How to add messages to a request?
The maintenance manager and the requester can insert additional
tracking messages on the request context.
To add a new message, please follow these steps:
- Edit the request;
- Open the "Follow-up" tab;
- Add a new message and insert the content;
- Define the message visibility on the field "Visible to".
- If you select the option "All" (default), the messages
will be visible to everyone related to the request, as maintenance managers,
employees assigned to the work order and the user. If you select this option,
the message is copied from the request to the work order.
- If you select the option "Me and Managers", only the user
and the maintenance managers will see the messages. In this case, the message
is not copied to the work order.
- Save the changes to the request;
The messages are visible to all users with access to the request. After saving the changes, the message cannot be deleted nor changed.
How to create a work order to a request?
Through requests, an organization's employees can request maintenance actions on equipment, tools or locations. These maintenance requests, usually referred to as HelpDesk requests, allow the maintenance teams to respond to different requests by ...
How to configure the request workflow?
The state flow for requests can be changed to be in line with the organization's working method. To create or change the new state configurations, you must access Definitions | Requests | Workflow The state list is presented; To create new states, ...
How to view the state transitions of a request?
A request is created in the initial state and until it is finished, it goes through different states. The requester or the maintenance manager has the chance to view all the states the request went through. For the requester to view the request ...
How to change the state transition dates of a request?
The state transition dates can be changed, for that select the option Work | Work | Request Management The request list is presented Select the request you wish to change the state to On the "Operations" link, select the option "Change State ...
How to classify the state of the request?
When the user changes the request state to a state defined as final is presented in a form to classify the service level on a scale of 1 to 5. The service classification is not mandatory.