CCS Service Request

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CCS Service Request
Automating HR Service Requests

• Delivering a consolidated approach for service
  request management

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Fragmented Services

• Require a different process for each department
  request
• Take away from employee productivity
• Workflow and communication are often chaotic

Please fix
I need
Employees
Human Resources
Facilities
IT

Service Departments
3
CCS Service Request

• Provides consolidated service request process for
  employees
• Single Service Request for all services
• Automated routing and tracking of request
• Status updates throughout process
• Powerful reporting

Please fix
I need
Employees
CCS ServiceRequest
Human Resources
Facilities
IT

Service Departments
4
Employee Opens Ticket from Outlook
Employee hits create ticket Button from Outlook
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Employee Submits Ticket
Requester contact information from Active
Directory User Definable category and
types User definable fields Existing form
links in the Details area Approvals if required
for type of request
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Link to existing form
Employee fills it out and it is attached
throughout request tracking, ticket is routed to
HR folder
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Assigning Ticket
Ticket Appears in the HR Folder to be assigned
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Assign Ticket
Ticket can be resolved now or assigned Ticket
can be assigned to 1 or more staff
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Assign from Active Directory
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Notify Assigned Staff
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Ticket moves to Assigned folder
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Assigned Staff works on Ticket
Work Log tracks activities Can track time spent
on ticket Can re-assign if needed Link to
Outlook Calendar to set up meeting if
needed Once completed, employee is notified and
ticket is moved to completed folder
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Assigned ticket (cont.)
Detail Tab gives more tracking detail More
Employee Detail (user definable fields)
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KnowledgeBase access
Access Knowledgebase from within ticket or from
KB folder Search for similar issues Create new
KB articles
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Notify employee task is complete
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Set up your choice of fields
Service Request Category and types User
definable fields and labels for employee request
form Detail fields for work order fulfillment
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Reporting
Report builder allows you to select info to be
pushed out to Excel or other reporting tool
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Link to existing forms
HR Staff can define pre-existing forms to show
up in description area of request ticket Forms
appear based on category and type of
request Link to policies for review Link to
actual form, which can be attached through out
the tracking process
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Thanks for reviewing CCS ServiceRequest
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