Infor 8.4. Full Access

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1 Full Access

2 Infor 8.4 Table of Contents Service Request Standards... 3 Why do we create a Service Request?... 3 Comments (Log entry) entered into a Service Request... 3 When does a Service Request get resolved (closed)?... 3 Logging into Infor Changing your Password... 5 How to Change your Password... 5 Customer Service Menu... 7 Look Up Service Requests... 8 Service Request InfoViewer Submit a Service Request Submit a Service Request Add a Call to an Existing Service Request Attachments Dispatch Inspectors How to Assign an Inspector Reassign Inspectors How to Reassign an Inspector How to Unassign an Inspector Log Entries Resolve a Service Request Resolving through the Look Up Linking Service Requests Check TO-DO List Export Results to Excel Duplicate a Service Request Map Drawer My Infor CRM items Infor How to Run Self-Serve Reports Tips Section Updated December 2015

3 Service Request Standards Why do we create a Service Request? A service request is a record of a request from the public for service or information. These requests can come in a variety of ways; phone, , website, fax, field staff. Infor assigns the service request a unique identification number so it can be tracked through its resolution. Service Regina creates a service request for inquiries that cannot be handled at the point of contact. Comments (Log entry) entered into a Service Request Service requests will be updated in the Infor system. The comments will be a log entry that will include a brief description of the action initiated and an estimated time that follow up information and/or action will be taken. The log entries will serve as an audit trail with a date, time and user stamp. Once a log entry has been saved, the comments can not be edited. If there is not a log entry on the service request it will be considered as no activity. Example: WORK DONE JAN03/09 BY SK ALLEY HAS BEEN PLOWED & CHECKED #503 When does a Service Request get resolved (closed)? The service request can be resolved when the work is completed, the issue is addressed, or the file is closed. A service request can be resolved when work has not been completed in the following situations: Service requests that will be addressed by cyclical work to occur beyond one year and customers are contacted with the schedule. Service requests that are logged into another tracking system for completion and details have been added to the service request before resolved. Service requests where the work will occur in sequence of other work but not be addressed in the current year and customers are contacted with the schedule. Service requests that reference a file or case number such as: legal, appeals, bylaw etc. Updated December

4 Logging into Infor 8.4 Location: Click Start> Applications> Infor> Infor or the red Infor icon on your desktop. Logging in: Enter your Username (same as your network ID) and the Password provided and click sign in. 4 Updated December 2015

5 Changing your Password For security purposes, it is very important to change your password the first time you log into Infor. Please refrain from sharing your password with others as stated in the Infor 8.4 Disclaimer. I agree not to disclose my user id or password to any other individual or allow another user to access this information from my log in. How to Change your Password Passwords should be changed immediately when you first log in and you will have to periodically change thereafter. 1. Select System hover over User Information and click Change Password. 2. Enter your current password. 3. Enter your New Password and then Confirm Password. Updated December

6 4. Click Save. 6 Updated December 2015

7 Customer Service Menu The Customer Service menu at the top of Infor 8.4 lets you perform your daily tasks. To perform a specific task, select the appropriate menu item. Check TO-DO-List: Use this to review existing requests and assign inspectors, schedule inspections, and resolve requests. Submit a Service Request: Use this to record all requests for service. Lookup Service Requests: Use this to search for existing service requests that you want to review or update. Dispatch Inspectors: Use this to assign inspectors and schedule inspections. Reassign Inspectors: Use this if an inspector has been improperly assigned or is unavailable to perform a service request inspection. Resolve Service Requests: Use this to record resolution information about the service request. Updated December

8 Look Up Service Requests Look ups can be used to: Search for duplicate requests View or update Provide information to customers inquiring on a previous request they submitted Statistics Note: Prior to submitting a service request ALWAYS search by address in Lookup Service Requests to ensure there are no duplicate requests. If a service request exists for the same address and request type, you can Add a Call to the existing service request if it is open. Lookup Service Requests can be used to find a service request based on a variety of information, such as a partial address, the request type, or the service request number. Whenever looking up service requests always ensure the show linked requests is checked so that you can see the results including any linked requests. In addition, Infor automatically begins the search when you check Show Linked Requests, so it has the same effect as clicking the Search button. Ensure your other information is entered first. 1. Select Customer Service in the Infor 8.4 menu, and under Service Request click Lookup Service Requests. Lookup Service Request Web form 2. In the fields at the top of the Lookup, enter the information you know about the service request. The more information you enter the easier it will be to find the service request you want. 8 Updated December 2015

