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Difficulty: starter/ novice/ expert/ legend

Content

Table of Contents
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Learning Objectives

After reading this article, you’ll be able to:

  • To assign requests

  • Create you own …

  • Import xxx

Requests

This is very (NOT) interesting.

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titleAssign request

Assign Requests

When a request is created and it is needed to assign a someone to handle the request you will see the request in your task overview on your startBoard, click on the date to open it.

Check the details of the request and follow the next steps:

  1. Change the treatment group if necessary by using the “Treatment group” drop down field on the right of the screen.

  2. Assign the request to yourself or a colleague.

Note

Good to know:
If you cancel the request, this cannot be undone (without the intervention of a system adminstratror)

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titleHow to handle a request?

How to handle a request

If a request is assigned to you can see it in your task list on your startBoard.
Click on the date to open it.

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You have different options for proceeding with the request:

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  • Handled
    If you can handle the request by yourself use this option and fill in a description of your resolution

  • Send to Contractor (optional depends on settings)
    If you can`t solve the request and a contractor is needed, use this this option and change the field “Handling by” to contractor via Email. The request will be still open for service desk employee

  • Need information
    Sent the request back to the requester with the request for more information

  • Retract
    Sent the request back, the status of the request will change back to “submitted” and various fields can filled in again. For example use this if the request is assigned to the wrong treatment group.

  • Create work order
    You can`t solve the request yourself and work order is needed to solve this request.
    More info about work orders, see Article.

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titleContractor via email

Contractor via email

if the request is sent to an contractor via email for further handling, the service-desk employee can see this request and have a few options to proceed.

  • Handle further
    For example the contractor has indicated that that request is resolved. The status off the request will change to “Handle.” The assigned person can proceed further with the request.

  • Cancel the request

  • Create a work order to solve the request.

Summary

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Exercise

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