Skip to content

OffiServ Refreshes Tickets Lists

by

Tickets are very common in OffiServ. They represent problems to be resolved or tasks to be performed by designated people. Even absence requests are represented as tickets.

Up to now OffiServ provided quite simple interface to deal with tickets. Basically, there were two lists of tickets:

Outgoing Tickets All tickets the user submitted. By default there are displayed all the tickets submitted by the user and not yet closed. Using Include closed checkbox the user could also display tickets already closed.
Incoming Tickets All tickets awaiting some action or attention from the user. For a regular OffiServ user the list displays all the tickets requiring some action or attention. For instance, the tickets the user has submitted earlier are displayed here once they have been declared as resolved by the service agent. For OffiServ administrators and service agents (users performing special roles in OffiServ like: IT Administrator, Office Maintenance, Purchasing) the list displays also the tickets which require to be serviced – i.e. which are submitted by other users and wait until a service agent resolve them. The list displayed:

  • the tickets already accepted by the service agent
  • tickets not yet accepted by any service agent.

There was also a checkbox Include tickets already accepted by others which was intended to allow some access to tickets being serviced by other service agents, e.g. when somebody is out of office.

Outgoing Tickets and Incoming Tickets lists provided basic interface to access tickets a user or a service agent was interested in. But we kept receiving questions and requests to improve them.

Tickets Lists Refresh

Based on our users feedback we rethought how the tickets should be presented by OffiServ – here is the result.

User Interface

The lists are available through Tickets menu which looks now differently, based on roles the user performs:

Everyday user view

Everyday user view

OffiServ admin view

OffiServ admin view

Service agent view

Service agent view

Everyday Users

For everyday users of OffiServ, there are only slight cosmetic changes.

  • Incoming Tickets list became Tickets Awaiting Your Attention to better reflect what a user should do with the tickets on the list.
  • Outgoing Tickets list became Tickets You Have Submitted in a similar manner.

Service Agents

Up to now, some service agents might have perceived Incoming Tickets list a bit messy: it contained mixed both kinds of items:

  • items they were about to service (e.g IT Admin had tickets on computer equipment issues)
  • and tickets they had submitted and then received for confirmation they had been resolved (e.g. the same IT Admin had his purchase request for a new chair on the list).

Now the new lists are available:

Tickets You Are Serving Tickets requiring a professional action by a service agent. The list displays:

  • The tickets already accepted by the service agent
  • The tickets not yet accepted by any service agent (waiting until somebody accepts them for service)
Tickets Your Team Is Serving Tickets requiring a professional action by a service agent. The list displays:

  • The tickets already accepted by any service agent having one of the same service roles as the service agent who is using the list
  • The tickets (one of kinds serviced by the user) not yet accepted by any service agent.

For instance, for a service agent who performs both IT Admin and Purchasing roles: the list will display all the tickets awaiting service or being serviced by any other service agent performing one of these roles. This means the list will display all unresolved Computer Issues and all unresolved but already approved Purchase Requests.

Tickets You Have Resolved Tickets already resolved by a service agent. The list will not display tickets resolved by other users.
Tickets Your Team Has Resolved Tickets already resolved by any service agent having one of the same service roles as the service agent who is using the list.For instance, for a service agent who performs both IT Admin and Purchasing roles: the list will display all the tickets resolved by any other service agent having one of these roles. This means the list will display all resolved Computer Issues and all resolved Purchase Requests.

The usual everyday work of a service agent may be performed using Tickets You Are Serving or Tickets Awaiting Your Attention list. When the service agent occasionally needs to poke to other service agent’s tickets or to refer to past tickets, he or she can use other three lists.

Managers of Service Agents

Additional lists are also very useful for managers or team leaders who want to review performance of their subordinates. To access the lists the manager has just to ensure he or she performs the same service agent roles like his or her subordinates (e.g: Purchasing, IT or Office Maintenance role).

Administrators

Site Administrators are able to configure OffiServ system for their organizations and also might require some special privileges to access any ticket for various purposes. Up to now, they could see the tickets on Incoming Tickets list but this caused the list was cluttered with too many tickets and they could overlook the important ones. So the list Awaiting your attention now displays only the tickets requiring some action or verification, as for an ordinary user.

