B08_RFQ_TE7_W912PF20Q0057_ArMA - Clerk User Guide v2_20201202.pdf

DPW Clerk User Guide

Version 1.0 Prepared by SOFTACT Solutions, LLC

December 1, 2020

DPW Clerk Quick Reference Guide v1.0

For Official Use Only 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 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, Resident 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

Hide Left Nav Menu

Global Search

New Cases needing Triage

Cases Assigned to You

For Official Use Only Page 4

Triage a New Case: Read Yellow sections, Update Green sections

• 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 he re ha t ho

Your Name

Anything you type here WILL be seen by the Resident Toggle Show both

Log Filter

For Official Use Only 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 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 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