The Self-Serve Service Request is catered for where a client operation that have nominated users onsite who are the go-to persons with relevant permissions to raise issues. This keeps the control local so that they do not have to contact the help desk operative to log the request.
The following blank Self-Serve SR screen is displayed. Note: Red asterixis next to fields are mandatory in order to save the record
In order to minimise that amount of clicks a Self-Serve user needs to make, on the SR screen displayed some fields will be pre-populated upon creating this new record and will bring across details from other related records as the user selects the data. These are described below.
The SR screen is split into 5 sections
- Reference, Creator and Type details
- Reference – This will be the SR number which is system generated once the record is saved. This is the reference the user will need for any further updates of their call
- Created by – This will populate with the name of the person creating the record from the contact user record
- Service type – This will default with the type of ‘Self-Serve’ as this is being created by an onsite user
- Reporter and Affected Person information – These are mandatory fields. These are for Who is reporting the issue and who is affected. Will initially populate both with reporter details, but can be changed if affected person is different and reporter is calling on behalf of someone else. Will detail Name, Email and Phone contact so that the person carrying out the work knows who to liaise with when on site and who will also be the approver to sign of the work has been completed satisfactorily
- Property Information – This is a mandatory field. Here the property field will auto populate as they are linked to the property. The following data will also be populated, as they are part of the property record, namely the ‘Cost Centre’, ‘Site/Branch ID’ and the address
- The user will then need to confirm a Location if the property is broken down to this level. The location can be Rooms, Floors, Areas etc. The system will display a list and the user will select the appropriate option. This is key as this determines what assets are linked to that location and will show a filtered list. If no location is selected, then a full list will be presented and the incorrect asset could be assigned
- If this was from a tenant raising an issue, then there is a field to populate the related Lease that is associated to the Property (Currently manual, but can be automated if required)
- Service Request Details – This is where the onsite user will need to enter data as to what the issue is, the Category, Asset affected (If known), Priority
- Short Description – Mandatory field. High level Summary needs to be entered in this field
- Description – Mandatory Field. Full description with as much detail that the onsite user can provide to aid in sending out the correct skilled trade to resolve the issue.
- Affected Asset – By selecting the Choose Asset Button, the user is presented with a filtered list of assets that are associated to that Property and location combination populated previously. User will select the relevant asset in question and click on ‘Select Chosen asset’ button. (This is if they know asset in question, if not leave blank)
By choosing the asset, data associated to the asset will be pulled through such as Asset Name, Asset Description, An Asset Tag number if coded, a GL code if assigned and finally if the Asset is active or not
- Category – Mandatory Field. Next the onsite user will need to categorise the issue. With the information already collected, there should be enough detail to select the most relevant category from the Tree shown below. This information is split into Hard, Soft and Landlord type options and can be configured. This is key as this will determine which trade to assign. This Category Tree aligns to the possible issues that maybe encountered in the relevant sectors and will be driven by the clients’ requirements.
- Reported and internal Priority – These are how urgent the issue is to be resolved. Priorities will be determined and driven by the client upon inception of the contract. These can be configured and added to as and when new categories are introduced. The onsite user will populate the ‘Reported priority’ is what the reporter thinks it is and the Internal priority is what the help desk operator will be assessing and can be changed. Note the target start and finish times will be driven by the Internal Priority. Priorities could have a start by and complete by instructions. These can be different for each client. Example entries;
- P1 – Emergency (Attend straight away within 30mins)
- P2 Urgent (Attend in 2 hours but fix by 4 hours)
- P3 – Routine (Attend 8 hours)
- Non – Urgent (Attend in 5 days)
- Out of Hours
- Service Group, Service and Commodity groups - are used for Finance coding reference where the cost resides for that category. Not all clients use this. But it’s there for future reference
- Key Dates section
- Reported Date – Date on which the SR was raised
- Required Date – used if requesting a service for a particular date and time in the future. Used for catering request, or for where a request is for a specified event etc
- Target and Actual Contact Dates – some contracts request a contact to confirm attendance and these allow the help Desk operative to document that these actions have taken place. They could back this up with adding a comment or note to the record for reference
- Target start and finish Dates – These are driven from the Priorities and will transfer onto the Work order so that the person carrying out the work will have an indication as to when the work has to be started and completed by for KPI monitoring
So, for a Self-Serve SR, the onsite user only needs to action the following fields
- Property location
- Short Description
- Detailed description
- Asset (If known)
The last action they need to do once they are happy that they have completed the required fields, is to ‘Save’ the record. The have the option to use the ‘Create & New’ button if they have another issue to log. This will save the current record and display a new blank form to complete. Or they can ‘Cancel’ if they do not need the SR saving.
If the user chooses to Cancel, the following prompt is displayed. Here they can choose to ‘Continue Working’ or select ‘Yes to close’
If user wants to save the record, then upon selecting ‘Save’, the following prompt will be displayed. The user just selects ‘Confirm’.
Once confirmed the following view screen is displayed showing all the details just created