Submit new requests to Archibus

As a Facility Manager or System Integrator for the FM customer, I want to allow employees and guests to log service requests in an external system such as ServiceNow or other similar workplace system. I want those that requests to route or feed to Archibus, so that I can take advantage of the powerful routing and SLAs Archibus engine.

Edit or Cancel requests in Archibus that have not yet been issued.

If the employee updates the service request in the external system, I want to be able to update the equivalent service requests into Archibus.

• If the employee or guest cancels their request in the external system, I want to be able to cancel the equivalent work request in Archibus.
• I want to be able to update the Archibus service request satisfaction notes and rating for completed or canceled requests with the satisfaction notes and rating provided by the user in the external system. With this, I can run customer satisfaction analyses and improve the overall performance of the team.

Get Status Changes for previously submitted requests

I want to be able to get from Archibus status changes for service requests, so they can be communicated back to the requester (employee or guest). With this, I can efficiently utilize two systems together for different purposes and keep employees and guests informed, or get feedback from them.

New and Updated Servie Requests

When creating a new service request, the calling system must pass these required fields:

• Action Type (activity_log.activity_type).

• Requested By (activity_log.requestor).

• Problem Type (activity_log.prob_type).

• Work Description (activity_log.description).

When updating a service request, the calling system must pass these required fields:

• Request Code (activity_log.activity_log_id)

• At least one other field.