What's New in Archibus V.2023.01?

Workplace: Support for Service Request Questions (UserVoice Idea)

Archibus V.2023.01 upgrades Workplace to include some of the same functionality that is available when you access service requests in Web Central using the Service Desk / Client / Create Service Request task. These improvements include supporting an expanded set of supported documents, and the ability to access and respond to service request questions from Workplace.

From all forms of Workplace -- Desktop, mobile browser, and the Workplace mobile app -- you can now access and respond to questions that are defined for the service request type.

For example, setting up these questions for the COPY SERVICE request type:

results in Workplace displaying these questions when you choose COPY from the Workplace Service Catalog.

Workplace supports the same question types as Web Central's Service Desk / Client / Create Service Request task: Date, Enumerated, Freeform, Integer, Look Up, and Number. It also supports optional and required questions.

The user's responses are stored as XML in the Questionnaire Results field of the Action Items table (the activity_log.act_quest field) and can be viewed in the Description field of the Service Desk / Client / View Service Requests task.

Limitations

• Only questions configured in Web Central using the Service Desk / Service Desk Manager/ Manage Request Types task appear in Workplace.

• If you are defining a new request type to display in Workplace, first define it with the Service Desk,/ Service Desk Manager / Create Service Catalog task; then use Service Desk / Service Desk Manager/ Manage Request Types task to add the questions.

• This feature applies only to Request Types that use the standard service request process; they do not apply to Move Requests.

• Once you enter your responses, you cannot see them on subsequent Workplace screens.

Details

.Help Topics

• Service Desk: Manage Request Types

• Service Desk: Define Questions for a Request Type

Navigator Tasks

• Workplace Services / Service Desk / Client / Workplace

• Workplace Services / Service Desk / Service Desk Manager / Manage Request Type

• Service Desk / Client / View Service Requests

View Files

• ab-products/essential/workplace

• ab-create-activitytype-tabs.axvw

• ab-helpdesk-request-view-tabs.axvw