0002 ARMA Clerk User Guide.pdf
PDF 1 MB Posted
- Attached to
- Service Order Desk Contract
- Solicitation number
- W911RZ-26-Q-A007
About this file
This is a user guide for the DPW Clerk system, which is a web-based application for managing Army housing maintenance requests. The guide is not a federal contract document but rather internal operational documentation prepared by SOFTACT Solutions, LLC in October 2021.
The guide provides instructions for DPW Clerks to access and manage maintenance cases through the ArMA (US Army Maintenance Application) portal at https://dpw.armymaintenance.com. Key operational functions include: triaging new cases by reviewing requester and location information and marking triage as complete to generate GFEBS notifications; communicating with residents through the case system using visible and internal-only comment sections; relating similar cases by designating parent and child cases when multiple residents report the same issue; and resolving cases using one of three resolution codes (Resolved – Work Order, Resolved – RFI No Work Order, or Not Supported). The system automatically sends email notifications to residents when cases are created, receive comments, are resolved, or are closed seven days after resolution. Cases can be reopened within seven days if residents are unsatisfied, and automatically close after seven days without further editing capability. The guide also covers dashboard navigation, filtering and sorting capabilities, GFEBS integration for work order creation, and procedures for forwarding resident-provided photographs to DPW technicians and foremen who work within the separate GFEBS system.
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Text version
DPW Clerk User Guide
DPW LOGIN SITE:
https://dpw.armymaintenance.com
Version
Prepared by SOFTACT Solutions, LLC
October 15, 2021
DPW Clerk Quick Reference Guide v4.0
For Official Use Only DPW Access: https://dpw.armymaintenance.com Page 2
Table of Contents
Page Number Topic 3 Using the Dashboard and finding Cases to work on 4 Closer look at the Case screen 5 Communicating with the Resident using the Case and ArMA Portal 6 Relating similar Cases (maintenance requests for the same issue) 6 Resolving a Case 7 Using Lists and Filters
For Official Use Only DPW Access: https://dpw.armymaintenance.com Page 3
CASE: A Request from a Resident for
Service, Assigned to DPW Clerk
SERVICE ORDER (DMO): The ticket a DPW Clerk generates for assignment to a DPW Technician for work If Needed
Tips!
• Totals at top of dashboard are CLICKABLE!
• ArMA Logo at top left will ALWAYS go to Homepage
• Use Global Search to find any Case, Caller or text (incl GFEBS)
• Use * as a wildcard throughout the application when searching
• Right mouse click everywhere to see multiple options
USEFUL ICONS
Additional Actions Menu aka “Hamburger”
Information icon
Click = additional details
Toggle Templates On/Off
Personalize options
Personalize options
Use the Filter
Favorites
History
Global Search
Cases Needing Triage
Cases Assigned to Me
Hide Nav Bar
For Official Use Only DPW Access: https://dpw.armymaintenance.com Page 4
Triage a New Case: Review Requester & Location Information: Check Triage complete
• ‘Triage complete’ is required to generate a GFEBS notification.
• You can only assign cases to yourself if you are part of the assignment group.
• Update the Priority if needed.
• Use GFEBS button for a pop up to copy and paste to GFEBS.
W H
O
CONFIRM &
UPDATE
TRIAGE
WHAT
YOUR NAME
ANYTHING YOU TYPE HERE WILL BE SEEN BY THE RESIDENT
Show Both
Toggle
WHO
WHERE
For Official Use Only DPW Access: https://dpw.armymaintenance.com Page 5
Use Request Info button to get additional information from the Resident
SAVE CHANGES to Cases: 2 options
1. Update Button will save and take you back to the previous screen
2. Save (in “Hamburger”) will Save and STAY on current screen
(skip to below)
Type your question to the Resident here (required for Request Info)
DPW only comments (optional at any time)
Showing both
------ Awaiting Info
System automatically updates when
Resident responds
For Official Use Only DPW Access: https://dpw.armymaintenance.com Page 6
Resolve the Case when the work has been done:
Tech Dispatched to complete work?
Use “Resolved – Work Order” No Tech necessary?
Use “Resolved – RFI No Work Order” Not Supported by DPW?
Use Templates (top to toggle, bottom to use) for canned responses
Required for closure – WILL BE SENT to Resident
Relating similar Cases – Use the Parent field
When a significant issue occurs and multiple people are reporting the same thing (like a power outage), link cases together by selecting one as the parent and make the remainder “children”.
Use “Child Cases” Related List at bottom of Parent
Case to view all “children”
Search for another case
Email Example to Resident:
Residents receive emails when:
• Case is created
• Case has a new comment
• Case is resolved or cancelled
• Case is Closed (7 days after resolution) for Survey
• RESOLVED means DPW did the work to complete the Request
• Case can be REOPENED from a Resolved state within SEVEN (7) days if the Resident is not satisfied
• After SEVEN (7) days the Case automatically changes to CLOSED and cannot be edited by ANYONE
• If the resident calls back after 7 days, CREATE a new case
For Official Use Only DPW Access: https://dpw.armymaintenance.com Page 7
Using Lists and Filters
Current Sort
Hold [Ctrl] to select more than one
• You can sort any list by clicking on the column title, click again for reverse sort
• Right mouse click on ANY value to do a quick filter: Show Matching or Filter Out o Ability to add multiple filters and “breadcrumbs” will show in blue at the top:
o Example: Show Matching followed by two Filter Outs
• Personalize your columns and other options by clicking the Gear in the upper left corner
• Toggle the Filter for more advanced queries (see below), Save and Reuse queries
For Official Use Only DPW Access: https://dpw.armymaintenance.com Page 8
Forwarding Pictures
DPW Technicians need access to the pictures provided by the resident. However, they are not necessarily working within the ArMA system since work orders/DMOs are still managed within
GFEBS.
Use this UI Action to forward resident provided pictures to DPW foremen and technicians.
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