Service Request Overview
The Service Request module let's you coordinate tasks that are submitted by your organization.
Contents
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Audio: Sound Length: 3:25 minutes
Overview
The Service Request Module contains the following areas, and remember, depending on your permission level, some of these areas may not be available to you.
- Request Queue, is where all the requests come in to being actioned by a facility team. See Using the Service Request Queue.
- Submit Request lets users quickly report an issue, such as a room is too cold or the printer needs more toner. See Submit a Service Request.
- All completed Service Requests are archived in the Search History, and this lets you look up past requests. See Service Request History
- Invoices is where you can track invoices from third-party providers. See Add Third-Party Invoices to the Service Request Module and Add Third-Party Invoices to a Service Request.
Schedule Tasks
If you want to schedule a task, then see you can create service request that is for a task that will be submitted one time or for a recurring task. See Submit a Schedule Task.
Workflow
Let's look at the service request workflow, so you can become familiar with how a request will progress from the submission to the completion.
| # | Description |
|---|---|
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1 |
When you submit the service request, it is created and found in the Request Queue where the status will display as dispatching. Learn more in Submit a Service Request. |
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2 |
The Operator will be assigned to the service request. Learn more in Working on a Service Request. |
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3 |
After the operator is assigned, they have the option to either accept or reject the service request assignment.
Learn more in Working on a Service Request. |
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4 |
When the operator is ready to start working on the service request, the status changes to in progress. If the operator is delayed or waiting on a part, they can put the service request on hold. When the operator is ready to continue working on the service request, they can re-start it and the status changes back to in progress. Learn more in Working on a Service Request. |
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5 |
After the operator completes the task and enters the resolution, then the status will update to complete. Learn more in Working on a Service Request. |
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6 |
The last step in the workflow is to archive the completed service request. This will remove it from your service request queue and the archive request are found in the Service Request History. |