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Edit / Add a Request

Last updated: Thu, 27 Apr 2017 19:05:13 GMT
iOffice Support

Edit / Add a Request

The forms for editing and adding a request type are very similar. There are five sections to the request (Information, Instructions, Time, Assignments, and Supplies), which are arrayed as tabs across the top of the screen.

Information Tab

  1. When editing a request type, a column on the right-hand side of the screen shows any current or scheduled service requests of this type. Generally speaking, you are advised against making edits to any requests types that are currently open.

  2. Enter the general information:

  •  Select the Product Name. If the product is not available in the drop-down menu, the product must be added first.

  •   Enter the Request Type Name and Type Code if applicable. Based on the Product selection, the Maintenance Name is automatically populated.

  •   Input default text, if applicable. Default text directs the requester to input more specific information about the request.

  1. Select custom fields. These fields are created in the Fields admin function, listed later in this guide.

  •   Select the custom field from the drop-down menu and then click the green Add icon to add the field.

  •   Remove chosen fields by clicking the red Close icon.

  •   You can drag and drop custom fields to change the order in which they appear.

  •   A preview of the form lets you see how it will look.

  1. Click Update to save changes or Cancel to exit without saving.

  2. Click Remove to delete this request type. You are discouraged from deleting request since it can affect reporting.

 

Note: The button will only be enabled if there are no open requests of this type.

 

Service

FIgure: Edit Request

Instructions Tab

Operator instructions give facility teams a one-stop base of knowledge. Examples include in- struction manuals for hardware and assets, toxicology information for managing eco-friendly buildings, and proper protocol and procedure guidelines for requests. 

  1. Hover your mouse over an instruction to see a thumbnail preview.

  2. To add a new instruction, click the green + icon on the lower left.

  3. To remove / edit an existing instruction, click the buttons under the Actions column.

  4. Click Update to save changes or Cancel to exit without saving. 

 

Service Request Instructions Tab.png

Figure: Instructions Tab

 

When adding or editing an instruction, a new window will open.

  1. Toggle the Instruction Type as either a text field or a file upload.

          - If you select text, enter and format the text information.

          - If you select file upload, browse to locate and attach the file.

  1. Click OK to save changes or Cancel to cancel and close the window. 

Time Tab

Set the advance notice and estimated service times.

  1. Enter the estimated time to complete the request. This is used for performance reporting purposes, comparing actual service times with estimated times.

  2. Enter the Service Level Agreement. This is the time in which the request must be completed, per the contract. This is visible to the end user when submitting a request.

  3. Enable or disable end user options.

          - Allow end users to choose the priority of the request.

          - Allow end users to choose the date the request is required by.

  1. Select a default priority level from the drop-down menu.

  2. If you check Priority Custom Settings, you can enter unique notice time settings for each of the priority levels. The notice time is used to ensure that adequate notice is given to the service center to prepare for the request.

         - For example, if you set the advance notice to 60 minutes, the end user will not be able to choose a required by time any less than 60 minutes ahead of the current time.

  1. Click Update to save changes, or Cancel to exit without saving.

 

Service Request Time Tab.png

Figure: Edit Time

Assignments Tab

You have the ability to pre-assign operators to specific request types based on building/location and/or priority level.

  1. Enter the number of needed operators to complete the request.

  2. You can view assignments by building or operator.

  3. Assign this request type to a particular operator. ​

  • Select the operator’s name from the drop-down list.

  • Assign the operator to all priorities or only to specific priorities.

  • To bypass the operator’s ability to accept/reject the request, check the Auto Accept box.

  1. Click the green  icon to add the assignment to the request. You can remove assignments by clicking the red  icon.

  2. Click Update to save changes or Cancel to exit without saving. 

 

Assignments Tab.png

Figure: Assignments Tab

 

Note: Once Operators are assigned to a request type, they no longer have the ability to reassign the ticket to another Operator. They are able to add an Operator to complete a task if needed, but in doing so both Operators will have to complete the ticket before the ticket can be closed.

Supplies Tab

You can also assign supplies to the request. These are the supplies that the operator might use while fulfilling the request, the ones that are entered at the final section of the service request job ticket. The Inventory Module must be active to utilize this feature.

  1. Choose an inventory center, if you have multiple inventory centers.

  2. Select an inventory item(s) from the Available list then click the right arrow (>) button. This moves the selected item(s) to the Assigned list.

  • To remove an item from the list, select it then click the left arrow button (<).

  1. Click Update to save changes or Cancel to exit without saving.

 

Service Request Assign Supplies.png

Figure: Assign Supplies

Saving Changes

Be sure to click Update at the bottom of the screen to save changes. You can also cancel or remove the Request Type by clicking the appropriate buttons. 

Service Request Saving Changes.png

Figure: Saving Changes

 

 

Related Topics

Request Types

Administrative Functions

Priorities

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