Pathway: Accounts > Accounts Request Management

The Account Request Management tool displays customer initiated Account Requests for all accounts. When the tool opens, all open requests display. Use the filtering options located along the top of the screen to limit what displays.

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.
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.

Complete an Account Request

Fields	Descriptions
Created On	The date the Request was received.
Created By	The person who made the request.
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 > 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 user. Status include: Open - The Request has not yet been handled or is being worked on and is not complete. Hold - The Request is put on hold to be handled later or needs more time to be completed. Completed - The Request has been handled. it will no longer show on this page. This was called out on the last 2 rounds of edits but wasn’t changed - Technically, it does still show on the page, but you have to use a filter to see it. For this I challenge you to play around with the tool to identify how a completed task can still be displayed.
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 request. When a customer creates a request, this is their note detailing the issue, the person assigned to the request does not add a note here.
Completion Note	Add a Completion Note detailing how the request was resolved for future referencing. ~~notes on the completion of this Request for anyone looking to see how it was solved.~~

Complete a Request

Double click on request you would like to work on.
Review the status, Reason Code and Notes about how to complete.
Select Complete from the Status drop down and the request will be archived. Completed requests can be viewed using the Status drop down options in the Account Request Management screen.
Include a completion note to explain how the request was solved and any notes to include for the customer.
Click Save to save the changes made.

Using Linked Items

This part of the tool links items needed to proceed with this account request by clicking the + icon and selecting what item or items you would like to link to this Account Request.

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 request.
Link Service Record	Link a Service Record associated with this request.
Link Invoice	Link an invoice needed for this request.
Link Credit Memo	Link a credit memo to be applied to this request.