TRIRIGA applications are unique in their ability to create, define, and manage data, relationships, and processes based on the type of object, which TRIRIGA refers to as Business Objects. Each business object can have one or more Forms. A form defines how the data is presented to users.
TRIRIGA applications are delivered with a defined set of business objects and forms based on industry best practices. Forms contain Records that have Tabs, Sections, and Fields to capture the relevant information and Actions that move a record through its life cycle and trigger business processes.
Note – Based on your role in the company and your security and license access, you may have access to all or a subset of the various forms in the TRIRIGA product.The Request business objects are classified into Facilities Requests, IT & Phones Requests, Space Requests, Human Resources Requests, Contract Requests, Store Requests, Product and Services Requests, and Reservations Requests.
Similarly, this chapter includes the following discussions.
Common Elements of the Service Request
Creating Facilities Requests
Creating IT & Phones Requests
Creating Store Requests
Creating Product and Services Requests
Common Elements of the Service Request
Creating Reservations Requests
Review the common elements (for example, tabs, sections, fields, actions) of an online service request below.
Note – Do not be alarmed if you do not see all of these tabs, sections, fields, and actions in a particular form. Although these elements can appear in most forms, your System Administrator may opt to turn them off, or hide them from specific user roles, via security. Several tabs are used for Application Administration purposes.Request Form
Before the request is saved, the Request is for option gives you two choices: Me and Someone Else.
If Someone Else is selected, two sections appear: Requested For and Requested By. Select the new name for Requested For.
For either option, when the form is saved as a Draft, the General section appears at the top of the form, including the Request ID and Status fields.
Form Tabs
Depending upon your specific request, the saved Draft may display one or more tabs (for example, General tab, Move Details tab) at the top of the form.
Note – For more information about the common form tabs available, see the IBM TRIRIGA 10 Getting Started User Guide.Review the common elements of the saved request form below.
General Section
Request ID The system automatically generates this number at the time of creating the record.
Status The system displays the status of the service request record being created. The different statuses of the record are explained below.
Draft - Indicates that the service request record is yet to be created. The system generates the status when the user clicks the Create Draft action.
Review In Progress – Indicates that the record is sent for approval and it is yet to be reviewed by all of the members in the
distribution list. The system generates this status upon clicking the Submit action.
Revision in Progress - Indicates that the record is being modified or edited for further changes. The system generates this status when you click the Revise action.
Issued – The system automatically changes the record status from Review In Progress to Issued when all of the members in the distribution list approve the record.
Completed/Routing In Progress – When the work task that is associated with the service is complete, the workflow checks for the selection of the Response Required check box.
o If the check box is selected, then the system displays the Routing In Progress status and the record is sent to the requestor to gather any comments regarding the request.
o If the check box is not selected, then the system automatically changes the record status to Completed indicating that the work task regarding the requested service is completed and the request is closed.
General Section
Note – The Completed and Routing In Progress statuses are displayed only when the corresponding workflow is fired and it cannot be triggered manually. Retired – Indicates that the record is removed temporarily from the active management list. The system generates this status when you click the Retire action.
History - When the service request record is revised, for each revision, a copy of the record gets saved in the History state.
Note – The system retrieves and displays all of the revisions of the record in the My Request History page.Request is for Select the person for whom the service request is raised.
Me - Select this option if you are the person who is raising the service request.
Someone Else – Select this option if the person who is reporting the issue is different from the person for whom the request is placed.
Note – If Someone Else is selected, two sections appear:Requested For and Requested By.
Requested For Section
Note – This section appears when Someone Else is selected for Request is for.If the person who is reporting the issue is different from the person for whom the request is placed, then you use this section to specify the person for whom the request is raised.
Use the Search icon to select the person for whom the service request is raised. In the search list, the system displays a list of records that are retrieved from the associated business object in the People page. Select the respective record and click OK.
The system displays the information such as work phone, work fax, mobile, email, current organization, primary location, and functional role details of the person.
Requested By Section
Note – This section appears when Someone Else is selected for Request is for.The system retrieves and displays all of the information regarding the requestor who has raised the request. The information includes the requestor name, work phone, and email ID.
Request Details Section
Note – For some services, the Request Details section may be slightly modified:
Key Request – This section includes other fields (see page 25).
Move Request – This section is labeled the Move Details section and includes other fields (see page 29).
Return Space – This section includes other fields (see page 31).
New Hire – This section includes other fields (see page 32).
Terminate Person – This section includes other fields (see page 33).
Update Personnel Information – This section includes other fields (see page 34).
Products – This section includes other fields (see page 39).
Emergency, immediate
service required Select this check box if any of the following applies:
If the service request must be performed immediately by the concerned department (that is responsible for maintaining the equipment, building/structure or space).
