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Service Request Glossary
This is the glossary for the Service Request Management facility.
| Field Name or Term | Description |
|---|---|
| Attachments | Attachments can be an additional information added to a response. For example, it can be images, letters, emails, etc. |
| Batch Email Response | This enables institutions to send email responses in batch mode. This may comprise a response contained in the body of an email, as well as one or more attachments. |
| Category Response Type | Clarifies the nature of the information to be provided to an enquirer. For example, Course, fees, accommodation, etc. |
| Correspondence Type | The type used when an email directed to the account is read and created as an Incoming Correspondence item. |
| Description | Description of an email account. |
| Enquiry | Enquiries can either be Admission Application Specific (ADM) or General (GEN). |
| Enquiry Citizenship Category | The value to be recorded of the enquirer. For example, domestic student, international, Aborigine/Torres Strait Islander, etc. |
| Enquiry Detail Status | A value to determine the status of an enquiry. For example, registered, active, on hold, completed, cancelled or batched. |
| Enquiry Source Type | The source of an inquiry. For example, advertisement, newspaper, school liaison activity, etc. |
| Immediate Email Response | Enables institutions to send a single email response immediately after the creation of a response. |
| Mailbox Sequence Number | A system-generated number. |
| Organisational Unit Service Request Category Details | Which unit or individual within an Organisational Unit is to be assigned to deal with particular categories of Service Requests. |
| Password | Mail server password. |
| Person Query Summary | Information about an individual enquirer (student), such as name, sex, date of birth, email address, etc |
| Person Service Request | Details on an individual making a request to an institution for information. See the Person Service Request block in Maintain Service Request Incoming Correspondence (SRMF2300). |
| Provider | Pop3 or imap |
| Quick Service Request | Queries that can be answered on the spot and do not require further action. |
| Record Enquiry Detail Response Type | This enables institutions to link one or more Response Types to a Service Request Enquiry Detail record. Frequently Asked Questions (FAQs) are examples of Response Types. |
| Record Full Service Request | Any information that cannot be answered on the spot, or where the person details of the enquirer need to be recorded. |
| Record Full Service Request Enquiry Details | This enables institutions to record Enquiry Details against a Service Request where the System Service Request Category Type is 'GEN'. Multiple Service Request Category Types can be recorded per Service Request. |
| Request Correspondence Configuration | This enables institutions to define configuration details relating to Request Correspondence. Correspondence types defined in CORF2110; the text to be used for the Subject of an email response, the name to be used for the Salutation and the Signature block text. |
| Server | The relevant mail server. |
| Service Request Reminder Details | Details to determine when reminders need to be sent or when tasks need to be escalated due to inactivity. |
| Service Request | A request to an institution, either through email, phone (including SMS and Voicemail), fax, letter or in-person for information. |
| Service Request Response | The institution's response to a request for information. |
| Username | Mail server user name. |
Last Modified on 30 May, 2012 9:22 AM
History Information
| Release Version | Project | Change to Document |
| 13.0 | 1701 - R13 upgrade | Removed references to Oracle workflow |