Create a Service Request on a Product on a Rental Contract in GateWay

Describes how to create a service request for a product on a contract in the customer access portal.

Type

How to

Audience

GateWay Customer, Salesperson

Products

GateWay’s customer access portal

 

Context

Create a service request when you are renting a piece of equipment from a company and it requires repairs, maintenance, or your service agreement states that it is time for regularly scheduled servicing. 

 

For example, if your excavator breaks down at the site, you can log into the customer access portal and locate the product on the appropriate rental contract, fill out the service request form, then submit it directly to the rental company. The rental company receives the request and can send a mechanic to your location to perform the repairs, maintenance, or servicing. 

 

Notes

  • You can only send a service request for a product on a rental contract with the On Rent or Off Rent status.
  • You can only send a service request for a product on a rental contract that does not currently have a pickup request on it

Before You Begin

Required: Internet connection; valid GateWay account; valid login credentials and access permissions; existing rental contract with a minimum of one product

 

Steps

To submit a service request for a product on a rental contract, do the following:

  1. In the customer access portal menu bar, do one of the following:
    1. If you need to create a service request for a product on an open rental contract, navigate to Rentals > Open
    2. If you need to create a service request for a product on an overdue rental contract, navigate to Rentals > Overdue
    The list of contracts opens in the main area
  2. Do one of the following:
    1. In the list of contracts, click more options next to the rental you need to download the contract for then do the following:
      1. Use the more options drop-down to select Request Service
    2. Click the rental contract you need to download the PDF for then do the following:
      1. In the details popup for that contract, in the list of products, click service request next to the appropriate product listing
    The Service Request popup opens for that product
  3. Type the name of the person that the rental company should contact regarding the request in the Contact Name field
  4. Type the phone number of the person the rental company should contact regarding the request in the Contact Phone field
  5. Type a detailed description of the reason for the request in the Service Issue Details field
  6. Click Submit Request
    The service request is submitted to the rental company
    You receive a notification email confirming your request is sent

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