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: sales@crowcanyon.com