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Request Information Screen

Last updated: Thu, 27 Apr 2017 19:05:01 GMT
iOffice Support

Request Information Screen

The Service Request Information screen allows you to enter specific information about your ticket.

 

Figure: Service Request Information

 

The available fields and options you may select are covered in the table below.

 

Field Description

Center Selection (drop-down)

This drop-down field in the upper-right corner of your screen allows you to select a specific center to use when creating your request ticket.

Request Information

The Request Information screen allows you to enter specific information about your request, including request type, priority, and date required.

Field Description

Request Type

Once you have selected the request asset, you can specify the request type from the available drop-down field.

 

As an example, if you select Conference Room Services, you have a number of available options in the Request Type drop-down, including:

  • Chairs Needed

  • Clock - Incorrect Time / Not Working

  • Move Chairs

  • Portable Screen Request

  • Remove Chairs

  • Remove Items

 

Note: If you change request types after selecting an operator, you risk losing the selected operator. This is due to different request types potentially having different operators assigned to requests.

 

Priority

The Priority drop-field allows you to determine the importance of the ticket. Tickets will default to normal. However, if it is summertime, and the air conditioner is not working, that would be an emergency request. The following options are available:

  • Priority 1 - Emergency

  • Priority 2 - High

  • Priority 3 - Normal

  • Priority 4 - Low

  • Priority 5 - At Convenience

 

Note: Much like changing a Request Type, if you change a priority after specifying an operator, you also run the risk of losing your selected operator.

 

Date Required

Allows you to specify the date and time you need the request completed. However, this is verified by the server to be sure that the date and time make sense.

 

Example: If you set a date and time that have already occurred, then the date and time are changed to current time plus the notice time set by the priority of the ticket. This ensures that the date and time specified are accurate.

 

Asset (if available)

If an asset is available for the request, you can specify it here.

 

Note: You may want to select the asset first, or the location of the ticket may change.

 

Description

This field allows you to enter additional information about the request.

 

Reference Number

This field allows you to enter a reference number for a ticket (in case you use a help desk ticketing system).

 

Attachments

This field allows you to add an attachment to a request (e.g. adding an image, additional instructions for an operator, etc.).

 

Choose File: allows you to select a specific file to attach

Cancel Upload: cancels adding an attachment

 

Is a Scheduled Task

This toggle field allows you to specify whether this ticket is a scheduled task or an unexpected request.

 

Example: If you are changing the filters of your air conditioning units, it would be considered a scheduled task. If your are repairing an air conditioning unit, it would not be a scheduled task.

 

Contact Information

The popup windows that appear when we select Someone Else or Other Room now go away when clicking elsewhere on the ticket information screen. If you managed to enter a valid value on the popup, the form will keep this value. Setting Someone Else to your user name will set Me as the contact, and reset the Someone Else button to Someone Else.

Field Description

Contact

The Contact field allows you to specify a contact for the request. It will default to the person creating the ticket (Me); however, if you want to specify another person (Someone Else), you may do so here.

 

You have the option of selecting either:

  • Me

  • Someone Else

 

Location

The Location field allows you to specify the location of the request. 

 

You may select the following:

  • My Room

  • Other Room

  • Unknown Room

 

Operators

You may control which operators are set to the request, and duplicate operators will not be allowed. Certain service request options require a set number of operators. If more than a single operator is required, this section will specify in the Assign Operator link.

Field Description

Assign Another Operator

Clicking this link allows you to add an operator to the request ticket.

Operator (drop-down)

Once you have clicked the Assign Another Operator link, you can click the specific operator from the drop-down field.

Remove Operator

Clicking the red X next to an assigned operator allows you to remove them.

Buttons

Field Description

Submit Request

Once you have entered the specific information about your request, click the Submit Request button.

 

Related Topics

Service Request Home

Submitting a Service Request Ticket

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