Purpose

This form enables the recording of any request that cannot be answered on the spot.

Anticipated Frequency

As required

This function enables the recording of a (full) Person Service Request and caters for the handling of both request responses and incoming email requests.

The function enables the linking of the Response Types FAQ and INFRMTN to a Service Request Enquiry Detail record. It also includes Response Types with System Response Categories RESP-TEXT and ATTACHMENT. The user can create a Service Request Response to be emailed or printed, comprising multiple FAQ, RESP-TEXT or ATTACHMENT responses or a mixture of all three. The user selects each Response Type from the Response Types defined for the context Service Request Category Type. FAQ indicators are also provided which the user can use to specify whether the FAQ Response only, the FAQ and FAQ Response or neither should be included in the response.

The Service Request Response record is created in the background as the user links FAQ, RESP-TEXT or ATTACHMENT Response Types to the enquiry detail. Any Response Types selected subsequently is added to the response. FAQs will only be included in a Service Request Response record if the FAQ Response or FAQ and Response are flagged for inclusion.

If the user removes a Response Type from a Service Request, it is removed from the Service Request Response if the response is unsent. The Service Request Response is deleted if all of its component Response Types are removed and the response has not yet been sent.

The Response Mode of the record defaults to Batch and the Response Method defaults to the Preferred Response Method of the Service Request. When a Service Request Response record exists, a lamp is displayed when the user accesses the form.

This function has buttons to the Maintain Service Request Responses function. This is only activated when any Service Request Responses, sent or unsent, exist for the Service Request.

When this form is accessed in context of a matched or unmatched Incoming Correspondence record from the Maintain Incoming Correspondence function, it will automatically link the correspondence record to the new Person Service Request record when it is saved. In the case of unmatched Incoming Correspondence, the function will also populate the Correspondence record with the relevant Person ID.

For matched correspondence, this function enables the creation of a new Request for an existing Person. For unmatched correspondence, it enables creation of a new Person record and a Service Request for the new Person.

This function also:

• Includes a button to the Maintain Service Request Incoming Correspondence function to display the Incoming Correspondence details associated with a Person Service Request, and remove linked correspondence if required.
• Displays a lamp indicating that a response has been sent to the Request Person (‘Response Sent’) or that a Response has been batched but not yet sent (‘Response Batched'). The System Service Request Status value ‘Batched’ has been deleted as a consequence of the addition of these two lamps.

This form is accessed from the main menu or the Person Service Request button in Record Service Request (SRMF1000) or the Create Person Service Request button in Maintain Incoming Correspondence (CORF3000).

The form starts up in Query Mode when accessed from the main menu:

• or Query Mode when accessed from SRMF1000 and in context of a Service Request.
• or Insert Mode when accessed from CORF3000 and in context of an Incoming Correspondence where the Incoming Correspondence Person ID is not null.
• or In Context when accessed from CORF3000 and in context of an Incoming Correspondence where the Incoming Correspondence Person ID in not null.
• or In Context when accessed from CORF3000 and in context of Person Service Request (in this case the form should be in query only mode, that is, not updatable. This is when the Request Details button is selected).

The Person block contains:

• Person ID
• Title (LOV)
• Surname
• Given Names
• Preferred Name
• Sex (Pop)
• Date of Birth
• Email Address

Buttons

• Find Person (ADMF1211)
• Addresses (ENRF3030)
• Enquiry Search (SRMF2100)

The Person Service Request block contains:

• Request ID
• Category (Pop)
• Request Status (Pop)
• Request Date
• Contact Method (Pop)
• Preferred Resp. Method (Pop)
• Priority (Pop)
• Target Response Dt
• Resolution Date
• Aborig/Torres St Is (Pop)
• Duration
• Days
• Hours/Mins

Buttons

• Comments (Overlay)
  • Comments
  • Back button
• Incoming Corresp. (SRMF2300)
• Response (SRMF2200)
• More (Overlay)
  • Person ID
  • Org Unit (LOV)
  • Name
  • Details
  • School
  • Find Person button(ADMF1211)
  • Back button

The Service Request Enquiry Detail block contains:

Buttons

• Comments (Overlay)
  • Comments
  • Back button
• Response Types (Overlay)
  • FAQ Tab
    • Response Type (LOV)
    • FAQ
    • Response
    • Incl FAQ and Resp check box
    • Incl Resp Only check box
    • Back button
  • Information Type Tab
    • Response Type (LOV)
    • Description
    • Back button
  • Response Text Tab
    • Response Type
    • Response Text
    • Back button
  • Attachment Tab
    • Response Type
    • File Name
    • Back button
• Courses (Overlay)
  • Course Code (LOV)
  • Version Number
  • Location Code (LOV)
  • Attendance Mode (LOV)
  • Attendance Type (LOV)
  • COP (LOV)
  • Title
  • Find Course button (ADMF1220)
  • Sector Icon
  • Back button

Tabs

General

• Enquiry ID
• Enquiry Type (LOV)
• Status (LOV)
• Description
• Workflow Reminder Period
• Workflow Escalation Period

Admission

• Enquiry ID
• Enquiry Type (LOV)
• Status (Pop)
• Academic Period (LOV)
• Admissions Period (LOV)
• Enquiry Source Type (LOV)
• Citizenship Category (Pop)
• Mature Age (Pop)
• Eligible for Admissions (Pop)
• Type of Course (Pop)
• Workflow Reminder Period
• Workflow Escalation Period
• Other Course

Rules/Notes:

Validations include:

