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This article explains how to use this module as a user, focusing on practical steps and functionalities. For a deeper understanding of the concepts in this module, including why certain options are available, refer to the corresponding article in the application managers section of this knowledge base. To learn how to enable this module, see the related article in the implementation consultant section of this knowledge base. |
1. What is this module about
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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 |
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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 handledhandled.
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 set the request back to the requestor to provide more information.
The responsible user responsible for handling can handle 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 themselves or can forward the request to an internal (e.g. a handyman) or external contractor (supplier). If the corrective work orders module is also activated, the responsible user can also create one or more corrective work orders to forward to contractors and handle the request via these work orders. See the corrective work orders article for more information.
Once the responsible user has handled the requestrequest is handled, the requestor can review the request and confirm, if the problem request has been solved handled 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 customerrelated request module settings for the client).
3. Navigation menu & Startboard
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This article focuses on the key users of the requests module. More information about creating requests by end users, see: Requests for end users
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After a request is submitted by a user, Workplace checks if the request is a potential duplicate.
If the request is not a potential duplicate, the request proces continues as normal.
However, if the request is a potential duplicate (e.g. same problem type, in the same property, for the same asset) the request gets the status 'Duplicate check'.
The service group to whom the request is assigned now has the option to either:
Select a duplicate request. The status of the request now changes to ‘Duplicate’. The request now needs no further handling. Duplicate requests are automatically closed once the original request is closed. Or;
Determine that the request is in fact not a duplicate, the request proces continues as normal.
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Options in the status 'Duplicate check'
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After opening a problem type scheme press the button “Problem Types.” |   | ||
Press the “Search” button |   | ||
You can edit/add new problem types and new solution groups in this screen.
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Here you you can fill in or edit the details of a problem type. 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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The article about problem types is under construction, Problem tree, problem type scheme
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