---
title: "Requests"
canonical: "https://knowledgebase.spacewell.com/space/KB/4357489564/Requests"
format: markdown
---
> Macro (toc)
> ℹ️ This article explains how to use this module as a user, focusing on practical steps and functionalities. For a deeper understanding of the concepts in this module, including why certain options are available, refer to the corresponding article in the [application managers](https://onespacewell.atlassian.net/wiki/spaces/KB/pages/4357489878) section of this knowledge base. To learn how to enable this module, see the related article in the [implementation consultant](https://onespacewell.atlassian.net/wiki/spaces/KB/pages/4357489787) section of this knowledge base.
# 1. What is this module about
The Requests module is designed to facilitate the users to create requests and report issues in the building and areas they are working. For example, if an emergency light is broken or the entrance door is jamming, the user can create a request, and the responsible person or team can handle the issue. Via the request module, the request process can be monitored and evaluated.
> ℹ️ The following chapters describe the use of this module as a [key user](https://onespacewell.atlassian.net/wiki/spaces/KB/pages/4357490495). Whether or not all functionalities mentioned below are available to you as a user, depends on your assigned system groups. Contact your application manager in case you miss functionalities relevant to you.
> ℹ️
> ℹ️ You can always check which system groups are assigned to you via your profile in the top right corner. For more information about this, see: [History, favorites, personal bin and groups](https://onespacewell.atlassian.net/wiki/spaces/KB/pages/4357488998)
# 2. High over process overview
In this chapter, a high-over overview of the process is described. For a detailed description of every step in the process, see the chapter further below: [Process step by step](https://onespacewell.atlassian.net/wiki/spaces/KB/pages/4357489564/Requests#4.1-Process-step-by-step)
The Requests module has several system groups related to it, allowing authorizing users for specific parts of, and tasks within this module. Below an overview of all relevant system groups and their role within the requests workflow. Also other additional system groups without a task in the requests workflows are mentioned.
Users with the system group ‘Create requests' can create a request. From a pre defined list of service types, the user can select the applicable service type. The user can enter all the important information for the servicedesk team to explain the reason for creating the request and what the problem is, that needs to be solved or fixed.
After the request is submitted, the applicable servicedesk team will get the task to assign the request to a member of the servicedesk team as the user responsible for handling the request. Which servicedesk the request is assigned to, is determined by the service type. Once the request is assigned, the servicedesk team members are able to retract the request to assign to a different responsible user or to assign the request to a different servicedesk team.
It is also possible that a request is created multiple times (by different users) for the same building, area, asset and/or service type. Instead of assigning the request to a responsible user, the servicedesk team can mark the request as a duplicate and can select the original/initial request, where it is a duplicate from. Once the initial request is handled, all the duplicate requests will also be automatically handled.
The user responsible for handling the request can register and monitor the progress of the request. If the responsible user needs more information to be able to handle the request, the request can be set the request back to the requestor to provide more information.
The responsible user can handle the request themselves or can forward the request to an internal (e.g. a handyman) or external contractor (supplier). If the corrective work orders module is also activated, the responsible user can also create one or more corrective work orders to forward to contractors and handle the request via these work orders. See the [corrective work orders article](https://onespacewell.atlassian.net/wiki/spaces/KB/pages/4357489570) for more information.
Once the request is handled, the requestor can review the request and confirm, if the request has been handled correctly. The requestor can approve or reject the request. If the requestor does not review the request, the request will automatically close after a pre-defined number of days (how many days depends on the related request module settings for the client).
# 3. Navigation menu & Startboard
For the Requests module, the following navigation menu options become available:
| **Navigation menu option** | **Available to system groups** | **Description** |
| --- | --- | --- |
| Requests | - View requests
- Servicedesk employee
- Manage service type schemes | The option to search for all existing requests. |
| Service type schemes | - Manage service type schemes | The option to manage the service types. |
| Roles | - Manage service type schemes | The option to manage the roles which can be linked to service types and preferred suppliers. |
| Preferred suppliers | - Manage service type schemes | The option to manage preferred suppliers in general. Specific object-related preferred suppliers can be managed within the corresponding object (e.g. a building). |
| Knowledge Base | - Edit Knowledge base
- Service groups (and all sub system groups) | The option to manage knowledge base items. |
| Requests dashboard | - Management dashboards requests | A management dashboard with overviews and graphs related to requests (New vs Handled, SLA response times, etc.) |
For the Requests module, the 'Service desk dashboard' starboard tab becomes available:
This tab is available for the following system groups:
- Servicedesk employee
- Management dashboards requests
This startboard tab has the following buttons:
- Request+ : The option to create a new request, same as on the general startboard tab.
- All open requests: Shows multiple overview of all open requests per status.
