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Delivering a consolidated approach for service request management
Automating HR Service Requests
Require a different process for each department request
Take away from employee productivity
Workflow and communication are often chaotic
I need…Please
fix…
…
Employees
Service Departments
• Provides consolidated service request process for employees
• Single Service Request for all services
• Automated routing and tracking of request
• Status updates throughout process
• Powerful reporting
I need…Please
fix…
…
Employees
Service Departments
Employee hits create ticketButton from Outlook
Employee Opens Ticket from Outlook
Employee Submits Ticket
Requester contact information from Active Directory
User Definable category and types
User definable fields
Existing form links in the Details area
Approvals if required for type of request
Link to existing form
Employee fills it out and it is attached throughout request tracking, ticket is routed to HR folder
Assigning Ticket
Ticket Appears in the HR Folder to be assigned
Assign Ticket
Ticket can be resolved now or assigned
Ticket can be assigned to 1 or more staff
Assign from Active Directory
Notify Assigned Staff
Ticket moves to Assigned folder
Assigned Staff works on Ticket
Work Log tracks activities
Can track time spent on ticket
Can re-assign if needed
Link to Outlook Calendar to set up meeting if needed
Once completed, employee is notified and ticket is moved to completed folder
Assigned ticket (cont.)
Detail Tab gives more tracking detail
More Employee Detail (user definable fields)
KnowledgeBase access
Access Knowledgebase from within ticket or from KB folder
Search for similar issues
Create new KB articles
Notify employee task is complete
Set up your choice of fields
Service Request Category and types
User definable fields and labels for employee request form
Detail fields for work order fulfillment
Reporting
Report builder allows you to select info to be pushed out to Excel or other reporting tool
Link to existing forms
HR Staff can define pre-existing forms to show up in description area of request ticket
Forms appear based on category and type of request
Link to policies for review
Link to actual form, which can be attached through out the tracking process
Wow weNeed it!
We wouldbe more productive
Ask your employees!
Thanks for reviewing CCS ServiceRequest
For more information email: [email protected]