9 a. To search by a specific Request Type, type a keyword in the Request Type field and click Popup, or Enter, to access the Request Type popup window to locate the correct code and click it. In this example entering the keyword water returns a list of all request types with water in the description. In this example, entering WaterBillinq in the Request Type field and JShockey in the Inspector field directs Infor 8.4 to locate all service requests assigned to Inspector Jeremy Shockey. 3. Click Search. Infor 8.4 displays a list of all service requests that match your search criteria. To do a search effectively date ranges should be added to search criteria. Updated December

10 If your search doesn t return the service requests you want, or if it returns too many service requests, you can change your search criteria and click Search again. You can click the Service Request # link in the grid to open a service request in the Service Request Information viewer. When searching Infor 8.4 for a record or piece of information, you can use the percent sign (%) as a substitute for zero or more characters in search criteria fields. To search for information beginning with specific letters: Type a partial word followed by a percent sign. For example, if you're looking up employees, type Man% in a Last Name field to view all employees whose last names begin with Man, such as Mann, Manard, and Manning. To search for information beginning and ending with specific letters: Type a percent sign between those letters. For example, if you're looking up contacts, type B%M in a Name field to view contacts whose names begin with B and end with M, such as Bram or Beckam. To search for any instances of a word in a record: Type a percent sign directly before and after the word. For example, if you're looking up comments about gophers, type %gopher% in a Comment field to view all comments that have comments that contain the word gopher. *When doing a Look Up you will only be able to see requests which pertain to your branch and others as assigned based on your role/log in. 10 Updated December 2015

11 Service Request InfoViewer When you do a Lookup and open a service request, it is presented in the InfoViewer. This is the form you use to review and modify service requests in Infor. The InfoViewer displays service request information on a series of tabs that you can also use to update the service request. In addition to modifying basic service request information, you can use the InfoViewer to complete tasks such as linking a service request, adding a log note and reviewing information. Submit a Service Request Infor 8.4 tracks requests received from customers, from the time the customer places the request to the time it is resolved. A service request: - Begins when a customer contacts the City to report a problem or concern. - Records the type and location of the problem and the customer's contact information. - Is given a unique ID number that is used to track the request until it is resolved. Updated December

12 - Is assigned to an inspector, who can then inspect the request, record the inspection results and resolve the request. Submit a Service Request 1. Select Submit a Service Request from the Customer Service menu. Customer Service Menu You can enter the service request type by typing the code into the Request Type field or selecting the code from the Service Request Types tree in the Request Type popup. To open the popup, click the button to the right of the field or place your cursor in the field and press ENTER. 12 Updated December 2015

13 Click the Standard Operating Procedures button help determine if you have chosen the appropriate code. to 2. Enter information about the location of the request. a. Click the multi-field popup button next to the Street Name field. The Address popup appears. You use this popup to search for an address that is in the system. You will need to change the dropdown box to block, rang or intersection to select any of these. b. Enter address information at the top of the Address popup. c. Click Search. Infor 8.4 displays a list of addresses that match your search criteria. d. Select the correct address from the grid and click Select. Infor 8.4 copies the address information to the service request. Where an address, block or intersection is not in the database, place this information in the Location Text box only as follows: Civic Address Albert St, enter as Albert Street 495 Block Block Argyle St enter as Argyle Street 1200 Block Intersection - Rochdale Blvd and McIntosh St enter as McIntosh Street & Rochdale Boulevard Updated December

