How do I associate assets and work orders to Help Desk work requests?

Help Desk Requests can be used as work requests to report facility and asset-related maintenance issues. The requests can be associated with an asset and ultimately a work order for resolution.

The requests contain information about the nature of the discrepancy, asset (if known), and a description of the problem. Work Requests are sorted and then assigned for resolution using maintenance work orders.

Create the Enable Work Request Profile Option

Before you enable work requests, you must create the work request profile option.

In Setup and Maintenance go to the following:

Click the Tasks icon.
Click the Search link.
Enter Manage Profile Options in the Search field.
Click the Search icon.
Click the Manage Profile Options link.
On the Manage Profile Options page, in the Search Results region click the Add icon.
On the Create Profile Option page, enter the following:
- Profile Option Code: SVC_NG_ENABLE_MAINTENANCE_HELPDESK
- Profile Display Name: SVC_NG_ENABLE_MAINTENANCE_HELPDESK
- Application: Service
- Module: Service
- Description: Add a description
- Start Date: Add a Start Date
- End Date: Add an End Date if applicable.
Click Save and Close.
Click Save and Close on the Manage Profile Options page.
Click Done.

Setup and Enable the Work Request Profile Option

To enable this functionality you must license and enable the Help Desk offering for Internal Service Requests. Additionally, you must set the profile option you just created to expose Asset and Work Order details in the pages.

Click the Tasks icon.
Click the Search link.
Enter Manage Administrator Profile Values in the Search field.
Click the Search icon.
Click the Manage Profile Options link.
On the Manage Administrator Profile Values page, enter the Profile Option Code: SVC_NG_ENABLE_MAINTENANCE_HELPDESK
Click Search.
In the Profile Values region, set the Profile Value for Site to Y.
Click Save and Close.
Click Done.