Workplace: facilitate communication between the requestor and the service provider
It is common that end user and service provider have to exchange information prior to an onsite intervention (e.g. the service provider may have additional questions or the requestor may want to provide additional details about his request)
There's no real way to have such exchange in the current version and using emails isn't entirely appropriate as the exchanged information wouldn't be tied to the request and not necessarily shared with all the involved parties.
An easy solution would be a way for the stakeholders to create comments (from workplace for the requestor and from the Service/Maintenance console for the other stakeholders).
A notification should be sent to the other parties when a comment is posted (much as in JIRA for instance)
Of course the history of comments should be visible for all parties
Thomas Fastenakel
shared this idea
In Release V2022.03, Workplace users can now create and update comments on maintenance service requests only.
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Steven.Post@am.jll.com
commented
Through Workplace allow the end user/customer to communicate back and forth with the assigned technician. (See attached)
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Victor Espinel Gutierrez commented
This information is important is visible from workplace for the requestor
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Thomas Fastenakel
commented
Yep, it definitely makes sense, but let's first have that possibility within Archibus itself ;)
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AdminFred Kraus
(Admin, Eptura)
commented
Steve Post (JLL) posted a comment on another idea on creating work requests from emails. That idea is also applicable here:
It would also be great to meet the customer where they are on a daily basis. Can Archibus create a MS Teams & Slack integration to create a work request and further allow a requestor and craftsperson conversation to happen in Teams or Slack and be documented in the channel and in the Archibus WR.
