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Getting started

1. Introduction

Thank you for choosing Requuest, the path for operating worry-free IT services. This guide will help you implement Requuest in your organization and gain better control over your IT assets.

This guide will demonstrate how easy it is to get up and running with Requuest. Because Requuest is an on-demand service, there are no servers to provision, no software to maintain, and no databases to administrate. Additionally, with Requuest, you will not need to worry about running more software or backing up your data.

Getting Help

If you need help, we are at your service. You can search our online knowledge base , which includes answers to the most commonly asked questions, and is updated daily by our technical support team. Or, you can contact our support team by emailing support@requuest.com, or submitting an online support ticket. We will get back to you quickly to help with all your queries and questions.

Throughout the guide, you will find the following icons providing additional insight, such as:

An important piece of information

A warning

A suggestion that could be useful, if applicable to your model.

 

2. Start Requuest Application

The application starts from a browser. An internet connection is required to access the Requuest login page from the recommended browser:

 

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3. Structure the system

3.1 Create Resources

From the menu Management / Resource : System allows you to create, modify or render inactive resources.

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ID

DESCRIPTION

1.

Quick search of a resource using the search field located in the upper left corner of the grid.

2.

This grid is standard and contains the fields associated with the systems resources, also visible in the information section window.

3.

This button allows you to convert the resource as a client

4.

Contains all the information to enable the creation of a resource and his access to the application.

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This button allows you to reset the user’s password.

 

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3.2 Create Clients

From the menu Service Desk / Clients : This menu is used for the management of clients. Here you will find all the clients (including resources, see Resources section) that have been created as well as add or modify clients’ attributes. As for the resources, you need to go to Management > Resources in order to change the user code, the role or the associated custom catalog.

You can easily convert a client into a resource using the button showing that name.

 

Customers can also easily be imported with a .CSV file.

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From the rapid ticket creation bar

From the ticket

3.2.1 Imports

This menu allows you to import files in order to populate Clients and CIs.

Importing (clients or Cis) allows you to include custom fields according to their configuration order.

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3.3 Create Custom Fields

A custom field allows you to add information to a request. You can create or deactivate a field.

The Client, Resource and CI types are autocomplete based on the item of the same name in the application.

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Once customs fields are created, they can be added to any request, client form or as an attribute to a CI category.

3.4 Set Email Addresses

From the menu Interaction / Messaging : The system allows configuration of different incoming and outgoing email addresses.

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You can add as many accounts as necessary and attaching them to request models.

For example:

  • Any email that arrives from support@entreprise.com  will use the default application template: Support Request
  • Any email that arrives from info@entreprise.com use the default application template: Enquiry Request

When receiving emails, tickets will be filled with the following information:

  • The summary is the subject on the received email
  • The description is filled in with the content of the received email (all the text of the email content is found in the description of the ticket)
  • All attachments are added to the email ticket

4. Define a Service Catalog

This menu allows you to manage Service Catalog, Categories, Services, Requests, and also to define Task Management Templates.

1.     Identify requests by verbalizing them based on what users are accustomed to ask

        i.      Consolidate service requests:

   

A service is not just a sub-category or department in your company; it should be a service that you offer to your customers to provide value by facilitating the results.

 

2.     The first level of catalog management is the definition of categories. A service catalog can be divided into several categories, according to the requests to manage. You can have as many categories as you wish.

After these first 3 steps, you will have a working catalog. The following steps are used to document requests.

          i.      Identify custom fields and associate them to requests.

          ii.     Identify tasks and associate them to requests.

4.1 Steps for Creating your Catalog in Requuest

Requuest catalog is divided into three levels: categories, services and requests.

You must begin by analyzing the services you offer to your customers (internal and external) determine which services and requests they can submit through the Requuest application, then, group services into different categories.

1.      SERVICE CATALOGS / CATEGORIES: Create your categories

2.      SERVICE CATALOGS / SERVICE: Create your services

For further steps, please make sure to have identified forms of each request. Custom fields that will appear, the data lists and tasks included in each request.

 

3.      MANAGEMENT / LISTS: Create your lists

4.      MANAGEMENT / LIST ITEMS: Populate your lists

5.      MANAGEMENT / CUSTOM FIELDS: Create your custom fields (additional information)

6.      SERVICE CATALOG / TASK TEMPLATES: Create your tasks

7.      SERVICE CATALOG / REQUESTS: Create your requests with all the appropriate information to appear on the form and associate it to a service.