14 3. In Customer Contact Requested, it defaults to NO but if the customer would like to be contacted you must change this to YES. The City of Regina ELT has made a commitment that if a customer has requested contact that we will contact the customer within 2 business days Monday through Friday, excluding statutory holidays. A contact is one who is associated with a service request, such as the person who reported the concern or requested information. 4. Under Contact, search for the contact last name. If the contact already exists in your records, select and use this contact. Ensure you are using the Contact Type of C (customer) only. You can sort on the Contact Type row to see the C customers. Verify and edit any information that has changed. 5. If the contact does not already exist, you can click the Create a new name of [contact information] link to add the contact. If the contact exists, click the appropriate link and click Select. a. If the customer does not want to leave their name use Refused [set up as a contact in the system] as the contact name. 14 Updated December 2015

15 b. For service request types that require a contact but customer only gives first name and number (enter this in the Customer Comments) use See Below [set up as a contact in the system] as the contact name. *Many requests require a contact to be entered which is the need for Refused and See Below. 6. In the Customer Comments enter relevant information as to the nature of the request. Next button 7. Click Next. 8. If there is a potential duplicate with the same request type and address, a pop up will appear like this: If there is not a potential duplicate you will see this: Notice that the Call Date field automatically displays the current date and time. Updated December

16 9. In the Source field, select the appropriate source type or leave blank if no applicable code exits. (This is where you will enter a Ward if it is a Councilor generated request.) 10. In the Project field, enter a project if one has been set up for tracking purposes on any short term projects we may receive requests on. 11. Click Save. Save button Infor 8.4 displays a summary of the service request information you just entered and generates a service request number. From here, you can: Submit a new service request by clicking the Start a blank service request. Submit a new request with the same caller information by clicking the Start a service request using the previous caller. Submit a new request with both the callers name and address being the same by clicking Start a service request using the previous caller and location. View the request in the Service Request Information viewer by clicking the Service Request # link. Close the Submit Service Request Web form by clicking Close. 16 Updated December 2015

17 Add a Call to an Existing Service Request Remember your first step before creating service request will always be to use the Lookup to see if there is a current open request. o We don t want to create duplicates whenever possible so you ll need to use the following Add a Call process if there is an open request. If an unresolved service request exists for the address and request type you require, you must add a call to the existing service request. If the customer is requiring contact back however, a new request will need to be made. 1. In the Other Calls field click + New Item. 2. Enter the Customer Contact information and comments. Attachments 3. Click Save. Infor 8.4 adds the entry to the service request. Attachments are files that can be attached to Infor 8.4 records, such as images of common problems or documents required for resolving requests. You can add new or existing attachments when creating or updating records by clicking the gear button on the Attachments bar. 1. Look up and open the correct service request. 2. On the Attachments tab, you can add a new attachment to the request. Click the Add New Attachment button. 3. Select CRM Catalog in the Catalog ID and upload the file from your computer. Updated December

18 4. Or simply drag and drop the file into the drag and drop area and hit save. When you're finished click Save. 5. To add an existing image, click the gear and select Add Existing Attachment. Click the Catalogs button the click the CRMCatalog and click on Attachments. You can now search by the Title, File name or description to find the attachment that is already in the catalog. This is useful if adding one attachment to more than one service request. 18 Updated December 2015

19 Dispatch Inspectors After a service request is submitted, you need to dispatch (assign) an inspector to investigate or complete the work required. How to Assign an Inspector 1. Select Customer Service in the Infor 8.4 menu, and under Service Request click Dispatch Inspectors. 2. In the Responsibility field, enter the identification code for the area responsible, or use the popup to search for the responsibility area, for the service requests you want to assign. 3. Click Search. Infor 8.4 displays a list of service requests assigned to the responsible area that have not been inspected and have not been assigned to an inspector. You can click the Request # link to view the service request in the Service Request Information viewer. 4. Highlight the service request you want to assign. Tip: You can assign the same inspector to multiple service requests simultaneously by highlighting multiple requests in the list. 5. Click Action and select Assign Inspector. 6. Enter the inspector's username in the Inspector field or use the popup to search for an Inspector. Updated December

20 7. Click Assign To. Infor 8.4 assigns the inspector to the service request and schedules the inspection if you specified a scheduled date. 8. When you're finished assigning inspectors to service requests, click Close. Reassign Inspectors If an inspector has been improperly assigned or is unavailable to perform a service request inspection, you can unassign the current inspector and assign another one. Unassigning the inspector allows you to assign a new inspector at another time, whereas reassigning allows you to change inspector assignment immediately, ensuring that the request stays assigned. How to Reassign an Inspector 1. Select Customer Service in the Infor 8.4 menu, and under Service Request click Reassign Inspectors. 20 Updated December 2015

