The PeopleSoft Service Request Components
Employees and non-employees can create a service request using either the PeopleSoft Employee Self-Service, Service Request wizard component or the Service Request component. Use service requests to log problems concerning a specific asset or a request for service. For example, an employee in an organization can create a service request for something as simple as replacing a light bulb in the employee's office or moving a piece of furniture. An employee can also create a more complex service request, such as requesting that a technician repair the hard drive on a computer. To enter a self-service service request, an individual needs a user ID, but does not need to be an employee.
When a person creates a service request, an agent is typically responsible for reviewing the request and determining the best method of solving the problem. If the agent or a technician can solve the problem with minimal effort, or if the organization does not want to schedule the resources and track the costs of performing the work, the agent or a technician can process the service request and close the service request when the work is complete. However, if the service request problem requires more complex planning, scheduling, and tracking, and needs to capture the costs, then the agent can create a work order to engage the maintenance organization.
A user can create a service request using one of two different methods:
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Service requests
This method of entering a service request consists of a one-page form in which requesters enter the required type of service, how they prefer to be contacted, and optionally, the asset that needs repair. A manager or another individual can create a service request on behalf of the individual who is having the problem.
The required types of service and the descriptive fields for the asset that needs repair depend on how you set up a problem tree. For example, if the problem tree is set up with a service type of Repair a computer and the asset field is set to Serial ID, an employee can create a service request to repair a computer and the system prompts the employee to enter the serial ID of the computer. The requester might also search for the asset by clicking the lookup icon, which displays a list of assets that meet the asset classification (asset type, subtype, manufacturer ID, and model) that are set up on the problem tree. In addition, you can set up each level of a problem tree with a smart tag number code, where each part of the code represents an attribute of an asset. This is used to narrow the list of eligible assets on the service request. A requester can optionally enter other relevant information, including any attachments that would be useful in solving the problem. You can also configure supplemental data fields for a specific service type, such as adding a field to record the odometer reading of an automobile that needs repair to more thoroughly describe the service request.
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Service request wizard
This method of entering a service request is basically the same as the service request that was described previously except that the system guides you through a series of pages with one or two pieces of information in each page, rather than presenting the information in a one-page format. A summary page of the information that you entered is presented as the final page of the service request to ensure that you are ready to submit the request.
A user can review the status of a service request by accessing a My Requests component, which lists any service requests that are created by that individual. The user can access the actual service request, modify the contact information and add notes to the request, or review public notes that were added by an agent or technician.
After a user submits a service request, the service request is sent to the Service Request Inbox component in PeopleSoft Maintenance Management, where the agent, who must be a resource set up in Maintenance Management, can review the service request and request more information from the requester, if necessary.
The agent then performs one of these activities:
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Solves the problem and completes the service request.
The service request is not officially closed until the system automatically notifies the requester that the work is complete and sends instructions for closing the service request. If the requester does not close the service request or notify the agent that a problem still exists, the service request is automatically closed after a configurable number of days.
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Assigns the service request to a technician to solve it.
The agent can assign a service request to a technician, and the service request is reflected in the service request count link that appears on the Technician Workbench. The technician can then link to the service request, dialogue with the user, and indicate when the service request is complete.
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Creates a PeopleSoft Maintenance Management work order because the service request problem requires planning, scheduling, tracking of resources and costs, or the intervention of a maintenance technician to solve the problem.
In this situation, after the agent creates a work order, a planner or scheduler can assign technicians to complete the work order tasks that are related to the service request problem. A technician can request more information from the requester, if necessary. After the work order is complete, the service request status is automatically set to Complete, and the system notifies the requester. If the requester is not satisfied with the work, the agent can create another service request and another work order. The service request is not officially closed until the system notifies the requester that the work is complete and sends instructions for closing the service request. If the requester does not close the service request or notify the agent that a problem still exists, both the service request and the work order are automatically closed after a configurable number of days.
Note:
Even if a work order is open, an agent can manually close the service request that is associated with the work order. Closing the service request has no effect on the work order. Maintenance personnel can still complete the work and close the work order.
As long as a work order still has the status that was set initially when it was created, the agent or technician can cancel the work order directly from the Service Request page. Once the status changes to a non-initial status such as Work in Progress (WIP), the agent cannot cancel the work order from the service request. However, you can request that maintenance personnel cancel the work order. Canceling the work order automatically cancels the service request and notifies the requester.
An agent or technician can also create a service request in PeopleSoft Maintenance Management using the Agent Service Request component. An agent or technician might create this type of service request based on known problems that might affect many employees. For example, an agent might create a request to move the furnishings from one office to another for several employees. The agent can also create a service request for one person using this component.
Details for the implementation of the work order are described later in the Work Order Component section.