ARCHIBUS Web Central: Service Requests

Transcription

1 : Service Requests

2 Table of Contents SERVICE REQUESTS... 3 ENTERING A SERVICE REQUEST... 3 Rand Worldwide Enabling Engineering Innovation 2

3 Service Requests Entering a Service Request As an employee of the company, you are considered to be a client of the Service Desk system and are able to enter a service request. To do so, you run the Create Maintenance Service Request task which presents the Create Request wizard. The wizard walks you through the following procedure: Select a request type. Enter basic information. Enter detailed information (optional). Upload documents to the request (optional). Review the request (optional). Submit the request. 1. Enter Basic Information: In this tab you enter all basic request information such as location, equipment, description, etc. Requestor information: Fill out the requestor name and phone number. Rand Worldwide Enabling Engineering Innovation 3

4 Location information: Fill out the work location information: Site - Floor - Building - Room. When the checkbox 'Same as requestor" is checked, the Site, Building, Floor and Room Codes are completed with the known information about the requestor. Once location information is entered, you can use the 'Lists Request for Location' button to show all request for the given location. Minimally, the building information needs to be entered for the list to show. This is helpful to see if someone has already made this request. Equipment: If the service request involves equipment, enter the equipment item here. This panel will mostly show for SERVICE DESK-MAINTENANCE request types. Once equipment information is entered, use the List Requests for Equipment button to show all requests for the given equipment. This is helpful to determine if a request has already been made for this item. Description: This panel shows the selected Request Type, and can show also a Problem Type select box and a Description text box, depending on the Request Type definition. The Problem Type selection usually shows for items concerning On Demand Work. Use the Description text box to supply more information on your request. This appears on the form when there is no 'Detailed information' tab for the selected Request Type. Priority: When the request parameters for all the above panels are entered or changed, the system looks up the priority level, according to the defined Service Level Agreements (SLA). This lookup results in one default priority. You can give a specific date and time required for the work by checking the Specific Date and Time Required checkbox and entering a date and time. Navigate to the next tab: By using the 'Next' button, you navigate to the next tab. The system automatically saves the information on the current tab. 2. Upload Documents: If necessary, you can use the Documents panel to upload up to four documents to support your request. If the documents fields are empty, select the Check In New File button next to the Document field. The system prompts you to browse and select the file to check in. The system completes the field with the original file name and stores it in the database by naming it according to the structured convention. You can choose to enter a comment about this document, and also set the lock status. Rand Worldwide Enabling Engineering Innovation 4

5 3. 4. Review the Request: If you want to review the request and change any data, use the Previous button to access the previous tabs. 5. Submit the Request: Once you have reviewed you information, you can submit the request by choosing the Submit button, available from the Documents tab. After you have submitted the request, you are presented with the Overview tab which displays the request and its status. 6. View the Request and its Status: After submitting the request, you may wish to track its progress through the system. Using the View Maintenance Service Request task, you can view the current status and workflow step of your request. Use the Select button next to the request you wish to see the details of or to view the request. Rand Worldwide Enabling Engineering Innovation 5