents, and
monitor their resolution.
5. Healthcare
Hospitals can use SRMS for equipment repair requests or IT-related issues.
Screenshot
Conclusion
The Service Request Management System (SRMS) transforms traditional
service workflows by leveraging modern technology to enhance efficiency,
reliability, and user satisfaction. Designed to cater to diverse business needs,
the system introduces a structured approach to managing service requests,
eliminating manual bottlenecks and improving overall performance.
Its modular design allows businesses to customize the system according to
their specific requirements. Each module, such as user management, request
tracking, or reporting, operates independently yet integrates seamlessly within
the larger system. This flexibility ensures that the SRMS can adapt to
organizations of various sizes and industries, from small repair shops to large-
scale IT support firms.
Automation features are at the heart of the system, streamlining repetitive
tasks like assigning tickets, sending notifications, or updating statuses. This
reduces human error, accelerates response times, and ensures consistency in
service delivery. For instance, customers receive instant updates about their
request status, while support teams are automatically alerted to new
assignments, enabling faster resolution of issues.
The centralized database is another key feature, serving as a single source of
truth for all service request information. It allows businesses to store, retrieve,
and analyze data with ease. This not only enhances transparency but also
provides valuable insights through detailed analytics and reports.
Organizations can identify trends, measure performance, and optimize
workflows based on real-time data, driving continuous improvement.
Together, these features create a seamless user experience, empowering
customers with easy access to services while ensuring businesses maintain
control and efficiency. By bridging the gap between service providers and their
customers, the SRMS sets a new standard for managing and fulfilling service
requests in a dynamic, technology-driven world.
Key Benefits:
1. Enhanced Customer Satisfaction:
o Quick responses and transparent status tracking improve trust
and reliability.
2. Improved Efficiency:
o Automation reduces manual errors and speeds up request
handling.
3. Scalability:
o The system can easily adapt to growing service volumes.
4. Actionable Insights:
o Reporting modules help businesses identify trends, optimize
resources, and improve services.
By adopting SRMS, organizations can ensure robust service delivery while
minimizing operational bottlenecks, making it an indispensable tool in today’s
competitive business environment.

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