Requests

Overview

Requests are a type of activity or task that is requested by someone, needs to be actioned and may utilise resources.

Requests provide the following features:

• Users adding requests can nominate a requestor by searching existing requestors, entering a new requestor or nominating themselves

• Task details are captured simply using free-text subject, description and attachment fields

• An address can be looked up and attached to the request

• A map can be annotated to show the location of the request

• Various workflow fields allow for prioritising, assigning, setting of due dates and tagging to aid in management.

• Requests capture resource utilisation in the fulfilment of the request, and ad-hoc resources can be added if required. This data feeds into the finance module for full financial reconciliation.

• Requests are assigned to positions to aid in tracking between shift changeovers

• Assignment and management of requests are handled by coordinators

• Users with permission to send the contents of the request item or a link to the request item as a Communication Message.

Access

To access Requests:

• The Requests register and Operations positions must be enabled for the event by your System Administrator

• Go on duty with an Operations position. if you can't access it you may need to ask your administrator to check your permissions.

Locate the Requests register under Operations > Requests in the menu.

Finding Requests

The register includes a number of features to assist in finding Requests:

• Datagrid view

• Map view

• Filters including special (high priority or payment not authorised), workflow, cost recovery

• Combination filters and search by most fields including assignment, due date, location and others

Links to Requests can also be found in Sub-Items such as records of Request Tasks etc.

Filters

Filters help make management of Requests easier by focusing on specific groups of items on the datagrid.

Opening and Viewing

When viewing Requests, sections can be expanded to show information.

As each section is completed, new sections may show additional information.

Request Settings

Request records are divided into the following sections (sections may or may not appear depending on what information is entered, your permissions level, and what mode you're viewing):

Record Notes

When editing, you can record notes as you make changes which will appear in the Activity log.

Refer to: Recording Notes

Requestor

The Requestor section contains the person who made the request. This person will also be a Contact in the system. You can view the full details by following the link to the Contact sub-item record.

The requestor is authorised and has agreed to pay any costs indicates whether or not the person has authorisation to pay costs for the request.

Request Particulars

Request Particulars includes a Subject, Details and Attachments just like you may write an email. For adding Attachments refer to Uploading Files.

Tasks, Resources & Costs

Authorised users can track multiple tasks, resources and costs against a request through the 'Tasks, Resources & Costs' section using Tasks by adding a related sub-record.

Cost Recovery Method

The Cost Recovery Method setting outlines who will pay if costs are incurred.

Allocating Tasks, Resources & Costs

As many Tasks, Resources and Costs as necessary can be added to a Request. These add items to the Request Tasks sub-register which can be directly managed from there.

To allocate a task, resource or cost to a Request:

1. Edit the request

2. Expand the 'Tasks, Resources & Costs' section

3. Use the 'Add' button to attach a Task record

4. In the Tasks, Resources & Costs form, set the Task Status (all new tasks begin as 'Requested'), Priority, Task Due Date and Cost Estimate

5. Assign to a position using the 'Task assigned to' lookup

6. Name the Resource (search for an existing resource) and add Details

7. Optionally, add any documents and images using the 'Add File' button (refer to: File Uploading)

8. Save

To add more than one, use the button.

Location

Location shows the coordinates for the request on a Map. This could be represented by a series of points, or an area (polygon).

Workflow

Request workflow consists of:

• Status (also used for assignment)

• Priority

• Due Date

Each of these workflows can trigger notifications to ensure that coordinators and users can keep on top of tasks.

Status

Users set the status of the request by editing the request and changing the value in the Status field.

Statuses are indicated visually and colour coded on the datagrid which allows them to be filtered. Requests have the following Statuses, in order of which they can be set:

Requests by status can be found under the 'Workflow' filter group. To view all Requests us the 'Total' filter under the 'Totals' filter group.

The following diagram shows this in more detail including the available steps at each stage.

