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Report an issue with a personal space

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If you find a problem with your workspace, you can report it via the booking using the Eptura Engage web app or mobile app. If you want to report an issue but do not have a booking for the space today, you can report it from the booking grid for personal spaces on the web app - and if you have ServiceNow integrated, you can report it from the Report Issue dashboard.

To report an issue with a personal space via Eptura Engage, your organization must either subscribe to Eptura Asset or be integrated with ServiceNow. Learn more (admins): Issue reporting system

Contents

If your organization uses ServiceNow, you can also submit issues directly from Eptura Engage and raise an incident ticket in ServiceNow:

Report an issue via a booking

If you have an active booking for the workspace today, you can report an issue using the Eptura Engage mobile app or Eptura Engage web app, via the booking. 

Eptura Engage mobile app

You can report an issue with a personal space from the Today screen is you have a booking today, or by opening an existing booking from the Calendar and tapping the personal space to display the booking details.

  1. From Today or the booking details on the Calendar, tap the Report issue flag icon to the right of the booking details to open the 'Report issue' screen.
    mob ps report 01.png
  2. Enter details about the issue and complete the form as required - the fields and options on the Report Issue form depend on your organization's configuration and the reporting system in use, either Eptura Asset or ServiceNow:

    Reporting an issue with Eptura Asset enabled:

    mob report issue asset 01.png

    Reporting an issue with ServiceNow enabled:

    mob ps report 02.png
  3. Tap Submit to report the issue.

Depending on your organization's configuration, submitting the report will either send a work order to Eptura Asset or create an incident ticket in ServiceNow. If ServiceNow is integrated, you can check the status of the corresponding incident from the Report Issue dashboard on the Eptura Engage web app.

Eptura Engage on the web

When you have a booking on the current day, you can report an issue from your booking listed on the Today page or Your bookings.

  1. From either the a) Today page or b) Your bookings, click the report issue flag to the right of your booking in the list to open the Report Issue window:
a) Today page

On the Today page, your bookings for the current day are listed under Today's bookings. The Report issue flag is to the right of the booking.

report issue today page 01.png

Learn more: Today page from Eptura Engage on the web
b) Your bookings

Open Your bookings from the Personal spaces menu on the left. The Report issue flag is to the right of bookings for the current day.

report issue your bookings 01.png

Learn more: Your bookings
  1. The Report Issue form is displayed - the fields and options on the form depend on the your organization's configuration. Enter the issue in the Description box. The Subject line is pre-filled with the workspace name - the workspace type and location might also be added. Add attachments and a link to a website if useful (Eptura Asset customers only).

    Reporting an issue with Eptura Asset enabled:

    report issue 06.png

    Reporting an issue with ServiceNow enabled:

    report issue form 02.png
  2. Click Submit when done.

Depending on your organization's configuration, submitting the report will either send a work order to Eptura Asset or create an incident ticket in ServiceNow. If ServiceNow is integrated, you can check the status of the corresponding incident from the Report Issue dashboard on the Eptura Engage web app.

Report an issue via the booking grid 

If you do not have an active booking for the workspace today, you can report an issue from the personal spaces booking grid using the Eptura Engage web app.

If ServiceNow is integrated, you can also report issues without an active booking from the Report Issue dashboard on the Eptura Engage web app.

  1. Open the Booking grid from the Personal spaces menu on the left. 
  2. Use the filters at the top to show the personal spaces in the relevant location and group, and select the workspace type to narrow the list down further.
  3. From the grid, click the personal space that you want to report an issue with. The personal space details window is displayed.
    report issue grid 01.png
    Learn more: Booking grid for personal spaces
     
  4. From the personal space details window, click Report issue to open the Report Issues window.
  5. The Report Issue form is displayed - the fields and options on the form depend on the your organization's configuration. Enter the issue with the space in the Description box. The Subject line is pre-filled with the workspace name - the workspace type and location might also be added. Add attachments and a link to a website if useful (Eptura Asset customers only).

    Reporting an issue with Eptura Asset enabled:

    report issue 06.png

    Reporting an issue with ServiceNow enabled:

    report issue form 02.png
  6. Click Submit when done.

Depending on your organization's configuration, submitting the report will either send a work order to Eptura Asset or an incident ticket to ServiceNow. If ServiceNow is integrated, you can check the status of the corresponding incident from the Report Issue dashboard on the Eptura Engage web app.

Report issues from the Report Issue module

If your organization has integrated ServiceNow, you can report issues with meeting spaces and personal spaces, or other assets managed by ServiceNow, from the Report Issue dashboard in the Eptura Engage web app or the Report Issue option in the Eptura Engage mobile app. Submitting an issue from Eptura Engage creates an associated incident ticket in ServiceNow.