Purpose

This form allows users to view details of responses to Service Requests.

Anticipated Frequency

As required

This function enables the user to view details of the responses to Service Requests. This includes responses that have been sent and those that have been created but not yet sent. If there is an unsent response for a Service Request, it is displayed first, followed by sent responses in descending order of Issue Date. The Issue Date and Correspondence Item Reference Number are displayed for sent Service Request Responses. If a response is sent multiple times, the latest Issue Date is used for sorting and a link is provided which displays the issue date and Correspondence Item Reference Number for each issue.

The Enquiry Detail ID, Enquiry Type and linked Response Types of System Response Category, 'FAQ', 'RESP-TEXT' and/or 'ATTACHMENT' are displayed for each enquiry detail record in the Service Request. Multiple Response Types can be listed for each Enquiry detail.

For a response that has not yet been sent:

• The user can specify whether the service request is to be completed once all its linked Response Types of System Response Category FAQ (where the FAQ Response is flagged for inclusion), 'RESP-TEXT' and/or 'ATTACHMENT' have been sent. If the user selects this option and not all the Response Types have been sent or set to Include in Response, a warning is displayed, informing the user that the request will not be completed until all the Response Types have been sent. If the user selects this option and there are Enquiry Detail records in the Service request that are not completed or cancelled, and that do not have Responses, a warning is displayed informing the user that all Enquiry Details will be completed.

This form is accessed from the Response button in the Person Service Request block of Record Person Service Request (SRMF2000).

The Person Service Request block contains:

• Person ID
• Request ID
• Category
• Status
• Request Date

The Service Request Response block contains:

• Response ID
• Response Mode (Pop)
• Response Method (Pop)
• Complete check box
• Correspondence Type
• Reference Number
• Issue Date

Buttons

• Multiple Issues (Overlay)
  • Correspondence Type
  • Reference Number
  • Issue Date
  • Back Button
• Preview (Overlay)
  • Preview
  • Back button
• Send

The Response Types block contains:

• Enquiry ID
• Enquiry Type
• Enquiry Status
• System Response Type
• Response Type
• Order
• File Name

Button

• Display (Overlay)
  • Response Text/FAQ and Response
  • Back Button

Rules/Notes:

Validations include:

• Warn if the Complete check box is selected and other Service Request Responses exist that have not been sent
• Warn if the Response Method is not set at 'EMAIL' if the response contains an attachment
• Error if Display button clicked for an attachment
• If the Response Method is 'EMAIL', then warn if response is greater than two billion characters

The Person Service Request Block

This block is the same as the Person Service Request block in SRMF2300.

The Service Request Response Block

For each Service Request Response, the latest matching Outgoing Correspondence record is shown, with other matching Outgoing Correspondence records displayed in the Multiple Issues overlay when the button is selected.

The Send button is only enabled when the Response Method is 'EMAIL' or 'MAIL', 'FAX' or 'IN PERSON' and there are no System Response Types of 'ATTACHMENT', and the Response Mode is 'IMMEDIATE'. Once the Send button is selected, and a response has been processed, the prompt changes to 'Resend'.

Regarding the Send button, if the preferred Response Method is 'EMAIL' ,then SRMJ0020 is run. If the preferred Response Method is 'MAIL', 'FAX' or 'IN PERSON', then SRMJ0030 is run.

The Response Types Block

All fields in this block are display only. The only field that can be updated is the Response Order. This can be updated by changing the order of records in the block by using the up and down arrows.

File Name

The File Name field is like any overflow. The file name will always be displayed if the System Response Type is ATTACHMENT. This field will display the Category Response Type File Name field. If the System Response Type is not 'ATTACHMENT', then this field will have no value.

Regarding the Display button, if the System Response Type is 'RESP-TXT', then the heading shown is 'Response Text'. If the System Response Type is 'FAQ', then the 'FAQ and Response' heading is shown. If the System Response Type is 'ATTACHMENT', then the file name is displayed.

Note: Only the first 32,000 characters of text are shown in a displayed response.