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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,
Requester can call the facilities desk supervisor and tell him the requirement and he will in turn file a request.
You can submit your query through web-based new request form, like logging in to the self-service portal and filing a request
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,
Click the Work Request tab in the header pane. The Requests list view page opens.
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
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.
Select the Request Type from the combo box. There are three types of requests,
Incident: Failure of a business service or degradation of a service for one or more users. E.g. Unable to use the gym equipment.
Service Request: A standard request for some kind of service. E.g. Installing gym equipment, move coffee vending machine from one place to another, reset domestic cooling system etc. A Service Request is not an Incident.
Request For Information: Request for information is basically in need of some information or knowledge.
Select the Status of the request. The default entry of the Status of the request will be Open.
Select the Mode of request submission, request Level and Priority of the request from the combo box.
Select the Impact, Impact Details and Urgency of the request from the combo.
Providing Owner details
To provide the owner for the request select the Group of the request.
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.
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.
You can select the Requester Name and the Resources for which the work request is created using the FacilitiesDesk application.
In the
Name field, click the requester lookup button ().
The Requester List window pops
up as shown below,
From the list of requesters, click the hyper-linked requester Name to choose the requester.
If the requester list is huge, then you can choose to view only a select group of requesters by clicking the alphabets at the top, or by entering a search string and clicking Go. Now choose the requester name.
You can also add new requester directly by clicking the Add Requester button from the requester list page.
The name of the requester is displayed in the Name field in the Requester Details block.
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,
You can select the resources using the filters options such as, Site Name of the resource, corresponding Building Name, Floor Name, Room Name, Product Category and Product Type from the combo box.
If the resource list is huge, then you can choose to view only a selected group of resources by selecting the alphabets at the top, or by entering a search string and click Search.
From the list of resources, enable the check box beside the Resource Name. Click Add Items button. The resources gets added in the Add Request form.
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
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.
Select the relevant Sub-Category from the combo box. Also select the relevant Item from the combo box.
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
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
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.
Click the Browse button and select the file to be attached from the file chooser window and click the Open button.
Click the Attach button. The selected file will be listed below the Attached Files heading. If you have more files to choose, follow steps 2 and 3 repeatedly till you have attached all the relevant files. Please ensure that the total size of the attachments does not exceed 10 MB.
Click Attach File button. The selected files are attached to the request.
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.
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,
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:
E-mail the request to the Facilities Management team. The e-mail will be automatically converted to a new request in the FacilitiesDesk application.
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.
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.
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