21 2. In the Responsibility field, enter the identification code for the area responsible, or use the popup to search for the responsibility area, for the service requests you want to reassign. 3. Click Search. Infor 8.4 displays a list of service requests assigned to the responsible area that have not been inspected. You can click the Request # link to view the service request in the Service Request Information viewer. 4. Highlight the service request you want to reassign. 5. Click Action and select Reassign Inspector. 6. Enter the username for the new inspector in the Inspector field. 7. Click Reassign. Infor 8.4 closes the dialog box and updates the service request with the new responsibility code. 8. When you're finished reassigning service requests, click Close. How to Unassign an Inspector 1. Select Customer Service in the Infor 8.4 menu, and under Service Request click Reassign Inspectors. 2. In the Responsibility field, enter the identification code for the area responsible, or use the popup to search for the responsibility area, for the service request you want to unassign. 3. Click Search. Infor 8.4 displays a list of service requests assigned to the responsible party that have not been inspected. You can click the Request # link to view the service request in the Service Request Information viewer. 4. Highlight the service request whose inspector you want to unassign. 5. Click Action and select Unassign Inspector. Infor 8.4 closes the dialog box and removes the service request from the grid. 6. When you're finished unassigning service requests, click Close. Updated December

22 Log Entries Use the Log tab to record actions associated with a service request. Log Entries are used to record actions associated with a service request. The information entered in the Log is the link to the area that is responsible for doing the work requested by the service request. The information entered here helps to provide updates to customers inquiring about a request and this helps to provide good customer service and will eliminate the need to create another request for follow up. Add a Log Entry 1. Load the required service request into the Service Request Information viewer. You access the Service Request Information viewer by clicking the Request # link for the service request in any Look up or grid that displays the link. 2. Choose Log from the menu in the middle of the screen. 3. Click + New Item. If the Customer Contact Requested was marked as YES, the Log Type should be either CONTACTED or NO CONTACT. 4. Enter the type of log entry in the Log Type field or popup to see a listing of Log types. A log entry must be made before a Service Request is resolved. Below are the ones you will use: 22 Updated December 2015

23 Contact: to be used when contact made in person, by phone, or through detailed or voice mail. No Contact: to be used only when customer contact has been requested and contact has been attempted three times but none of the above types of contact have been made (no or voic available to leave message) Additional Info: to be used when there is additional information about the Service Request or when customer contact requested but no contact attempted. Work Needed: to be used when the work area has been inspected and additional work is required. 5. The Entered By field will default to the current user. 6. In the Comments field, type the information to appear in the log. Note: Remember to follow service request standards when entering log notes: who, what, why, when and where. Having the correct log type filled in is how we report on Customer Contact stats. 7. Click Save. Infor 8.4 adds the entry to the service request. Note: Creating a Redirect/Reassign log entry will automatically generate an to Service Regina who will redirect the service request. Before a request type can be changed a redirect log entry muyst be made explaing why the request type is changing. Resolve a Service Request After an inspector records the results of a service request inspection by adding a log entry, or if all necessary work and notes have been recorded, the service request can be resolved by entering the resolution code. Updated December

24 Resolving through the Look Up Click on the service request number through Look Up. Once up the service request and click the resolve button. You cannot close a request without adding a sub request type and log entry. 1. Click the Request # link to view the service request. Log entries can be added at this time. 2. Click Resolve. The Resolve Selected Request dialog box appears. 3. Enter the resolution code in the Resolution Code field. 4. Enter a Log Entry to record actions taken. 5. Click Save. Infor 8.4 resolves the request and assigns the specified resolution code and resolution dates to any child requests linked to this service request. 6. When you're finished resolving the service request, click Close. 24 Updated December 2015

