1. The online helpdesk can be used for logging to types of request:
“Work orders” – non-urgent incidents and problems that do not require a cost code
“Special Requests” – more complex, form based service requests for badges, extra catering, vending, room reservations & setup, waiter service, additional cleaning, etc.
Most “Special Requests” require a Cost and GL code for billing (except vending and compliments/suggestions).
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2. Adding a work order
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3. Using Helpdesk Online – Log a work order Page 1 of 3
Homepage
If you are on the “Find Work Order” page then click on ‘ADD WORK ORDER’ icon to get to the page
To find a location, start to type part of the building name or floor number
The portal lands on the ‘add a work order’ page as it loads
Select the relevant location from the drop down list
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Enter your details in the ‘Your details’ section
Select a service by clicking on the relevant icon. Do not use “Request Forms”
Select the type of service from the ‘Type of Service’ drop down list
If you are the contact for this work order, tick the ‘I’m also the contact for this incident’ tick box. If not, enter the relevant details in the ‘Contact for incident’ section
Select the category of the case from the ‘Category of case’ drop down list
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Confirm your choice of category
To complete the work order press the ‘ADD WORK ORDER’ button
Confirmed Category appears. If you want to change the category, click the pencil symbol
Type a description of incident in the ‘Incident Description’ field
Note – the “Customer ref” field is optional
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6. Creating a Special Request
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7. Using Helpdesk Online – Log a work order Page 1 of 3
Homepage
Click on ‘Special Request’ icon to get to the page.
Select the country, then the service you require.
The portal lands on the ‘add a work order’ page as it loads.
Select the relevant location from the drop down list
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8. Using Helpdesk Online – Log a work order Page 1 of 3
Complete the form and click “add service request”, or click “back” to return to the menu.
Note when using the date or time pickers they can be manually overwritten with an exact value if required
Mandatory fields will be notified
Select the relevant location from the drop down list
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9. Searching Requests
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Homepage
To find an existing work order, click on ‘FIND WORK ORDER’ button
Select the relevant service by clicking on ‘Category’ icon
(hover over the icon for a description)
The portal lands on the ‘add a work order’ page as it loads
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Selected work orders will display in results section. To view further details of the work order click on ‘Details’ on the relevant work order
To find a location, start to type part of the address or the post code
Select the relevant location from the drop down list
Or to find by work order number, type in the relevant number in the ‘Work order’ drop down and then select
Details of the work order will display
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