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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.
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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.
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Reference | Name | Description |
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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).
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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.
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More information about the navigation menu and startboard options applicable for Project management Requests see: Requests - Navigation menu & Startboard
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For the user manual with a more step-by-step explanation of the process itself, see: Requests module for (end)users
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