A work request flags work as needing to be booked into the resource. Anyone who needs work scheduled, typically Client Services, raises one with a suggested number of hours, a preferred resource and a charge code. Whoever does the scheduling can then accept those suggestions or override them based on who's actually available.
This article explains how to schedule time from a work request, and how to log a timesheet from one once the work is under way.
Note: Not every agency uses work requests. Check internally whether your organisation has this switched on before relying on it as part of your process.
What happens when you book a work request
The hours, resource and charge code on a work request are preferences, not instructions. Whoever schedules the booking can change any of them to match real availability, so nothing is locked in until it's actually booked.
Opening the list of work requests
- Go to the resource booking screen.
- Select Work Requests at the bottom of the screen.
This opens a list of every open work request. The list shows different columns to a standard estimate list, including the Work Request ID, preferred person and charge code, alongside the usual client and job description. The start and due date come from the dates entered on the work request, so they're a useful guide to when the work needs delivering.
Hover over a Work Request ID to see the full details without opening it. Select the Work Request ID to open the work request in a new tab.
Booking a work request into the resource
- Drag the work request onto the resource, just as you would a standard booking.
- Review the booking form. It's pre-filled with the client, job and phase details, plus the recommended charge code and requested hours.
- Change any of these values if the resource, hours or phase need to be different from what was requested.
- Scroll down to see the full work request details, including any notes or attachments added when it was raised.
- Select Save to confirm the booking.
Marking a work request as actioned
Switch on Req actioned on the booking form to alert the person who raised the work request that it's now booked into the resource.
Once you select Save, the work request drops off the open list automatically. You can also remove it from the list without booking it by selecting the tick icon, which sends the same alert.
A work request also disappears from the list on its own once it's completed, or once the related job or phase is closed.
Hiding and restoring work requests
If you've already booked a work request but it's still showing as open, select the eye icon on the left of the list to hide it. It will drop off the list on the next refresh.
To bring hidden requests back into view, tick Display actioned work requests.
Viewing bookings made against a work request
Any resource bookings made from a work request appear on a new tab on the work request's own input form. This gives you a running record of exactly what's been scheduled against it, without needing to check the resource separately.
Creating a timesheet from a work request
If your agency uses work requests as work tickets or kanban-style tickets, the person doing the work can log their time directly from the request.
- Open the work request as it appears in your resource.
- Select Open Quick Timesheet.
- Check the job, phase and charge code, which are already filled in.
- Amend the date if you're not logging time for today.
- Enter the hours worked and a short description of the work done.
Timesheets logged this way appear on a new tab on the activity's input form, so you can see all the time booked against it in one place.
Setting up resource alerts
Select Preferences in the resource to control your own alerts. From here you can add an avatar to show against your bookings, and switch on alerts so you're notified by email and in the notification centre whenever a booking is added or edited.
Tips
- Use the eye icon rather than deleting a work request once it's booked. It keeps the record intact while tidying up your list.
- Switch on Req actioned as a habit. It saves the requester from chasing you to check whether their request has been picked up.
- If work requests double as work tickets, encourage the team to log time with Open Quick Timesheet rather than a separate timesheet entry. It keeps the job, phase and charge code consistent.
- Check the start and due date columns before booking. They're the quickest way to spot what needs scheduling first.