# Requests ## Overview *Requests* are a type of activity or task that is requested by someone, needs to be actioned and may utilise resources. {% hint style="info" %} In an emergency context, "Request for sandbags" is an example of a request from the Emergency Coordination Centre that may have been requested by an Liaison Officer, and assigned to a depot for fulfilment. {% endhint %} 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: 1. [Go on duty](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/working-with-events#setting-your-duties-for-events) with an [Operations position](https://docs.cw.crisisworks.com/modules/operations/..#information-editinganexistinginformationitem). If you can't access it after doing this, contact your System Administrator (Requests must be enabled within the current event). 2. Navigate to:\ Operations → Requests

Location of the Requests register in the Operations module

### Setup and Configuration To enable Requests, Administrators need to add the Requests register [to the Event](https://docs.cw.crisisworks.com/system-administration/managing-events#registers), along with [Operations positions](https://docs.cw.crisisworks.com/system-administration/managing-events#positions). Most Operations positions support use of Requests. In addition [security policies](#security-policies) for Requests can be assigned to any position. #### **Security Policies** Refer to: [Positions: Security Policies](https://app.gitbook.com/o/XTVHxRDLJsgVRj4dNFUc/s/Ny7IznbrPLUq6GJDDQDk/system-administration/configuring-the-system/positions#security-policies)​
Security Policy explanations The following security policies apply to Requests:
Security PolicyUse

Operations Resource Assignment

Can assign resources within the request form
## Finding Requests {% content-ref url="../../concepts-and-fundamentals/on-a-computer/searching-filtering-and-querying-registers" %} [searching-filtering-and-querying-registers](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/searching-filtering-and-querying-registers) {% endcontent-ref %} The register includes a number of features to assist in finding Requests: * [Datagrid](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid#data-grid-view) view * [Map](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid#map-view) 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.

Requests filter menu

Filter menu explanations The following lists some of the filters and how to use them:
Filter GroupFilter/sUse
MainActive
Recently Updated
Overdue
All
SpecialHigh PriorityFinds all items with Priority of High
UrgentFinds all items with Priority of Urgent
Payment Not AuthorisedFinds all items without The requestor is authorised and has agreed to pay any costs ticked
TemplatesFinds all items with Save as Template ticked
Cost Recovery Method[List is based on your system configuration]*Finds all items with the matching Cost Recovery method
Region[List is based on your system configuration]*Finds all items for the selected Region
WorkflowAssignedFinds all items with Status of Assigned
ClosedFinds all items with Status of Closed
In ProgressFinds all items with Status of In Progress
On HoldFinds all items with Status of On Hold
ReopenFinds all items with Status of Reopen
RequestedFinds all items with Status of Requested
ResolvedFinds all items with Status of Resolved
Active tags[List is based on your system configuration]*

Any tags in use.

Refer to: tags

Assignments[List is based on your system configuration]*Finds all items assigned to the position listed
\* May vary based on your system configuration
## Viewing {% content-ref url="../../concepts-and-fundamentals/on-a-computer/using-the-datagrid/viewing-items" %} [viewing-items](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/viewing-items) {% endcontent-ref %} When viewing *Requests*, sections can be expanded to show information. As each section is completed, new sections may show additional information.

Requests register datagrid (sample view)

## 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): | Left Column | Right Column | | ------------------------------------------------------ | ----------------------------------------------- | | [Record Notes](#record-notes) | [Workflow](#workflow) | | [Requestor](#requestor) | [Communication](#requests-assigningarequest-4) | | [Request Particulars](#request-particulars) | [Classification](#requests-assigningarequest-5) | | [Tasks, Resources & Costs](#tasks-resources-and-costs) | [Financial](#requests-assigningarequest-6) | | [Location](#location) | [Linked Items](#requests-assigningarequest-7) | | | [Advanced](#requests-assigningarequest-8) | | | [Activity](#activity) | ### Record Notes When editing, you can record notes as you make changes which will appear in the Activity log. Refer to: [Recording Notes](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/editing-items#recording-notes) ### Requestor This section contains the person who made the request. This person will also be a [Contact](https://docs.cw.crisisworks.com/modules/operations/contacts) in the system. You can view the full details by following the link to the Contact sub-item record.

