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.

1. Check the details of the request; change or fill in missing field if needed

2. Change the treatment group if necessary by using the “Treatment group” drop down field on the right of the screen.

3. Assign the request to yourself or a colleague using the ‘Assigned to’ field. The page will refresh after selecting a person.

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.

You have different options for proceeding with the request:

• 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”

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.

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.

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.

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

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

1. After opening a problem type scheme press the button “Problem Types.”
2. Press the “Search” button
3. 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. Problem types can be classified under different parents, it will take over certain settings of the parent, like treatment group.
4. 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. You have to assign a “Treatment group” to problem type.

Sub requests

Sub requests are requests that can be automatically generated after submitting a (main) request. This functionality can be used when a certain problem type has several default actions that need to be executed. Each action will be a separate (sub) request.

For example, there is a request for a cleaning the windows on the twelfth floor (it is a building with multiple floors, 12 floors). There are several (sub) requests needed to complete the request.

1. hire a window washer basket.

2. hire a window washer.

3. Clean windows on the outside off the 12th floor.

4. Clean windows on the inside.

The request will be automatically closed if all sub requests are handled.