Edit Service Request Preferences
This is used to configure the Service Request center based on the processes in place at your facility.
- Navigate to Admin > Service Request > Preferences.
- Use the Center drop-down menu in the upper right-hand corner of the screen to change buildings or centers, if your site has multiple locations.
To activate a preference for a center, click the check box to the left of the preference. The following preferences can be defined for each service request center.
Preference | Description |
---|---|
Contact Notifications |
Select this check box to send push and email notifications to the requester or primary contact to confirm a ticket submission or to notify them when an existing ticket is completed or canceled. When this check box is selected, customizable email fields display on screen, allowing you to define a from email address for submission, completion, and cancellation emails.
|
Contact Updates |
Select this check box to send push and email notifications to requesters and primary contacts when comments are added to their ticket or when the date required on the ticket is changed.
|
Allow Request Cancellation |
Select this check box to allow operators to cancel maintenance requests. |
Allow 3rd Party Invoicing |
Select this check box to allow operations to track billing of third-party maintenance providers. The Invoice Tab displays on the taskbar to allow you to create an invoice if third-party vendors are used to complete a request. |
Automatically Assign Operators |
Select this check box to automatically accept all service request types when an operator is assigned. This preference overrides the settings in the individual request types and disables the ability for operators to reject tickets. |
Operator Notifications |
Select the Operator Notifications check box to send an email and push notification to an operator when the operator is assigned to a ticket. This notification is also sent to operators currently assigned to a ticket when an additional operator is added to the ticket.
|
Operator Updates |
Select the Operator Updates check box to send email and push notifications to assigned operators for the following ticket updates: new comment added, date required changed, and when the ticket is completed or canceled.
|
Allow Scheduled Tasks |
Select this check box to allow Operators and Administrators to set up scheduled tasks from ticket view. Any request can be made a scheduled task. |
Allow Auto Rejection |
Select this check box to enable the system to automatically reject operators if they do not respond within the warning time. When an operator is rejected, the next operator in the queue is assigned automatically. |
Call Third Party Web Service |
Select this check box to contact and send ticket information to the defined third-party web service automatically. |
Auto Archive Tickets |
Select this check box to automatically archive tickets when all the assigned operators have completed the job. Enabling this option will disable the ability of operators and administrators to verify completed tickets, reassign operators, or edit ticket information after ticket completion. |
Require Resolution |
Select this check box to require operators to enter a resolution in the dialog box when completing a request. |
Enable Reference Number |
Select this check box to allow operators to enter an internal reference number (e.g. a help desk ticket number). |
Require Asset Permissions |
Select this check box to limit the ability to create a service request for a specific asset to users with access privileges granted for at least one Asset center. |
Enable Kiosk |
Select this check box to enable the Service Request Kiosk function (Admin > Service Request > Preferences > Enable Kiosk check box). This preference affects all centers. |
Vendor Operators |
A vendor operator has limited access to their own tickets. The vendor operator access permission is ideal for outside vendors to perform tasks as an operator but limit what access they have within Eptura Workplace. The vendor operator can perform the following actions:
To add an operator to the list:
To remove an operator from the list, click the Remove icon corresponding to the operator to remove. You can also see the operators assigned to a selected center. |
When you are finished defining preference settings, click Apply at the bottom of the screen to save the changes and exit.