Two additional lists are provided for Administrators. They display all the tickets within their organization:

All Tickets In Service All Tickets in the organization which has not been resolved yet.
All Resolved Tickets All Tickets in the organization which has been already resolved.

The list is accessible only for the users having OffiServ administrator role.

Advertisements

Russian Translation

by

I am happy to announce that now we offer OffiServ in a new language: Russian.
Thanks to Sergey Kalachev who did whole translation.

Currently OffiServ is available in:
– English,
– Spanish,
– Russian,
– and Polish.

Check Russian version of our site: http://www.offiserv.com/ru.

OffiServ in Russian

OffiServ in Russian

OffiServ Users Configuration

by

After registering your organization in OffiServ it is good to know how to efficiently configure other users from your organization. Configuring users might be not as exciting as working with other features. But it is very important to create your organization structure correctly, as OffiServ‘s power can be fully felt when more users start using the service.

How to Start

To start configuring users you have to click Structure of the organization menu item in Organization menu. On the beginning of using OffiServ there is also a special ticket on Your Tickets list reminding about filling in the employees structure: you can click the ticket title as well.

Main page - access Structure of the Organization page

Main page - access Structure of the Organization page

Add an Employee

You should land on the page as on the screenshot below.

Structure of the Organization page

Structure of the Organization page

To add an employee – choose an existing employee, presumably you, and click New subordinate or New colleague button:

  • New subordinate: will create a new user as a subordinate of the currently selected user.
  • New colleague: will create a new user as a peer of the currently selected user
Add a new employee

Add a new employee

Then fill in the basic employee contact information like business e-mail and phone numbers. You can also setup his or her roles adequately to the job position. Once you are done – click Invite button on bottom.

The newly user will appear on the structure tree. OffiServ will send invitation on the provided e-mail address. Invitation will contain one-time password which the user can change after first login.

Google Apps Integration

If you created OffiServ account as Google Apps integration, other users from Google Apps domain will automatically be added once they enter OffiServ, for instance by clicking OffiServ in Google Apps top menu. Please note they will be added as top-level employees which is not necessarily what is needed. You can safely drag and drop them to the proper place in the organizational  structure, as described in the following chapter.

Of course, nothing wrong will happen if you add Google Apps users  to the system manually – they will receive invitation e-mail without password and OffiServ will properly recognize them through Google Apps account.

Organization Structure

Usually the top level user should be CEO, President or similar position. Top-level user have some special privileges, like a possibility to self-approve leave requests, purchase requests etc. Please note it is different role than Administrator! So once you have added all the employees to the proper places of the organizational structure, you can move yourself to the right place in the structure – you will still keep your administrative privileges in OffiServ.

To move an employee from one place of organizational structure to another you have to drag the employee to the new place. If the employee has some subordinates, they will be moved with him or her. You can also use Cut and Paste buttons if you are not especially keen on drag&drop.

More on Roles in OffiServ

Every user of OffiServ might have some roles assigned, according to the job duties. Here is the list of the roles:

Employee Every employee in your organization. You cannot remove this role.
Human Resources Manages employee data – e.g. manages vacation days limits.
IT Serves IT tickets.
Manager Employee manager. This role allows to change employees information, change organizational structure and approve purchase requests of own subordinates or peer’s subordinates.
Office maintenance Serves office equipment tickets.
OffiServ administrator Administers OffiServ site of organization. Can perform any operation.
Purchasing Realizes purchase requests after they are approved by a manager.
Resource keeper – resource group Manages resources, reservations and lendings in the resource group.

Wrap up

Configuring employees in OffiServ is plain, simple and intuitive. This a few minutes initial investment will pay you back as OffiServ will intelligently use the organization structure to properly direct tickets, requests and to enforce adequate permissions.

In case you have any troubles or questions – please do not hesitate to contact us through Submit problem to OffiServ option in the Help menu or just drop a comment below the blog post!

Resources Registry in OffiServ

by

Resources in OffiServ

You might be already familiar and find useful Resources Reservations feature in OffiServ. It is a simple yet powerful feature you can use to manage and control shared resources in your organization, like: conference rooms, company cars, portable projectors, demo laptops or even teaching aids in schools.

