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Pathway: Accounts > Accounts Request Management

The Account Request Management tool displays customer initiated Account Requests for all accounts. When By default, when the tool opens, all open requests displayrequests with an Open status are displayed. Use the filtering options located along the top of the screen to limit what displaysrequests display and review closed requests.

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Filter and Field Descriptions

Filter Options

Description

Division

Filters to display requests for the selected Division.

Assigned To

Filters to display requests assigned to the selected user.

Type

Filters to display requests matching the selected Type.

Status

Filters to display requests by their Status. Find completed requests by selecting from the options.

Fields

Descriptions

ID

Displays the system generated ID assigned to the request.

Type

Displays the customer selected reason for the request.

Assigned To

Displays the name of the user the request has been assigned to.

Date

Displays the date the request was created.

Account/Site

Displays the Account/Site ID and name.

Contact

Displays the name of the contact for the account. An email displays when the contacts email address was entered in the name field of the Add Contact tool for the account.

Note

Displays the note the customer entered in the request.

Completed By

Displays the name of the user who resolved the request and changed it to a Completed status.

Completed On

Displays the date a request was completed.

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Fields

Descriptions

Created On

The Timestamped with the date the Request was received.

Created By

The person Displays the name of the account contact who made the request. An email displays when the contacts email address was entered in the name field of the Add Contact tool for the account.

Type

Indicates the reason for the request and helps in identifying next steps (i.e. who the request should be assigned to).

*Note: Additional types Types are added in Setup > Account > Account Request Type.

Status

Indicates the current status of a request. All new requests display as Open and will remain open until changed by a system user.

Status' include:

  • Open - The Request has not yet been handled request is new or is actively being worked on and is not complete.

  • Hold - The Request is put on hold to be handled later or needs more time to be completedrequest has been reviewed and additional information is needed.

  • Completed - The Request request has been handledresolved. To view Completed Requests change the filter to Completed to view. You can view these on the account request page when ‘completed’ is selected from the status filter optionsCompleted requests can be reviewed using the Status filter on the Account Request Management screen.

Assigned To

The user assigned to the request.

Contact

Displays the name of the site contact. In some cases, an email displays if an email was entered in the name field of the Add/Edit Contact screen.

Reason Code

Identifies the request for internal purposes. Reason codes are created in Set Up > System > Reason Code.

Note

Any notes that have been added to the Request that will assist in this Request by the Customer when the request is made. This is a wordy sentence and should be reworded and cleaned up.

Completion Note

Add Option to add a Completion Note detailing how the request was resolved for future referencing.

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Linked Items links any items that accompany the request to proceed with this account request by clicking the + icon and selecting which item you need.

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