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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:

  • Create a request

  • Handle a request

  • Review a request

What is a request?

If you make a request, you politely or formally ask someone to do something. Workplace Management can be used to register and handle requests. It allows for prioritizing and assigning requests automatically, based on the problem type that is selected by the requestor. It is possible to send emails during several steps of the process, for example when a request is handled or the handler needs more information.

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titleHow to create a request?

How to create a request?

To create a request use the “Request” button on your startBoard.

Fill in details of the request and press the “Submit” button to finalize the request.

  1. Select the problem type: for example Cleaning

  2. If the problem type has sub levels: select the fitting sub level.

  3. Enter the subject. For example the toilets are dirty.

  4. Enter a short description of the request

  5. Depending on settings/problem type fill in the property (floor/area).

  6. Select if you want to be informed about the request, standard you will be informed.

  7. Press “Submit” to sent the request.

If needed you can attach documents. This can be done by drag and drop or use the “Select files button.”
If you need extra explanation about a box, you can hover over it for more details.

After submitting a request you can find it back on your startBoard under the header “My open request.”
You can also search for your request by using the “My request” button.

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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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titleNeed Information

Need information

In some cases the person who is handling the request needs more information to be able to handle the request. The request will have the status “Action requestor” and will be shown in the task overview of the requester. Click on the date to open it.

Fill in the requested information in the comment box on the bottom of the screen, press the “Handle further” button to proceed.

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titleReview a request

Review a request

if the request you have created is handled, it will appear as a task on your startBoard to be reviewed. The request will have the status “Handled at this moment. Click on the date to open it.

You will see two new buttons under the details of your request:

  • Approve: to approve how the request is handled and the request will be closed

  • Reject: Enter the reason for rejection in the comment section on the bottom of the page and press reject. The request will be sent back to the person assigned with the request.

Summary

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  • You now know what request are and how to create them

  • If a request is assigned to you, you know how to handle it.

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