Managing repair requests on the Wavity ITSM platform is designed to be a simple and intuitive process for agents.
Note: The steps outlined below serve as general instructions and can be customized to meet specific organizational needs; however, the core workflow remains the same.
Agents with the appropriate access can log in using their credentials and will be directed to the Agent Interface.
From the Agent Interface, Click on ‘Service Requests’ from the quick links widget.
Select the relevant repair request from the list to begin managing it.
In the ‘Assigned to’ section, click the ‘link’ icon to associate the request with the appropriate asset belonging to the end user.
A list of the end user’s current assets will be displayed. Choose the asset that requires repair.
If the asset has been returned by the user for servicing, update the asset status by selecting ‘Returned for repair’ from the dropdown.
Use the status dropdown to update the repair request. The end user will receive an email notification reflecting the updated status.
If the request requires approval, toggle the approval switch to ON. Additional fields will appear for the approval workflow, allowing a manager or authorized user to update the approval status.
Agents can use the comment box to communicate with other users regarding the repair request.
Once all updates are made, click on "Submit" to save changes and complete the process.
