Pathway: Accounts > Accounts Request Management
The Account Request Management tool displays customer initiated Account Requests for all accounts. By default, all Open open requests display upon entry. Use the filtering options located along the top of the screen to limit which requests you would like displayed and review closed requests.
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Fields | Descriptions |
|---|---|
Created On | Timestamped with the date the Request was received. |
Created By | 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). 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 added to the Request that are detailing this Request by the Customer when madeDisplays the note entered by the customer. |
Completion Note | Option to add a Completion Note detailing how the request was resolved for future referencing. |
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Double click on request you would like to review.
Review the Status, Reason Code and Note.
Select Complete from the Status drop down AFTER the request has been resolved.
If the request is not resolved, it should remain in either an Open or Hold status. Include a Completion Note to record the resolution and any other notes relating to how the request was completed.
Click Save when finished.
Optional: Linked Items
Linked Items links any items that accompany the request to proceed with this account request by clicking will link any item needed to complete Request. Click the + icon and selecting select which item you need . - this is a run-on sentenceto link and they will display under Linked Items when saved.
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Linked Item | Descriptions | ||
|---|---|---|---|
Add Task | Option to add a task to needed complete 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 will pop up. The task will then be added to the calendar and you can select to repeat to set for multiple dates. | Add Appointment | Option to add an appointment for future followup‘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 pop up window will display. Appointments added here display in all appointment notifications and on screens where appointments are included for the assigned user. ‘Add Appointment’ window displays to create the appointment. Additional information about creating appointments can be found here: Add Appointment | ||
Link Task | Link Option to link an existing task that has been set for completing this on the account to the request. Upon selection, the Account Request Links window pops up with a list of Tasks created for this account show. Select which tasks you would like to link and 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 | Link Option to link an appointment that is related to this request and my provide additional informationexisting appointment on the account to the request. Upon selection, the Account Request Links window pops up with a list of Appointments created for this account show. Select which appointments a listing of pending appointments for the account will display. Select the appointment(s) you would like linked to link the request and then click save. | ||
Link Service Record | Link Option to link a Service Record that provides information for this from the account to the request. Upon selection, the Account Request Links window pops up with a list of Service Records for this account show. Select which service records you would like to link and 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 or related available invoice for the account to the completion of this request. Upon selection, the Account Request Links window pops up with a list of Invoices created for this account show. Select which invoice you would like to link and 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 on the account to the request. Upon selection, the Account Request Links window pops up with a list a listing of Credit Memos created for this the account showare displayed. Select which credit memos memo(s) you would like linked to link the request and then click save. |