Capital One Network Management –
OneView Service Center (OVSC)
Detailed Reference Guide for Occupants
Jones Lang LaSalle
Prepared by:
Christina Rullo
Call Center Deployment Team Lead
Jones Lang LaSalle Americas, Inc.
Contents
1 About OneView Service Center 3
2 Accessing the OneView Service Center 3
3 The Home Page 3
3.1 Location 4
3.2 My Service Requests 4
3.3 All Service Requests 5
4 Creating a Service Request 5
4.1 The Service Request Information Page 7
4.2 The Service Request Details Page 8
5 Cancelling a Service Request 9
6 Adding a Location 10
7 Searching for a Service Request 10
7.1 Quick Search 10
7.2 Advance Search 11
Appendix A – Three-Tier List 12
Appendix B – Status Details 22
Appendix C – Terminology 23
Appendix D – OVSC Frequently Asked Questions 23
Appendix E – For More Information 23
1 About OneView Service Center
OneView Service Center (OVSC) is a web-based tool that allows facility occupants to view, create, change, cancel or close/complete facilities related requests.
2 Accessing the OneView Service Center
The OneView Service Center (OVSC) tool can be accessed through the pulse.
Step / Action / Result1 / Navigate to pulse, click on apps and then select Retail Bank Work Orders.
/ The Capital One Network Management OneView Service Center user home page will display.
3 The Home Page
The Home Page displays the current user’s location(s) and open service requests.
3.1 Location
The Location drop-down in the upper right portion of this screen defaults to the location that you have selected as your primary location.
3.2 My Service Requests
· All open service requests which you have created within the last 30 days are displayed under My Service Requests.
· The Date Opened, Request Number, Status, Description, Service Provider, Service Level and Location information is displayed.
· View more information about any Service Request by clicking on the Request Number.
· The Service Request Details page displays. For more information about the Service Request Details page click here.
3.3 All Service Requests
This area displays other open service requests created in the last 30 days for the location selected in the Location drop-down menu.
· Only the work order’s originator may open the request for editing.
· To view work orders for another location which you are assigned to, open the Location drop-down menu and select the desired location.
· If the desired location does not appear you can add it to your profile. For more information about the Adding a Location click here.
4 Creating a Service Request
The New Service Request form allows users to generate new work orders for facilities-related issues.
Step / Action / Result1 / On the Home page, select the location you would like to create a service request for in the Location drop down menu.
Note: If the desired location does not appear in this drop-down menu see Adding a Location below. / This will ensure the service request you are placing is created at the correct site.
2 / Click the New Request button located above the My Service Requests area of the page.
/ The Service Request form displays.
3 / A Service Request can be kept confidential by clicking the check box “Keep Request Confidential” located on the top right of the service request form.
/ This will prevent others from viewing the request in other occupants’ All Service Requests area.
4 / In the Service Location field, add pertinent location details, such as an office number.
/ The Service Location is where within the site the service is to be performed.
5 / If the type of work you are requesting is not contained within the Common Problem drop-down menu, select the link to open the full three-tier list (See Appendix A for full list).
· Select Work Type from the drop-down menu.
· Select a Category from the drop-down menu. The Category menu items are based on the Work Type selected.
· Select a Problem from the drop-down menu. The Problem menu items are based on the Category selected.
/ This selection will link your work order to the proper Service Provider.
6 / Answer the question Are you the Service Recipient? Notice that “Yes” is the detailed response. If you are not the Service Recipient click the “No” button adds the Service Recipient’s contact information.
/ The data you enter in this area will be appended to the description for reference purposes.
7 / Click the Submit Request button once the form is complete.
/ This will display the Service Request Information page.
4.1 The Service Request Information Page
This page will display the request number that has been assigned along with the title, work category and description.
Click the button. The Service Request Details page displays.
4.2 The Service Request Details Page
This page displays detailed information about the service request.
The Service Request status and date opened appear in the upper right corner of the page.
The Service Level assigned is determined by the work type chosen. The Status displays the condition of the work order (Appendix B for Status details).
Four options buttons appear on the Service Request Details Page. These are:
o Click the button if you no longer require the service you requested. For more information about Cancelling a Service Request click here.
Click the button if you need to enter additional details concerning the request or to request a status update on the request.
Type any notes and click the Update button when finished.
o Click to print this Service Request.
o The will not be used, however if clicked provides billing related information.
