Service Desk Overview

The Duet Service module holds details of : - Customers. Single and multi site with contact and location information. - Your staff and any sub contract resources you use, their service areas with contact and location information. - Suppliers with contact and location information. - Assets i.e. serial number controlled equipment you or customers own and that you service. - Contracts - listing assets maintained with the basis and service level (SLA) offered. - Work surveys, pre and post work for reporting, certificates and health and safety. - Inventory and price by supplier if parts are needed. - Internal locations (warehouses and van stock) where inventory is held or engineers work from.

Duet has two structures to allow work to be performed.

As a simple overview these are : - Service Tickets - You can create a ticket for anything that requires an action to be performed. The ticket will pass through timed and tracked stages until its completion. Full history is kept.

• Service Tasks - the ticket may require various staff to perform work on a ticket. - quote, check account, visit site, repair etc. multiple tasks can be created and tracked per ticket. A scheduler controls a diary to book staff to tasks.

Data can be collected for both ticket and tasks. time, expenses, signatures, reports, parts used and work surveys with photographs.

The way you use Tickets and Tasks may vary, i.e. a software support organisation responding to a query may open a ticket and answer the query, log the time and close the ticket. No Task was required.

If programming or investigation / data fix work was needed, they could raise Tasks and schedule them for engineers. Each tasks is then completed until the issue resolved and the ticket can be closed.

In either case, the important information about who, what, when and any documentation, the customer, asset or contract involved is recorded and can be reported on.

Duet users can receive scheduled tasks on mobile or tablet devices, navigate to site via GPS and collect related data as needed. They can also enter their time, expenses and requisitions, collect signatures and images that relate to the task / ticket.

If your work is in industries that require compliance and safety information to be recorded and certificates produced, Duet has a Surveys option that allows pre and post work / visit questions and answers to ensure key points and data are captured.

Visibility of ticket and task progress is available to the back office.

The Service Desk menu provides the following functionality:

• Quick Entry Quickly create service tickets.

• Service Tickets View and manage Service Tickets in a list grouped by ticket progress.

• Service Level Monitor Interrogate the load on the service department and breaches of service limits.

• Ticket Manager Nominated users can access ALL tickets for maintenance purposes.

• Customers Manage your service customers and their related data.

• Asset Register Assets (i.e. equipment, plant and vehicles) can be created and managed.

• Contracts Service Contracts can define what service terms and assets are covered within contracts.

• Contract Templates Define templates for common types of contract.

• Ticket Types define the rules to help control the progress of a ticket to completion.

• Ticket Stages can be created to provide visibility of ticket progress.

• Task Types define the rules governing how tasks progressed and completed.

• Asset Types Group assets and control links to inventory items and suppliers.

• Contract Types When defining any contracts, it can be useful to group them by type i.e. 8 Hour Response, Comprehensive etc. .

• Problem Types Describe the types of problem (or work) that your Service Tickets relate to. Useful for grouping and reporting purposes.

• Service Areas Create the Service Areas that you operate in.

• Parts Issue Locations Used when issuing or receiving inventory items. i.e. your warehouses or engineer vehicles.

• Parts Issue Types Define the reasons inventory was moved or consumed.

• Ticket Outcome Types When completing a Ticket you can note outcomes, for example Successful, Rework Required etc.

• Task Outcome Types When completing a Task you can note outcomes, for example Awaiting Parts, Unable to gain entry etc.

• Offline Tasks Allows parts of the system to work and manage any offline tasks if internet connection is unavailable.

Tasks

The Task List is only available from the System Menu as any users who only have Provider rights (they are not Service Ticket Controllers) do not see the full Service menu.

Reports

Several flexible reports are available in the Report Manager that enable service desk data to be analysed in various ways. If required, report output can be exported to an Excel spreadsheet or CSV file, for further analysis or import into an external system.