Request Management Solutions

Tim PradoDan Maddux

TMA Systems, LLC

Three Aspects of Requests

• iServiceDesk

• Service Requests

• Auto Attendant

Basics and Benefits of iServiceDesk• Submitting Requests• View Request/Work Order Information• Automatic Email Responses• Customize HTML Pages• iSD Access

iServiceDesk Basics• Approval Process• Material Request• Key Request• Minor Capital Project Request• Reports & Useful Links

Home Page

Submitting Requests

Submitting Requests

Submitting Requests

Submitting Requests

Request/Work Order Information

Email ResponseAutomatic Email Response Actions Submit Request iSD Request Accepted or Rejected Work Order Status Change Close Work Order

Custom HTML Pages

• Retrieve HTML Page (Desktop only)• Modify Page with HTML Editor• Save Page in the HTML Folder

Custom Home Page

• Anonymous Access• Secured Access

– Secured Pages• Home.html• Request.html

– User Access

iSD Access

Approval Process

• Requires Secured Pages

• Approval Routing Options

• Approval Users

Material Request

• Catalog Search• Part Type• Part Code or Part SKU• Part Description• My Cart• Checkout

Key Request

• Requester Information

• Transaction Type

• Request Form

Minor Capital Project Request

• Requester Information• Project Request

– Description– Accounts– Details– Estimated Budget

Reports & Useful Links

• Reports– Record Lists– Phone Numbers• Useful Links

– Facility Links– User Definable Links

Service Requests

Service Request Topics

• Benefits of using Service Request• Who can use a Service Request• How to create a Service Request• Customization of the Service Request Form

Benefits of Using Service Request

• Can be created for Facilities or drilled down to specific Areas

• Allows your Requestors to have access to the locations YOU decide

• Auto-generated link that is easy to distribute

Who can use a Service Request

• Anyone! A Service Request allows for a broad range of end users.

• Create URL’s at the Facility level for Requestors who travel around the entire Facility.

• Create URL’s for specific buildings for Requestors who only need access to a specific building.

Creating a Service Request URL

Creating a Service Request is as simple as: 1

Creating a Service Request URL

Creating a Service Request is as simple as: 2

Creating a Service Request URL

Creating a Service Request is as simple as: 3

Customizing the Service Request

Auto Attendant&

Auto Convert

Auto Convert

Auto Convert allows you to have all requests Automatically Converted into a Work Order. The Work Order MUST be assigned to a Default Priority and Default Task. You have the option of assigning it to a Trade.

Auto Convert can be made Time Sensitive to replace a Dispatcher during Weekends or off hours.

Auto Convert and Auto Attendant

While Auto Convert works very well in some cases to allow for work to be done or assigned automatically, you may not always benefit from this. Especially if you are at a facility that has numerous requestors and it is necessary to relay more specific information to your technicians doing the work.In this case Auto Attendant may be the necessary fit for your organization.

With Auto Convert With Auto Attendant• Simple setup and use• Setup by Repair Center• Schedule during off hours• Assigns to a Trade only• Standard with WebTMA

• More complex and detailed setup

• Set up by Repair Center• Schedules by Task or Task Type• Can assign multiple Trades for

each task• Can assign multiple Technicians

for each Task and/or TradeBest For You?

Auto Attendant

Auto Attendant requires at least one task checked for “Available for Request Forms”

Auto Attendant

Auto Attendant allows you to schedule your task by Repair Center for a requestor to choose from a dropdown.

Once this is set up, you can have this task assigned to a specific trade, or multiple trades, and even to a specific technician or set of technicians.

It can even be time sensitive.

Auto Attendant

Auto Attendant allows you to schedule your task by Repair Center for a requestor to choose from a dropdown.

Once this is set up, you can have this task assigned to a specific trade, or multiple trades, and even to a specific technician or set of technicians.

It can even be time sensitive.

Request Window

When a Requestor is submitting a request, they will have the option to select the task to allow WebTMA to automatically create a Work Order.

Questions?

Please complete the evaluation