eQuest

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eQuest

• Welcome to eQuest Plant Operations Training!
• Presented by Kay Jenkins

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Introduction

• Remedy has serviced CSU for 10 years. After many
  changes, we can no longer keep up with the latest
  revisions and the vendor no longer supports the
  version we use. After extensive research, we
  found software from Numara Corp that best fits
  our needs.

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eQuest Training Session

• eQuest Terminology
• Outline Features and Concepts
• Review Agent Homepage
• Review Customer Homepage
• Review Customer Steps to Submitting a Request
• Review Agent Steps to Working with a Request
• Preview the Plant Operations Project
• QA

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eQuest Terminology

• Agents Service department employees
• Contacts Customer record information (name,
  dept, phone)
• Customers CSU Faculty and Staff (students
  cannot submit requests)
• Global Campus or building issues that affect
  many customers
• Impact How many people are affected? (combines
  with severity to determine priority)
• Knowledgebase A place to look for self help or
  the answers to frequently asked questions
• Project CSU Service Departments CINS, PO,
  Printing Services
• Severity How is my productivity affected?
  (combines with impact to determine priority)
• Status Current state of the request New,
  Pending, Closed

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Key Concepts Features

• Manages and Assigns Service Requests
• Agents Customers
• Agents Employees of the service department who
  are completing the requests.
• Customers CSU Faculty and Staff who can submit,
  edit and close requests.
• 100 Web Based
• Two-way Email Communication
• Sends email notification and allows eQuests to be
  edited by the customer simply by replying to the
  email.
• User Customizable Dashboard
• Customizable by Agents

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Key Concepts Projects

• Submit requests to each service department using
  a customized form.
• Printing Services
• CINS
• Plant Operations

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Key Concepts Service Request Types

• Request
• Issue submitted by a customer.
• Quick Issue
• Templates containing pre-filled information for
  standard types of customer problems and requests.
  Example Password Reset
• Master Issue/Subtask
• Sometimes an issue needs to be broken up into
  subtasks.
• Link Issue
• Association created between issues.
• Global Issues
• Campus or building issues that affect many
  customers

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Agent Home Page (similar to the Remedy Console)

• Separated into 3 Frames
• Top Frame
• Toolbar
• Main Frame Quick Reference
• Project Totals
• Global Issues
• Display Drop Down
• View Requests

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Agent Top Frame

• Name of the Project
• Name of the user currently logged in
• Quick Search Lists all requests that match your
  criteria.

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Agent Toolbar

• Project Home
• Create Request
• Global Request Campus or building issues that
  affect many customers Address Book Contact
  record information including name, dept, phone,
  etc.
• Reports (Advanced Class)
• Flashboards (Advanced Class)
• Knowledge Base Frequently Asked Questions
  (FAQs) or Self Help for customers
• Internal for agents only
• External for customers
• Links to external Web resources
• My Preferences (Advanced Class)
• Calendar Project and Personal (much like
  Cougarnet calendar)
• Link to service requests
• Track project-wide appointments
• Schedule maintenance
• Send reminders
• Help
• Logout

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Agent Project Totals

• Examples
• New
• Assigned
• Work in Progress
• Pending
• Active

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Agent Global Issues

• Campus or building issues that affect many
  customers.
• Examples
• Parking Lot A B Closed through Maymester.
• AC is not working in FOB
• Other planned or unplanned maintenance

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Agent Display Drop Down

• Built in and custom searches
• Default Display can be set in agent
  preferences.
• Shared Saved Searches
• MC Main Campus
• RP RiverPark

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Agent View Requests

• Agent Workspace displays a list of service
  requests in your project.
• Edit, View, Perform Actions

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Customer vs. Agent HomepageWhile you are an
agent in your own project, you are a customer in
other projects.

• Customer Home Page

• Agent Home Page

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Customer Home Page
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Customer Submit a Request

• From Toolbar Click Submit All red fields
  are required.
• Summary Short Description
• Contact Info Verify Update your personal
  information
• Request Information I Need Service
• Description Detailed Description
• Attachment
• SAVE

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Customer I Need Services

• Plant Operation Services
• Carpentry
• Cleaning/Inside Trash
• Electrical
• Elevators
• Event Services
• Grounds Maintenance/Outdoor Trash
• Heating Air
• Lights
• Locks/Keys
• Mail
• Moves
• Pest Control
• Pickup/Deliver
• Plumbing
• Signs
• Vehicles
• Help with something else?
• Printing Services

• CINS Services
• Banner/ISIS
• Consultation
• Cougarnet/Email
• Computer Equipment/Software
• Internet Access
• Lab Reservation
• Login Problem
• Move/Reconnect Computer Equipment
• Network Access
• PeopleSoft
• Price Quotes
• Scantron
• Telephone/Voicemail/FAX
• Training
• Web
• Wireless
• Help with something else
• Question

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Agents Plant Operations

• Login to Cougarnet
• Click on eQuest icon on the Staff Home Page to
  open your project home page (console)
• View
• Project Totals
• Global Request
• Your Assignments
• Open Request
• Click on the quick edit pen and paper icon
• Click anywhere on the service request and select
  edit from the control items at the top of the
  request.

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Agent WIP (Work in Progress)

• General Information
• Change Status to WIP
• Verify Priority
• Change contact
• Clear
• Select contact from address book
• Request Information
• Is this service for someone else? If so, change
  the contact info.
• Assignees Notification
• Assign to self

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Agent General Information Section

• Priority
• Urgent
• High
• Normal
• Project multiple tasks/agents and extended time
  frame

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Agent Change Contact

• Agents can submit for other faculty or staff
• The agent can change the contact information by
  choosing the icon Select Contact
• Agents have the following access buttons across
  the top of the contact tab
• Select Contact
• History
• Clear
• Update Contact If requester changes locations
  or phone , the customer can update their own
  record.

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Agent Information

• Pending Date feature includes a calendar
• Agent Worklog contains confidential/technical
  information the submitter does not need to see.
• Action Taken is a required field for reporting
  purposes.

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Agent Description

• Detailed description of request, problem, or
  issue
• Correspondence between the customer and you
• Service Department may use this field to
• Request additional information
• Give troubleshooting options
• Send a solution.
• Any text entered in the description can be viewed
  by the customer. Use caution when entering
  information!!!

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Agent Customer Email from eQuest

• eQuest Description

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Agent Attachments

• Same as Remedy

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Agent Assignees and Notifications

• Project Team Members
• Assignees
• Send e-mail to

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Agent Time Spent

• Tracking time

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Agent History

• Complete History
• Request History Only
• Email History only

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Agent Close

• General Information
• Change Status to Closed
• Agent Information
• Select Action Taken
• Agent Information/Description
• Fill in Agent Worklog if too technical or
  information is confidential.
• Fill in Description to inform the customer what
  you have done.
• Time Spent
• Key in Time Spent
• SAVE

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Conclusion

• Questions
• Comments