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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 resolutionto be handled, eliminating 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. Users can track the progress of their requests through reports and dashboards, evaluating if requests have been handled within the SLA (Service Level Agreement) times and work orders completed by suppliers.
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Reference | Name | Description | License needed | ||||
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GOB-G002 | Create requests | Group gives access to creating requests (object and startboard menu options) | Requestor | ||||
FMB-G151 | View requests | Group gives access to the navigation menu option 'Requests'. | Requestor | ||||
GOB-G013 | Servicedesk employee | Group grants general rights to view and handle requests. Group must be assigned to each service desk employee (in addition to the customer-specific service desk group for handling the specific requests for that service group) | Limited user | ||||
GOB-G033 | Service groups | Parent group under which al client-specific ServiceDesk groups are created. Access rights and filter pages use this group and all child groups in lots of places to provide the client-specific ServiceDesk groups with the correct access rights and the possibility to select them. | FMB-G064 | Manage demarcations | Group gives access to demarcation lists en object demarcations. | Full user | |
FMB-G057 | Manage problemtrees | Group gives access to create and edit problem trees and problem types. | Full user | ||||
FMB-G082 | Management dashboards requests | Group gives access to the menu option "Management dashboards" for the requests module, as well as access to the relevant objects to view this content of the dashboards. | Limited user |
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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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