EmployeeWorks now includes two key ITSM enhancements. Employees can see outages as they happen, or join the Tech Lounge queue from their home page without leaving EmployeeWorks.

 

https://www.youtube.com/embed/3-QH2g06gvU

 

Service status

Service status shows employees the health of the services they use, so they know about outages before they report them.

• Home page alerts: The banner shows active outages, degradations, and planned maintenance for the highest-criticality services. It appears for all users and shows the three most recently updated events.

 

• All services page: Services are grouped by status: outage, degraded, under maintenance, and operational. Each service shows a five-day trend.

 

• Service details: Select a service to see its event timeline, including upcoming maintenance and events from the past 90 days.

 

• Subscriptions: Subscribe to a service to receive email and push notifications about future outages or maintenance.
• Ask Otto: Select Ask Otto on the banner to get a summary of active outages for the services you can access.

Tech Lounge walk-up

Tech Lounge gives employees one place to check in for in-person or remote IT help, book a visit, or find a fix before they go in.

• Home page access: Select Tech Lounge to see your location, its hours, and the current walk-in queue. Your selected location is remembered for your next visit.
• Suggested fixes: Describe your issue, and Otto suggests knowledge articles and a generated answer that may resolve it without a visit.
• Walk-in check-in: Choose a reason for your visit, describe the issue, and check in. The confirmation screen shows your place in the queue and estimated wait time, and both update automatically.
• Appointments: Choose an in-person or remote appointment, then pick an open time slot. From the confirmation screen, you can add the appointment to your calendar, edit it, or cancel it.
• Email updates: Get updates on technician assignment, spot status, and queue position.
• Chat with Otto: Describe your visit in plain language, such as “my laptop is flickering, book a Tech Lounge visit tomorrow at 3 pm.” Otto confirms the details in the conversation and then books the visit or checks you in.

 

Your administrator can rename Tech Lounge to match the name your organization uses.

How to enable

Before you begin, confirm the following:

• Plugin: Install the Employee Slate for ITSM plugin. It requires Australia Patch 3 or later.
• Moveworks integration: To use Ask Otto and chat-based Tech Lounge visits, install the Outage Lookup and IT Walk-up Visits plugins from the Moveworks Marketplace.

 

Refer to product documentation on Employee Slate for ITSM for further details.