| Table of Contents | ||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|
|
...
A request system is a tool used to report and address issues or maintenance needs within a facility or office building. The person creating a request provides detailed and essential information about the issue , so that the responsible person or team can handle the issue accordingly and within the specified period. The request process give gives transparency to the requestor and to the responsible about for the progress of the request.
Overall, a request system in facility management streamlines the process of reporting and resolving issues, leading to improved efficiency, better communication, and enhanced facility maintenance. It helps ensure that the facility remains safe, functional, and comfortable for its occupants.
...
This module enables employees/users to easily submit work-related requests or report problems. The system automatically assigns these requests to the appropriate team for resolution, eliminating the need for users needing to find the right person or team themselves. Additionally, the module allows requests to be divided into one or more corrective work orders, which can automatically be sent to preferred suppliers automatically. Users can track the progress of their requests through reports and dashboards, evaluating if requests have been handled within the set SLA (Service Level Agreement) times and and work orders completed by suppliers.
...
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 problem types are applicable for to the customer? Does the customer want a simple list with only a couple of problem types to choose from or a complete hierarchy of 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 problem type)
Use corrective work orders based on the problem type: Determine per 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.
...
As for every new module, use the ‘Module activation’ option on the administrator startboard (only available for level 2 and level 3 admins). For more general information about these 'Module activation' options, see Module activation
...
The requests module does not require any other modules to be activated before. However, if you want to be able to link a specific building, area, and/or asset to a request, these modules will need to be activated first. Otherwise, it is only possible to register the specific building, area, and/or asset in a description field. Insights about the number of requests for a specific building, area, or asset will then not be possible.
...
Use SLA times: Enable this option to register the response and handle times desired per priority and being be able to report on the reponse response and handle times for all requests.
Hide option to send request to contractor: Hide the option to forwarded forward the request to a contractor instead of working with corrctive corrective 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 need to be flagged as soon as the requestor adds more information to the request. The service group which that handles the request becomes aware of the additional information and can then mark the request to confirm that the requestors requestor's 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 handle requests faster and more efficientefficiently.
Check duplicate problem type: Enable this option to let the application check for duplicate (open) request requests with the same problem type.
Check duplicate property: Enable this option to let the application check for duplicate (open) request requests with the same property/building.
Check duplicate area: Enable this option to let the application check for duplicate (open) request requests with the same area.
Check duplicate asset: Enable this option to let the application check for duplicate (open) request requests with the same asset.
Service groups:
...
The emails that are automatically send sent via the workflow (e.g., the confirmation email to the requestor after the new request is submitted) are also generated and shown in the include on the module activation after the module activation is started. If the customer does not want to use one or more workflow emails, the emails can directly be deleted from the overview. For more information on workflow emails: Workflow emails
...
For some modules, other (master data) modules might be of importance, in order to be able to fully use this module.
For Requests, the Master data modules ‘Properties and areas’ and ‘Assets' are often relevant , therefore the following system groups could also need to be assigned to users (If not already done in the past), to be able to create and edit the relevant master data objects.
Reference | Name | Description | License needed |
|---|---|---|---|
GOB-G007 | Edit properties and areas | Group gives create and edit rights on properties and areas | Full user |
GOB-G008 | Edit assets | Group gives create and edit rights on assets | Full user |
When generating the user profiles, it is advised to also include these groups in the profiles or have dedicated profiles (and users) for these modules.
...
When a module is activated, the relevant navigation menu options become available to users with the correct authorizations (based on the system groups). Next to that, a module-specific key user startboard tab becomes available for that particular module and is visible depending on the user's authorizations. This tab gives users insights and day-to-day work overviews relevant to the specific module.
...
This startboard tab has some buttons that are similar to the navigation menu options with the same names. Next to that, this tab has the following includes (most are only visible if they contain data):
Requests for my team, not yet assigned: This overview shows created tickets assigned to your team (service group) , which have not yet been assigned to a team member to handle the request.
Requests assgined assigned to me: This overview shows requests assigned to me to handle.
5. Additional reports
For some modules, additional Additional reports can be available for some modules via the ‘Reports’ navigation menu option.
For the requests module, there are reports available via:
...
For the user manual with a more step-by-step explanation of the process itself, see: Requests module for (end)users
9. Q&A
Waiting for questions to answerbe answered.