If the service request must be performed immediately by the manager (who is responsible for space allocation or personnel records).
If the requested product must be delivered immediately by the inventory department.
Building, Floor, Room
Use the Search icon to select the location that is associated with the equipment, building/structure, space, or personnel for which the request is created. In the search list, the system displays the available records that are retrieved from the associated business object in the Location page.
By default, the system displays the location of the person (for whom the request is raised) as entered in the Requested For Lookup field.
Organization
Use the Search icon to select the organization that is associated with the equipment, building/structure, space, or personnel for which the request is created. In the search list, the system displays the available records that are retrieved from the associated business object in the Organization page.
By default, the system displays the organization of the person (for whom the request is raised) as entered in the Requested For Lookup field.
Service Request Section
You can classify service requests into different types (for example, General Repair, Interiors, Exteriors, Painting, Cleaning, Repair Furniture, Pest Control, Clogs, Leaks, Room Too Hot, Room Too Warm, Cleaning, Trash, Security Access, Network Access, and so on). Each of these requests is defined in the Classification page.
Select a specific Request Class record. The system displays a list of records that are defined for the corresponding service request business object (for example, Electrical & Lighting, Building Exteriors, Building Interiors, and so on) in the Classification page.
Describe Your Request Section
Provide a brief note or additional comments about the service request for which the record is being created.
Other Locations Section
Note – For some services, the Locations section may be relabeled:
Return Space - This section is labeled the Location to be Relinquished section (see page 31).
Terminate Person – This section is labeled the Unassign Locations section (see page 33).
In this section, you can add other locations associated with the equipment, building/structure, space, or personnel for which the service request is created.
Use the Find option to select the appropriate Location records. In the search list, the system
displays the available records that are retrieved from the associated business object in the Locations page. Select the respective records and click OK. The selected records are displayed as line items.
To delete a record from this list, select the check box beside the record and click Remove.
Assets Section
Note – For the Terminate Person service request, this section is labeled the Unassign Assets section (see page 33).In this section, you can add the assets (for example, wires, paint brushes, scrubbers, switches, sockets, ceiling lights, pipe lines, air conditioners, mopping sticks, brushes, fire extinguishers, chairs, tables, printer, toner, and so on) associated with the equipment, building/structure, space, or personnel for which the service request is created.
Use the Find option to select the appropriate Asset records. In the search list, the system displays a list of available records retrieved from the associated business object in the Assets page. Select the respective records and click OK. The selected records are displayed as line items.
To delete a record from this list, select the check box beside the record and click Remove.
Review the common actions of an online service request.
Form Actions
The following table lists the common actions available and a description of each.
Action Name Description
Create Draft Click the Create Draft action to record all specifications regarding the Service Request record. The system creates the record in the Draft status and additional actions appear. The additional actions include Save, Save
& Close, Submit, Copy, and X (Cancel).
Save Click the Save action to save the changes made.
Save & Close Click the Save & Close action to save the changes and close the active window.
X Click the X (Cancel) action to close the active window without saving the changes.
Copy Click the Copy action to create another copy of the same Service Request record. The new copy is created in the Draft state and displayed in the My Request History page. You can modify the details, if required.
Submit Click the Submit action to add the record to the active management list.
The status of the record changes from Draft to Active. The system displays a different set of actions. The actions include Revise, Retire, Copy, and X (Cancel).
Note – For more information about the common and additional form actions available, see the IBM TRIRIGA 10 Getting Started User Guide.Creating Facilities Requests
Using the Facilities option, you can raise a request for repairing assets such as compressors, bulbs, fans, and air conditioners that are used in the organization.
The Facilities requests are categorized into the following categories:
Electrical & Lighting
Equipment Service
Exterior Services
Fixture & Furniture
General Repairs
House Keeping
Interior Services
Key Request
Plumbing & Leaks
Security
Temperature
To Create a Facilities Request
Step 1 From your Home or Request Central portal, go to the Request Central portal section.
Select the Expand icon for Facilities. The category expands to show the options available for Facilities.
Step 2 Click the specific Facilities request. The selected Request form opens.
Electrical & Lighting Service Request
Using the Electrical & Lighting service, the requestor can raise a request for repairing the faulty
lighting and electrical equipment. Upon receiving this request, the concerned maintenance department allocates this task to the corresponding technician for rectifying the problem that is reported.
To create an online Electrical & Lighting service request, click the Electrical & Lighting option. The system displays the Electrical & Lighting form, wherein you can enter all of the details regarding the required service.
Equipment Service Request
The Equipment Service request may include such things as fixing electrical or mechanical equipment.
