To Log a Request

You can log a request and assign it to a support officer or group by selecting this menu option. There are two ways in which a request can be logged:

Logging a Request

To log a request using the standard request page, follow these steps:

  1. Select the Log a Request menu option. The Log a Request page is displayed.
  2. From the Template list, select a workflow template for your request. Note that this field is mandatory.
  3. In the Service field, specify the service for the request you are logging.
  4. From the Type list, select the Problem type for your request.
  5. From the Priority list, select the priority for your request.
  6. In the Description area, type the details of the request you are logging.
  7. If configured, you can select the Send Email or Send Pager option for the request.

Send Email will send an email message to and Send Pager will transmit a paging notification to the officer to whom the request is assigned.

  1. If you have screen shots or additional information relating to your request contained in a file, you have the option to attach the file to your request. To attach a file to your request, use the Attach File option. Click Browse… and select the file you want to attach.

Attaching a file is also known as attaching an object. You can attach an object to the request at a later stage by selecting the Attach Objects to Your Requests menu option.

  1. From the Forward To list, select the support officer or group to whom your request should be assigned. If an officer or group has already been specified in the template, you need not select an officer or group from this list. However, if a recipient has not been specified in the template, you must select one here. This is a mandatory field, and unless completed, the system will not enable you to proceed.
  2. Click Submit to submit the request. The request is forwarded to the selected support officer or group you selected in the previous step. Once you have submitted your request, the system will display an acknowledgement with the Request No and a summary of the request that you logged.  To defer the form for later submission, click Submit Later. If an object is attached or a service is selected on the form, the object will be uploaded and the service linked when the Submit Later button is clicked. Note that if you select Submit Later, the value selected in the Forward To field will not be saved. When you re-open the form for submission, you will need to select a value for this field again. The object/service will be displayed as a hyperlink when the form is re-opened.
    When the Submit Later button is clicked, the details of the fields you have completed are displayed and the link Edit/Submit this Request is displayed below the fields. Click this link to re-open the submission form. Alternative, this form can be accessed via the Review Past/Current Requests by selecting the Not Submitted option.

Officers linked to customers can log on to the Portal and log Requests on behalf of the customer. However, they cannot action associated approvals even if these are assigned to them. They can only view these approvals via the Request itself.

 

Any Request logged via the Customer Portal will automatically send an email confirmation to the Customer.

Logging a Request via a Submission Form

Workflow templates may have request submission forms linked to them. Selecting the Log a Request option displays all the submission forms to which you have access. Access to submission forms is determined by the access to the linked workflow template. If your Customer Portal security role has access to a workflow template, you will have access to the corresponding Portal submission form. Each submission form listed on the Log a Request page is a hyperlink. To log a request using a submission form, follow these steps:

  1. To select a submission form to log a request, click the hyperlink for the required form. The submission form is displayed.
  2. Complete the fields on the submission form. Some fields may have been made mandatory. Ensure that the mandatory fields have been completed.

Mandatory dropdown lists or multi-select lists will not initially display a default value. QD fields will not initially display a default value, regardless of if they are mandatory or not.

  1. If a field has been added for uploading a file, it will be displayed with a Browse button. To upload a file, click Browse.  The Choose File dialog box is displayed. Navigate to the folder where the file to be uploaded is located. Select the file and click Open. The selected file is uploaded.
  2. It is mandatory to forward a submission form to an officer or group for further processing.  From the Forward To list, select the officer or group to whom the form must be forwarded. If the officer to whom (or group to which) the request must be forwarded has already been specified in the workflow template, you can see the officer/group in the Forward To list. Select the required officer/group.
  3. Click Submit. infraEnterprise will create a new request based on the details supplied in the submission form.  To defer the form for later submission, click Submit Later. If an object is attached or a service is selected on the form, the object will be uploaded and the service linked when the Submit Later button is clicked. Note that if you select Submit Later, the value selected in the Forward To field will not be saved. When you re-open the form for submission, you will need to select a value for this field again. The object/service will be displayed as a hyperlink when the form is re-opened.
    When the Submit Later button is clicked, the details of the fields you have completed are displayed and the link Edit/Submit this Request is displayed below the fields. Click this link to re-open the submission form. Alternatively, this form can be accessed via the Review Past/Current Requests by selecting the Not Submitted option.

Q/D Buttons on a Portal Submission Form

Q/D fields added to Portal Submission Forms are displayed as searchable fields over the Customer Portal. infraEnterprise enables you to add the following Q/D fields to submission forms:

·         Customer

·         Organization

·         Location

·         Officer

·         Group

The Q/D field is displayed as a text field with a Search button next to it. Clicking the Search button next to a Q/D field displays the search criteria for that field. You can then specify the criteria to locate a value and include on your submission form.

When filling out a Customer / Organization / Location field on a submission form, if you click on Search and infraEnterprise only finds one matching record, the customer / organization / location is automatically populated in the field.

Date Fields on a Portal Submission Form

The appearance of date fields on portal submission forms can be varied using the Cust Portal Date Control administration option on the Workflow Management administration configuration page.

When this is un-ticked, each date field is displayed as one text box regardless of its specified date format.

When it is ticked, the date field is displayed as individual text boxes, one for each component of the date according to its specified date format. For example, if the specified format in the Request Submission Designer is “DD/MM/YYYY”, without time fields, then only three input boxes for the day, month and year values is displayed; the text boxes and the AM/PM dropdown for specifying the time will not be displayed.

A calendar icon is also displayed, which when clicked will display an interactive calendar by which you can populate the date text boxes by selecting a date on the calendar and pressing the Enter keyboard button. You may also complete the date text boxes by simply typing into them.

Note that the calendar icon will not be displayed on an Internet browser window that does not have JavaScript enabled.

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