Pathway: Accounts > Accounts Request Management
The Account Request Management tool displays customer initiated Account Requests for all accounts. When the tool opensBy default, all open requests display upon entry. Use the filtering options located along the top of the screen to limit what displayswhich requests you would like displayed and review closed requests.
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Filter and Field Descriptions
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The following filter and field descriptions apply to the Account Request Management screen.
Filter/Field | Description | |
Filters | ||
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 from the Customer Portal. | |
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. | |
Complete an Account Request
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The following section applies to the individual account requests.
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Fields and Descriptions
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 contact's 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). Additional types are added in Setup Set up these Types in Set Up > 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:
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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 either by the person assigned to this or the person who submitted the requestDisplays the note entered by the customer. |
Completion Note | Add notes for details on the completion of this Request for anyone looking to see how it was solvedOption to add a Completion Note detailing how the request was resolved for future referencing. |
Complete a Request
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Completed requests can be viewed using the Status filter on the Account Request Management screen. |
Double click on request you would like to
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review.
Review the
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Status, Reason Code and
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Note.
Select Complete from the Status drop down
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AFTER the request
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has been resolved.
If the request is not resolved, it should remain in either an Open or Hold status. Include a
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Completion Note to record the resolution and any other notes relating to
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how the request was completed.
Click Save
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when finished.
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Optional: Linked Items
This part of the tool links items needed to proceed with this account request by clicking Linked Items will link any item needed to complete Request. Click the + icon and selecting what select which item or items you would like to link to this Account Requestneed to link and they will display under Linked Items when saved.
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Linked Item | Descriptions |
|---|---|
Add Task | Add a new task to this request. |
Add Appointment | Add a new appointment for this request. |
Link Task | Link an existing task that goes with this request. |
Link Appointment | Link an appointment that is set for this requestIf the request can not be immediately resolved and requires additional steps or resources to get involved, a task can be created to record what is needed and assigned to another user if necessary. Upon selection, the ‘Add Task’ window displays to create the task. Additional information about Tasks can be found here: Add Task |
Add Appointment | If the request requires future follow-up, an appointment should be created. Upon selection, the ‘Add Appointment’ window displays to create the appointment. Additional information about creating appointments can be found here: Add Appointment |
Link Task | Option to link an existing task on the account to the request. Upon selection, a listing of open tasks assigned to the account will display. Select the task(s) you would like linked to the request and then click save. |
Link Appointment | Option to link an existing appointment on the account to the request. Upon selection, a listing of pending appointments for the account will display. Select the appointment(s) you would like linked to the request and then click save. |
Link Service Record | Link Option to link a Service Record associated with this request.from the account to the request. Upon selection, a listing of service records for the account are displayed. Select the service record(s) you would like linked to the request and then click save. |
Link Invoice | Link Option to link an invoice needed for this requestavailable invoice for the account to the request. Upon selection, a listing of available invoices created for the account are displayed. Select the invoice(s) you would like linked to the request and then click save. |
Link Credit Memo | Link Option to link a credit memo to be applied to this requeston the account to the request. Upon selection, a listing of Credit Memos created for the account are displayed. Select which credit memo(s) you would like linked to the request and then click save. |