OVSC Quick Reference Occupant s1

QUICK REFERENCE GUIDE

OneView Service Center

Quick Reference for Occupants

OneView Service Center Occupant / Jones Lang LaSalle, Inc.
All Rights Reserved © 2008
1 / February 2009
Version 1.1

About OneView Service Center

OneView Service Center is a web-based tool that allows facility Occupants to view, create, change, cancel, or close/complete service requests.

For an automated training session please click on the following link.

https://delphilil.am.joneslanglasalle.com/resources/delphinews/itgamericas/OVSC_T-Mobile_Occupant\player.html

Access OneView Service Center

· Open Internet Explorer.

· Access your account’s Intranet page and click the OneView Service Center link, or

· Type in the direct URL for your portal.

The Service Center Portal appears.

Log In

Enter the User Name and Password in the Log In area on the left side of the screen.

· Click the Log In button.

To report log in or access problems, call the Call Center at 1 (866) 840-5223.

Home Page

The Home Page displays the current user’s locations and open service requests.

Click the Home tab at the top of the screen, or choose a Location from the drop-down menu at the top left side of the screen, to show current Service Requests.

In the left column, the Local Bulletin area displays announcements for this Location (such as fire drills, schedule power outages, etc.).

The Language drop-down at the bottom of the window will switch the display language, for accounts where this option has been enabled.

My Resources appears once a location or Home button is selected and displays other announcements and links for this client.

My Service Requests on the Home Page.

· Your service requests appear in the top portion of the screen. The Date Opened, Request Number, Status, Description, and Location information is displayed.

· A list of All Service Requests for the selected location appears in the lower part of the screen.

· View more information about any Service Request by clicking on the Request Number.

Creating a Service Request

· Click the New Request button.
Note that you can also choose the Submit button to begin a Service Request.

The Service Request Information form displays.

· Click the check box at top right of the form to keep the request confidential. Confidential requests do not display with other open requests on the Home Page.

· Complete the Service Request form:

· Type a Service Location.

This is where the service is to be performed.

· Select Work Type from the drop-down menu.

The Work Type drop-down menu displays.

· Select Category from the drop-down menu.

The Category drop-down menu displays.

· Select Common Problem from the drop-down menu.

The Common Problem drop-down menu displays.

· Type a detailed Description of the repair needed.

· Ensure a “Is this work request of an Emergency nature?” radio button is selected. If Yes is selected, a dialog box will open with information and a phone number directing you to call-in the request. The No radio button is selected by default.

· Click the Submit Request button once the form is complete.

The Service Request Information page displays.

The Service Request Information page displays the Request number that has been assigned along with the title, work category and description.

· Click the Done button when complete.

The Completed Service Request form displays.

Three options appear in the bottom right corner of the page.

· Click the Cancel the Request button if you no longer require service.

· Click the Add Notes button if additional detail is required concerning the request.

Add Notes displays on the Work Order details page.

· Type the notes.

· Click the Update button when finished.

· Click Print Request for a printout of the Service Request.

Reviewing Your Service Requests

· Log in to OneView Service Center.

Your service requests display at the top of the page.

My Service Requests displays the date the request was opened and the request number that has been assigned to the request. Also listed is the status of the pending request, a detailed description of the request and the service location.

All Service Requests display on the section below.

Searching for a Service Request

You can search using the quick search fields on the Home Page, or by using the Search tab to search on multiple fields.

Do a quick search using the Service Request number:

· Type the Service Request number in the search field.

· Click the Go button.

The Service Request displays.

You can also use Advanced Search.

· Click the Search tab in the menu bar across the top of the screen.

The Find a service request page displays.

Using the drop-down menus and radio button, select the parameters for the search.

· Click the Search button.

The Search results appear at the bottom of the screen.

Adding a Location

As a building Occupant, you may need to make Service Requests for more than one Location. To add an existing Location to your OneView Service Center account, take the following steps.

· Click the Add Location button.

The MyAccount page displays.

· Ensure the Add New Location box is checked.

· From the drop-down lists select the country, state, city, building and location you want to add.

· Click the Save Changes button when finished.

Saved Changes Succeeded displays on the MyAccount page.

Canceling a Service Request

Go to the Home Page to locate the request you want to cancel.

· Click the Service Request Number .

The Service Request page displays.

· Click the Cancel Request button.

The Cancel Request page displays.

· Ensure the Select radio button is active .

· Ensure the Status is Cancelled.

· In Notes type a reason for cancelling the request, if required.

· Click the Cancel Request button.

The Cancel Request Succeeded message displays.

· Click the Done button.

The Service Request page displays.

· The service request appears with a Status of Cancelled.

· Click the Home tab.

The Cancelled message displays on the Home page.

Terminology

Service Request – “5037621”

A case is a general request that occupants create requesting facility or maintenance work.

Work Order – “5037621-1”

A work order is an extension of a service request that is more specific to the requested work. (Multiple work orders can be created from one Service Request.)

Work Type - Indicates a general type of service requested. Example: building interior or building exterior.

Category – Indicates further delineation of the type. Example: plumbing or electrical.

Status-

Closed – Indicates the work has been completed.

Cancelled – Indicates the work no longer needs to be performed.

Dispatched to Service Provider – Indicates the work is in the process of being completed.

Solving – Indicates the work is in the process of being dispatched.

For More Information

Click the Help button to launch an e-mail to Data Management at the FacilityLine. In the text of the e-mail, please state your question. You will receive an e-mail response back from Data Management about your question.