Requestor section

**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](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/editing-items#attaching-files). ### Tasks, Resources & Costs {% content-ref url="requests/request-tasks" %} [request-tasks](https://docs.cw.crisisworks.com/modules/operations/requests/request-tasks) {% endcontent-ref %} 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.

Tasks, Resources & Costs section

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

Cost Recovery Method

#### 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](https://docs.cw.crisisworks.com/modules/operations/requests/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](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/editing-items#attaching-files)) 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:
StatusDatagrid IconNext available stepsNotes
RequestedAssignedAll new requests begin with this status
AssignedRequested, In Progress, ResolvedRequests with this status can be assigned to a position
In ProgressRequested, On Hold, ResolvedUpdates on progress can be provided in this status
On HoldRequested, In Progress, ResolvedProgress has been paused
ResolvedClosed (only for coordinators)Assignee has fulfilled the request
ClosedReopen (only for coordinators)Coordinator has reviewed and finalised the request
ReopenResolved (only for coordinators)Used only to reset to Resolved.
{% hint style="info" %} Users cannot override the next available step without special permissions {% endhint %} 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.

Workflow stages of requests

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\ ![](https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2F8jcPzdmenozedyH43WXB%2Fimage.png?alt=media\&token=4ba5eaad-c0aa-4f17-b656-07dc27f26fc6) 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. {% hint style="info" %} Requests can only be assigned to positions that are involved in the event. This prevents problems with lost or missing requests during shift changeovers. {% endhint %} #### 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:
PriorityColour codeDatagrid Icon
HighRed
LowGreen
NormalYellow
UrgentRed
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.

A request in progress

### Communication {% content-ref url="../communication" %} [communication](https://docs.cw.crisisworks.com/modules/communication) {% endcontent-ref %} 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](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/editing-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.

Financial section

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

Linked Items section

### 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](#bulk-actions) command to copy a template. Refer to: [Editing Register Items Administrative](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/editing-items#administrative) ### Activity Refer to: [Viewing and Opening Register Items: Activity](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/viewing-items#activity) ## Updating Requests {% content-ref url="../../concepts-and-fundamentals/on-a-computer/using-the-datagrid/editing-items" %} [editing-items](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/editing-items) {% endcontent-ref %} When updating Requests: * Make sure to add notes using the yellow **Record Notes** field, these can be useful as the case is managed. * ​[**Workflow**](https://app.gitbook.com/o/XTVHxRDLJsgVRj4dNFUc/s/Ny7IznbrPLUq6GJDDQDk/modules/recovery/cases#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)

The New Request form

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 )

Requestor Search form example

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.\ ![](https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2FbVLL4MQHMBVU6knplk3c%2Fimage.png?alt=media\&token=b70c007b-917f-4472-81f5-c0b5b6060116) 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 {% content-ref url="../../concepts-and-fundamentals/on-a-computer/using-the-datagrid/bulk-actions" %} [bulk-actions](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/bulk-actions) {% endcontent-ref %} The following additional bulk actions can be performed on Requests via the Actions menu: | Action | Description | | ---------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Copy IDs | See [Copy IDs](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/bulk-actions#copy-ids) | | Bulk Edit |

See Bulk Edit

Update for multiple Requests: Status, Progress, Priority, Position Assigned, Due by and tags

| | Create a Copy | See [Create a Copy](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/bulk-actions#create-a-copy) | | Export to Report |

See Export to Report

Exports to Requests Items Report

| ## Reports {% content-ref url="../../system-administration/reporting/running-reports" %} [running-reports](https://docs.cw.crisisworks.com/system-administration/reporting/running-reports) {% endcontent-ref %} [Operations Reports](https://docs.cw.crisisworks.com/modules/reports/operations-reports) contains several reports based on Request data, including: * Request Items (also available from the [Actions menu](#bulk-actions)) * Request Resource Assignments * Request Needs & Tasks