Difficulty: starter
Content
| Table of Contents | ||||
|---|---|---|---|---|
|
Learning Objectives
After reading this article, you’ll be able to:
Create a request
Scan QR code to create a request for an asset
Review a request
| Table of Contents | ||
|---|---|---|
|
1. What is this module about
The Requests module is designed to facilitate the users to create requests and report issues in the building and areas they are working. For example, if an emergency light is broken or the entrance door is jamming, the user can create a request, and the responsible person or team can handle the issue. Via the request module, the request process can be monitored and evaluated.
| Info |
|---|
The following chapters describe the use of this module as a key user. Whether or not all functionalities mentioned below are available to you as a user, depends on your assigned system groups. Contact your application manager in case you miss functionalities relevant to you. You can always check which system groups are assigned to you via your profile in the top right corner. For more information about this, see: History, favorites, personal bin and groups |
2. High over process overview
In this chapter, a high-over overview of the process is described. For a detailed description of every step in the process, see the chapter further below: Process step by step
The Requests module has several system groups related to it, allowing authorizing users for specific parts of, and tasks within this module. Below an overview of all relevant system groups and their role within the requests workflow. Also other additional system groups without a task in the requests workflows are mentioned.
...
Users with the system group ‘Create requests' can create a request. From a pre defined list of problem types, the user can select the applicable problem type. The user can enter all the important information for the servicedesk team to explain the reason for creating the request and what the problem is, that needs to be solved or fixed.
After the request is submitted, the applicable servicedesk team will get the task to assign the request to a member of the servicedesk team as the user responsible for handling the request. Which servicedesk the request is assigned to, is determined by the problem type. Once the request is assigned, the servicedesk team members are able to retract the request to assign to a different responsible user or to assign the request to a different servicedesk team.
It is also possible that a request is created multiple times (by different users) for the same building, area, asset and/or problem type. Instead of assigning the request to a responsible user, the servicedesk team can mark the request as a duplicate and can select the original/initial request, where it is a duplicate from. Once the initial request is handled, all the duplicate requests will also be automatically handled.
The user responsible for handling the request can register and monitor the progress of the request. If the responsible user needs more information to be able to handle the request, the request can be forwarded to the requestor to provide more information.
Once the responsible user has handled the request, the requestor can review the request and confirm, if the problem has been solved correctly. The requestor can approve or reject the request. If the requestor does not review the request, the request will automatically close after a pre defined number of days (how many days depends on the configuration of the customer).
3. Navigation menu & Startboard
For the Requests module, the following navigation menu options become available:
Navigation menu option | Available to system groups | Description |
|---|---|---|
Requests |
| The option to search for all existing requests. |
Problem type schemes |
| The option to manage the problem types. |
Roles |
| The option to manage the roles which can be linked to problem types and preferred suppliers. |
Preferred suppliers |
| The option to manage preferred suppliers in general. Specific object-related preferred suppliers can be managed 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.) |
For the Requests module, the following startboard tab becomes available:
...
This tab is available for the following system groups:
Servicedesk employee
Management dashboards requests
This startboard tab has some buttons 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 assigned to me: This overview shows requests assigned to me to handle.
4. Process in details
4.1 Process step by step
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 the requestor selects. 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.
...
How to create a request?
To create a request, use the “Request” button on your startBoard.
...
Fill in the request details and press the “Submit” button to finalize the request.
Select the problem type: Select the correct choice in the “Concerns” field for example, Cleaning.
If the “Concern” has sub levels: select the appropriate sub-level.
Enter the subject. For example, the toilets are dirty.
Enter a short description of the request.
Depending on settings/Concerns, fill in the property (floor/area).
Select or scan (optional) an asset.
Please select if you want to be informed about the request. If you leave the field empty you will be informed via email.
Press “Submit” to send the request.
...
Attaching documents
If needed, you can attach documents. This can be done by dragging and dropping or using the “Select files button.”
...
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 using the “My request” button.
...
| Info |
|---|
You cannot find requests that you forgot to submit. Requests that are not submitted will be automatically deleted after a couple hours. So don’t forget to submit your request! |
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 Per default this the person that created the request.
Click on the hyperlink of the date to open the request.
...
Fill in the requested information in the comment box at the bottom of the screen.
Press the “Handle further” button to proceed, or click ‘Cancel’ if the request is no longer relevant.
After clicking ‘Handle further’ the request is again send to the Servicedesk.
...
Review a request
If the request you have created is handled, there will be 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 at the bottom of the page and press reject. The request will be sent back to the person assigned to the request.
...
| Expand | |||||
|---|---|---|---|---|---|
| |||||
Create request for an asset using a QR code scannerYou can use any external QR code scanner to scan a QR code on an asset. Say the coffee machine is leaking water and you quickly want to report this. Simply scan the QR code, login into Workplace, and click the ‘Create request’ button!
|
...
| Expand | ||
|---|---|---|
| ||
Need informationIn 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 Per default this the person that created the request. 1. Click on the hyperlink of the date to open the request.  2. Fill in the requested information in the comment box at the bottom of the screen. 3. Press the “Handle further” button to proceed, or click ‘Cancel’ if the request is no longer relevant. 4. After clicking ‘Handle further’ the request is again send to the Servicedesk.  |
| Expand | ||
|---|---|---|
| ||
Review a requestIf the request you have created is handled, there will be 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:
 |
Summary
| Rw ui textbox macro |
|---|
|
Search
...
5. Automated emails
For the request module, the following default workflow emails are available:
Email content | When is it sent | Send to |
|---|---|---|
An email that a request has been assigned to the service group employee | When a request is assigned to a specific service group employee | The service group employee the request is assigned to |
An email to the requestor if the request is set as a duplicate request of another request | Once a request is set as a duplicate of another request | The requestor, if the requestor has indicated to ‘keep me posted’ on the request |
An email requesting to perform the work requested in the request | If requests are sent to contractors (instead of using the corrective work order process for this), this email is sent once a request is forwarded to a contractor (in- or external) | The contractor to which the request is assigned |
An email asking for more information (the email is a call to go to the request and provide extra information in the request and re-submit the request) | Once the service group employee sets the request to the ‘More information needed’ status (by using the function ‘Need information’) | The requestor, if the requestor has indicated to ‘keep me posted’ on the request |
An email to notify the requestor that the request has been handled and can be approved or rejected (by opening the request in the application) | Once the request is set to handled | The requestor, if the requestor has indicated to ‘keep me posted’ on the request |
An email that a request has been rejected by the requestor after it was handled | Once the request gets rejected | The service group employee the request is assigned to |
A email that the request has been cancelled | Once the request gets cancelled | Both the service group employee the request is assigned to and the requestor, if the requestor has indicated to ‘keep me posted’ on the request |
6. Related articles
The following articles are aimed towards application managers and implementation consultants:
For more detailed implementation information (including how to activate the module), which system groups are involved, data imports, see: Requests module activation and information
For more information on the content of this module, including detailed descriptions of some of the core components, see: Requests module in the 'Application Managers' section.