5 Cancelling a Service Request
Step / Action / Result1 / On the Home page, locate the request you need to cancel in the My Service Requests area and click the request number.
/ This will open the Service Request details page.
2 / Click the Cancel Request button.
/ This will open the Cancel Request page.
3 / Complete the Cancel Request form.
· Ensure the Select radio button is active.
· Ensure the Status is Cancelled
· In Notes type a reason for cancelling the request.
· Click the Cancel Request button
/ This will cancel the request.
4 / Click the Home to return to the Home page.
/ The service request will now appear with the status of Cancelled.
6 Adding a Location
As a building Occupant, you may need to make Service Request for more than one Location. To add an existing Location to your OneView Service Center account, take the following steps.
Step / Action / Result1 / On the Home page, click the Add button located to the right of the Select Account drop down menu.
/ This will open the My Account page.
2 / Ensuring the Add New Location check box is marked; use the drop down menus to locate the building you want to add.
/ This will select the new location to add.
3 / Click the Save Changes button.
/ This will save the new site to your profile.
7 Searching for a Service Request
7.1 Quick Search
The Quick Search feature can be used to search to filter your My Request or All Service request areas.
7.2 Advance Search
Step / Action / Result1 / On the top of the Home Page click Search
/ The Advance Search form will open.
2 / Using the drop-down menus () and radio button (), select the parameters for the search.
Note that you can choose to search within either all locations you are assigned to or within only selected sites. You can also search within multiple locations by holding down CTRL and click the locations you wish to search on.
/ This will set the Search parameters.
3 / Click the Search button.
/ The search results appear at the bottom of the screen.
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Appendix A – Three-Tier List
Universal Work Type HierarchyTrunk Name / Branch Name / Leaf Name
Building/Structure Repair & Maintenance / Air Conditioning and Heating / After-Hours Request
Building/Structure Repair & Maintenance / Air Conditioning and Heating / Air quality
Building/Structure Repair & Maintenance / Air Conditioning and Heating / Alarms
Building/Structure Repair & Maintenance / Air Conditioning and Heating / ATM Room
Building/Structure Repair & Maintenance / Air Conditioning and Heating / Leaks
Building/Structure Repair & Maintenance / Air Conditioning and Heating / No Heating Or Cooling/System Down
Building/Structure Repair & Maintenance / Air Conditioning and Heating / Noise
Building/Structure Repair & Maintenance / Air Conditioning and Heating / Server Room
Building/Structure Repair & Maintenance / Air Conditioning and Heating / Supplementary Unit
Building/Structure Repair & Maintenance / Air Conditioning and Heating / Too Cold
Building/Structure Repair & Maintenance / Air Conditioning and Heating / Too Hot
Building/Structure Repair & Maintenance / Air Conditioning and Heating / Vent Redirect Air Flow
Building/Structure Repair & Maintenance / ATM / Kiosk/Fascia
Building/Structure Repair & Maintenance / Carpentry/Handyman Services / Blind/Drape/Curtain New/Replace
Building/Structure Repair & Maintenance / Carpentry/Handyman Services / Blinds/Drapes/Curtains Repair/Maintenance
Building/Structure Repair & Maintenance / Carpentry/Handyman Services / Carpet Repair/Maintenance
Building/Structure Repair & Maintenance / Carpentry/Handyman Services / Ceiling Tile
Building/Structure Repair & Maintenance / Carpentry/Handyman Services / Countertops
Building/Structure Repair & Maintenance / Carpentry/Handyman Services / Dispenser Repair/Maintenance
Building/Structure Repair & Maintenance / Carpentry/Handyman Services / Floor Tiles Repair/Maintenance
Building/Structure Repair & Maintenance / Carpentry/Handyman Services / General Repair/Maintenance
Building/Structure Repair & Maintenance / Carpentry/Handyman Services / Hang Items
Building/Structure Repair & Maintenance / Carpentry/Handyman Services / Install New
Building/Structure Repair & Maintenance / Carpentry/Handyman Services / Railings
Building/Structure Repair & Maintenance / Carpentry/Handyman Services / Sanitary Dispenser Repair/Maintenance
