DEX Software Solutions - Application Suites

DEX Request
DEX Requests allows for the creation of internal help desk and project requests. It enables the assignment of staff and contractors to the requests, and tracks all activities associated with the requests, from request origination to final closure and disposition.  The solution streamlines team communication to improve resource management and enhance the overall internal help desk and project management processes.

DEX Requests Overview
DEX Requests is an internal help desk and project request management solution developed by DEX Systems, the IT solutions division of DEX.  DEX Requests is a streamlined and very easy to use front-end extension to the Oracle® E-Business suite, specifically designed for recording and tracking an unlimited variety of internal requests.

Designed as a virtual “help desk” for employees in all departments, DEX Requests is an easy-to-use and fully configurable software solution that gives users the option of generating new requests for assistance via Oracle forms or an intuitive web front-end.

When a new request is generated, it is automatically directed to the appropriate manager who can assign the request to the proper individual or work group for action.  Users can specify which manager receives these automatic notifications based on the type of request that was logged or the severity of the issue reported.  The person to whom the request has been assigned is immediately notified by e-mail, and the employee who created the request receives an immediate and automatic e-mail notification updating them about the initial routing of their request.  The progress is continuously monitored from this point forward to ensure that the requestor’s issue is resolved in a timely and thorough manner.

Figure 1: Requst entry Example

DEX Requests
DEX Requests can facilitate the processing of internal requests for assistance and support for virtually any reason.   Typical examples might include:

• Human Resources support for new employee set up
• Data entry support for building new customer database records
• IT support for hardware or software installations or upgrades
• IT support for PC or laptop problems
• Facilities support for new office set-ups

These are just some examples.  DEX Requests can manage any type of requests for internal support or assistance.

DEX Requests lets users define a hierarchical structure, including the top-level organization, areas within an organization, buildings within an area, and specific locations within a building.  Users can then further define the types of requests or work that would be anticipated, such as new employee set-up, data entry support, IT assistance, and office set-up, and more.  These hierarchical structures and types of work are user configurable so they can be defined to fit each client’s unique requirements.  Once defined, they are easily accessible in drop down lists.

An employee entering a request for assistance specifies what organization and area they belong to, what type of assistance they are requesting, and if appropriate, what specific device or facility for which they are requesting support.  The employee can further specify the importance or severity of their request, enter both a short and a lengthy description if needed, and indicate a need-by date. The requestor can also add attachments to the request, so Word documents, spreadsheets, photos, audio files, attachments of any kind that might be helpful to the people who ultimately work on the request can easily be made part of the request record.

Request Queue Management
Users can assign various roles for those who work with and manage the requests. Roles specify:

• Those who are responsible for actually resolving the requests, they are called “responders.”
• Those who “own” the request and are responsible for making sure it is properly handled to completion, they are designated “owners.”
• Those who can assign the request to appropriate individuals or departments for action, they are the “managers.”
• And those who have administrative and set-up authority in the request system, also known as “super-users.”

Any higher-level role can also act in any lower level role. For example, a manager can function as an owner or a responder as well as a manager.

When the manager assigns a request to an owner after a request is received, the owner can further assign that request to a responder in his group if appropriate, or the owner may work on it directly. (In some circumstances, in smaller organizations, for example, the manager may function as all three: the manager, the owner, and the responder).

The status of all requests is always easily available through a queue management screen. Management can easily sort and view all open requests by:

• Organization
• Area
• Severity
• Current Status
• Request Type
• Requestor
• Request Owner
• Created Date or Created Date Range

Figure 2: Request queue example

Those working on the request can add notes as appropriate, attach additional files and documentation as required, and update other relevant information such as commit date and close date and time. Request owners can also assign additional people to work on the request when needed.

Audit Trail
Every assignment, note, and update that is made to a request is captured and logged in an audit trail. This provides a complete record of each entry into the request record, from the time the request was originated to the time it was closed. Moreover, every time an update of any type is made to the request, the employee who generated the request receives an automatic e-mail notification alerting them to that update, so the requestor is always up-to-date about the status of their request for assistance.

Additionally, the module provides management statistics of all request activity by day, week, month, and year.

Improved Financials
DEX Requests includes the ability to define a high level budget for more lengthy project requests and to track actual labor, material, and expense costs for that project against that budget. The result is financial stability and the ability to quickly adapt to changing operational conditions and budgetary restrictions. Controlling costs during the process, rather than at the end of a fiscal period, improves the overall financial picture.

Consistent Process
Consistency is a hallmark of good process controls.  With the DEX Requests solution, the internal help desk and project request process is dependable and repeatable every time, enabling a uniform business operation.

DEX Systems – Your complete solution
DEX Systems, the IT division of DEX, was created to respond to real world problems within reverse logistics. To address those issues, DEX Systems developed application solutions that specifically tackles areas not handled by the basic Oracle modules.  As a result, DEX Systems now is able to provide a complete aftermarket solution that has been developed, tested, and used in support of hundreds of clients worldwide.  Our clients have the ability to select one or multiple applications based on their specifications, enjoying a “best in class” reverse logistics solution for all of their software needs.

Contact us to see how DEX’s Systems can build the right software solution for your logistic operations. Contact your sales representative or DEX Systems at 888-678-9201 for more information.