Pathway: Accounts > Accounts Request Management

The Account Request Management tool displays customer initiated Account Requests for all accounts. By default, all 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.

Filter and Field Descriptions

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
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

The following section applies to the individual account requests.

Fields and Descriptions

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: Open - The request is new or is actively being worked. Hold - The request has been reviewed and additional information is needed. Completed - The request has been resolved. Completed 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 added to the Request that are detailing this Request by the Customer when made.
Completion Note	Option to add a Completion Note detailing how the request was resolved for future referencing.

Complete a Request

Completed requests can be viewed using the Status filter on the Account Request Management screen.

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 will link any item needed to complete Request. Click the + icon and select which item you need to link and they will display under Linked Items when saved.

Linked Item	Descriptions
Add Task	Option to add a task to needed complete this request. Upon selection, the Add Task window will display. The task will then be added to the calendar and you can select to repeat to set for multiple dates. - this wording could be cleaned up.
Add Appointment	Option to add an appointment for future followup. Upon selection, the Add Appointment window will display. Appointments added here display in all appointment notifications and on screens where appointments are included for the assigned user.
Link Task	Link an existing task that has been set for completing this request. Upon selection, the Account Request Links window will display with a list of tasks created for this account. Select which tasks you would like to link and save.
Link Appointment	Link an appointment related to this request and my provide additional information. Upon selection, the Account Request Links window will displays with a list of Appointments created for this account. Select which appointments you would like to link and save.
Link Service Record	Link a Service Record that provides information for this request. Upon selection, the Account Request Links window will display with a list of Service Records for this account. Select which service records you would like to link and save.
Link Invoice	Link an invoice needed or related to the completion of this request. Upon selection, the Account Request Links window will display with a list of Invoices created for this account. Select which invoice you would like to link and save.
Link Credit Memo	Link a credit memo to be applied to this request. Upon selection, the Account Request Links window will display with a list of Credit Memos created for this account. Select which credit memos you would like to link and save.