Applications

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Jan Comfort

Application Specialist

Denver Public Schools

User Overview: Service Desk and On Demand Work

Issue, update, complete, and close Work Requests without referring to Work Orders
(On Demand Work only)

For some tasks in 17.1, the user could only access Work Requests by referencing their assigned Work Orders. This meant that the user needed to know the Work Order numbers, and it made the task of completing and closing a set of Work Requests more cumbersome. The 17.2 version includes views that hide the associated Work Orders and only show Work Requests. This makes it much easier to issue, complete, and close Work Requests en masse.

Refer to the new "Supervisor (Work Requests)" and "Craftsperson (Work Requests)" tasks on the 17.2 Process Navigator.

Below is the revised Update Work Requests view for the Supervisor. Notice that the list shows Work Requests only. The user may select one, multiple, or all Work Requests in the list to complete at one time. The system will enforce all Work Requests assigned to the same Work Order to be closed before the associated Work Order is closed and archived.

Forward to alternate Business Managers

17.2 includes both an automated and a manual way for Business Managers to forward to other Business Managers for approval. Manually, when viewing a selected Service Request, a Business Manager may select another Business Manager to whom to forward the Service Request. The Service Request is then forwarded to the second Business Manager for approval.

This option is found within the Business Manager / Approve Service Requests task in both Service Desk and On Demand Work.

Automatically, a Business Manager may enter in dates that he or she will not be at work, and also select a substitute who will perform all approvals in his or her absence.

The Business Manager uses the Schedule Substitutes task to enter in dates of absence.

In this example, when Service Requests that require ABERNATHY's approval are routed to ADAMS during the days of absence, the system will automatically forward them to ADAMS. Below is ADAM's view of an automatically forwarded Service Request and its history.

Forward to alternate Service Providers
(Service Desk Only)

The Service Desk Manager may re-route any Service Request to another Service Provider for execution. When a Service Request is re-routed, the escalation dates are re-set.

In the Service Provider panel below, the Service Desk Manager may select either an Employee or Vendor to serve as the new Service Provider. These fields are enabled only when the Status is "In Progress".

Edit and Approve Service Requests after they are submitted

17.2 includes the ability for Business Managers to edit submitted Service Requests before approving them. When it is modified, a Service Request may attach to a different SLA that dictates different workflow. Along with this feature is the ability to limit Clients to just one priority, even if more priorities are available. If a Client is limited to one priority, the Business Manager can view the full list of priorities and may select another one in the new Edit and Approve step.

The first step for this new feature is for the Service Desk Manager to define the "default priority" for a given SLA. Setting a default priority will limit the Client's priority choices to just one. Keep in mind that if an SLA has only one priority available, you do not have to define it as "default".

In the Response Parameters tab, the Service Desk Manager must also define an "Edit and Approve" step, so that the Business Manager has an opportunity to change the Service Request's priority, among other attributes.

In the Approve Service Requests task, when the Business Manager selects a Service Request that matches an SLA that contains the "Edit and Approve" step, the system routes to the Edit and Approve tab. In this tab, the priority and many other Service Request attributes are editable. Based on the changes, the system may match the Service Request to a different SLA.

Note that if the system matches to another SLA, workflow begins after the Edit and Approve step if it exists.

Issue, update, complete, and close Work Orders from Preventive Maintenance
(On Demand Work only)

If the Windows-based Preventive Maintenance activity generates Work Orders, those Work Orders and their associated Work Requests will be included in the list of Work Orders to issue, update, complete, and close within 17.2 Web Central's On Demand Work.

Check for duplicate Service Requests

In 17.2, the system will warn the Client if he or she creates a request that is similar to one that has already been submitted. Requests that are flagged as possible duplicates contain the same date, location, and if applicable, equipment and problem type.

When the system brings up possible duplicates, the Client can view their detail and decide whether to continue the current Service Request, modify it, or cancel it.