| Table of Contents | ||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|
|
| Info |
|---|
This article is about activating this module as an implementation consultant. For more detailed information on how to manage or use the concepts in this module as an application manager or a user (for instance, details on how to create an object), see the related module in the application managers and/or Users part of this knowledge base: Application Managers / Users |
1. Requests in general
A request system is a tool used to report and address issues or maintenance needs within a facility or office building. The person creating a request provides detailed and essential information about the issue so that the responsible person or team can handle the issue accordingly and within the specified period. The request process gives transparency to the requestor and the responsible for the progress of the request.
...
This module enables employees/users to easily submit work-related requests or report problems. The system automatically assigns these requests to the appropriate team to be handled, eliminating users needing to find the right person or team themselves. Additionally, if the corrective workorder module is activated, 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.
...
Which service groups are used by the customer? All service group members will be users of the Workplace Management application and will get tasks to handle requests.
Which problem types are applicable to the customer? Does the customer want a simple list with only a couple of problem types to choose from or a complete hierarchy of problem types with multiple levels?
Does the customer want to use the
corrective work orders module? Requests can be handled directly by the responsible service group (member) or via corrective work orders created from the request. Corrective work orders can be assigned to internal users or external suppliers to register relevant costs and handle the problem. If the customer wants to use corrective work orders:Use corrective work orders in general: corrective work orders can be created in all requests (independent from problem type)
Use corrective work orders based on the problem type: Determine per problem type if corrective work orders can be created.
Are SLAs used to monitor the response and handle times of requests? If so, register the desired response and handle times per priority.
...
For more information about these modules see:
...
Use SLA times: Enable this option to register the response and handle times desired per priority and be able to report on the response and handle times for all requests.
Hide option to send request to contractor: Hide the option to forward the request to a contractor instead of working with corrective work orders. Forwarding requests to a contractor can be used if the customer does not use corrective work orders for this purpose.
Auto close request after workdays: After a request is handled, the requestor can check if the request is handled accordingly. If the requestor does not review the request, the request is automatically closed after X days.
Set update done by requestor flag: Enable this option if the requests need to be flagged as soon as the requestor adds more information to the request. The service group that handles the request becomes aware of the additional information and can then mark the request to confirm that the requestor's update is seen.
Use preferred suppliers: Enable this option to register preferred suppliers in general, per building, per area, and/or per asset, and let the application automatically assign the preferred supplier to the corrective work orders.
Use Knowledge base: Enable this option to use a knowledge base in requests, where users can add knowledge base items to help other users handle requests faster and more efficiently.
Check duplicate problem type: Enable this option to let the application check for duplicate (open) requests with the same problem type.
Check duplicate propertybuilding: Enable this option to let the application check for duplicate (open) requests with the same property/ building.
Check duplicate area: Enable this option to let the application check for duplicate (open) requests with the same area.
Check duplicate asset: Enable this option to let the application check for duplicate (open) requests with the same asset.
...
The emails that are automatically sent via the workflow (e.g., the confirmation email to the requestor after the new request is submitted) are also generated and shown in the include on the module activation after the module activation is started. If the customer does not want to use one or more workflow emails, the emails can directly be deleted from the overview. For more information on workflow emails: Standard Workflow emails
For a detailed description of the emails sent via the workflow, see: Requests module in the 'Application Managers' section.
...
Reference | Name | Description |
|---|---|---|
FMB-F-031 | Import problem types (basic) | This import can be used to import the problem types which can be selected in requests. This is a basic variant of the problem type import without work order or ITIL settings. |
FMB-F-032 | Import problem types (advanced) | This import can be used to import the problem types which can be selected in requests. This is the advanced variant of the problem type import with work order and ITIL settingssettings. |
FMB-F-005 | Import preferred suppliers | If preferred suppliers are to be used, via this import suppliers (already available in the system via the default imports for suppliers) can be linked to roles and buildings. Roles are also imported as part of this import. |
4.4 System groups
When a module is activated, system groups become available that can be assigned to user profiles. These system groups will give users access to (a subset of) navigation menu options, startboard tabs, and tasks in the relevant workflow(s).
...
Reference | Name | Description | License needed |
|---|---|---|---|
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 all 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-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 |
...
For some modules, other (master data) modules might be of importance, in order to be able to fully use this module.
For Requests, the Master data modules ‘Properties ‘Buildings and areas’ and ‘Assets' are often relevant therefore the following system groups could also need to be assigned to users (If not already done in the past), to be able to create and edit the relevant master data objects.
Reference | Name | Description | License needed |
|---|---|---|---|
GOB-G007 | Edit properties buildings and areas | Group gives create and edit rights on properties buildings and areas | Full user |
GOB-G008 | Edit assets | Group gives create and edit rights on assets | Full user |
...
When a module is activated, the relevant navigation menu options become available to users with the correct authorizations (based on the system groups). Next, a module-specific key user startboard tab becomes available for that particular module and is visible depending on the user's authorizations. This tab gives users insights and day-to-day work overviews relevant to the specific module.
For more general information on the navigation menu and startboard, see: https://spacewell.atlassian.net/wiki/spaces/KB/pages/441712705/Authorizing+users#2.2-Navigation - menu - and - 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.
...
More information about the navigation menu and startboard options applicable for Requests see: Requests - Navigation menu & Startboard
5. Additional reports
Additional reports can be available for some modules via the ‘Reports’ navigation menu option.
For the requests module, there are reports available via:
...
To navigate to all Requests settings, go to Module settings → tab Requests. Hover over the available settings to get more information:
...
.
7. Additional information
...
For the user manual with a more step-by-step explanation of the process itself, see: Requests module for (end)users
...