Helpdesk Reporting and Management System

Guides on how to use the system are also available once you log in and can be found by clicking on the help tab towards the top of the page then clicking on user guide.

Staff and Tenants Only

The University has invested in a new system to manage the reporting of estate related issues. 

Once registered, this will allow Staff, Student and Tenants (using any device) to directly report a fault or issue. Once the maintenance/repair/caretaking/cleaning request is logged you can check on progress, view records of all jobs submitted etc. directly.

A team with multiple employees can request a 'super user' profile so that one person can view all jobs submitted by their department.

Guides on how to use the system are available once you log in and can be found by clicking on the help tab towards the top of the page then clicking on user guide. 

For any enquiries or issues regarding the helpdesk please contact the Facilities Hub:

University of Wolverhampton

Science Park only

Jayne Hillyard

Telephone: 01902 32(1253)

Email J.A.Hillyard@wlv.ac.uk

All other Campuses

Kelly Hallaith

Telephone: 01902 32(2107)

Email Kelly.Hallaith@wlv.ac.uk

 

In order to use the Intranet facility you must first register as a user, you can do this by going to HRAMS register page and completing the registration details.

 

Please NOTE to be registered correctly:

Staff members are required to use their University email address to register with HRAMS.

Tenants to use their Company email address.

 

Once you have registered you should receive an Email giving you a Username (this will be your email address), Password and a link to HRAMS as confirmation that you have registered on the system.

(Tenants will be sent their email confirmation after approval from the System Administrator).

 

If you have any problems registering please contact Communication Services on ext. 2107 for assistance.

To use the system you can use the link provided in the email sent to you after registering or access the page via the HRAMS main page.

Select Organisation as Wolverhampton University - Helpdesk.

Then provide the Username name (your Email address) and Password stated in your registration confirmation email.

Once you have logged onto the system we recommend you can change your given Password to a new personal Password via Tools -> Change Password.

 

To raise a job simply click New Job on the home page and input the required information.

You can then see your requested job by going back to the home page via the Home icon on the top left-hand side of the page and clicking Search a Job.

HRAMS User Guide

If you have any problems registering please contact Communication Services on ext. 2107 for assistance.

MIF’s that were once requested using the Blue forms are now also input online through the HRAMS system.

Guides on how to make Minor Improvement Request are also available once you log in and can be found by clicking on the help tab towards the top of the page then clicking on user guide.

 

How to Request a Minor Improvement Request (MIR)

To request a MIR click on the Menu tab at top left of the screen, then choose Minor Improvement Requests, then New Minor Improvement requests.

You will then be sent to the Minor Improvement Request screen where it will ask for the following details:

* Budget Holder's Name & Email Address

* Proposed Start Date

* Description of Work

* And the Location

After you have filled in all the details click Next to view the final request form.

Once you are happy that the details are correct then click the Send for Approval button to send an email to the Budget Holder.

What the Budget Holder needs to do

The Budget Holder will then have the option to Approve or Reject the MIR.

If they Approve the MIR, they will be asked to fill out their Cost Centre and Work Order Code.

If they Reject the MIR, they will fill out the reason and an email will be sent to the Requestor with the details.

Approved MIRs by the Budget Holder

Once the Budget Holder approves the MIR it will be sent to the System Administrator who will assign the correct Technical Supervisor to review the MIR.

What the Technical Supervisor needs to do

After the Technical Supervisor receives the request email they will have the ability to either Approve or Reject the job.

Similar to the Budget Holder, the Technical Supervisor has the ability to reject the job if they feel cause is needed. They will then be asked to fill out the reason behind the decision and both the Budget Holder and the Requestor will be sent an email with the details.

The Technical Supervisor can add any note, sketches drawing and quotes to the MIR before approval. Once they approve the request, the MIR will be emailed back to the Budget Holder for final approval.

Final Approval

The Budget Holder can then view the notes, sketches and quotes added by the Technical Supervisor before making a final decision.

If they Reject the MIR, they will fill out the reason and an email will be sent to the Requestor and the Technical Supervisor with the details.

If they Approve the MIR, the job will be sent to the Technical Supervisor to convert the request into a Helpdesk job.

Students Portal

In order to use the Intranet facility you must first register as a user, you can do this by going to HRAMS Student Page and completing the registration details.

 

Please NOTE to be registered correctly you are required to use your University Student email address to register with HRAMS.

 

Once you have registered you should receive an Email giving you a Username (this will be your email address) and Password

To use the system go to the HRAMS Student Page.

Select Login, then provide your Username name (your Email address) and Password stated in your registration confirmation email.

Once you have logged onto the system we recommend you can change your given Password to a new personal Password via Edit Profile.

 

To raise a job simply click New Job on the home page and input the required information.

You can then see your requested job by going back to the home page via the Home icon on the top left-hand side of the page and clicking Search a Job.

Visitor Management

Staff can now also book Visitors in via the HRAMS system. Allowing Reception staff to be informed of a pending visit as well as the requestor when their visitor arrives.

To create a visit on the system, first log into HRAMS and then click on the 'Visitor Management' tab at the top of the page, then choose 'New visitor'.

It will then ask you to fill out the following details:

* The 'Requestor' - This will automatically populate your details

* Visit Start and End date

* The Start and End time

* Where the visit is taking place

* Any other additional information that you might want Receptionist staff to know prior to the visit.

Once you are happy with all the information filled out then please click 'next'.

This will now bring you to the Visit Details screen, where you can log multiple visitors to this visit.

 

To add visitors to the Visit you have created simply click on the 'Add Visitor' button at the bottom left of the screen Visit. It will look like a person with a green plus sign next to it.

This will take you to the Visitor Search page, where you can either search previous visitors you have added to the system or add a New Visitor.

To add a new visitor, simply click the 'New Visitor' button on the page.

Then simply fill out the following details:

* Forename

* Surname

* Company (if they are a visitor and have no company then please just write in the word Visitor. Alternatively if they are a contractor please fill out the company name they work for).

* Visitor Type (you can select between Contractor or Visitor).

 

You do not have to fill out the Telephone, Email or Address of the Visitor.

However we do need the GDPR Consent box ticked and whether you want the Visitor information deleted after 30 Days by choosing either Yes or No in the drop down box for the Anonymise after 30 Days option.

 

Once you are happy with the details then click Save and this will add the visitor to the Visit.

You can add another visitor to the visit by clicking the 'Add Another' option or click 'Close' to go back to the Visit Details Screen.

You can also Edit or Delete visitors from a Visit by clicking on the pencil (edit) or the red 'X' (delete) in the Visit Details Screen, next to the Visitor's name.

When the Visitor arrives they can go to any Welcome Access Point where a Receptionist will log the Visitor's arrival (notifying the requestor via an automatic email).

The Receptionist will then print off a temporary pass for the visitor and call the Requestor to notify them of their arrival and where they can be collected from.