Once you start using OffiServ to book resources, you might ask question: I would like to store all of our resources in OffiServ – to have one place, one registry with all the equipment of our organization.

OffiServ was always focused on efficiency optimization, so now we are excited to present a big extension of Resources Management concept: Resources Registry.

Get Started

To get started, just ensure you have Resources and Reservations feature enabled. If you used reservations before then you already should have it enabled. Otherwise, check the check box and click Save below:

Resource Groups

Now go to Resources > Resource groups and create resource groups you need. Possibly you already have some default groups on the list but you can add new and modify or remove existing ones.

Resource group has some attributes defining behavior of resources in the group. Here is their meaning:

Method of Sharing Resources to Users

Use Sharing method configuration option to setup the way the resource will be shared (or not) to users:

    • Not assigned to user – resources not assigned to particular employee, e.g. corridor printer, conference room table
    • Reservation – resources are bookable for short time periods but do not require handover (e.g. conference rooms). Resource groups having this option will be listed in Resources menu.
    • Short term lending – resources are bookable for short term lendings and require handover (e.g. portable projectors).
    • Permanently assigned to user – resources are assigned to one user for undefined period of time (e.g. personal computers, company cars)

Resource groups having this option set to Reservation or Short time lending will be listed in Resources menu as well. You can click the group in the menu to see current booking schedule and book the resource for you – in the same way you did in OffiServ before.

Handover Method

Some organizations require that when a resource is passed between employees, a Handover Protocol document should be signed. If your organization requires such a document for resources of a particular group, then you can choose Printed handover protocol option. Otherwise, keep the default Simple handover and rely on OffiServ excellent history of handovers.

Ownership Form

This group attribute is disabled by default. To enable it, click a little arrow on the right side of any column header, choose Columns and check the check box of Ownership form item.

Ownership form is currently rather informational, but it also changes a set of attributes visible by default for resources in the group. We expect some extensions in this functionality  in future, e.g. reminders on rental end for Rental resources or expense reports for Paid per use resources:

  • Registered property – organization’s property, usually having serial number and registration number, e.g. portable PC
  • Not registered property – organization’s property, no serial number or registration number used, e.g. conference room
  • Rental – resources rent or leased from an external supplier for a period of time
  • Paid per use – resources or services rent or leased from an external supplier, paid per use

Setup Right Roles

Creation of the group automatically creates a respective Resource Keeper role. Resource Keeper is allowed to:

  • Add, edit, delete resources in the group she or he keeps
  • Mark resources as unavailable (in maintenance)
  • Perform handovers (issue and get in resources)

Resource Keeper cannot add, modify or remove a resource group. You need to have OffiServ administrator privileges for these tasks.

To assign appropriate Resource Keeper role to a particular employee, go to Organization > Structure of the organization, choose the employee, click Change data button, mark a check box at the right role and click Save.

Resources Management

To manage resources of a particular group click the hyper-linked resources group name.

Alternatively, you can use Resources > Management menu. This will display all the resources you have rights to manage, regardless the group.

Editing Resources

To edit a resource, click on the row you want to edit. You can add a resource using the button above the list.

To dispose a resource, click a respective red icon on the right. Please note that disposed resources are still stored in the system. You can see them by choosing Special filterDisposed resources“.

There are plenty of predefined attributes available for the resources. Many of them are initially hidden. To select an attribute to show, just click a little arrow at the right side of any column header and choose the attributes.

As the list can contain many items, there are some handy facilities available like: grouping, sorting and some predefined filters.

Changing group filter might change columns arrangement. The arrangement is saved as a personal preference, so depending on your usage model, you can arrange columns separately for each group in the way you need them and your browser should remember the setup. Please note that this might not work if you change browser, workstation or clear cookies.

Handover for Short Term Lendings

Nothing changed too much here: once the resource from  a group with Sharing method set to  Short term lendings, it can be booked through Resources > (group name) menu option and handed over through Resources > Lending resources menu.

Handover for Permanent Use

Many resources in the organization are issued to users permanently. Common examples are: personal computers, company cars, mobile phones, etc.

