Space / Space Inventory (Transactional)
Space / Occupancy (Transactional)

Service Request Workflow for Move Requests and Departmental Space Requests

When you run the following tasks, the system manages your request using service requests:

How the system processes your space request depends upon the Service Level Agreement (SLA) governing the request type. An SLA is defined by a facility manager or service desk manager and determines such factors as whether a request needs to be routed for approval, or if email notifications must be issued.

If your site wants to change the default workflow for individual moves, group moves, or departmental space request, a Service Desk Manager must edit the service level agreement defining these types of requests. The Space Inventory and the Occupancy applications each provide a Service Desk Manager role with tasks for defining service level agreements, such as the Manage Service Level Agreements task.

Note: The Space Manager has access to views such as the Worspace Transaction Console and Assign Room Attributes and Occupancy, which can make room attribute changes and occupancy changes without the need for service requests. When changes like these are made, and if the Data Change Events parameter is turned on, these actions create workspace transactions without generating service requests.

The following sections outline some SLA behaviors that you may want to configure.

Approvals and Notifications

As with defining any SLA, you can set up approvals and notifications as you see fit for your site. For example, you may want to automatically notify a requestor when a move request has been approved, or set up approvals at multiple stages of the move order or departmental space request workflow process. To establish approvals and notifications, you work with the Optional Workflow Steps of the Response Parameters tab of the Manage Service Level Agreements task.

Note: Even when a request has an issue step, the user does not need to explicitly complete the request. The system will auto-complete requests when the request start date reaches the current date regardless of whether or not the work request has been issued. Auto-completing requests is available for requests that have all needed information, that are approved (if there is an approval step), and that are of request type SERVICE DESK – INDIVIDUAL MOVE, SERVICE DESK – GROUP MOVE, and SERVICE DESK – DEPARTMENT SPACE.

Service Providers for Move Requests

When defining a service provider for a move SLA, you can :

Tip: Typically, you will want to choose a consistent workflow so that similar moves are processed the same way. For example, you may want to have all group moves fulfilled by the Moves application and all individual moves fulfilled by the Occupancy application.

The Moves Application

The Archibus Moves application also manages and processes move orders. If you have a license for this application, when you set response parameters for a move order SLA you can specify that the Moves application be the service provider.

picture of SLA response parameters tab

In this case, after a move request is approved, the system transfers it to the Moves application for processing. With this option, you can take advantage of the Move application's features for tracking move costs, experimenting with different move scenarios, managing the voice network and data network aspects of a move, and so on.

Internal Service Provider

If you do not want the Moves application to process the request, complete the Assign to Internal Service Provider option with an internal user. With this option, the workflow occurs entirely within the Space applications.

Typically, you will want this person to have access to the Space Manager features. Move orders will then be directed to this user for approving. The Space Manager's approval is the only required workflow step; you do not need to issue or complete the move order.

Note: If the SLA assigns the move or department space request to an internal service provider, and the department manager submits a request of this type and does not specify the specific move assignments or space to be claimed or released, the service request is routed to a space manager so that the space can be specified. These service requests appears in the Issue/Complete Service Requests tasks, so that the space manager can select the space before issuing the request. See Issuing and Completing Service Requests.

Summary

The following table compares the Service Provider options, as well as generating a move order directly in Moves.

Move requested using Move fulfilled by Workspace Transactions are created Workspace Transactions have a Status of
Occupancy

Moves

when the move is requested

 Requested until the move order closes.
Occupancy Occupancy

when the move is requested

 Approved, after workflow directs the move order to be approved.
Moves Moves when the move order is issued. Requested, until the move order closes.

Note: Move requests that are serviced in Moves cannot check and adjust Workspace Transaction records that may already exist for other move requests on a future date. This situation may occur only if some move requests go through Moves and others do not; and those requests that don't go through Moves are for the same rooms and for future dates.