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Request Management Solutions Tim Prado Dan Maddux TMA Systems, LLC.

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Presentation on theme: "Request Management Solutions Tim Prado Dan Maddux TMA Systems, LLC."— Presentation transcript:

1 Request Management Solutions Tim Prado Dan Maddux TMA Systems, LLC

2 Three Aspects of Requests i ServiceDesk Service Requests Auto Attendant

3 Basics and Benefits of i ServiceDesk Submitting Requests View Request/Work Order Information Automatic Responses Customize HTML Pages i SD Access

4 i ServiceDesk Basics Approval Process Material Request Key Request Minor Capital Project Request Reports & Useful Links

5 Home Page

6 Submitting Requests

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10 Request/Work Order Information

11 Response Automatic Response Actions Submit Request i SD Request Accepted or Rejected Work Order Status Change Close Work Order

12 Custom HTML Pages Retrieve HTML Page (Desktop only) Modify Page with HTML Editor Save Page in the HTML Folder

13 Custom Home Page

14 Anonymous Access Secured Access – Secured Pages Home.html Request.html – User Access i SD Access

15 Approval Process Requires Secured Pages Approval Routing Options Approval Users

16 Material Request Catalog Search Part Type Part Code or Part SKU Part Description My Cart Checkout

17 Key Request Requester Information Transaction Type Request Form

18 Minor Capital Project Request Requester Information Project Request – Description – Accounts – Details – Estimated Budget

19 Reports & Useful Links Reports – Record Lists – Phone Numbers Useful Links – Facility Links – User Definable Links

20 Service Requests

21 Service Request Topics Benefits of using Service Request Who can use a Service Request How to create a Service Request Customization of the Service Request Form

22 Benefits of Using Service Request Can be created for Facilities or drilled down to specific Areas Allows your Requestors to have access to the locations YOU decide Auto-generated link that is easy to distribute

23 Who can use a Service Request Anyone! A Service Request allows for a broad range of end users. Create URLs at the Facility level for Requestors who travel around the entire Facility. Create URLs for specific buildings for Requestors who only need access to a specific building.

24 Creating a Service Request URL Creating a Service Request is as simple as: 1

25 Creating a Service Request URL Creating a Service Request is as simple as: 2

26 Creating a Service Request URL Creating a Service Request is as simple as: 3

27 Customizing the Service Request

28 Auto Attendant & Auto Convert

29 Auto Convert Auto Convert allows you to have all requests Automatically Converted into a Work Order. The Work Order MUST be assigned to a Default Priority and Default Task. You have the option of assigning it to a Trade. Auto Convert can be made Time Sensitive to replace a Dispatcher during Weekends or off hours.

30 Auto Convert and Auto Attendant While Auto Convert works very well in some cases to allow for work to be done or assigned automatically, you may not always benefit from this. Especially if you are at a facility that has numerous requestors and it is necessary to relay more specific information to your technicians doing the work. In this case Auto Attendant may be the necessary fit for your organization. With Auto Convert With Auto Attendant Simple setup and use Setup by Repair Center Schedule during off hours Assigns to a Trade only Standard with WebTMA More complex and detailed setup Set up by Repair Center Schedules by Task or Task Type Can assign multiple Trades for each task Can assign multiple Technicians for each Task and/or Trade Best For You?

31 Auto Attendant Auto Attendant requires at least one task checked for Available for Request Forms

32 Auto Attendant Auto Attendant allows you to schedule your task by Repair Center for a requestor to choose from a dropdown. Once this is set up, you can have this task assigned to a specific trade, or multiple trades, and even to a specific technician or set of technicians. It can even be time sensitive. Auto Attendant allows you to schedule your task by Repair Center for a requestor to choose from a dropdown. Once this is set up, you can have this task assigned to a specific trade, or multiple trades, and even to a specific technician or set of technicians. It can even be time sensitive.

33 Auto Attendant Auto Attendant allows you to schedule your task by Repair Center for a requestor to choose from a dropdown. Once this is set up, you can have this task assigned to a specific trade, or multiple trades, and even to a specific technician or set of technicians. It can even be time sensitive. Auto Attendant allows you to schedule your task by Repair Center for a requestor to choose from a dropdown. Once this is set up, you can have this task assigned to a specific trade, or multiple trades, and even to a specific technician or set of technicians. It can even be time sensitive.

34 Request Window When a Requestor is submitting a request, they will have the option to select the task to allow WebTMA to automatically create a Work Order.

35 Questions? Please complete the evaluation


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