Adding a New Service Request

Overview:

This function allows you to add new service requests manually into the HelpSTAR System via the new request form (shown below).

1. Ribbon Toolbar

Automatic Email Update

• To: Select the recipients of the email update.

• Content: Specify whether to send the request history or the current memo of the request.

For more information please see Automatic Email Updates.

Communication

• Quick Message: Post a message from this request to a specified party.

• Reminder: Schedule an automatic reminder for yourself, or other support reps.

Recurrence

•   Recurrence: Set a specified date/time or interval for this request to be created.  Recurrence can be used for scheduled tasks or events that occur on a regular basis. 

Properties

• User Properties: View user properties (i.e. User name, organizational unit, phone number, etc.).

• Organizational Unit Properties: View Organizational Unit properties (i.e. Organizational Unit name, number of service requests from this organizational unit, and a listing of users in the organizational unit).

• Company Properties: View Company properties (i.e. Company name, telephone numbers, address and users associated with that company).

History

• User History: View a history of requests submitted by the selected user during the date range that you specify.

• Organizational Unit History: View a history of requests submitted by the selected organizational unit during the date range that you specify when clicking this button.

• Company History: View a history of requests submitted by the selected company during the date range that you specify when clicking this button.

Search

• Suggested Solutions: Suggested Solutions are Best Solutions that are suggested to requesters by support reps. When opening or updating a request a rep can click on the "Suggest Solution" button to see what Best Solutions, if any, may resolve the user’s problem. HelpSTAR will display a list of all solutions that have the same Category as the request. If the request has been given a title then the list will be filtered to show only those solutions having titles which include any of the principal words in the service request title.

2. General Information:

• Request Type: Select the type of request you would like to add.  By default, the request type will be ’Generic Service Request’.   It is possible for you to create different request types (i.e. New Employee, Change Management, etc.) via User Defined Fields.

• Requester: Enter the name of the user who is requesting service.

• Category: Classify your service request according to Category for reporting/analysis.

• Title: Enter a short description of the request.  It should be concise to facilitate title searches.

3. Importance:

• User Urgency: Request urgency as reported by requester.

• Internal Priority: Requests priority as determined by the dispatcher.

4. Scheduling:

• Begin Work: Set a start date for working on this request (optional).

• Due By: Set a deadline for completion of this request (optional).

5. Current Location:

• Current Location: The current location of your request - see ’Move To’ field (below) for an explanation of the options.

• Move To: Move this request to the appropriate destination.  A request can be moved to any of the following:

• Dispatch: Forward the request for review so that it can be assigned the appropriate priority and forwarding/scheduling options.

• My Service: Forward the request to be "In Service" with yourself. Only support reps have this option.

• Queue Folder:  Forward request to a shared queue folder.

• Another Rep’s Service:  Forward a request directly to a support rep, thus putting it "In Service" with the rep.

• Close:  Once work on a request is completed, the request should be closed.

6. Asset/Discovered Item:

• Asset/Discovered Item: Select asset or discovered item that is associated with the request (optional).  This will enable support reps to view request histories of particular assets, and the help desk can run reports to identify the most troublesome assets in terms of cost, repair time, etc.

7. Memo:

• Time Worked: Actual elapsed time request is worked on.

• Time Code: Support reps may select different time codes for billing clients.  Time codes can be associated with cost and are set in User Privileges.

• Private Memo: If support reps do not want an update to be visible to the end user, they may check this option.

• Memo: A full description of the problem. Enter information relevant to the request.  This will assist support reps in viewing the history of a request.

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See Also:

Adding a New Project

Adding a New Purchase Request

How HelpSTAR Works

Dispatch

Role Based Access Control

In Service