Requests

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title Assign request
Assign Requests When a request is created, and it is needed to assign someone to handle the request, you will see the request in your task overview on your startBoard, click on the date to open it. Image Removed Check the details of the request; change or fill in missing field if needed Change the treatment group if necessary by using the “Treatment group” drop down field on the right of the screen. Assign the request to yourself or a colleague using the ‘Assigned to’ field. The page will refresh after selecting a person. Note Good to know: If you cancel the request, this cannot be undone (without the intervention of a system adminstratror) Image Removed

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title How to handle a request?
How to handle a request If a request is assigned to you can see it in your task list on your startBoard. Click on the date to open it. Image Removed You have different options for proceeding with the request: Image Removed Handled If you can handle the request by yourself use this option and fill in a description of your resolution Send to Contractor (optional depends on settings) If you can`t solve the request and a contractor is needed, use this this option and change the field “Handling by” to contractor via Email. The request will be still open for service desk employee Need information Sent the request back to the requester with the request for more information Retract Sent the request back, the status of the request will change back to “submitted” and various fields can be filled in again. For example use this if the request is assigned to the wrong treatment group. Create work order You can`t solve the request yourself and work order is needed to solve this request. More info about work orders, see the article about “Work orders” Image Removed

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title Send to contractor (via email)
Send to contractor (via email) If the request is sent to a contractor via email for further handling, the service-desk employee can see this request and have a few options to proceed. Handle further For example the contractor has indicated that that request is resolved. The status off the request will change to “Handle.” The assigned person can proceed further with the request. Cancel the request Create a work order to solve the request. Image Removed

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Creating a work order

Work orders can be created within a request and are used to plan, executed and monitor the work that comes from the request for contractors
Users who are currently responsible for a request are able to create a work order within that request (Based on the setting). By default the creator of the work order will become the person internally responsible for the it. The corrective work order manager and the other members of the service desk group responsible for the request are also able to execute the workflow tasks.

for more information about (Corrective) work orders, see this article.

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Problem type schemes

You can create or edit problem type schemes by navigating in the menu to “Problem type schemes” under requests in the menu.

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It is possible to have multiple schemes, but it is not necessary. You can have multiple problem types in one scheme.

• To edit a problem type scheme click on the reference

• To create a new one, press the “New” button

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Use the following to add a new problem to a scheme:

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1.

After opening a problem type scheme press the button “Problem Types.”

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2.

Press the “Search” button

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You can edit/add new problem types and new solution groups in this screen.

• add a new solution group by using the “New solutiongroup”

• add a new problem type by using the “New” button

• Click on a problem type to edit a problem type.

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Here you you can fill in or edit the details of a problemtype.

If you want to use sub requests, you will need to change the setting to yes and enter the sub requests in the include below.

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Summary

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What is a request?

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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.

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Fill in the request details and press the “Submit” button to finalize the request.

1. Select the problem type: Select the correct choice in the “Concerns” field for example, Cleaning.

2. If the “Concern” has sub levels: select the appropriate sub-level.

3. Enter the subject. For example, the toilets are dirty.

4. Enter a short description of the request.

5. Depending on settings/Concerns, fill in the property (floor/area).

6. Select or scan (optional) an asset.

7. Please select if you want to be informed about the request. If you leave the field empty you will be informed via email.

8. Press “Submit” to send the request.

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Attaching documents

If needed, you can attach documents. This can be done by dragging and dropping or using the “Select files button.”

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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.

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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.

1. Click on the hyperlink of the date to open the request.

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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.

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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.

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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.

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title Create request for an asset using a QR code scanner
Create request for an asset using a QR code scanner You 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! Info By scanning the QR code, the asset will be linked automatically to the request. Open you QR code scanner. In most case this will be the camera or Qr code scanner App on your phone Scan the QR code you found on the Asset. An asset could be a coffee machine, laptop, tv, desk, etc. A login screen now appears (this step is skipped when your automatically logged in via SSO). Login using your Workplace Management username and password. The asset you just scanned now opens. Scroll down to the bottom of the page and click the ‘Create request’ button. The steps that now follow are the same as described in the previous section “How to create a request?” Image Added Image Added Image Added