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OurOMC Documentation

Raising Requests

Most requests should arrive on their own rather than being typed up here. OMC members raise them from the My Requests page when they are logged in, and anyone can raise one by emailing the OMC’s @ouromc.com address — an email to that address becomes a request automatically (see Inbound Mail). If an agent receives a request by email directly, the quickest path is to forward it to the OMC address so it lands the same way.

The New button on the Service Requests page is for the requests that have no email behind them — a phone call, a letter, a walk-in to the office. It offers New Case, New Work Order and New Standard Request, all of which open a wizard to guide you through creating the request.

Create a Basic Request [request-add]
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Create a Basic Request [request-add]
  1. Click [Requests] on the main menu
  2. Click on the new button to show options
  3. Select [New Service Request] from the new options menu
  4. Choose the OMC the request is for
  5. Enter a short title for the request
  6. Give a brief description of the problem
  7. Record how the request came in
  8. Click Save - the request opens ready for the rest of the details
Create a Request with Full Detail [request-add-full]
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Create a Request with Full Detail [request-add-full]
  1. Click [Requests] on the main menu
  2. Click on the new button to show options
  3. Select [live_helpNew Case] from the new options menu
  4. Choose The Truly Grand as the OMC the request is being raised for
  5. Enter a short title that identifies the request at a glance
  6. Describe in full what needs to be done
  7. Record how the request came in
  8. Set how urgent the work is
  9. Click Next to say who the request is for
  10. Open the unit picker to link the request to a unit
  11. Choose unit TGO01
  12. Open the contact picker to record who reported it
  13. Choose the contact who reported it
  14. Click Next to plan the follow ups
  15. Set the date you expect to be able to close the request
  16. Click the add button to add a step to the plan
  17. Enter a name for the step
  18. Set the date the step is due
  19. Click Create Case to raise the request with its plan

Keeping the contact informed

Section titled “Keeping the contact informed”

When you choose a contact on the People step, a Keep Contact Informed choice appears beneath it.

  • Follow links the contact to the request and adds them as a follower. They are mailed as the request progresses — new comments, and when it is closed or reopened.
  • Link Only links the contact to the request without ever mailing them about it.

Follow is chosen for you when the contact has an email address that can be mailed. A contact with no email address, or whose mail is blocked (a bounce, an opt-out or a complaint), can only be linked, and the option says why. Neither choice mails the contact when the request is created.

The choice is not kept on the request. It decides what happens when the request is created, and after that the contact is managed like any other follower — see Followers.

Raising a work order

Section titled “Raising a work order”

New Work Order opens a wizard which, in addition to the description and follow-ups, allows you to enter the supplier and budget, and email the work order directly to the supplier.

Raise a Work Order [request-add-work-order]
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Raise a Work Order [request-add-work-order]
  1. Click [Requests] on the main menu
  2. Click on the new button to show options
  3. Select [constructionNew Work Order] from the new options menu
  4. Choose The Truly Grand as the OMC the work is being ordered for
  5. Enter a short title for the work
  6. Describe the work the supplier is being asked to do
  7. Record how the request came in
  8. Click Next to say who the work is for
  9. Click Next to choose the supplier and what the work will cost
  10. Open the supplier picker
  11. Choose BBB Maintenance Services Ltd to carry out the work
  12. Choose to create the work order without emailing it yet
  13. Click the add button to add a line to the planned cost
  14. Choose the budget code the cost belongs to
  15. Enter what the work is expected to cost
  16. Click Next to plan the follow ups
  17. Set the date you expect the work to be finished and the order closed off
  18. Click Create Work Order to raise it

Raising a request from somewhere else

Section titled “Raising a request from somewhere else”

The requests list is not the only way in. A unit, a contact and a supplier each have their own Create Request button, and starting from one of those fills in what that page already knows — which saves both the typing and the question of which OMC the request belongs to.

Raise a Request for a Unit [request-for-unit]
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Raise a Request for a Unit [request-for-unit]
  1. Click [Units] on the main menu
  2. Open the unit the work is needed on
  3. Open the [Add] action menu
  4. Choose Create Request to raise a service request about this unit
  5. The stepper opens on the summary, with the unit and its owner already carried in
Create Request Linked To Contact [contact-create-request]
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Create Request Linked To Contact [contact-create-request]
  1. Click [Contacts] on the main menu
  2. Open the contact who is reporting the issue
  3. Click Create Request to raise a service request for this contact
  4. The stepper opens on the summary, ready for the issue to be described
Order Work From a Supplier [work-order-for-supplier]
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Order Work From a Supplier [work-order-for-supplier]
  1. Click [System Maintenance / Suppliers] on the main menu
  2. Open the supplier you want to order work from
  3. Click Create Request to order work from this supplier
  4. Choose The Truly Grand as the OMC the work is for
  5. The work order opens on the summary, raised against the supplier you started from