Finally, the only remaining step is to configure your catalog and associating it to a client.

It is not necessary for your catalog to be complete to begin using it. You can identify a few priority requests and add others over time.

 

Here is an example of an IT service catalog:

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4.2 Requests

It is essential to fill out a request for each of your customers’ needs. You can then customize them to the company's business needs.

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By clicking the select button, you can choose from the icon library that can be associated with the type of request created.

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The form template allows the creation of a request in English and French simultaneously, allowing the user to see the ticket in his language without the administrator having to duplicate the ticket.

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It is possible to assign a type of request to a particular resource if he is specialized for this kind of query. 

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Each request also contains a priority matrix which, when activated, takes precedence over general matrix application. Thus we can have, for example, a P2 priority IMPORTANT impact and an AVERAGE on emergency service requests.

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The association tasks directly in the ticket allow you to predefine what tasks must be associated automatically for this type of request. New tasks can also be added manually on the ticket by the resource.  An interaction can also create new tasks.

Section names are customizable so that the number of columns allows flexibility in the form.

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To be able to combine fields to the form, you must first create custom fields in the application.

After selecting a field, you have access to the parameters:

  • Read only
  • Required
  • Requird if another field of the form has a value (you must select another form field)
  • Field number

Customer related field (for synchronizing customer fields associated with the ticket)

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You can also create private or public sections to add in the custom fields of the system, allowing for a section to be accessible to clients and fields to specific resources. By clicking the Browse button, you can choose from the library of logos and associate it with the type of demand created.

 

4.3 Portal

The Portal represents the application windows that are accessible to clients. It includes a ticket grid with custom filters’ menus as well as a ticket wizard tab (main screen client access).

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Here is an overview of the portal view elements.

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ID

DESCRIPTION

1.

Menu : Allows the customer to view contact information and request a change, change its password and change the display language.

2.

Allows you to open a ticket by selecting a category, a service and a request

3.

Statistics on the tickets

4.

Search engine

5.

Client portal grid to visualize the tickes.

 

 

To return to the application where you are the resource, select Application from the menu at the upper left of the screen.

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4.3.1 Display Custom Portal Messages

This menu allows you to manage the messages displayed on the Customer Portal. The message type affects the color on which the message is displayed. One can register systems maintenance, planned downtime or even support business hours.

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It is possible to set a start date and an end date for the message to appear and disappear from the portal automatically. You can also define the company to whom the message will be directed.

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4.4 Holidays

It is possible to identify the holidays so that these dates do not impact your service levels. 

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4.5 Configure Parameters

This menu allows you to configure various application options. You can refer to the table below for details of this section.

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Here is an overview of the application parameters and its description

ID

DESCRIPTION

Working Hours

Hours usually worked by most of your employees for better control and a sound management of service levels.

Service Levels Indicators

Displays catalog items on the portal in alphabetical or sequential order.

Tickets

Automatic assignation to files, identification of email default model to be sent from a ticket as well as the option to automatically start the timer on tickets.

Messaging

Intermail configuration for sending and receiving emails via the application.

Service Catalog

Define how the structured 3 level client portal to be provided, which is visible to clients via the portal, will be displayed.

Portal and Application Grid

Determine which user (client) that will be used if you enable the anonymous mode.

Additional fields used for customer research

Adds fields in the customer record as a research source for a client to associate a ticket

Timer

Sets the duration of a business day.

Import Configuration

Save the import configuration

Support

Use these buttons to delete items in the application. Careful who you give these rights too.

 

5. Operate with Tickets

5.1 Creating a Ticket

1.     Select the origin of the ticket by clicking on the appropriate icon (in person, by phone, by email or other).

2.      Enter the customers’ name in the appropriate field.

Start typing and click on the desired customer when it appears.If you want to see the customers’ active tickets, click on the magnifying glass to the right of the field name.

If the client does not exist, you can add it by clicking the + sign, which will open a new customer file in the Clients Manager for completion.

Customers can be searched by adding an asterisk (*) at the beginning and at the end to produce a content value. For example: *Jane* will produce Jane_Doe and Jane_Smith.

 

3.     Enter the Request Name in the appropriate field.

Continue to fill the fields under all sections of the ticket. Note that the fields may vary depending on the selected request.

5.2 Creating a Quick Ticket

By using the “      ” sign, on the far right hand side of the screen, you can create a new ticket.

You can also use the drop down list (  ), to select a type. 

 

Each ticket number is a unique reference number.