You can use this online requisition form to enter all of the details regarding the Equipment Service.
Upon receiving this request, the concerned person (to whom this Equipment Service request is assigned) completes the requested task and closes this request.
To create an online Equipment Service request, click the Equipment Service option. The system displays the Equipment Request form, wherein you can enter all of the details regarding the required service.
Exterior Services Request
Using the Exterior Services request, you can place request for services such as fixing wall cracks, sidewalk repairs, litter removal, landscaping, and gardening. You can use the Exterior Services
requisition form to enter the information regarding the required service, in order to initiate an exterior service.
To create an online Exterior Services request, click the Exterior Services option. The system displays the Exterior Services form, wherein you can enter all of the details regarding the required service.
Fixture & Furniture Service Request
The Fixture & Furniture service request may include such things as display cases, desks, and bookcases.
You can use this online requisition form to enter all of the details regarding the Fixture & Furniture service. Upon receiving this request, the concerned person (to whom this Fixture & Furniture request is assigned) completes the requested task and closes this request.
To create an online Fixture & Furniture service request, click the Fixture & Furniture option. The system displays the Fixture & Furniture form, wherein you can enter all of the details regarding the required service.
General Repairs Service Request
General Repairs include fixing any workplace device, fixture, or installation. Using this service option, you can raise a request for general repair services such as wall repair, carpet changing, company vehicle maintenance, and other services regarding building or structure maintenance.
To create an online General Repairs service request, click the General Repairs option. The system displays the General Repairs form, wherein you can enter all of the details regarding the required service.
House Keeping Service Request
The House Keeping service request may include such things as general cleaning, mopping, carpet cleaning, and maintaining the interior building/structure items. You can use this online requisition form to enter all of the details regarding the house keeping service. Upon receiving this request, the concerned person (to whom this House Keeping request is assigned) completes the requested task and closes this request.
To create an online House Keeping service request, click the House Keeping option. The system displays the House Keeping form, wherein you can enter all of the details regarding the required service.
Interior Services Request
Using the Interior Services option, you can request maintenance or other services for building/structure interiors, such as lobbies, corridors and rooms.
To create an online Interior Services service request, click the Interior Services option. The system displays the Interior Services form, wherein you can enter all of the details regarding the required service.
Key Request
Using this Key Request option, you can request a key for any room, cabinet, or piece of equipment to which you are entitled to access. You can use this online requisition form to enter all of the
specifications regarding the key request.
To create an online Key Request, click the Key Request option. The system displays the Key Request form, wherein you can enter all of the details regarding the required service. You can enter any related details in the Asset Items tab.
General Tab
Request Details Section Due Date
Use the Calendar icon to select the date before which the department responsible for issuing the keys should provide the requested keys to the requestor.
Requested Locations Section
In this section, you can specify the location for which the Key Request is raised. For example, if a key is required for a room or cabinet on the second floor of the building, use the Add action in the Section bar to add the specified second floor Location record in this section.
Upon clicking Add action, the system displays the records that are retrieved from the associated business object in the Location hierarchy. Select the respective records and click OK.
Upon selecting the location record, the system generates a Key Location record and displays it in a line item format. Click the hyperlinked text to view the key Location record in a new window.
To delete a record from this list, select the check box beside the record and click Remove.
Keyrings Section
If you require a bunch of keys belonging to a specific location, then you can raise a Keyring request.
Keyring is the grouping of keys based on certain attributes such as location, department, agency.
In the section, you can request for a specific keyring associated with the requested location. Use the Find action to select the Keyring record. In the window, the system displays the available records that are retrieved from the Key Ring business object (associated with the selected location) in the Assets page. Select the respective records and click OK. The selected record will be are displayed as line items in this section.
To delete a record from this list, select the check box beside the record and click Remove.
Order Item Section
Using this section, you can provide a detailed specification about the type of key (that you are requesting for). Based on this specification, the key manager (to whom this task would be allocated) checks the available Key records and if any key matches the specification (mentioned here), then the same will be issued to the requestor.
Use the Add Assets action to add the specification details of the key for which the Key Request is being created. In the window, the system displays the available records that are retrieved from the Key business object in the Assets page. Select the respective records and click OK. The selected record will be displayed as line items in this section.
To delete a record from this section, select the check box beside the line item and click Remove.
Asset Items Tab
In this section, the system displays the list of keys that are associated with the selected Key
Specification record (as defined in the Order Items section). The information includes the name of the asset (that is, key), key cut type and key specification details. All this information is retrieved from the Key business object in the Assets page.
Specification record (as defined in the Order Items section). The information includes the name of the asset (that is, key), key cut type and key specification details. All this information is retrieved from the Key business object in the Assets page.