Content Comparison

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• Directly from within the ‘Requests’ module activation (Requests module activation and information)

• Via the ‘Module settings' → ‘Requests’ → 'Servicedesks Servicedesk service groups’ include

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For each of the service groups, a user profile can be created via the ‘User profile management dashboard' on the administrator's startboard.

Users with the ‘4. Servicedesk employee’ system group will automatically get the service desk startboard dashboard tab, via which they can handle the requests assigned to their service groups and themselves. For more information: https://spacewell.atlassian.net/wiki/spaces/KB/pages/81133665/Requests+module+activation+and+information#4.5-Navigation-menu-and-startboard-options

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Another very important element of the requests module is the problem types. A problem type is a way to distinguish between different types of requests. The problem type also has several options that determine the default service group, priority, behavior, visibility, and pre-defined values of fields in a request. For example, the asset category can be determined within the problem type. If a user creates a request with (for instance) the problem type ‘Printer broken', the asset linked to the request should only be from the category ‘Printer’. It does not make sense if the user can link an asset from a category to anything other than a 'Printer'.

There are two ways to select a problem type in a request. The desired option to select a problem type in a request can be determined via the ‘Module settings’ → ‘Requests’ → ‘Problem type via keywords’).

• Drop-down field : (Problem type via keywords = No): The user first selects the main level problem type from a drop-down list. After selecting the first level, the second drop-down field becomes visible, where the user can select the second-level problem type from the hierarchy. After selecting the second level, the third drop-down field becomes visible, where the user can select the third-level problem type from the hierarchy. The second and/or third-level problem type drop-down field only applies if the hierarchy has the same number of levels. If the hierarchy only has two levels, obviously, the third-level drop-down field will not become visible. Workplace Management only supports a problem - type hierarchy of 3 levels maximum by default.

• Keywords field : (Problem type via keywords = Yes): The user can search the applicable problem type via a keywords (text) field. The user starts typing, and after typing at least three characters, all problem types are shown which comply. Besides the problem type name, the keywords field of the problem type is evaluated. To use this option, it is, of course, necessary to fill the keywords for every problem type used with relevant search terms.

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1. Cleaning

   1. Toilets

   2. Kitchen

2. IT

   1. Request a new device

   2. Device stolen or missing

   3. Issues with device

      1. Laptop

      2. Phone

      3. Tablet

3. Electricity

   1. Defect Defective wall outletDefect light

   2. Defective lighting

4. Furniture

   1. …

   2. …

In this example (when using the problem type drop-down fields), first, the user needs to select the main problem type (Cleaning, IT, Electricity, or Furniture). After selecting for example 'Electricity', the sub problem types become available and the user needs to select the next applicable problem type (Defect Defective wall outlet or Defect lightDefective lighting).

When using the problem type keywords search field, the customer can add as many main and sub-level problem types as desired.

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• Service group: To which service group is the request automatically assigned to.

• Priority: The priority determined in the problem type is automatically taken over copied to the request. The priority is used for the Service Level Agreements (See next part).

• Additional information and picture: More information can be specified in the problem type. If this is set, this is automatically displayed in the request to the user creating the request to help the user either solve the problem without needing to submit the request (e.g., ‘Have you tried turning it off and on again') or help describe the issue correctly (e.g., “Make sure to add the version of the browser you experience with which you’re experiencing this problem”).

• Mandatory and visible fields: The problem type determines if certain fields (building, area, and asset) are mandatory to fill in, not mandatory, or not even visible). This can help make the page to submit a request as clean and clear as possible (e.g., no need to bother the user with the option to set an area if they report a broken mobile phone)

• Work order settings: In the problem type, several work order settings can also be applied, but more on this in the corrective work order chapter.

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1. A problem type scheme is a tree of problem types. Technically, multiple problem type schemes can be created with , each containing their own problem types. By default, the default problem type scheme 'problem tree' is automatically linked to every new request.

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