➤ Product: OfficeRnD Workplace
➤ Who: Admins
➤ Where: On the Admin Portal, under Settings > Workplace Services and Communication > Workplace Services
➤ Availability: Professional and Enterprise Workplace plans
When an employee books a meeting room and then emails a colleague about lunch or a projector, the request is easy to lose. Meeting services attach each service request to its booking. The admin who handles the service gets the request and updates its status until the service is ready.
Each type of service, such as catering, is a service category with its own request form. Employees request a service when they book a desk or a meeting room on the Web Portal. You review and fulfill the requests on the Admin Portal.
In this article:
Offer catering only in some locations or only to some teams
Who gets a notification when an employee submits a request
What employees can change after they submit a request
Which bookings and apps cannot have meeting services
How meeting services work
A service category is 1 type of service that employees can request, such as catering or A/V equipment. Each service category has its own request form, with a maximum of 5 fields. Each service category also has its own rules for locations, resource types, teams, and notifications. You can create more than 1 service category of the same type. For example, you can create 1 catering category for each office menu.
An employee adds a service request to a booking. The booking can be for any resource type that the service category allows, such as a meeting room or a hot desk. 1 booking can have many service requests. For example, 1 meeting room booking can have 1 catering request and 1 A/V equipment request.
Create a service category
Employees can request only the services that a service category defines. To create or edit a service category:
Go to Settings > Workplace Services, and open the Meeting Services tab. Each card on the tab is 1 service category.
To edit a service category, click Edit on its card. To create a service category, click Add New Category.
Enter a name and any special instructions for the service category.
Add the fields that employees complete when they request the service. You can add a maximum of 5 fields. Each field has 1 of these types:
Text.
Time, for example, a delivery time.
Single-choice list or multi-choice list. For each list item, you set a fixed quantity, or the employee chooses the quantity.
Choose the locations and resource types that offer the service, the teams that can request it, and the admins who get a notification.
Review the setup, and click Create Category.
In step 5, these fields control where the service is available and who hears about each request:
Field | Accepts | Does not accept |
Available In | Resource types, such as meeting rooms and hot desks | Individual resources, such as 1 specific meeting room |
Available For | Teams, or Everyone (all employees) | Individual employees |
Who should be notified | Individual admins | Admin teams |
You can choose different admins for different locations. For example, 1 admin gets catering requests in London, and another admin gets catering requests in New York.
Offer a service only to some employees
The Available For field accepts teams, but not individual employees. To offer a service to a group of employees from different teams, give the group its own team. Then add that team to each employee in the group as an additional team.
Important: If you sync employees with Google Directory Sync, employees cannot have additional teams. This method then does not work.
Each employee keeps their primary team, so their other team settings do not change. To give the group its own team:
Create a team for the group. Create a team →
Open the profile of each employee in the group, and add the new team under Add additional teams.
Open the service category, and select the new team in Available For.
Show the Service Requests page to employees
The service category now exists, but employees also need a place to follow each request. The Service Requests page on the Web Portal shows each employee their requests, the status of each request, and the comments. To show the page:
Go to Settings > Advanced Settings > Employee Apps.
Open the Apps Pages tab.
Turn on Service Requests.
Click Update.
How do employees request a service?
With the page on, employees can request a service and follow it. An employee requests a service in the New Booking dialog on the Web Portal when they create the booking. The employee can also add a service request later. To do this, the employee edits the booking. When an employee edits a booking to add a service request, the assignee gets a notification and can update the service request.
After an employee submits a service request, the employee cannot edit the service request. To ask for a change, the employee adds a comment on the Profile > Service Requests page. Each comment goes to the assignee of the service request. The employee can still edit the booking itself, for example, its time. To explain what the booking change means for the service, the employee adds a comment.
Review and fulfill service requests
Each submitted service request now waits for an admin. Go to Communication > Workplace Services on the Admin Portal. Each service category has its own tab. A red badge on a tab shows the number of new service requests on that tab.
Use the next table to manage each service request:
To do this | Do this |
Find a service request | Filter by Status, Booking Date, Assignee, Priority, or Requester. |
Read the details and the comments | Click the service request. Its details page opens. |
Edit a service request | Click the service request, and edit it on its details page. |
Change the status | Click the Status button, and select the new status. |
Assign the service request to an admin | Select the admin in the assignee drop-down menu. |
Export service requests | Click Export. Workplace exports the service requests as a CSV file. |
FAQs
Can employees add meeting services to a recurring booking?
Employees cannot add meeting services to a recurring booking. A service request must go on a booking that does not repeat.
Can I offer a service in only 1 meeting room?
You cannot offer a service category in individual meeting rooms or desks. The Available In field accepts resource types only, such as meeting rooms or hot desks. Each resource of the selected type in the selected locations offers the service.
Can I send request notifications to an admin team?
You cannot send service request notifications to an admin team. The Who should be notified field accepts individual admins only. To notify more than 1 admin about a service category, add each admin to the field.
Can employees request a service at the kiosk?
Employees cannot add meeting services at a Workplace kiosk. Employees add meeting services on the Web Portal.