Building/Structure Repair & Maintenance / Carpentry/Handyman Services / Shelving
Building/Structure Repair & Maintenance / Carpentry/Handyman Services / Skirting/Base Boards
Building/Structure Repair & Maintenance / Carpentry/Handyman Services / Walk Off Mat-Built In
Building/Structure Repair & Maintenance / Carpentry/Handyman Services / Wall Tiles Repair/Maintenance
Building/Structure Repair & Maintenance / Carpentry/Handyman Services / Woodwork
Building/Structure Repair & Maintenance / Doors / Automatic Door
Building/Structure Repair & Maintenance / Doors / Closer/Closure
Building/Structure Repair & Maintenance / Doors / Fire Door
Building/Structure Repair & Maintenance / Doors / Frames
Building/Structure Repair & Maintenance / Doors / Glass Door - Exterior
Building/Structure Repair & Maintenance / Doors / Glass Door - Interior
Building/Structure Repair & Maintenance / Doors / Hardware
Building/Structure Repair & Maintenance / Doors / Install New
Building/Structure Repair & Maintenance / Doors / Mantrap
Building/Structure Repair & Maintenance / Doors / Overhead/Roller Shutter Doors
Building/Structure Repair & Maintenance / Doors / Panic Bar
Building/Structure Repair & Maintenance / Doors / Plate/Saddle
Building/Structure Repair & Maintenance / Doors / Repair/Maintenance
Building/Structure Repair & Maintenance / Doors / Revolving
Building/Structure Repair & Maintenance / Doors / Security/Emergency Exit Door
Building/Structure Repair & Maintenance / Electrical / Breaker
Building/Structure Repair & Maintenance / Electrical / Data Cable Wiring
Building/Structure Repair & Maintenance / Electrical / Generator
Building/Structure Repair & Maintenance / Electrical / Generator Needs Fuel
Building/Structure Repair & Maintenance / Electrical / Install New Or Relocate
Building/Structure Repair & Maintenance / Electrical / Power Outage-Building
Building/Structure Repair & Maintenance / Electrical / Power Outage-GRID/Outside Surrounding Area
Building/Structure Repair & Maintenance / Electrical / Power Outage-Partial Floor/Area
Building/Structure Repair & Maintenance / Electrical / Repair/Maintenance
Building/Structure Repair & Maintenance / Electrical / Telephone Line
Building/Structure Repair & Maintenance / Elevator/Lift / Call Button Issue
Building/Structure Repair & Maintenance / Elevator/Lift / Dumbwaiter
Building/Structure Repair & Maintenance / Elevator/Lift / Elevator Door Problem
Building/Structure Repair & Maintenance / Elevator/Lift / Elevator Stuck
Building/Structure Repair & Maintenance / Elevator/Lift / Entrapment
Building/Structure Repair & Maintenance / Elevator/Lift / General Repair/Maintenance
Building/Structure Repair & Maintenance / Elevator/Lift / Inspect
Building/Structure Repair & Maintenance / Elevator/Lift / Lighting
Building/Structure Repair & Maintenance / Elevator/Lift / Music
Building/Structure Repair & Maintenance / Elevator/Lift / Not Levelling
Building/Structure Repair & Maintenance / Elevator/Lift / Phone Not Working
Building/Structure Repair & Maintenance / Elevator/Lift / Wheelchair/Platform Lift
Building/Structure Repair & Maintenance / Escalator / Escalator Not Moving
Building/Structure Repair & Maintenance / Escalator / General Repair/Maintenance
Building/Structure Repair & Maintenance / Escalator / Inspect
Building/Structure Repair & Maintenance / Glass Exterior / Board-Up
Building/Structure Repair & Maintenance / Glass Exterior / Caulking/Sealing
Building/Structure Repair & Maintenance / Glass Exterior / Cracked Or Broken
Building/Structure Repair & Maintenance / Glass Exterior / Frosting/Tinting
Building/Structure Repair & Maintenance / Glass Exterior / Replace/Repair
Building/Structure Repair & Maintenance / Glass Interior / Caulking/Sealing
Building/Structure Repair & Maintenance / Glass Interior / Cracked Or Broken
Building/Structure Repair & Maintenance / Glass Interior / Display Case Glass Broken
Building/Structure Repair & Maintenance / Glass Interior / Frosting/Tinting
Building/Structure Repair & Maintenance / Glass Interior / Mirror Replace/Repair
Building/Structure Repair & Maintenance / Glass Interior / Replace/Repair
Building/Structure Repair & Maintenance / Lighting Exterior / After-Hours Request/Schedule Change
Building/Structure Repair & Maintenance / Lighting Exterior / Canopy/Wall Pack Lighting