25 Linking Service Requests Linking service requests consolidates information into one record, allowing you to process related service requests at the same time and to reference needed information. When you link a request, this allows information that needs to be kept together accessible without adding notes. Service requests can be linked by different criteria, such as: linking requests at the same location linking requests for the same issue linking several requests made by the same customer linking to a closed request You can link multiple requests to a single request. 1. Load the correct service request into the Service Request InfoViewer. 2. On the Associations tab, under Linked Service Requests, enable editing in the grid and click Add. 3. In the Link selected requests to field, enter the identification number for the service request that is a child of the current request. 4. Click Link. Infor links the service request to the current service request, closes the dialog box, and displays the request(s) in the grid. Updated December

26 Check TO-DO List The Infor 8.4 TO-DO List can be used to view a list of all uninspected requests assigned to a particular inspector. This list will show you if customer contact has been requested as well. CCR = Customer Contact Requested You can also use the TO-DO list to perform a number of tasks on these requests before they are investigated, add a log note, resolve a request, print a list of all the requests in the TO-DO list and schedule inspections of these requests. The following sections provide instructions on important tasks you can complete with the TO-DO List. Export Results to Excel You can export Lookup results to an Excel spreadsheet by clicking the EXPORT button at the top right of any results grid. 26 Updated December 2015

27 When you click the Export button a message box will appear asking if you wish to open or save the file. Click the Open button to see an online view of your data in Excel; click the Save button to save the file to your computer without seeing an online view of the file. If you select Open, you will see your records in an Excel spreadsheet. You may now manipulate the data as you wish. Use Excels Sort function to sort your data (Data / Sort). Duplicate a Service Request Duplicating a service request is useful when you want to create a new service request based on an existing one. You can select which information you want to copy from the existing request, and you can then make changes to the new service request as needed. 1. Load the service request you want to duplicate into the InfoViewer. 2. Click the Action button and select Duplicate Service Request. 3. Under Copy Progress Options, select the information you want to copy from the existing service request. 4. Infor displays four check boxes: Initiated Information, Assignment Information, Inspection Information, and Resolution Information. For example, if you check Initiated Information, the original request's call date, request date, incident date, and the employee who took the request will be copied to the new one. 5. Click Next. 6. In the Submit a Service Request dialog box, change the information as needed for the new service request. 7. Click Next. 8. Enter any additional information and click Save. Updated December

28 Map Drawer When submitting or looking up service requests you will see this icon which allows you to map one or several requests onto a map. The table below describes each option that can appear when you click the Map Drawer button in the various forms in the Customer Service module. Option Description Set Address 28 Updated December 2015

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30 My Infor CRM items You can use the CRM (Customer Service) items in My Infor to view information about your agency s service requests. Note that the titles of these items may vary depending on your agency's configuration. You can display one or more of the following CRM items. Item Description 30 Updated December 2015

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33 Infor How to Run Self-Serve Reports 1. No Call Back Report shows service requests where customer contact was requested and was not contacted within 2 business days. Click on Customer Service tab on the top pane of Infor and hover your mouse over Service Request Select Lookup Service Requests Select Reports on the Lookup Screen Select No Call Back A new window with a form page appears. Enter Start time and End time by clicking on a small calendar icon near the box. To filter the results by Division Code (i.e., populate the results only for specific division like City Services, Transportation & Utilities, etc.) select True by clicking the drop down, otherwise select False Enter DIVISION Code (Uppercase): If the filter is selected as True then enter Division Code else this box can be blank. Below are the list of division code that are created in Infor: C City Services P Planning & Development O - Operations Group T Transportation & Utilities M City Manager s Office S Corporate Services Group To Filter Requests by Request Type Code: Enter True if you want the results for a specific Request Type, otherwise select False. Enter the REQUEST TYPE Code (Uppercase) : If the Filter is entered as True, then provide the request type code in the box, otherwise leave it as blank. To filter the results by Responsibility code select True, otherwise select False. Updated December

