Review Service History
Workplace Services / Service Desk / Service Provider
Review Service History
Select the Review Service History task to obtain a list of all service requests you handled.
You can search for service requests by Request Type, Status, or requests created within a certain data range. Click Select in the row for a request, and the program presents the details of the request on the View tab. The Description panel shows the current Request Status, and the History panel shows a detailed log for the request with request step , request step status , workflow step information.
Instead of reviewing request one by one, you can review an overview with the below reports:
Open Service Requests Report
This report gives a quantification of all open service requests for the service provider in regard to time escalation and request status.
For all the Open Service Requests a cross-table is shown with the following information:
| Escalation |
Request Status |
|---|---|
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Number of Open Service Requests vs.
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Number of Open Requests by Basic Request Status for the given Escalation status. |
Note: Most SLAs define the time limits for a request in terms of response and completion. Escalation occurs when request handling doesn't meet the specified Time to Complete and/or Time to Respond .
Service Provider Performance Reports
Run the Service Provider Performance Report task for a series of reports that quantify the quality and effectiveness of the service provided for all archived service requests.
By using the filter panel, you can examine results by site and/or by year.
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Evaluation of ... |
Parameters |
|---|---|
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Request Handling |
Number of Requests entered vs.
|
|
Cost |
Estimated Costs Actual Costs Cost Variance Number of Request Entered vs.
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Client Satisfaction |
Number of Client Surveys by Satisfaction Rating |