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Which service groups are used by the customer? All service group members will be users of the Workplace Management application and will get tasks to handle requests.
Which problemtypes problem types are applicable for the customer? Does the customer want a simple list with only a couple of problemtypes problem types to choose from or a complete hierarchy of problemtypes problem types with multiple levels?
Does the customer want to use corrective work orders? Requests can be handled directly by the responsible service group (member) or via corrective work orders created from the request. Corrective work orders can be assigned to internal users or external suppliers to register relevant costs and handle the problem. If the customer wants to use corrective work orders:
Use corrective work orders in general: corrective work orders can be created in all requests (independent from problemtypeproblem type)
Use corrective work orders based on the problemtypeproblem type: Determine per problemtype problem type if corrective work orders can be created.
Are SLAs used to monitor the response and handle times of requests? If so, register the desired response and handle times per priority.
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Use SLA times: Enable this option to register the response and handle times desired per priority and being able to report on the reponse and handle times for all requests.
Hide option to send request to contractor: Hide the option to forwarded the request to a contractor instead of working with corrctive work orders. Forwarding requests to a contractor can be used if the customer does not use corrective work orders for this purpose.
Auto close request after workdays: After a request is handled, the requestor can check if the request is handled accordingly. If the requestor does not review the request, the request is automatically closed after X days.
Set update done by requestor flag: Enable this option if the requests needs to be flagged as soon as the requestor adds more information to the request. The service group which handles the request becomes aware of the additional information and can then mark the request to confirm that the requestors update is seen.
Use preferred suppliers: Enable this option to register preferred suppliers in general, per building, per area and/or per asset and let the application automatically assign the preferred supplier to the corrective work orders.
Use Knowledge base: Enable this option to use a knowledge base in requests, where users can add knowledge base items to help other users handling requests faster and more efficient.
Check duplicate problemtypeproblem type: Enable this option to let the application check for duplicate (open) request with the same problemtypeproblem type.
Check duplicate property: Enable this option to let the application check for duplicate (open) request with the same property/building.
Check duplicate area: Enable this option to let the application check for duplicate (open) request with the same area.
Check duplicate asset: Enable this option to let the application check for duplicate (open) request with the same asset.
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Reference | Name | Description |
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FMB-F-031 | Import problemtypes problem types (basic) | This import can be used to import the problemtypes problem types which can be selected in requests. This is a basic variant of the problemtype problem type import without work order or ITIL settings. |
FMB-F-032 | Import problemtypes problem types (advanced) | This import can be used to import the problemtypes problem types which can be selected in requests. This is the advanced variant of the problemtype problem type import with work order and ITIL settings. |
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Navigation menu option | Available to system groups | Description |
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Requests |
| The option to search for all existing requests. |
Problem type schemes |
| The option to manage the problemtypesproblem types. |
Roles |
| The option to manage the roles which can be linked to problemtypes problem types and preferred suppliers. |
Preferred suppliers |
| The option to manage preferred suppliers in general. Specific object related preferred suppliers can be maaged within the corresponding object (e.g. a building). |
Knowledge Base |
| The option to manage knowledge base items. |
Requests dashboard |
| A management dashboard with overviews and graphs related to requests (New vs Handled, SLA response times, etc) |
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For the user manual with a more step-by-step explanation of the process itself, see: Requests module for (end)users
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