Workplace Services / Service Desk / Service Provider

Review Service History

Select the Review Service History task to obtain a list of all service requests you handled.

You can search for service requests by Request Type, Status, or requests created within a certain data range. Click Select in the row for a request, and the program presents the details of the request on the View tab. The Description panel shows the current Request Status, and the History panel shows a detailed log for the request with request step, request step status , workflow step information.

Instead of reviewing request one by one, you can review an overview with the below reports:

Open Service Requests Report 

This report gives a quantification of all open service requests for the service provider in regard to time escalation and request status.

For all the Open Service Requests a cross-table is shown with the following information:

Escalation	Request Status
Number of Open Service Requests vs. Number Not Escalated Number Escalated for Completion Number Escalated for Response	Number of Open Requests by Basic Request Status for the given Escalation status.

Note: Most SLAs define the time limits for a request in terms of response and completion. Escalation occurs when request handling doesn't meet the specified Time to Completeand/or Time to Respond.

Service Provider Performance Reports

Run the Service Provider Performance Report task for a series of reports that quantify the quality and effectiveness of the service provided for all archived service requests. 

By using the filter panel, you can examine results by site and/or by year.

Evaluation of ...	Parameters
Request Handling	Number of Requests entered vs. Number of Responses on Time Number of Completions on Time Number of Complete within Estimated Cost Number of Completions on Time within Estimated Cost
Cost	Estimated Costs Actual Costs Cost Variance Number of Request Entered vs. Number of Completions within Estimated Cost Number of Completions On Time within Estimated Cost
Client Satisfaction	Number of Client Surveys by Satisfaction Rating