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Delivering a consolidated approach for service request management Automating HR Service Requests.

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Presentation on theme: "Delivering a consolidated approach for service request management Automating HR Service Requests."— Presentation transcript:

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2 Delivering a consolidated approach for service request management Automating HR Service Requests

3 Require a different process for each department request Take away from employee productivity Workflow and communication are often chaotic I need… Please fix… … Employees Service Departments

4 Provides consolidated service request process for employees Single Service Request for all services Automated routing and tracking of request Status updates throughout process Powerful reporting I need… Please fix… … Employees Service Departments

5 Employee hits create ticket Button from Outlook Employee Opens Ticket from Outlook

6 Employee Submits Ticket Requester contact information from Active Directory User Definable category and types User definable fields Existing form links in the Details area Approvals if required for type of request

7 Link to existing form Employee fills it out and it is attached throughout request tracking, ticket is routed to HR folder

8 Assigning Ticket Ticket Appears in the HR Folder to be assigned

9 Assign Ticket Ticket can be resolved now or assigned Ticket can be assigned to 1 or more staff

10 Assign from Active Directory

11 Notify Assigned Staff

12 Ticket moves to Assigned folder

13 Assigned Staff works on Ticket Work Log tracks activities Can track time spent on ticket Can re-assign if needed Link to Outlook Calendar to set up meeting if needed Once completed, employee is notified and ticket is moved to completed folder

14 Assigned ticket (cont.) Detail Tab gives more tracking detail More Employee Detail (user definable fields)

15 KnowledgeBase access Access Knowledgebase from within ticket or from KB folder Search for similar issues Create new KB articles

16 Notify employee task is complete

17 Set up your choice of fields Service Request Category and types User definable fields and labels for employee request form Detail fields for work order fulfillment

18 Reporting Report builder allows you to select info to be pushed out to Excel or other reporting tool

19 Link to existing forms HR Staff can define pre-existing forms to show up in description area of request ticket Forms appear based on category and type of request Link to policies for review Link to actual form, which can be attached through out the tracking process

20 Wow we Need it! We would be more productive Ask your employees! Thanks for reviewing CCS ServiceRequest For more information


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