34 Enter the RESPONSIBILITY Code (Uppercase): If the filter is selected as True then provide the Responsibility code, otherwise it can be blank Click Ok. The results page will open. To export the report, click export button on the top. Select the appropriate file format and then click export. The system will prompt you to open or save the report. 2. No Call Back Report with Details - shows service requests where customer contact was requested and was not contacted within two business days. It also includes the log type, added date & time and the comments. Select No Call Back with Details and follow the same steps as above to run the report. 3. Weekly Report - This report can be run for any period of time and provides the following details: Contact Requested: Count of SR s for which customers requested call back Contact Request completed: Count of SR s for which the call back is completed Contact requested completed within two business days: Count of SR s for which the call back is completed within timeline Resolved: Count of SR s which are resolved between the time periods Unresolved: Count of SR s that are unresolved until when the report ran To run this report follow these steps: Click on Customer Service tab on the top pane of Infor and hover over Service Request. Select Lookup Service Requests. Select the Report icon on the Lookup Screen. Select Weekly Report. A new window with a form page shows up. Enter Start time and End time by clicking on a small calendar icon near the box. 34 Updated December 2015

35 Select the date and provide the time where shown below. The start time should be 00:00:00 and end time 23:59:00. To filter the results by Responsibility code, select True, otherwise select False. Enter the RESPONSIBILITY Code (Uppercase): If the filter is selected as True then provide the Responsibility code. Otherwise, it can be left blank. Click Ok. Export report as show above. 4. Contact Req d Next day: This report will show all the SR s where contact is due within one business day. To run this report follow these steps: Click on Customer Service tab on the top pane of Infor and hover over Service Request. Select Lookup Service Requests. Select the Report icon on the Lookup Screen. Select Contact Req d Next day. A new window with a form page shows up. To filter the results by Division Code (i.e., populate the results only for specific division like City Services, Transportation & Utilities, etc.) select True by clicking the drop down, otherwise select False Enter DIVISION Code (Uppercase): If the filter is selected as True then enter Division Code else this box can be blank. Below are the list of division code that are created in Infor: To filter the results by Responsibility code, select True, otherwise select False. Enter the RESPONSIBILITY Code (Uppercase): If the filter is selected as True then provide the Responsibility code. Otherwise, it can be left blank. Updated December

36 Tips Section How to Use the Infor 8.4 Help Infor 8.4 Help includes the following types of information: Step-by-step instructions to guide you through Infor 8.4 work processes, examples of Infor 8.4 in use, descriptions of common Infor 8.4 tasks, definitions of basic Infor 8.4 concepts, and field descriptions that appear directly in Infor 8.4. To access the Help feature at any time click the screen. button in the upper right of your Bouquet/Concern The bouquet and concern field on submit a service request is to be used when a customer calls in with kudos, thanks, concerns or complaints. This allows these types of calls to be tracked. Comments Toolbar The Comments toolbar provides basic word processing tools that allow you to format text in Comments and Additional Information fields. For example, you can change the color and size of fonts, create numbered and bulleted lists, and highlight text. You can also insert images and hyperlinks. Calendar Popup The Calendar popup appears for all date fields and displays a calendar on which you can select a date to load into the field. If the date field is blank when you click the Popup button, the Calendar popup opens with today's date selected. If a date is entered in the date field, the Calendar popup opens with that date, or the closest legitimate date, selected. Tip: To enter today's date, place your cursor in the date field and press ENTER twice. To enter yesterday s date enter a small t and a minus sign. Calendar Title Bar The Calendar Title Bar opens a menu that shows the currently selected month and year within a ten-year period. Click the forward or back arrow to view the previous or next ten-year period. Once you have selected a month and year, click OK to view that month and year in the Calendar Popup. Click Cancel to close the menu. 36 Updated December 2015

37 Printing Many Web forms and popups in Infor 8.4 have a Print button that allows you to print the information currently displayed on your screen. Click the Print button and choose the desired printer. The Service Request Information Viewer also includes a Print button that allows you to print a service request, Previous and Next buttons that allow you to view each service request in the grid you used to access the viewer. Note: To print the Inspector, Log Entries, Other Calls, and etc. section you must click on the Inspection Tab, Log Tab, Other Calls Tab, etc. of the service request before clicking the print icon. Forms Shortcuts: Check To-Do List: CSCTL Submit Service Request: CSSSR Lookup Service Request: CSLSR Dispatch Inspector: CSDI Reassign Inspector: CSRI Resolve Inspected Request: CSRIR Updated December