Infor 8.4. Read Only Access

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2 Table of Contents Service Request Standards... 3 Why do we create a Service Request?... 3 Comments (Log entry) entered into a Service Request (Full Access Required)... 3 When does a Service Request get resolved (closed)? (Full Access Required)... 3 Logging into... 4 Changing your Password... 5 How to Change your Password... 5 Look Up Service Requests... 7 Service Request InfoViewer Check TO-DO List Export Results to Excel 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 (Full Access Required) 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)? (Full Access Required) 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 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 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

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

7 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 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. Updated December

8 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 to locate all service requests assigned to Inspector Jeremy Shockey. 3. Click Search. 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. 8 Updated December 2015

9 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 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. Updated December

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.

10 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. Tab through the tabs in the middle of the screen to review all information in the service request. Check TO-DO List The 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 10 Updated December 2015

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

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.

11 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. 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. Updated December

12 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). 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 12 Updated December 2015

13 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 Updated December

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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.

16 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. 16 Updated December 2015

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.

No Call Back Report with Details - shows service requests where customer contact was requested and was not contacted within two business days.

17 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. Updated December

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.

18 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. 18 Updated December 2015

Tips Section How to Use the Help Help includes the following types of information: Step-by-step instructions to guide you through work processes, examples of in use, descriptions of common tasks,

19 Tips Section How to Use the Help Help includes the following types of information: Step-by-step instructions to guide you through work processes, examples of in use, descriptions of common tasks, definitions of basic concepts, and field descriptions that appear directly in. To access the Help feature at any time click the screen. button in the upper right of your 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. Printing Many Web forms and popups in 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. Updated December

20 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 20 Updated December 2015

Infor 8.4. Full Access

Infor 8.4. Full Access Full Access 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