Viewing a Request

To view a request available in the FacilitiesDesk request module

  1. Click the Work Requests tab in the header pane. The request list view page available in the FacilitiesDesk application in the Open status. Unassigned and assigned requests that have not yet been viewed by the corresponding supervisor even once will be in bold text, while the viewed requests will be in regular font.

  2. Click on the Title of the request that you want to view. The View Request page opens.

By default the page displays Request, Resolution and History tabs.

 

Request Tab

 

In the request tab, the data is grouped in a logical manner. By default this page displays Request Details, Requester Details, Resource and Location Details, Discussion Notes, Time Elapsed and Crafts Person Time Spent of the request. The Request ID is displayed on the top left corner of the page below the tabs. The Status and priority of the request is displayed on the top right corner of the page. Subject and Description will be available at the beginning of the request.   

Note
:You also have other blocks displayed in this page such as Conversations and Discussion Notes blocks. These blocks gets displayed on adding the same to the request.  

 

Viewing Request Details

 

The Request Details block displays the Status, Group, Category, Sub Category, Item, Supervisor, Priority, Mode, Request Type, Impact Details, Level, Due Date, Crafts Person, Urgency, Impact, Resource, Created Date, Created By, Work Trade of the request. .

 

Viewing Requester Details

 

In the Requester Details block, the details of the requester such as the Requester Name, Contact Number, Department, Region and Site Name of the requesters location, the corresponding Building Name, Floor Name and Room Name, Email Address & Mobile Number are displayed.

While adding users to FacilitiesDesk in the Admin tab, you have an option to Associate Resources to the user. If you have associated resources to the user, you can view the list of all associated resources under this block.  

You have inline edit option to edit all the requester details under this block. To edit the details click the link available for each of the requester details against each field.

 

Viewing Conversations

 

Next is the Conversations block, which displays the mail transactions / threads that have been exchanged between the supervisor and the requester, related to the request.

Click the View Requester Conversations link to view the history of all the conversations. Conversations are listed in the ascending order of the time. The conversation block is visible only if there have been any mail transactions between the requester and the technician.

 

Resource & Location Details

 

The Resource and Location details block displays the resource name and location details of the resource such as, Product, Site, Floor, Building, Room and so on. You can delete the resources by clicking the Delete icon beside the resource. The resource gets deleted from the list.

 

Viewing Discussion Notes

 

Once you add a note to the request the Discussion notes gets displayed in descending order of their date of creation just below the Requester Details block. If you select the option "Show this notes to requester" then the note will be displayed as Public. Else will be listed as private.

You also have an option to edit or delete the discussion notes.

 

Inventory Usage

 

You can mention the quantity of resources used for the workorder in Inventory Usage block.

  1. Click Add Inventory Usage button on the right hand side of the block. This opens the Add Work Log page.

  2. Select the Resource Name from the combo box. This is mandatory field.

  3. On selecting the Resource Name, the Stock Level of selected resource automatically gets populated.

  4. Specify the Quantity of the resource needed for the workorder in the provided field. The quantity specified should be within the stock level mentioned.

Once the Stock Level goes below the reorder level a notification is sent to the concern supervisor. A purchase order is automatically generated if the resource is fully utilised.

 

Cost of a Request

 

Finally, you can enter the supervisor Time Spent and Craft Person Time Spent details for the request.

 

Supervisor & Crafts Person Time Spent

  1. Click Add Work Log button. This opens the Add Work Log page.

  2. Select the Supervisor Resolving this Request from the combo box.

  3. Specify the Time Taken to Resolve in the given text boxes.

  4. Specify the Supervisor's Cost per hour in $

  5. Specify the Incident Cost in $

  6. Select the Executed Time & Date from the calender button.

  7. Specify any relevant information about the work log in the Description field.

  8. Save the details.   

The total time spent will exclude the time that the request was on hold and then calculate the total time from the time of creation till the request was closed.

If any notes are added to the request, they will be available below the description of the request. The notes are displayed in the descending order, with the latest added note displayed first and the rest below that. The notes can usually be added to convey any information related to the request or to convey the request status.

If there are any additional user-defined fields that have been added to the new request form, they are grouped under the Additional Request Details head and displayed just below the Request Details block.

 

Resolution Tab

To view the resolution for the request in the view request page

  1. Click the Resolution tab next to the request tab.

  2. The currently available resolution for the request will be displayed in this page. You have an edit option on the right side of the resolution. If there are no resolutions available for the request, then the blank text is shown for you to add the resolution if needed. To search for resolutions from the solutions database, click Search Solutions link.

  3. The resolution is a documented information on how the issue was resolved. This documented information can be very useful for future reference. This resolution can also be added to the knowledge base as an article which can be searched by requesters for resolving issues faced by them.

  4. You also have an option to Add Time Entry to the resolution. Select Add Time Entry option by enabling the check box and specify the details.  

History Tab

To view the request history from the time of its creation, click the History tab in the view request page. The details that are displayed in the history are in the ascending order with the earliest performed action shown at the top of the page and the latest action at the bottom of the page.

FacilitiesDesk - Integrated Facilities Management Software

Copyright © 2008, ZOHO Corp. All Rights Reserved.
ManageEngine