When the request has been completed, the assignee can set the status to indicate the job is complete.

Setting the status to Resolved will complete the job and return it back to the coordinator for review. Setting the status to On Hold will mark the job as being paused, and will retain the request with the assignee.

Assignment

Coordinators can assign requests as follows:

1. Click Edit to edit the request

2. On the edit screen, pull down the Status field and select 'Assigned'

3. In the Position Assigned field and select the position within the event that will handle the assignment. You can type into the field to filter the list below

4. Add any additional notes into the yellow Record Notes field

5. Save

Users on duty for the assigned position will be notified of the assignment.

Priority

Through the Priority field you can set a priority.

Priorities are indicated visually and colour coded on the datagrid which allows them to be filtered. Requests have the following priorities:

Urgent and High Priority Requests can be found under the 'Special' filter group.

Progress

The assignee can edit the request as often as required in order to update progress on the request.

There are two main parts to this:

1. Notes can be added to the yellow Record Notes field through multiple edits, to maintain a case history

2. The Status field, when set to In Progress, reveals a % Complete field that can estimate the progress through the job.

To update these fields, the assignee simply edits the request to update these fields as required and saves the Request.

Communication

The Communication section may contain a Message History in the form of a delivery report of any anyone sent the details of the Request using the Share this record via email or SMS function.

Classification

Refer to: Editing Register Items: Classification.

Financial

The Financial section allows coordinators to see dollar amounts for the Total Cost Estimate and Total Cost to Date which is based on any resources associated with the request. You can override the Total Cost to Date if you have security permission (the Operations Coordinator position has this permission).

The system automatically calculates the total cost based on assigned Tasks, Resources or Costs.

The Total Cost Estimate can be entered manually, however if the total cost of assigned resources exceeds the estimate entered the total of those assigned resources will be automatically displayed.

Linked Items

The Linked Items section contains links to any Related Contacts. Use these links to access the details for the contact.

Advanced

Save this item as a template can help save time by creating a type of blank Request that already has sections pre-filled. Once a template is created, you can use the Create a Copy command to copy a template.

Refer to: Editing Register Items Administrative

Activity

Refer to: Viewing and Opening Register Items: Activity

Updating Requests

When updating Requests:

• Make sure to add notes using the yellow Record Notes field, these can be useful as the case is managed.

• ​Workflow should be progressively updated to reflect the current status of the Request.

• Make sure the Requestor and cost authorisation information is recorded

Adding Requests

To add a new request:

1. From the Requests register, in the New item menu select the New Request button (or drop down the list from any other register and select it)

   
2. Specify the requestor

   1. If you are the requestor, select "Use my details as the requestor"

   2. If you know the requestor (for example, you are entering the request from a phone call), then select "Existing contact" and then search. *If the default contact details are not correct for the current event, you can put them in the Details section, or you can edit the contact record after saving the request record to have them updated permanently )

      
   3. If the contact is listed below you can select it by pressing the name. This will take you to the contact record where you can confirm that it is the correct contact by using the 'Select contact' button.

   4. Or you can add a new contact using the 'Enter new contact' button which appears at the bottom of the list after you search (a blank search will suffice)

   5. If there are likely costs involved and the requestor has agreed to pay costs, select the appropriate option. This will help in emergency cost recovery.

3. Specify the request particulars by entering a Subject, Details and Attachments just like you may write an email. To add Attachments, us the 'Add File' button

4. Select a location to deliver or perform the request.

5. Update Workflow, Classification and Financial as required

6. Save the request

The request will then appear in the datagrid as unassigned, meaning a coordinator will need to assess the request and assign it to a position for action. The unassigned counter can be thought of as an inbox for new requests.

Bulk Actions

The following additional bulk actions can be performed on Requests via the Actions menu:

Reports

Several of the Built-in Reports are based on Request data.

This includes:

• Request Items (also available from the Actions menu)

• Request Resource Assignments

• Request Needs & Tasks