What is a Service Request in Spotilla?

What the Service Request is and how does it work and when to use


In Spotilla service, anything that a user reports and that another user has to deal with can be modeled as a service request.

Typical service requests include:

  • Fault message for maintenance
  • Quality deviation or equivalent
  • Repair suggestion to maintenance management
  • Kaizen, Lean or 5s notice
  • Work order

    Mechanic with wrenches in pocket at the repair garage-2

Necessary additional information fields can be defined for service request. You may also define their order and mandatory for each different type of service request.

Each different type of service request can be an address in a different queue, that is, they can have separate viewing and processing rights.


The service request always includes the following statuses in the service:

Open -> submitted notification that does not yet have a handler/responsible worker assigned
In progress -> a notification with a handler specified
Completed->  a notification that has been acknowledged as completed

The status of the service request can be also:

Forwarded -> a notification that has been moved from the original to another job queue
Canceled -> a notification that was canceled by responsible management

service request kanban view

Special features for service requests in Spotilla 

  • A service request is a functionality that can be used to monitor, for example, the turnaround time of a fault repair. Spot counts down the time from the moment the notification is made (i.e. the service request is opened on Spot) to the moment it is acknowledged as complete.
  • Also , it can be reported that how long time went from opening the ticket until its was delegated to some responsible role and was shifted from open-status to in progress-status and how much time it took from ticket opening to first comment on a ticket etc.
  • The service request feature is connected to the public form company.spotilla.fi/tiketti, which is a website through which anyone who knows this address can submit all the notifications that the administrator has allowed to be submitted through the public form. -so also without a username on Spot.
  • The ticket can be used, for example, for the observations of production cleaners or to report fault reports from the municipality's residents.

Read more about defining service request types and service request settings here.