Helpdesk | Scribe


      The Synbiotix Helpdesk helps you to streamline task assignment across your facilities service. It's commonly used for portering, domestic, security and ad-hoc catering tasks. Operators and requesters can submit job requests, which are then directly dispatched to the designated resource via a mobile device.

      In this channel, you will find both scribes and videos to assist you in using the system effectively. If a process has Scribe and video, the video will be available within the Scribe.

      We are constantly striving to improve our training resources, and we value any feedback you may have. You can give feedback on a Scribe by clicking the smiley face icon in the bottom right corner of the screen.

      If you require help with a process not currently covered here, please let us know and we can produce it on demand.

      Operations Console

      Log a Job

      Log a Job (Services Hub)Log a Job (Requester)Log a Job (Operator)

      Operator and Administrator Functions

      Manually Assign or Remove a ResourceManually Change a Job Status or Cancel a JobManually Change Resource Status (Put on Meal Break)Recurring Jobs and SchedulesView Job and Task LogsRunning Helpdesk Reports

      Using the Helpdesk App


      Job and Task Administration

      At sites where the Helpdesk handles requests for various services, job categories are used to specify the service needed.

      For example, if you were requesting a patient move, you would select the "Porters" job category.

      If your site only uses the Helpdesk for a single service (e.g.: portering job requests only), you won't need to manage job categories.

      Add and Edit Job Categories

      Job priorities are used within the Helpdesk to assign importance to each task. Each priority level also has an expected response time, which feeds into your KPI reports.

      Priorities are especially important if you are using resource auto-allocation, as higher priority jobs will be pushed up the job queue.

      Add and Edit Job Priorities

      Certain jobs can be grouped within parent containers, which are used to organise similar types of jobs.

      For example, the parent container "Patient Move" might contain jobs such as "In Bed", "In Wheelchair" or "On Stretcher".

      Add a Parent ContainerEdit a Parent Container

      There are four different job types supported in the system: Regular Jobs, Security Check Jobs, Self-Logging Jobs and Multi-Step Jobs. Each Scribe below contains a detailed breakdown of every configuration available, so don't panic about the number of steps!

      Regular jobs cover most job requests. The resource will receive the job request and action it accordingly. These jobs may require moving a patient or package, fulfilling a request for stock (such as linen), performing a reactive cleaning task or performing a security.

      Add a Regular Job

      Security check jobs require the resource to go to multiple locations during the course of the job, and mark each location as attended. Security check jobs are commonly used for patrols.

      Add a Security Check Job

      Self-logging jobs can be raised by resources directly from their devices, without needing to contact the Helpdesk. These are usually used for on-the-spot reactive tasks like cleaning spills on a ward.

      Add a Self-Logging Job

      Multi-step jobs consist of several tasks, with each task being automatically generated once the previous task has been completed. They are particularly useful for tasks such as fog cleaning, which involve multiple steps: clearing the area, performing the cleaning, and cleaning the fog machine after use.

      Add a Multi-Step JobEdit a Job Type

      Other Helpdesk Administration

      Change Operations Console (Dashboard) ViewConfigure Hospital Group DefinitionsJob Equipment OptionsJob Types for Specific RolesManage Additional DevicesManage Custom Job OptionsManage External SitesSample Request OptionsSet a Helpdesk MessageTask Cancellation / Removal ReasonsAdd and Edit ZonesZone Matrix

      User Administration

      Add and Edit a Resource (Device User)Delete a Resource (Make a Device User Inactive)Assign Specialties to ResourcesAdd a Requester, Operator, or AdministratorLink a User to a Specific LocationReset User Password (Helpdesk)

      If you are unsure of which user administration process to follow, you may find the below video helpful:

      Location Administration

      To add new locations to the Helpdesk, you must first add the ward or room information.

      Add and Edit Wards (Helpdesk)Add and Edit Rooms (Helpdesk)

      Once the new locations have been added to the system, they then must be enabled for use within the Helpdesk

      Manage Helpdesk Locations
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