Knowledge Base

To search for a work request in the Knowledge Base:

1. Access the Knowledge module by clicking the Knowledge link at the top of the page.

2. Select the Knowledge Base tab.

   The Knowledge Base page opens.

3. Specify any of the following criteria to define the set of work requests you want to find:

   • Search For – Specify a value to find requests that have the specified text in their statement of work.

     This search is not case-sensitive. The search is done on the entire word or phrase entered, not on individual words. You can enter part of a word, for example, entering "us" will find both user and using.

   • Property – Click the Select link to find requests associated with a particular property.

   • Activity – Select a value to find requests associated with a particular activity group.

   • Type – Select a value to find requests associated with a particular request type.

   • Sub Type – Select a value to find requests associated with a particular request subType. This field appears only after a Type is selected.

   • Status – Select a value to find requests associated with a particular status.

   • Priority – Select a value to find requests associated with a particular priority.

   • Region – Select a value to find requests associated with a particular region.

   • Company Name – Specify a value to find requests that have the specified text in the requestor's company name.

     This search is not case-sensitive. The search is done on the entire word or phrase entered, not on individual words. You can enter part of a word, for example, entering "ac" will find both Acme and Ace.

   • Requestor's Last Name – Specify a value to find requests that have the specified text in the requestor's name.

     This search is not case-sensitive. The search is done on the entire word or phrase entered, not on individual words. You can enter part of a word, for example, entering "jo" will find both Jones and Johnson.

   • Assigned To – Click the Select link to find requests assigned to a particular user, or click the Select All link to find requests assigned to any employee.

   • Asset Class – Select a value to find requests associated with a particular asset class.

   • Asset – Click the Select link to find requests associated with a particular asset.

     You can search for assets by asset name, asset number, asset barcode number, or the employee the asset is assigned to.

   • Date – Requested – Specify two date values to find requests made within a specific date range.

   • Failure Code – Select a value to find requests associated with a particular failure code.

   • Billable – Select a value to find all requests, billable requests only or non-billable requests only.

   • Customer PO# / Line# – Specify a value to find requests associated with a particular external customer purchase order number and optional purchase order line number.

4. Click FIND.

   The following columns of data are displayed for each request. You can sort the list by clicking any of the column headings.

   • Date – the date and time when the work request was created

   • ID – the ID number of the work request; clicking this link opens the Request Details page

   • Initiated By – the name of the person making the request; clicking this link allows you to send an email to this user

   • Property/Location– the property and any specified floor, space, and subSpace location within the property where the request was made

   • Type/SubType – the Type and subType of work to be performed

   • Assigned To – the person to whom the request has been assigned, and if applicable, the asset associated with the request; clicking the asset link opens the Asset Details page

   • Hrs – the number of labor hours entered on the Work Order Financial page

   • Status/Priority – the Status and Priority of the work request; the date/time will show the most recent time the work order request was updated or closed

To add a work request to the Knowledge Base:

1. Locate the work request you want to add to the Knowledge Base using the Find Request page.

2. Click the request ID to open the work request on the Request Details page.

3. Scroll down and open the Miscellaneous Fields pane.

4. In the Include in KBase field, select Yes.

5. Click UPDATE.

   The copy of the request stored in the Knowledge Base is updated as changes are made to it, but it is read-only and displays only a limited amount of request information.