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SRMF1000 - Record Service Request
Purpose |
This records requests that can be answered on-the-spot and do not require further action |
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SubSystem | Enquiry Management | |
Normally Run by | Enquiry Specialist | |
Anticipated Frequency |
As required |
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Structure | Blocks | Service Request |
Service Request Enquiry Detail | ||
Enquiry Detail Comments | ||
Enquiry Detail Response Type (overlay) | ||
Tabs | FAQ | |
Information Type | ||
Buttons | Find Person (ADMF1211) | |
Person Service Request (SRMF2000) | ||
Incoming Corresp (SRMF2300) | ||
Comments (overlay) |
This form enables the user to record requests that can be answered on the spot and do not require further action. For these quick requests, it is only necessary to record the fact of the request and minimal other details for statistical purposes. The details of the person making the request are not recorded for a quick request. Not all Contact Methods are allowed for quick requests; this is configurable. For example, only Phone and In Person may be allowed. A quick request can comprise of several different Enquiry Detail records, each defined by a Service Request Category Type. For example, a student may have in the same request, a question about car parking, a question about enrolment dates and a question about library facilities. Multiple Response Types (see FAQ), can be linked to each Enquiry Detail record. Only Response Types pre-defined for the Service Request Category Type can be linked to each Enquiry Detail record. When accessed in context of an Incoming Correspondence record from CORF3000, it will check to see if the correspondence is already linked to a non-person Service Request. If it is, the form will be displayed in context of this request. If it is not linked, the form will open in insert mode. This form is accessed from the main menu or from Maintain Incoming Correspondence (CORF3000). |
The Service Request block contains:
Request Owner
The Service Request Enquiry Detail block contains:
The Enquiry Detail Response Type block contains: FAQ Tab
Information Type Tab
The Enquiry Detail Comments block contains:
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Notes: When a '+' appears next to the headings of the FAQ or Information Type tabs, a record exists to be viewed. The Comments button will have a lamp next to it if a record exists to be viewed. Greyed out fields or buttons mean that the function is not available. Validations include:
Person Service Request Button Dynamic – this button is disabled when the form is called in context of an Incoming Correspondence or when the Service Request has been associated to a person (i.e. the enquiry was created in this form, then the user accessed SRMF2000 in context of the Service Request and associates the Service Request to a person, then the user closes SRMF2000 and returns to this form, this button is disabled). The button is enabled at all other times. Incoming Corresp. Button Dynamic – this button is enabled if a record exists in the Service Request Incoming Correspondence table for the Service Request. This button is disabled in all other instances. Service Request Enquiry Block For the Enquiry Type, only general enquiries can be non-person-service requests. |
Field Source | Prompt | Display Type | Comments |
CATEGORY_RESPONSE_TYPE.FAQ | FAQ | Display Item | This is a mixed case field |
CATEGORY_RESPONSE_TYPE.RESPONSE | Response | Display Item | This is a mixed case field |
CATEGORY_RESPONSE_TYPE.DESCRIPTION | Description | Display Item | |
ENQUIRY_DETAIL.SERVICE_REQUEST_CAT_TYPE | Enquiry Type | Item | |
SERVICE_REQUEST.REQUEST_ID | Request ID | Display Item | You can query on this field but not insert, update or delete |
ENQUIRY_DETAIL.ENQUIRY_DETAIL_ID | Enquiry ID | Display Item | You can query on this field but not insert, update or delete |
SERVICE_REQUEST.REQUEST_DT | Request Date | Display Item | You can query on this field but not insert, update or delete |
SERVICE_REQUEST.DURATION | Duration | Display Item | Duration is split between days, hours and minutes |
Last Modified on 11 July, 2005