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Tririga / AMS Training Module: Customer

Table of Contents • Submitting a Service Request • Accessing Service Request History and Service Request Drafts • Requesting Installation, Estimates and Services • Uploading Notes & Documents to a Service Request

AMS Access – Test Environment Access the Service Request Portal at: https://ucd.valudconsulting.com/

• LOGIN using your Kerberos ID & Passphrase

Submitting a Service Request This section provides instructions on submitting a service request for repairs and routine cleaning. Step 1 Sign into AMS (TRIRIGA) as a Customer using your Kerberos ID and Password.

Step 2 Select the arrow to the right of Facilities, under Request Central on the homepage, to access the

menu of request classes.

1. Select a Request Class from the options.

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Step 3 On the screen that appears:

1. Indicate whether you are making this request for Me or Someone Else. 2. Under Request Details, list the following details for the space you are requesting service.

Please Note: You can type the name of each in the corresponding field, or select the magnifying glass to the right of each row, and choose from the dropdown menu.

a. Location b. Floor c. Room d. Organization

Please Note: fields marked with a red asterisk must be completed.

Step 4 Under Service Request, choose the option that best describes your request.

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Please Note: if the list of options doesn’t include your actual problem, we recommend returning to the original landing page and selecting a different Request Class (e.g., Electrical, Elevators and Alarms; Building Interior; Plumbing and Steam; etc), by:

1. Select the X near the top right of the screen to cancel the current Service Request 2. Select OK on the pop-up window that appears to confirm 3. Reinitiate the Service Request on the landing page

Step 5 In the Describe Your Request section, you can explain the nature of your request and add any

relevant information (e.g., Restroom Type, Speed of Leak, Type of Room, etc.) Please Note: if your Service Request requires recharge information (e.g., No Power to an Outlet, Estimate Requests, etc.), please enter it in the Description field.

Step 6 If there are multiple locations associated with your Service Request:

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1. Select Find, located to the right of Other Locations

2. In the pop-up window that appears, select the Checkbox(es) next to all affected locations. 3. Select OK in the top right or bottom left corner.

Step 7

If you know the asset being affected, select Find located to the right of Assets and choose the correct asset from the list in the pop-up window. Please Note: the system will auto-populate the pop-up window with Assets specific to the Location you entered at the top of this Service Request.

Step 8

If you wish to submit your request, simply select the Submit button at the bottom left or top right of the page and your request will be forwarded to the Customer Support Center for processing.

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Please Note: you can save a draft of your Service Request by:

1. Selecting the Create Draft button at the bottom left or top right of the page. This will allow you to complete the draft for submission at a later date.

2. Select Submit (for processing), Save (to update information) or Save & Close (to update information and close the window).

Accessing Active Requests and Viewing all Work Tasks This section provides instructions on accessing active requests and request drafts. Step 1 Active Requests and Requests in Draft Status are listed under My Active Requests on the homepage.

Select the Text in any part of the line for the Request you would like to view. Please Note: the Current Status of your service request will read:

• Issued – when the request has been submitted for processing • Draft – when the request has been saved, but not submitted for processing. Also, estimates

that haven’t been processed or approved will appear in Draft Status.

Step 2 To access all work tasks currently in the system, select All Work Tasks listed under Related Links-

Request Central on the homepage.

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Step 3 Enter your last name in the search box under Requestor, and select enter to find your requested tasks. Some of the information this search will yield, includes:

• Responsible Person - the name of the technician responsible for your service request • Responsible Person Work Phone • Task Assignment Status – will indicate whether the task has been Assigned, Completed or

Closed.

Requesting Installations, Estimates and Services This section provides information on requesting installation of equipment (e.g., whiteboards, furniture, etc), minor services/estimate (e.g., installing electrical outlets, etc.) and major project estimates (e.g., rewiring lab, remodels, etc.).

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Please Note: cleaning estimates should be requested through the Custodial Services request class. Step 1 Select the arrow to the right of Facilities, under Request Central on the homepage, to access the

menu of request classes. 1. Select Installation/Estimates/Service from the options listed.

Step 2 On the screen that appears, the field Request For will be auto populated and cannot be changed.

Enter:

1. Estimate Description (e.g., Installation of power outlet, installation of furniture item, remodel office, etc.)

2. Requested Start Date

Step 3 Describe Your Request by entering all relevant details that will help the Customer Support

representatives when processing your request.

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Step 4 Under Requested For, your contact information will be auto-filled. You may enter the Contact Information for a colleague if you are submitting the request on their behalf.

Step 5 Under Request Details, list the following details for the space you are requesting service. Please

Note: You can type the name of each, or select the magnifying glass to the right of each row, and choose from the dropdown menu.

a. Location b. Floor c. Room d. Organization

Step 6 Under Service Request, indicate whether you are requesting a Major Project Estimate (e.g.,

renovating room, renovating electrical in a room, etc.) or a Minor Services Estimate (e.g., install electrical outlet, installing hydration station, etc.)

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Step 7 In the Estimated Cost and Rating Summary section, you can enter an Authorized Amount.

Step 8 Under Accounting Details, please enter any information you have:

1. Accounting Code 2. Sub-Accounting Code 3. Project Code (if applicable)

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Step 9 To route your Estimate Request for processing, select the Request Estimate button at the bottom left

or top right of the page.

Uploading Notes & Documents In this section you will learn how to use the Notes & Documents tab. This feature allows you to provide supplemental documentation along with your service, installation or estimate request. Please note: you can upload many forms of electronic documents including Excel charts, PDF, JPEG, emails, and others. Step 1 Select the request which you would like to add notes or documents to. You can start a new request

following the instructions listed above, or choose a request draft from the My Active Requests section of the landing page.

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Step 2 Select the Notes & Documents tab on the request page.

Step 3 To add a comment, select Add located to the right of Comments.

In the pop up window that appears, type your comment into the box labeled, Comment. Next, select Create.

Step 4 To upload a document, select Upload to the right of Related Documents.

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On the page that appears, select Upload Single File to upload one file, or Multiple Upload to upload more than one file.

Select Select File for Upload (single file upload option) or Select Multiple Files for Upload (multiple upload option). Select the appropriate file from your computer or shared drives and select Submit.

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The file will now appear under the Related Documents section of the Notes & Documents page. Select Save & Close to capture any updated information.