- Search requests: Same option as in the navigation menu to search on all requests.
- Select my location(s): The option to select one or multiple locations (buildings). The location specific overviews on the Service desk dashboard, will the only show requests related to the selected locations. If no locations have been selected, requests from all locations are taken into account.
Next to that, this tab has the following includes (most are only visible if they contain data):
- Requests for my team, not yet assigned: This overview shows created tickets assigned to your team (service group) which have not yet been assigned to a team member to handle the request.
- Requests assigned to me: This overview shows requests assigned to me to handle.
- My requests sent to contractors: This overview shows requests forwarded to contractors (only visible if Corrective work orders are not used and requests are directly forwarded to contractors instead of work orders).
# 4. Process in details
This article focuses on the [key users](https://onespacewell.atlassian.net/wiki/spaces/KB/pages/4357490495) of the requests module. More information about creating requests by [end users](https://onespacewell.atlassian.net/wiki/spaces/KB/pages/4357490495), see: [Requests for end users](https://onespacewell.atlassian.net/wiki/spaces/KB/pages/4357489566) or see [Workplace App: Service request](https://onespacewell.atlassian.net/wiki/spaces/KB/pages/4357489587)
## 4.1 Process step by step
### Assign requests
When a request is created, and it is needed to assign someone to handle the request, you will see the request in your task overview on your startBoard. Click on the date to open it.
1. Check the details of the request; change or fill in missing field if needed
2. Change the service group if necessary by using the “Service group” drop down field on the right of the screen.
3. Assign the request to yourself or a colleague using the ‘Assigned to’ field. The page will refresh after selecting a person.
4. The request can now be *handled*.
> ⚠️ Good to know:
> ⚠️ If you **cancel** the request, this cannot be undone (without the intervention of a system administrator)
### How to handle a request
If a request is assigned to you can see it in your task list on your startBoard. Click on the hyperlink to open it.
You have different options for proceeding with the request. Please note that depending on the module settings some buttons might not be available.
- **Handled**
When an issues is handled. You can click ‘Handled’. Filling in a resolution is mandatory.
- **Send to Contractor**
If you can`t solve the request and a contractor is needed, use this this option and change the field “Handling by” to contractor via Email. The request will get the status ‘Contractor’ and will still editable for service desk employees.
- **Need information**
Sent the request back to the requester to ask for more information
- **Retract**
The status of the request will change back to “submitted” and various fields can be filled in again. For example use this if the request is assigned to the wrong service group. Don’t forget to assign the request again!
- **Create work order**
Used when you can`t solve the request yourself and a work order is needed to solve this request. After creating a work order, the status of the request workflow will change to ‘Awaiting work order(s)'. It is possible to create multiple work orders. To create another work order, simply navigate back to the request. After the work order has bene handled, the status of the request will change back to ‘handle’ and you will be able to further handle the request.
### Duplicate requests
It is possible to automatically determine if the request is a duplicate, this can be turn on and off in the module settings for the request module.
If a duplicate request is detected, the request will appear in your task list with text “Duplicate check request.” On opening the request, you need to check if the request is a duplicate or not.
#### About the proces
- After a request is submitted by a user, Asset checks if the request is a potential duplicate.
- If the request is not a potential duplicate, the request proces continues as normal.
- However, if the request is a potential duplicate (e.g. same service type, in the same property, for the same asset) the request gets the status '*Duplicate check'.*
- The service group to whom the request is assigned now has the option to either:
- Select a duplicate request. The status of the request now changes to ‘Duplicate’. The request now needs no further handling. Duplicate requests are automatically closed once the original request is closed. Or;
- Determine that the request is in fact not a duplicate, the request proces continues as normal.
| | |
| --- | --- |
|  |  |
#### Options in the status 'Duplicate check'
- **Choose potential duplicate**
This request is potentially a duplicate of another open request. Select "Select possible duplicate" to get a list of possible duplicates. If you recognize a duplicate, select the request and press the “Set current request as a duplicate of the chosen request.” This request will be marked as a duplicate.
- **Request is not a duplicate**
If this request is not a duplicate, the request can be picked up further via the "request is not a duplicate" function.
#### Duplicate request checks
You can check for duplicates on different levels, the system admin can change the check duplicate settings via: Module settings > request tab.
### Send to contractor (via email)
If the request is sent to a contractor via email for further handling, the service-desk employee can see this request and have a few options to proceed.
- **Handle further**
For example the contractor has indicated that that request is resolved. The status off the request will change to “Handle.” The assigned person can proceed further with the request.
- **Cancel **the request
- Create a work order to solve the request
### Creating a work order
- Created work order are linked to the request and can be found via the ‘Workorder’ tab at the bottom of the page on the request.
- Work orders can be created within a request and are used to plan, executed and monitor the work that comes from the request for contractors.
