Purpose

This form records requests that can be answered on-the-spot and do not require further action.

Anticipated Frequency

As required

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 ID
• Category (Pop)
• Request Status (Pop)
• Request Date
• Contact Method (Pop)
• Duration Days
• Hours/Minutes

Request Owner

• Person ID
• Org List (LOV)

  Buttons

  • Find Person (ADMF1211)
  • Person Service Request (SRMF2000)
  • Incoming Corresp (SRMF2300)

The Service Request Enquiry Detail block contains:

• Enquiry ID
• Enquiry Type (LOV)
• Enquiry Status (Pop)
• Description

  Button

  • Comments (overlay)

The Enquiry Detail Response Type block contains:

FAQ Tab

• Response Type (LOV)
• FAQ
• Response

Information Type Tab

• Response Type (LOV)
• Description

The Enquiry Detail Comments block contains:

• Comments

  Button

  • Back

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:

• Non-person requests must have a status of COMPLETED
• Only contact methods flagged as 'Available for Non Person Service Requests' can be utilised in a non-person service request
• The Service Request Category Type must be defined
• Owning Person ID must be a staff member
• Owning person must not be deceased
• Org Unit must be ACTIVE
• Current Date must be on or between the Start and End Date of the Category Response Type
• User cannot update a Service Request once it has been assigned to a person
• Service Request Category Type record must not be closed.

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.