Bring in the People

Groups (Path: Admin/Maintenance Request/Groups)

Request Groups denote the classification of Helpdesk team under which the various incoming requests can be categorized. Each group can have a group of craft person in charge of handling the requests pertaining to that group. You can configure these groups in such a way that notifications can be sent to craft person who belong to the group regarding a new request creation.

To add a new group click the Add New Group link on the right hand side corner of the Group List table.

The group Name is where you specify the unique name that is used to identify each group.

To bring supervisors under a group select supervisors from the Available Supervisors list box and click Assign (>>) button. To select multiple supervisors, use Ctrl or Shift key.

If you want to send notifications to the above group of supervisors for new request creation or inform the group if there are requests unpicked, then select the check boxes available just below the technician’s list box. Based on your need you can enable both the check boxes or select any one or none.

You can enter a short description about the group in the Description field. This will help in knowing the kind of requests that will be grouped under this group and hence help in assigning supervisors to this group.

Click the Save button to save the group and return to the list view.

Click the Save and add new button to save the group and add another group.

Define Work Trade (Path: Admin/Maintenance Request/Work Trade)

This is a mandatory configuration before getting your facilities team and your users in. Work trade denotes the classification of Job trades that are available in the organization. Each work trade can have a group of supervisors’ in charge of handling the maintenance requests pertaining to that work trade (for example: Plumber, House Keeping etc.).

To add new work trades click the Add New Work Trade link on the right hand side corner of the Work Trade List table.

• Work Trade Name is where you specify the unique name that is used to identify each work trade

• Provide any relevant information in the Description field pertaining to the work trade

• Click the Save button to save the work trade and return to the list view

• Click the Save and add new button to save the work trade and add another work trade

Steps involved in bringing in the people

There are three types of people to be defined in the system namely Requester(s), Supervisor(s) and Craft Personnel

Requesters: (Path: Admin/Users/Requesters)

You can add, edit, or remove the requesters in the application and also provide them with login permissions to access the self-service portal. You can add requesters and their details either manually, or from Active Directory, or import from a CSV file.

To add a list of requesters from Active Directory

1. Click Import from Active Directory link in the Requester List page. The Import from Active Directory window pops up.

2. Click the From the list of domains that are listed in the Domain Name combo box, select the domain name in which the active directory from which you wish to import is installed. If the other details such as domain controller name, user name, and password have already been entered in the Domain scan page, then that will be populated automatically. Else enter the name of the domain controller in the Domain Controller Name field

3. Provide the domain level login name and password in the Login Name and Password field

4. Click Click Import Now! The import wizard displays the various Organizational Units (OUs) available in that domain. Choose the specific OU from which you wish to import users by selecting the check box beside it

5. Click Start Importing. Once the import is complete, the data on how many records were added, how many overwritten, and how many failed to import

6. Click Close Window

To add a list of requesters from a CSV file, click Import from CSV link at the top of the Requester List table. The Import Wizard opens in a pop-up window. Follow the instructions of the wizard to import the requester details from the CSV file

To add new requesters manually click the Add New Requester link on the right hand side corner of the Requester List table and enter the following:

Click the Save button to save the requester and return to the list view. Click the Save and add new button to save the requester and add another requester.

NOTE: The Maintenance help desk team will comprise of the maintenance supervisor and crafts person who will be handling the requests posted / raised by various employees (requesters) in the organization.

Supervisors:

• Change as Supervisor (Path: Admin/Users/Requesters)

  You can change a requester to supervisor directly with just click of a link. To change a requester to supervisor

  1. Click the name of the requester from the Request List view.

  2. Click the link Change Requester Name as Supervisor in the top right corner of the Edit Requester form. The requester is changed as supervisor and the edit supervisor form is opened

  3. If you wish to assign a different role to the supervisor or change any of the other details, you can do so

  4. Enter the Cost per hour value for the supervisor

  5. Click Save. If you do not wish to change the requester to supervisor, click Cancel instead of save

• To add new supervisors manually click the Add New Requester link on the right hand side corner of the Requester List table and enter the following:

  (Path: Admin/Users/Supervisors)

Craft Personnel: (Path: Admin/Users/Craft Personnel)

• You can add, edit, or remove the crafts person in the application and also provide them with various other details. To add a new craft person click the Add New Craft Person link available and enter the following:

  Craft Person Name:
  Enter the name of the crafts person.

  Employee ID:
  Enter the employee ID of the crafts person.

  Address:
  Enter the address of the crafts person.

  E-Mail:
  Enter the e-mail ID of the crafts person.

  Phone Number:
  Enter the phone number of the crafts person.

  Mobile:
  Enter the mobile number of the crafts person.

  SMS Mail ID:
  Enter the SMS mail id of the supervisor.

  Work Trade Name:
  Select the work trade to which the crafts person belongs to from the drop down combo box.

  Supervisor:
  Select the supervisor to which the crafts person belongs to from the drop down combo box.

  Cost per hour:
  Enter the cost per hour for the supervisor.

  
  

The given values to be entered are only mandatory to show the system running quickly. You can add more data than given even at a later stage.