• Request Owner must be a staff member and not deceased.
• Org Unit must be active.
• Once the Request Status is 'COMPLETED', the record cannot be updated.
• The Category Type must be defined for the System Service Request Category.
• The Enquiry Detail cannot be updated once the Status is 'COMPLETED'.
• If the Enquiry Detail Status is saved, only the owner can update the Service Request Category Type and Description.
• A closed Service Request Category Type cannot be used.
• The Course Enquiry and Type of Course cannot be recorded together.
• If the Response Type is not valid for the Enquiry Type, a warning is displayed.
• The current date must be between the Start and End Date of the Category Response Type.
• The Course Version must be 'ACTIVE'.
• The Course Offering Pattern Entry point and Offered indicator must = 'Y'.
• The Enquiry Detail Course can only be recorded where the Enquiry Detail has a Service Request Category Type with a System Category Type = 'ADM'.
• Academic Calendars, Admission Calendars, Enquiry Source Type, Type of Course, Mature Age, Eligible for Admission, Citizenship Type and Other Course can only be recorded where the Enquiry Detail has a Service Request Category Type with a System Category Type = 'ADMISSION'.
• Academic Period must be 'ACADEMIC'.
• The Academic Period must be 'ACTIVE'.
• Admission Period must be 'ADMISSION'.
• Academic Period must be entered before Admission Period, when entering a Category Type of 'ADMISSION'.
• Academic and Admission period detail must be populated for an Admission Enquiry.
• The Admission Period must be 'ACTIVE'.
• The Enquiry Source Type must not be closed.
• The Location must be 'CAMPUS'.
• The Location must not be closed.
• The Attendance Mode must not be closed.
• The Attendance Type must not be closed.
• The Course Offering Pattern must be current or future.
• An error if no priority for a Person Service Request.
• Service Request Status can only be set to 'COMPLETED' when there are Enquiry Detail records associated to the Service Request and at least one 'COMPLETED' and the rest are 'COMPLETED' or 'CANCELLED'.
• Service Request Status can only be set to 'CANCELLED' when there are Enquiry Detail records associated to the Service Request and they are all 'CANCELLED', or there are no Enquiry Details associated to the Service Request.
• Service Request status can only be set to INPROGRESS when there are enquiry detail records associated to the service request and their statuses are a mix of REGISTERED, CANCELLED, COMPLETED or ACTIVE.
• Service Request Status can only be set to 'REGISTERED' when there are no Enquiry Detail records associated to the Service Request, or, there are Enquiry Detail records associated to the Service Request and they are all 'REGISTERED'.
• An open Callista Workflow Process Type is not defined for the System Workflow Process Type of 'ENQUIRY'
• Person ID does not exist.
• Can only create a Service Request Response Type record for Enquiry Detail Response Types of FAQ, RESP-TXT and ATTACHMENT.
• Can only create a Service Request Response Type record for Enquiry Detail Response Types of FAQ where either the 'Include FAQ and Response' check box or the 'Include Response Only' check box are selected.
• The Incoming Correspondence Person ID must match the Service Request Person ID.
• Cannot delete an Enquiry Detail Response Type for a sent response.
• Only one of the FAQ indicators can be ticked at any one time.
• Error if click on Start button when a workflow has previously been created.

Person Block

The 'Addresses' button is only enabled when there is a Person ID context. It is disabled in all other scenarios.

The 'Enquiry Search' button is only enabled when the Person block is in query mode. It is disabled in all other instances.

Person Service Request Block

The Resolution Date is populated with the Current Date and Time when the Request Status is set to 'COMPLETED'.

The Duration is the difference between the Request Date and Resolution Date. These fields are populated when the Request Status is set to 'COMPLETED' (i.e. when both Request Date and Resolution Date is populated) with the number of Days, Hours and Minutes between Request Date and Resolution Date.

RESPONSE PENDING Lamp

This lamp will display when there are records that exist in the Service Request Response table and an associated record does not exist in the Service Request Outgoing Correspondence table

RESPONSE SENT Lamp

This lamp will display when records exist in the Service Request Response table and an associated record does exist in the Service Request Outgoing Correspondence table for every Service Request Response record.

This form will only display no lamp, the RESPONSE PENDING lamp or RESPONSE SENT lamp at any one time. It will never display a combination of two lamps.

The Incoming Corresp. button is only enabled if a record exists in the Service Request Incoming Correspondence table. This button is disabled in all other instances.

The Response button is only enabled if a record exists in the Service Request Response table. This button is disabled in all other instances.

Service Request Enquiry Detail Block

Workflow Overrides

On both Tab blocks are the Workflow Reminder Period and the Workflow Escalation Period fields. When these forms are displayed, the default values are displayed in these fields. If these values are overridden (updated), then the prompts are altered to Override Workflow Reminder Period and Override Workflow Escalation Period.

If a tab has a '+' sign, it means a record exists. If it has a '-' sign, a record does not exist.

Academic and Admission Period

When the Academic and Admission Period is not null, and the user returns to the Academic Period and makes a change, the Admission Period will be cleared (null). This is so the Academic and Admission Period are related.

Rules/Notes:

Creating a New Person

If the user create a new person, on saving the record (i.e. after the user clicks the save button, or any other means of saving, but before the record is actually saved to the database) the system should check to see if a person already exists in the system with the same surname and birth date as the recorded entered.

• The user should be displayed with the message,
  ‘Surname and Date of Birth match with another person.
  Do you wish to create this person?’

The user then has the options of ‘No’ and ‘Yes’.

Rules/Notes: