Service Request

⚙️ Utility Service Request Overview

The Utility Service Request (USR) Doctype is the core intake and workflow document for managing both property leasing and utility connections. It handles everything from customer onboarding to contract creation and utility billing setup.

🌟 Key Use Cases

🏘 Property Management

Tenant lead intake
Property/Unit selection
Lease creation and management
Booking & deposit payments
Automated rent billing and escalation

💧 Utility Billing

Request for water/electricity/sewerage connection
Meter assignment and tracking
Utility structure mapping
Automated recurring utility billing
Billing status monitoring

🧩 Features & Fields Explained

🔑 Core Information

Request Type (request_type): Define the type of utility request (e.g. new connection, disconnection, upgrade).
Service Request From: Specify source (Customer, Lead, Prospect).
Party Name / Customer Name: Link to CRM or new customer entry.
NRC/Passport No.: Identify the customer or tenant.

🧾 Items Table

Each Utility Service Request can include multiple items tied to the contract, enabling automatic population of sales documents and dynamic utility billing. These items could represent:

One-time fees (e.g., connection fee, inspection)
Recurring services (e.g., monthly rent, water charge, electricity base fee)

📌 This table ensures Sales Orders and Invoices are pre-filled based on service definitions in the Utility Service Request.

🧩 Utility Bill Structure Link

The Utility Bill Structure provides a reusable billing configuration template that includes default items and rules for generating bills.

Link the Utility Bill Structure to the Utility Service Request to auto-populate item rows and configure billing behavior.

🧾 Contract & Billing

Contract Dates (start_date, end_date): Define service period.
Price List / Currency: For dynamic pricing.

🧮 Financials & Project Dimensions

Cost Center & Project: For accounting and project tracking.
Sales Order & Invoice Generation: Generate deposit or booking orders and recurring invoices directly from the request.

🧰 Location/Network Info (Utility-Specific)

Connection Size: Define pipe or cable size.
Pipe Distance / Type: Record distance to water/sewer network.
Water Network / Location: Specify connection point.

Coordinates Tab
service_request_coord_tab.png

🏠 Requested Properties

This section allows you to assign and manage multiple utility or rental properties within a single service request. Each property item supports advanced billing and automation features designed to streamline lease and invoice generation processes.
Lease Tab

Property Item

🏘️ Utility Property

A required field that links to the specific property associated with this contract item.
✅ Is Active?

Indicates whether the property is currently active for billing. Uncheck to temporarily disable invoicing or adjustments for the item.
📅 Start Date / End Date

Defines the contract duration for the property. Billing and adjustments are only applied within this date range.
📐 Contract Length (Months)

Automatically calculated or manually defined, this represents the total duration of the contract in months. Useful for internal reporting or rule application.
🛡️ Insurance

Links to an Insurance document that provides coverage details for the property during the rental period.
⚙️ Adjustment Rule

Links to a Billing Adjustment Rule, which determines how rates change over time (e.g., percentage-based rent increments or conditional adjustments).

📬 Address & Contact

Embedded address and contact display tabs for easy CRM integration.

🔄 Flow: Property Rental + Utility Connection

graph TD
    A["Customer / Lead / Prospect (CRM)"] --> B["Create Utility Service Request"]
    B --> C["Create Customer"]
    C --> D["Site Survey"]
    D --> H["Create BOM"]
    H --> F["Sales Order"]
    F --> G["Sales Invoice"]
    C --> G

🚀 Process Breakdown

1️⃣ Create Utility Service Request

Initiated from CRM (Lead/Customer)
Captures all necessary details (tenant, property, utility needs)

2️⃣ Site Survey & BOM

On approval, site survey & BOM document created
Captures technical and engineering details of connection

3️⃣ Contract & Meter Linkage

Auto-creates Property Contract for property leasing
Assigns Meter Numbers for utilities (auto-generated or manually linked)
Creates Customer → Meter linkage

4️⃣ Generate Sales Order

Sales Order Modal

Deposit or booking amount auto-fetched from USR
Sales Order submitted for payment processing
Auto repeat can be optionally configured for recurring orders

When Rent Billing Approach is Item Price, Create → Sales Order /
Deposit skips the modal and opens the standard new Sales Order form
instead, pre-filled with the customer, the service request, the company, the
dates and the price list. The document is completed and saved on its own form.

5️⃣ Sales Invoice & Payment

Sales Invoice Modal

Generates first invoice
Optional automatic billing setup for rent or utility usage
Escalation rules applied where needed

As with the Sales Order, when Rent Billing Approach is Item Price,
Create → Sales Invoice opens the standard new Sales Invoice form
pre-filled from the request.

5️⃣ Property Items Are Added Automatically

Adding a row to Requested Properties brings in that property's rent item
for you — there is no need to add it by hand:

Every requested property's service item (named after the property) is
fetched and appended to the Items table.
Removing a property removes its item row, so the two tables stay in step.
Re-adding a property does not create a duplicate row.
Items you add by hand are left untouched; only property rows are managed.
The Items table is optional: a request can be saved without any items and
they can be added later, on the request or on the Sales Order / Sales Invoice
built from it. When a Utility Bill Structure is set, its items still
populate the table automatically.
The item carries its name, UOM, rate and description. The rate comes from
the document's Price List when one is set, otherwise the item's standard
rate.
Changing the Price List re-resolves the property item rates.

The Price List defaults from the customer (or the customer group) when the
document does not already have one, so rates resolve without extra steps.

6️⃣ Define Item Prices (Item Price Billing)

When Utility Billing Settings → Rent Billing Approach is set to Item
Price, use Define → Item Prices on the service request to generate the
rent rates for the whole lease instead of an Auto Repeat.

Select the property and enter the Base Rate per property.
Pick the lease period and a Billing Adjustment Rule (for example 5% per
year) to auto-calculate the rates for every period.
Add Manual Rates to override a generated rate from a specific date.
Preview expands the periods, and Create Item Prices writes one
Item Price per property, period and customer using the property's
service item.
Re-running the action skips periods that are already priced, so it never
duplicates rates.