All users have the ability to search for Service requests. This is standard functionality and is accessed from the following menu option
By selecting this option, the user is presented with the following SR Search screen. This screen can be configured by the user as to what headings and filtering they want when to see when accessing this screen
Editing a Service Request Record (Permission driven)
Certain users will have the permissions to edit an existing SR record. This may be required to update anything that is identified as incorrect or just additional information to further assist in resolving the issue.
The user would select the Edit icon as shown below
The edit SR screen will display, and the user will be able to make the relevant changes required. This will also depend on the users’ permissions as not all users will have the ability to edit records. This process will be the same for both Help desk and self-Serve SRs
Duplicate Service Requests
On occasions where multiple users report the same issue from a site or location, there is built in functionality that looks at certain business rules, and if these rules are breached, then the system is designed to prompt that this is a ‘Duplicate SR Record’. The system will then create a note against the Original SR (Earliest created) The business rules set are as follows (Code can be changed dependant on client requirements)
- The request is within 48 hours (2 working days)
- Same Category
- Same Property
- Same Location
- Same Associated Asset (if logged against), rule will be ignored if no asset found
The following prompt will be displayed for a Duplicate request. The user has the ability to say that this is a new request and select the ‘Create New SR’ button and the system will create a new request. If the user selects ‘Originating SR’ button, then the system will add a note to the originating SR namely the earliest request logged. The duplicate SR number will be shown in the prompt
Originating SR Screen is displayed if Originating SR button is selected. As you can see, a Service Request note has been added to signify that someone has requested the same request and the note shows who, what type of note and when it was requested
Adding and Editing Notes on a Service Request record
There is a facility to add notes to the Service request record, these are permission-driven and can be set to editable or viewable.
To add a Note to an SR, the user would select the ‘Add New Record’ button and complete the fields for Note Type (Dropdown list), Add the note text and then select the ‘Update’ button to insert the note
If the user has permissions to edit any of the notes, then they would do that via the edit icon in the top right of the widget. They will be given the ‘Edit’ and ‘Delete’ options to make their changes
Adding comments to an SR
There is facility to add general comments to the SR that and can be made visible to the Internal users only. These can be added via the comments Tab at the top of the screen
There is an Audit tab, where the user can see all the changes that have been made on the SR record. It shows the user Who, What and When the changes were made, and all these are date and time stamped for auditing purposesAdding Documents to Service Request
Adding Documents to Service Request
There may be occasions where the user creating an SR wants to add additional information such as a Document or images to further provide additional detail to highlight the issue they are raising. The users have the ability to add these via the ‘Documents’ Tab. The user will select which folder the upload will store against in the library tree and then select the ‘Upload’ button
From the ‘Upload’ button, the user would get the following dialogue box. They would select their document by selecting the ‘Upload Documents’ button and select the file from where it is stored. They would then populate the rest of the fields as necessary (Not mandatory). They can also set the Document expiry date and warning if this document has a time limit such as a certificate etc. The user will then click on the ‘Add’ button and the file will be stored into the required folder
The upload successful prompt appears
The file is then stored in the required folder against the Service request record
Resolving an SR with no linked work orders
There may be occasions whereby an SR is raised and does not progress to creating a linked work order. Such occasions might be because the Help Desk operative has discussed the issue with the caller and there is no further action required. In this case with the SR having no linked WO and is at Pending status, the user can use the ‘Resolve’ icon to resolve the SR. If the SR has a linked WO, and is at a status beyond Pending, then this option will not be available.
Raise Service Request from a Property
Users now can raise a Service Request from a Property record. Once selected, the Service Request screen is displayed, and the user will follow the Reactive Process to complete.
Raise Service Request from an Asset
Users are also able to create a Service Request from the Asset record