Using the Search & Manage task, you can search for any service request, work request, or work order for any SLA for which you are the owner. You can search by multiple parameters, such as Work Request or Work Order Codes, Service Request ID, Status, Requestor, Problem Type, or Site. Service Desk Managers. You can use the Search & Manage task if you are logged on to the Building Operations Console as the Supervisor. This provides an alternative to processing work requests from the Building Operations Console.
You may also wish to search for escalated service requests, either those escalated for response or those escalated for completion.
Once you locate an item you can:
To search for service requests, work requests, or work orders:
The Search tab appears.
The Results tab shows the service requests, work orders, and work requests that meet the search criteria entered.
Note: The requests highlighted in orange are escalated for a response; those highlighted in red are escalated for completion.
The Details tab appears, listing details for the service request, any corresponding work requests, and details for any optional workflow steps that are currently open.
Forward the request to another service provider, by clicking Forward.
Note: If the record is a service request, the service provider can be a vendor or an employee; if the record is a work request, the service provider can be a supervisor or a work team.
Complete any open workflow steps by clicking Select next to a workflow step under the Open Work Flow Steps section.
See the steps that have occurred for the request by clicking Show Step History. A pop-up window shows details for the workflow steps, such as date and time created, and the date and time of the response.
Note: Suppose a set of work requests have different supervisors or work teams but are grouped on the same work order. If you use the Search & Manage task to forward the parent service request to an alternate service provider, then all work requests will be forwarded to the same alternate.