Helpdesk Guide

The Flow360 Helpdesk (Reactive maintenance and service requests management)

• Introduction and overview
• Registering a new issue with the New Helpdesk button
• Registering an issue from a room location

  Helpdesk issues can be logged directly from a room location. Here's how

• Registering a new issue with the Helpdesk button

  Adding a new helpdesk issue

• Responding to an issue - simple close and sign-off

  Simple Helpdesk issues do not require a works order. or instruction to be passed to someone else. Here's how to simply sign them off as done.

• Responding to a new helpdesk issue by creating an order

  How to review a newly logged Helpdesk request and send it on as a works instruction (simple route).

• Manually changing the status

  Whenever the status is changed, the person who logged the issue is informed of the change. Manually setting the status to 'in progress' is a quick way to inform others that the issue is being looked at.

• Signing off a Helpdesk order (Helpdesk manager)

  The quick method for a Helpdesk manager to sign off a works order as completed

• Quick print a works order

  How to print a works order

• Warnings and alerts indicators

  How to set up and interpret the warning colour flashes on the Helpdesk issues list

• Reviewing helpdesk issue progress

  Checking the status of helpdesk issues

• Transferring a helpdesk issue to someone else

  Changing the person currently in charge of a helpdesk issue.

• Registering an historical issue

  How to add a backdated or historical issue for the purposes of building a complete historical record

• Adjusting issue dates manually

  How to change the issue raised and closed dates

• Team access to Helpdesk Issues

  How to set up teams for shared access to issues and tasks

• Catering service request

  Example process for logging a new catering request and issuing an order

• Re-opening a closed Helpdesk issue

  How to re-open a closed Helpdesk issue

• Changing issue location/object

  How to change the linked location / object for a logged Helpdesk issue

• Editing issue summary / details