Detail of request and its processing

Request detail and working with the request

Once a request has been entered into the system, it can be edited, categorised correctly and its status monitored via a workflow.

Requests are then taken over by dispatchers who pass them on for further resolution.

• Cancel
• Inquire for clarification of the assignment
• Create a follow-up task for a technician

The dispatcher always has access to up-to-date information on the status of his request.

If a request enters a state that contains an envelope symbol, the requestor receives an email notification of the workflow state change (if they have a completed email in the user detail).

Customers or internal requestors can also be involved in the workflow in states where their response is expected - e.g. in the case of a request for information completion.
You can also create a maintenance task from a request using the NEW TASK option. This associated action is then visible in the MAINTENANCE tab (for internal users).

• In the DOCUMENTS tab, you can add attachments to the request.
• In the COMMUNICATIONS tab, e-mail documentation is enabled.
• The REPORTS tab allows the dispatcher to record the time and work devoted to resolving the request.

• Requests can be freely filtered in reports or exported to XLS (manager enabled).

For the operational and planned maintenance procedure click here.