Facilities Requests

It is a request for facilities which can be raised from the Self Service portal or from the Service Desk console.

Create a new Facilities Request

1.From the workspace menu, click Facilities Requests.

2.Enter information into the fields:

•Customer, Reported By, and Description.

•Status: It is set to Active initially, as the Work Order progresses through the workflow, the statuses are updated automatically.

•Team, Owner and Urgency.

3.Click Save.

Facilities Requests Tabs

If you do not see some of the tabs listed here, they may be hidden, click the icon at the right corner of the tabs list and select the tab you wish to un-hide.

Details

You can add notes, send emails, and attach files here.

To send an email:

1.Click Add under Journals and select Email.

2.Enter information into fields and click Ok.

The email is sent to the recipient and the copy is saved in the Journal area.

To add a note:

1.Click Add under Journals and select Notes.

2.Enter information into fields and click Ok.

The note is saved in the Journal area.

To attach a file:

1.Click Attach under Attachment to attach a file or an image.

2.Browse the file and click Ok.

The selected file is attached to the Work Order and displayed in the Attachment area.

Activity History

The history of all emails and notes is displayed here. Includes emails you've sent to users, as well as system-generated emails. You can also link to relevant emails associated with other work orders.

To link or unlink an email:

1.Click Link and select the email from the list.

The selected email is linked to the Work Order.

2.Select the email record and click Unlink to remove the link from the Work Order.

To send an email

1.Click New > Email.

2.Enter information into the fields:

•Category: Select Outgoing.

•From: Is auto-filled with the logged-in user's email ID.

•From Name: Is auto-filled the logged-in user's name.

•To: The recipient's email ID.

•Subject: The email subject.

•Processed: This checkbox is selected by default, leave it selected.

•Publish to Web: Select this to publish the email in the Self Service portal.

•Message: The email message.

3.Click Save.

To add a note:

1.Click New > New Notes.

2.Enter information into the fields:

•Category, Source, and Summary.

•Duration in mins: The amount of time spent on the activity.

•Publish to Web: Select this to publish the note in the Self Service portal.

3.Click Save.

Approval

All the approvals based on the workflow the Facilities Request goes through is displayed here.

Task

Add tasks and assign them to relevant teams and owners that can help complete this order. When a task is added, the assigned owner will be notified of the task. The task owner can accept, reject, reassign, or complete the task.

To add a task:

1.Click New and Enter information into the fields.

•Summary and Details.

•Priority - Select a value from 1 to 5 based on the priority to want to give to complete the task.

•Service: Select the area which the task belongs.

•Team and Owner: Assign the team and owner. The owner gets notified of the task and will take necessary action.

• Effort and Cost: The effort and cost is calculated based on the Cost per Minute defined for the team and or owner and the time spent to complete the task.

2.Click Save.

The task is created and a record is displayed in the Task tab.

External Task

These tasks are the ones that need action from outside the organization. Add tasks to external teams and assign them to relevant owners that can help complete this order. When an external task is added, the assigned owner will be notified of the task. The task owner can accept, reject, reassign, or complete the task.

To add an external task:

1.Click New and Enter information into the fields.

•Summary and Details.

•Priority - Select a value from 1 to 5 based on the priority to want to give to complete the task.

•Service: Select the area which the task belongs.

•Team and Owner: Assign the team and owner. The owner gets notified of the task and will take necessary action.

• Effort and Cost: The effort and cost is calculated based on the Cost per Minute defined for the team and or owner and the time spent to complete the task.

2.Click Save.

The task is created and a record is displayed in the Task tab.

Fulfillment Item

The item required to fulfill the Facilities Request can be added and tracked here.

To add a fulfillment item:

1.Click New Fulfillment Item.

2.Enter the information into the fields:

•Status - set as Active initially. Change it based on the action taken to Completed, Failed, or Cancelled.

•Name, Description, One Time Price, Recurring Price.

3.Click Save.

Cost Item

The cost for the item added to Facilities Request can be defined here. You can either add a cost from the existing price list or define new cost.

To add cost from the price list:

1.Click the New from Price list Item.

2.Select a cost from the list.

The selected cost record is displayed.

To define a new cost:

1.Click the New ITFM Cost Item.

2.Enter information into the fields:

•Item Description

•Price List Item: click the import icon to import the pricing from an existing item. the costing of this item is applied and all the fields are filled with the information of this item expect the Item Description and Unit of Measure.

•Unit Cost: Cost of one unit.

•Qty: Quantity of the item.

•Unit of Measure:

•Total Cost: The Unit Cost multiplied by the Quantity.

•Cost Driver:

•Vendor: The supplier of the item.

•Billable: Select check box if this is the billable cost.

•Capital Expense: Select check box if this is the capital expense.

•Fixed Cost: Select check box if this is the fixed cost and no further discount is applicable.

•Direct Cost: Select check box if this is the direct cost.

•Notes: Enter additional notes.

3.Click Save.

Attachment

Attach files and images and references to other websites here. Click New Attachment to attach file and click New URL to add a website reference.

Escalation Watch

An escalation occurs when a request's response time exceeds a defined period of time. The application sends notifications to the task owner and team. It's up to the owner and team manager to take appropriate action based on such notifications.

Audit History

You can view all the changes made to the Facilities Request here, such as the status changes, email records, escalations, links, and unlinks.