Archibus SaaS / Foundations / Facility Services / Service Console
Workplace Services / Service Desk / Service Provider / Service Console

Service Console Overview

Once self-service users make requests using Archibus Workplace or using the Create Service Request task, the underlying service level agreement (SLA) determines if the request is auto-approved, or directed to a manager who can further process it. Managers reviewing requests and advancing them through the system use the Service Console to access from one place all types of requests -- auto-approved requests, such as requests for reservations and workspace, as well as requests for maintenance, space, and moves, which may require approval.

Use the Service Console to:

• view all requests assigned to you in one place, no matter the request type and status (requested, approved, closed, cancelled)
• view request details
• advance the status of requests, such as approving, rejecting, or completing a request. You can do this for individual requests, or update requests in bulk.
• edit request details using pop-up forms, such as uploading supporting documents or assigning required labor hours and estimated costs to a maintenance request

For your convenience, the Service Console groups the service requests by status (Requested, Approved, and so on) with a count of each status. Click the triangle-shaped icons to expand and collapse the status groupings.

Navigator Location

The Service Console was originally developed for Archibus Foundations, and appears on the Navigator in the Foundations / Facility Services process.

However, the Service Console is also included in the Workplace Services / Service Desk / Service Provider process because it is useful for processing service requests with a simple workflow, such as those designed to work with Archibus Foundations, or service requests that do not require multiple approvals, such as requests available from the Create Service Request task.

Service providers can manage service requests with:

• the Service Console (for requests with a simple workflow)

• the tasks of the Workplace Services / Service Desk / Service Provider process. See Service Provider Overview.

Note: Foundations Service Desk features are limited to pre-configured request types and SLAs. The Service Desk application offers additional reports, additional request submission options, different views for service providers, and most importantly: the full Service Desk Manager process that allows customizable workflows and SLAs to be defined for a configurable list of request types.

Your site might start with implementing Foundations and having users submit requests through Workplace; you handle these requests with pre-defined SLAs and view them in the Service Console. Later, you can upgrade to the Service Desk application and take advantage of more complex approval and notifications that you define yourself in SLAs.

Help Topics

Overview

Video overview: Manage service requests (2:22)

Working with the Service Console

Open the Service Console

Find Service Requests

Select Service Requests to View and Process

Control the Service Console's Columns and Sort Order

View Service Request Locations on a Floor Plan or Map

Working with Requests

Request Types (Concept)

Reservations (Meeting Space Requests)

Workspace Requests

Maintenance Requests (Work Requests)

• Review Maintenance Requests and Add Details
• Understanding Requests for Maintenance Work

Move Requests

• Manage Moves
• Review and Edit Individual Move Requests
• Review and Edit Group Move Requests (these requests are not made through Workplace)

Reports

In addition to managing requests through the Service Console, you can access request summaries and statistics using these reports:

• Facility Services Reports