Manage requests assigned to you

When you are assigned to work on a request, you will receive an email notification. You can enter notes, labor hours, inventory, and purchase transactions directly on the request. Then, mark the request complete.

Note: For more information on assigned requests in Help Desk, watch this video.

To manage requests assigned to you:

1. Access the desired request by doing one of the following:
   • On the bottom of the email notification, click the link.
   • When logged in to Help Desk, select Requests > My Open Assignments.
2. To see the request details, next to the request you want, click the Request ID number.

   

   Note: Requests are color-coded based on priority. Red is urgent, orange is high, yellow is medium, and green is low.

   The request details page appears.

   

3. When you start work on the request, click the Status button and select In Progress.

   

   An email notification is sent alerting the requestor that work has started on this request.

4. Do any of the following:

   If you want to...	Then...
   Add a note	Under Notes, do any of the following: In the text box, enter the desired note. From the Canned Response drop-down, select the desired response. Select any of the following checkboxes: Send Email: Determines if this note should also be emailed. Internal: Limits the note to users assigned to this request, users who can assign it to others, and any additional users selected when you click Change Recipients. Save as Canned Response: The canned response will get an auto-name that includes the request's purpose and problem type, if applicable. Note: You can edit the name on the Canned Responses page. If you are also changing the status of the request, save the request instead of the note to avoid two emails being sent. Otherwise, if only adding a note to the request, click Save.
   Enter labor hours	Under Cost Information, click Add Labor. The Manage Labor on Request page appears. Do any of the following: To add an additional User, click in the field and select the user. Select the Type from the drop-down. The Date is auto-filled with the current date. To change it, click the calendar icon and select the desired date. Enter the number of labor Hours worked. Select the labor Rate (Normal, Time and a Half, or Double Time) from the drop-down. Select the Purpose, Problem Type, and Budget Code from the drop-down. In the text box, add any notes. Do any of the following: To save and add more labor later, click Save. To add more labor, click Save/Add More Labor. When you are finished adding all labor, click Save/Complete Request. Notes: Labor costs are only visible to users with the View Labor Reports permission. You can add labor for multiple users in one entry. Example: You select two users and enter 2 labor hours. This results in one labor entry for each user of 2 hours, four hours total.
   Enter inventory	Under Cost Information, click Add Inventory. The Inventory pop-up appears. Do any of the following: Select the Space from the drop-down. Select the Inventory Location by: Using the drop-down. Clicking the barcode icon to scan the item. Select the Budget Code from the drop-down. Enter the quantity. Click Save or to continue adding inventory items, click Save/Add Another.
   Enter a purchase	Note: Purchases can include materials, rentals, and contract services. Under Cost Information, click Add Transaction. The New Transaction page appears. Fill out the required fields and any other applicable fields. Do any of the following: To add additional purchases, click Save and Add. When all purchases are added, click Save.
   Upload files	On the Files sub-tab, click Add Files. Select the file(s) you want. Click Open. To delete a file, click .

5. When work is complete, and all notes, files, and labor hours have been tracked, change the status to Complete.

   Note: A request can be Closed (if no work is needed) or Completed (if work is done) at the Pending status if you have the Close Request permission.