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Updating / Editing Requests

Last updated: Thu, 27 Apr 2017 19:05:05 GMT
iOffice Support

Updating / Editing Requests

If you clicked Prod View in the Service Request queue, you may update, edit, or cancel the request. Requests have three or four sections, depending on the request type.

Request Detail

The top portion of the request ticket shows contact information and request details.

 

  1. See the requestor’s contact information by clicking the Contact Information tab.

  2. Edit information about the due date (Required On), request type, priority, and the response timeout by clicking the pencil icon or using the drop-down menus.

  3. If module preferences are set to allow 3rd party invoicing and tracking as associated with a service request, there will be a 3rd Party header. Click the No link next to the 3rd Party text to open a dialog box where you can enter information about the invoices.

 

3rdpartyinvoice_servicerequest.png

Figure: 3rd Party Add Invoice Screen

 

Note: For more information, see Adding a 3rd Party Invoice.

 

  1. If your location also has the Space Module, you can click the Show in Space button to view a map of the asset’s location.

  2. The comments feature allows you to track the progress of the request. Type the comment in the Post Comments box then click the Add Comment button.

  3. Be aware that comments are visible to the requestor. When the requested service is complete, click the pencil icon next to Resolution and add details about how the request was resolved. This field can be optional or required (in order to complete and archive a job), depending on your Administrative settings. 

 

Service

Figure: Request Detail

Assign Job

The next portion of the request ticket covers assigning operators to the request and updating the status during the course of the job from the Request Queue.

 

  1. Indicate the number of operators needed to complete the service as requested.

  2. Select an operator’s name in the Unassigned box.

  3. Click the right arrow button (>) to move the selected operator to the Assigned category. The left arrow button (<) moves a selected operator back to the Unassigned box.

  4. If your location does not have remote notification for operators, you can manually accept the assignment for the operator by clicking the Auto Accept button.

  • Some sites are configured so that an operator, once assigned, receives a notification via standard email and/or smart phone device.

  • When the operator receives the notification, he or she clicks the appropriate link and is immediately directed to the production view of the ticket.

  • Once they click Accept, the status updates to Assigned and the start time is recorded. 

 

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Figure: Assign Job

Machine Information

The third section is for asset (equipment) service requests. It contains information about the equipment. This section does not appear if the request is not equipment-related. Update and verify the machine information.

 

  1. If the Machine ID is incorrect, search for the correct ID using the LiveSearch feature. Start entering the Machine ID and LiveSearch will show the closest matches to what you have entered so far. Click the correct result.

  2. Machine Status (running or down) – If the machine is down, change the status. Make sure to change the status to Running after the problem is resolved.

  3. Meter Read Post Service – Enter the meter reading(s) after service is complete.

  4. Maintenance History button – Opens the history of maintenance on this piece of equipment. Note you need to click Update at the bottom of the screen before navigating away from this page, otherwise changes will be lost.

  5. Edit Asset button – Click to edit information about Serial Number, Make, Model, Center, Room and Building, all of which are listed on the right-hand side of the screen.

  6. Show in Space button – Click to open a map that shows the physical location of the equipment. This is available only at sites that also have the Space module. 

 

​​Service

Figure: Machine Information

Service Items

The final section of the service request ticket is Service Items. Service items are supplies used to respond to a request (e.g. toner cartridge). Service Items will only be available if they have been set up for this particular request type. This is done in the administrative functions for this module.

 

  • Choose the item from the drop down menu and, if the quantity is greater than one, modify the number in the Quantity field.

  • Click the + icon to add the item to the ticket.

  • Click the minus icon to remove an item from the ticket.

  • When you are done, click Update to save changes. 

 

Service

Figure: Service Items

 

 

Related Topics

Adding a 3rd Party Invoice

Request Queue