- Users who are assigned to handle a request can create a work order for that request. By default the creator of the work order will become the person internally responsible for the it.
- Work order that are created will be linked to the request and can be found in the ‘Work orders’ tab upon opening a request.
- The corrective work order manager and the other members of the service desk group responsible for the request are also able to handle the work order.
> ⚠️ If you manually put the request on ‘Handled’, beware that the work orders will not close automatically
For more info about handling work orders, please view the[ Corrective work orders](https://onespacewell.atlassian.net/wiki/spaces/KB/pages/4357489570) article.
### Service types
On requests you will find the field ‘Concerns’ in which the service type is selected. These service types are managed in a service type scheme. The service type scheme is configured during the implementation, but can be altered afterwards.
#### Managing service types
> ⚠️ Only admins and users with the required access have access to this menu option!
You can create or edit service type schemes by navigating in the menu to ‘Service type schemes’ under requests in the menu.
It is possible to have multiple schemes, but typically each environment will have one service type scheme.
- To edit a service type scheme click on the reference (or magnifying glass)
- To create a new one, click on 'All service type schemes' and then press the ‘New’ button
#### Changing an existing service type scheme
Use the following instructions to add a new service types to a scheme.
> ℹ️ - Changing the service type impact the functionality of the request workflow.
> ℹ️ - When you delete a service type, users can no longer select it. For requests that already existing the service type will be empty.
| | |
| --- | --- |
| After opening a service type scheme press the button “Service types”. |  |
| Press the “Search” button |  |
| You can edit/add new service types and new solution groups in this screen.
- Add a new service type by using the “New” button
- Click on a service type to edit a service type.
> ℹ️ Service types can be classified under different parents, it will take over certain settings of the parent, like Service group. |  |
| Here you you can fill in or edit the details of a service type.
If you want to use sub requests, you will need to change the setting to yes and enter the sub requests in the include below.
> ⚠️ You have to assign a “Service group” to service type. |  |
The article about service types is under construction, [https://onespacewell.atlassian.net/wiki/spaces/KB/pages/4357489611](https://onespacewell.atlassian.net/wiki/spaces/KB/pages/4357489611)
### Sub requests
Sub requests are requests that are automatically created after a (main) request is submitted . This functionality can be used when a certain service type has several default actions that need to be executed. Each action will be a separate (sub) request.
For example, there is a request for a cleaning the windows on the twelfth floor (it is a building with multiple floors, 12 floors). There are several (sub) requests needed to complete the request.
1. Hire a window washer basket.
2. Hire a window washer.
3. Clean windows on the outside off the 12th floor.
4. Clean windows on the inside.
The request will be automatically closed if all sub requests are handled.
> ℹ️ Sub requests work exactly the same as ‘normal’ requests, hence no further explanation is given/ needed.
## 4.2 Additional options and related modules
## 4.3 All fields
# 5. Automated emails
For the request module, the following default workflow emails are available:
| **Email content** | **When is it sent** | **Send to** |
| --- | --- | --- |
| An email that a request has been assigned to the service group employee | When a request is assigned to a specific service group employee | The service group employee the request is assigned to |
| An email to the requestor if the request is set as a duplicate request of another request | Once a request is set as a duplicate of another request | The requestor, if the requestor has indicated to ‘keep me posted’ on the request |
| An email requesting to perform the work requested in the request | If requests are sent to contractors (instead of using the corrective work order process for this), this email is sent once a request is forwarded to a contractor (in- or external) | The contractor to which the request is assigned |
| An email asking for more information (the email is a call to go to the request and provide extra information in the request and re-submit the request) | Once the service group employee sets the request to the ‘More information needed’ status (by using the function ‘Need information’) | The requestor, if the requestor has indicated to ‘keep me posted’ on the request |
| An email to notify the requestor that the request has been handled and can be approved or rejected (by opening the request in the application) | Once the request is set to handled | The requestor, if the requestor has indicated to ‘keep me posted’ on the request |
| An email that a request has been rejected by the requestor after it was handled | Once the request gets rejected | The service group employee the request is assigned to |
| A email that the request has been cancelled | Once the request gets cancelled | Both the service group employee the request is assigned to and the requestor, if the requestor has indicated to ‘keep me posted’ on the request |
# 6. Related articles
The following articles are aimed towards application managers and implementation consultants:
For more detailed implementation information (including how to activate the module), which system groups are involved, data imports, see: [Requests module activation and information](https://onespacewell.atlassian.net/wiki/spaces/KB/pages/4357489218)
For more information on the content of this module, including detailed descriptions of some of the core components, see: [Requests module](https://onespacewell.atlassian.net/wiki/spaces/KB/pages/4357490086) in the 'Application Managers' section.