Creating New Work Request

 

Work requests should be sent to the facilities management team for any incident, service or request for information. The requests can be on your company's Appliances, Air Conditioners, Telecom, Furniture & Fittings and even on electrical failure. These request can be sent to the facilities management team in three different ways,

  1. Requester can call the facilities desk supervisor and tell him the requirement and he will in turn file a request.

  2. You can submit your query through web-based new request form, like logging in to the self-service portal and filing a request

  3. Or, you can sending an E-mail to the support team, which will automatically get logged as a service request in FacilitiesDesk.

 

To create a new request,

  1. Click the Work Request tab in the header pane. The Requests list view page opens.

  2. Click the New Request link available just below the tabs [OR]

    Click the Create quick link on the left hand side of the page and click the Work Request option. This opens the New Request form,

Providing Request Details

    1. In the new request form, select the Service Type from the drop-down box. If ServiceDesk is selected, then the request form for ServiceDesk Plus appears. To create a request in ServiceDesk Plus, refer Create New Request.

    2. Select the Request Type from the combo box. There are three types of requests,

    3. Select the Status of the request. The default entry of the Status of the request will be Open.

    4. Select the Mode of request submission, request Level and Priority of the request from the combo box.

    5. Select the Impact, Impact Details and Urgency of the request from the combo.

Providing Owner details

    1. To provide the owner for the request select the Group of the request.

    2. On selecting the Group, supervisors associated with the Group alone will be listed in the Supervisor drop down list. Select the Supervisor for the request from the combo box.

    3. Select the Worktrade of the crafts person from the combo box. Ex: Plumber, Electrician, Mason, Carpenter and so on.
    4. Select the Crafts Person name from the combo box.

Additional Request Details

 

You can define your own organization-specific fields that do not appear in the New Request form, from the Admin module. The fields defined there will be available in this block of the form. Depending on the fields, enter the required values for the fields. To know more about how to add user-defined fields in the new request form, refer to the Configuring Additional Fields section in the request form under the Work Request Customizer.

 

Providing Requester Details

 

You can select the Requester Name and the Resources for which the work request is created using the FacilitiesDesk application.

    1. In the Name field, click the requester lookup button (). The Requester List window pops up as shown below,

    2. Choose the Resources for which the work request is created by clicking the resource look up icon. The Search Resources page opens as shown below,

If you wish to delete the added resources then click the resource you want to delete in the add request form. Click Delete icon. The resource gets deleted from the list.

 

Classifying Request Category

    1. Under the Category Details Block, there is a Category drop-down box. This lists the various categories under which a request can be classified. You can select the relevant category under which your request can be classified.

    2. Select the relevant Sub-Category from the combo box. Also select the relevant Item from the combo box.

    3. Specify the subject line to be displayed while sending the request in the Subject text field. The subject line will be displayed as the request title hence this is a mandatory field.

Describe Request

    1. Once you have specified the details for the request, you need to describe the request in detail. Provide a detailed description with any other associated details relevant to the request in the Description text box.

 Add Attachments to the Request

    1. In the Task Details block, below the Description text box, click the Attach a file link beside the Attachments field to attach attachments. The Add/Remove Attachment pop-up window appears.

Adding Resolution for a Request

 

You also have an option to add Resolution to the request in the new request form. If you have an answer or solution for the request you can quickly add in the resolution text field and add it to the request.

    1. Click the Resolution title in the new request form. This opens the Resolution text field. Specify the solution in the given text field and add to the request. Click the Resolution tab to view the solution you have given for the request.
      The purpose of having resolution in the new request form is, when a supervisor is reported about a problem which has been already cleared by him/her then, in this case he can create a new request, specify the solution in the resolution field, set the status as closed and he can close the request. Thus this option makes the job easier for the supervisor to specify the resolution and close the request immediately. To add resolution,

    2. Once you have done all the above, click the Add request button. The request gets added to the list of requests and can be viewed from the request list view which can be invoked by clicking the Request tab in the header pane.

Modes of Creating a Request

 

You can create a new request in one of the following methods:

  1. E-mail the request to the Facilities Management team. The e-mail will be automatically converted to a new request in the FacilitiesDesk application.

  2. Call up the Facilities management team and report the issue or explain the nature of your request. The Facilities management supervisor will manually feed in the details into the application through the web-based New Request form available in the Request module.

  3. Log in to the FacilitiesDesk application using your own user name and password and fill in the New Request form yourself and submit your request.

There can be other modes of requests also by which requests can get created. For more information on how to add additional modes, refer to Configuring Mode section.

 

FacilitiesDesk - Integrated Facilities Management Software

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