To handover resource from the group having Sharing method set to Permanently assigned to user, just click handover icon in the Actions column. Small dialog box appears. Choose the user from the list, enter remarks on the current state of the resource (e.g. “scratches on the right side”) and click “Issue” button.

State of the resource has been changed to In use:

Click the icon again to get the resource in once the user returned it.

If the Handover method option of the resource group is set to Printed handover protocol then issuing or getting the resource offers to open or save a PDF printout of the handover protocol. You can print the PDF file, sign it together with the user and store in your archive.

Notes for Existing Users

If you have already used OffiServ reservations, all your resource groups will have Sharing methods properly set up from day 0 – you do not need to set up anything. Columns with additional attributes will be available, but should be mostly hidden by default, so you should expect no disturbance if you would like to stick to simple reservations.

Wrap Up

Now you can extend OffiServ usage not only to manage shared resources reservations, but also to store and manage all the information about resources in your organization. We are looking forward to hear your opinions, suggestions. Please do not hesitate to drop a comment, submit an OffiServ Support Ticket or use UserVoice!

Bienvenido – OffiServ está disponible en español ahora

by

Estamos muy contentos de anunciar que OffiServ finalmente está disponible en español. Entrambos el sitio y la aplicación están totalmente traducidos. Nos comprometemos a mantener la traducción española sincronizado con ulterior desarrollo del servicio.

Si tienes alguna sugerencia o comentario al traducción español de OffiServ, por favor no dude en dejar un comentario abajo o enviar un caso de soporte.

Para obtener más información, ver la presentación.

Dates localized in OffiServ

by

We improve the service continuously. We have just completed several improvements. One of the significant and frequently requested improvements is possibility to customize date format to the form which is used in your country.

Now it is possible to configure the date format: date can be displayed as 2011-01-17 or 01/17/11. Customization of time format is available as well: now 12-hour and 24-hour time formats are supported.

How To Change Date Format

The date and time formats can be configured on Organization→Configuration page.

The picture below presents a panel that allows configuring date and time formats.

Date is defined as combination of letters y, m and d. Lets take as example 17 Jan 2011 date. yyyy is long format of year i.e. 2011 while yy is a short format: 11. The same month and day: m – 1 and mm – 01.
Between y, m and d letters there can be any other signs e.g. -, . or /.

Let’s see how it will look for Taiwan date format:

and now Polish date format:

Time format can be 12-hour or 24-hour. As it is shown on pictures one or the other can be selected. In 12-hour format AM and PM are added to the end.

Summary

We hope that it will make using the service more comfortable. Now throughout the service dates and times are displayed according to your settings. Notification emails respect date/time formats as well.

OffiServ API

by

We would like to announce the availability of OffiServ API for developers. It allows deeper integration of your current IT solutions with OffiServ.

Overview

The OffiServ API is an open API that allows access to the service using programming interface. Developers can acquire data from the service, manipulate it and also invoke actions. OffiServ API is based on REST model and uses JSON for data formats.

Security

Access to the API is available only to authenticated users. Authentication employs form + cookie approach. To make your data safe all requests sent to the service must use HTTPS protocol.

Sign in procedure

The URI to sign in form is /data/login. To get a cookie required for subsequent operations you have to send POST with JSON body containing proper email and password fields. Returned cookie should be included in following requests to the service.

Here is a usage example using cURL, a tool for submitting HTTP requests using command line (available for Windows, Linux and MacOS X):

$ curl -v -X POST -c cookies.txt -d '{"email": "roger.soon@siegebank.com", "password": "123"}' https://offiserv1.appspot.com/data/login

Service resources roots

Application resources in OffiServ are put in hierarchical structure. There are defined several special URIs that are roots of the application resources structure:

/data/companies/my – GET method returns the organization of currently signed in user
/data/users/me – GET method returns currently signed in user

$ curl -b cookies.txt -c cookies.txt -v -X GET https://offiserv1.appspot.com/data/companies/my

$ curl -b cookies.txt -c cookies.txt -v -X GET https://offiserv1.appspot.com/data/users/me

Summary

More details about the API can be found on The OffiServ API page. It provides URIs of the services, formats of data and examples. We hope that it will improve integration of your organization with OffiServ service.

%d bloggers like this: