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Requests and Help Desk Features in Detail
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Request Type Management page:

Used to define Request Types. You may define an unlimited number of Request Types such as “Help Desk”, “RMA Request”, “Product Information”, etc.  The only required field in Request Type Management that you must manually enter a value into is Type.  All other fields will either default to a value or do not require a value.

 

General Options section:

 

 

 

  • Type: this is the name that will be displayed for the Request Type.  It is displayed as a link on the Request Selections page which lists all the Request Types offered by your organization.
  • Description: this description is displayed on the Request Selection page underneath the Request Type.  It is used to describe the purpose of the Request Type along with selection instructions.   Click on    to use the PORTALPRODIGY Document Editor.
  • Feature Component:  used to link a Request Type to a specific Portal Prodigy feature component including “Events”, “Memberships”, “Opportunity”, “Products”, “Return”, “RFQ”, and “RFQ from Cart”.  Note that only one “RFQ from Cart” Request Type can be created.  Leave Feature Component blank if you are not linking the Request Type to a specific feature component.
  • Request Form:  used to create a Request Entry form.  Click on the Request Form Builder  icon to open the Request Form Builder (Request Form Management page).  Request Form Builder is used to build a customized request form.  See the Request Form Management section of this chapter for additional information.
  • Secure Form:  when set to “Yes” the Request form is encrypted using SSL 128 bit encryption.  Only set to “Yes” if the form will contain sensitive data because encrypting the Request form will cause the page to download slower and places a greater burden on the web server.

 

Entry Options section:

This section is used to configure data entry options for entry of new Requests.

 

 

  • Require Login: used to require the user to login before they can access the Request form.  When set to “Yes” you should set Create Contact Record to “No”.
  • Signup Form: used to specify the user registration form to use when requestors are required to login to enter request.  When payment is required, requestors are required to login or register as new user during the Request Entry process.
  • Auto Create Contact Record? set to “Yes” to create contact record based on information collected on the Request form.  When set to “Yes” it is necessary to include Contact fields on the Request form, such as name and email address; and you set Require Login to “No”.
  • Allow Document Attachments:  set to “Yes” to allow documents to be attached to Requests.  Set to No to disable the ability to attaché documents to Requests.
  • Default Priority:  provides default Priority value when new requests are added. Click on the   icon to open Request Priority Management to add and edit Request Priorities. 
  • Default Status:  provides Default Status value when new requests are added.  Click on the   icon to open Request Status Management to add and edit Request Statuses. 
  • Operator Script: this script is displayed on the Administrative Request Entry page when adding new Requests.  It is used to display a script for help desk operators answering the phones in your call center.  Click on    to use the PORTALPRODIGY Document Editor.

 

Project Schema Options section:

This section is for future use.  Project Schemas have not been implemented yet.

 

 

  • Schema Option:  used to specify how Default Schema is used.  Schemas are used to describe projects.  Select one of the following choices from list box:
    • No Schema – select when Schema is not used.
    • Copy (template) – select to use copy of specified Schema.  This option is used when it is desired for each Request to have its own Schema.
    • Link (reusable) – select to link to an existing Schema. This is option is selected when it is desired to have all Requests share the same Schema.
  • Default Schema:  select the Schema to either be copied or linked to.

 

Assignment Options section:

This section is used to configure Request and Task assignment.

 

 

  • Assignment Method: used to specify how new Requests are assigned to people. The following choices are available:

o       Manual – use when you do not want the system to automatically assign the Request.  This option allows you to manually assign the Request using Request Management.

o       Assign to Individual and/or Assign to Group – use when you want the system to automatically assign the Request to the person specified as the Assigned to Individual and/or everyone belonging to the selected Assign to Group.

  • Assigned To Individual:  used to specify the Contact ID of a staff member to automatically assign the Request to.  Click on the    icon to lookup a Contact.  The specified person will be assigned the Assigned Task Type.
  • Assigned To Group:  used to specify a Group.  Everyone in the group will be assigned the Assigned Task Type.
  • Assignment Notification Template:  used to specify the broadcast template to use for sending automated notification of Request Assignment.
  • Assigned Task Type: the selected Task Type will be used to assign the Request.  The Assigned To Individual and everyone belonging to the Assigned To Group will be assigned a Task of this Task Type. You will need to define Task Types using Task Type Management.   E.g. you may want to create a Task Type named “Investigate Service Request”.
  • Task Scheduled Start Date: use to select a method for setting the Scheduled Start Date for the Assigned Task. The following choices are available:

o       Manual – use when you do not want the system to automatically set the Start Date.  This option allows you to manually set the Start Date using Task Management.

o       Assignment Date – use to set the Start Date to the date the Request is assigned. 

  • Task Scheduled End Date: use to select a method for setting the Scheduled End Date for the Assigned Task.

o       Manual – use when you do not want the system to automatically set the Start Date.  This option allows you to manually set the Start Date for the Task using Task Management.

o       Assignment Date – use to set the Task’s Start Date to the date the Request is assigned.  This is usually the date the Request record was created; unless the Assignment Method is set to Manual, then it’s the date the Request is manually assigned.

o       Requested Response or Completion Date – use to set the Task’s Start Date to the Request’s Requested Response/Completion Date.  This date is usually entered at the time the request record is created.

 

Task Options section:

This section is used to configure automated Tasks.

 

 

  • Requestor Notes Task Type: used to specify the Task Type to automatically assign to notes added by the requestor.  Notes are linked to Tasks and each Task must have a Task Type. 
  • Admin Entry Task Type:  used to assign a Task Type for logging administrator (call center staff) time while entering Requests and working with the requestors on the phone.
  • Task Template:  specify a Task Template used to copy a set of pre-defined standard tasks including milestones and deliverables to a Request.  Task Templates are a special type of Request flagged as a Task Template.  They are created as a Request.  You must create the Request Type first, then using Administrator Request Entry create the Task Template, then return to the Request Type to assign the Task Template.
  • Include: used to select the following for inclusion as part of Task Template.
    • Milestones – when checked, the Milestones from the Task Template are copied to the Request.
    • Deliverable – when checked, the Deliverables from the Task Template are copied to the Request.

 

Administrator Notification Options section:

Select the email template to use and the Group and/or Individual to notify.

 

 

  • New Request Notification Template:  used to specify the broadcast template to use for sending automated notification for each new Request.  
  • New Request Send To Group:  an automated email notification will be sent to all members of the specified Security Group for each new Request.   The Group is typically one or more persons that are responsible for reviewing and assigning Requests.
  • New Request Send To Individual:  an automated email notification will be sent to the specified individual for each new Request.  The individual is typically a person that is responsible for reviewing and assigning Requests.
  • Canceled Notification Template:  used to specify the broadcast template to use for sending automated notification that a Request has been canceled.  
  • Canceled Send To Group:  an automated email notification will be sent to all members of the specified Security Group for each Request that is canceled.  
  • Canceled Send To Individual:  an automated email notification will be sent to the specified individual for each Request that is canceled. 
  • Closed Notification Template:  used to specify the broadcast template to use for sending automated notification when a Request is closed.
  • Closed Notification Group:  an automated email notification will be sent to all members of the specified Security Group when a Request is closed.  
  • Closed Send To Individual:  an automated email notification will be sent to the specified individual when a Request is closed. 

 

User Notification Options section:

This section is used to specify email templates to use for sending notifications to the requestor.

 

 

  • Confirmation Template: used to specify the email template to use when sending the requestor an email confirming submission of their request and provide the assigned Ticket #.
  • Work Order Approval Template:  used to specify the email template to use when sending requestor an approval (authorization) of a Work Order.
  • Canceled Template: used to specify the email template to use when sending the requestor an email confirming cancellation of their request.
  • Completed Template: used to specify the email template to use when sending the requestor an email notifying them of the completion of their request.

 

Work Order Options section:

This section may be skipped if you are not billing the customer.  Otherwise you need to configure the Work Order Options in order to estimate, authorize work and bill for services.

 

  • Work Order Type:  used to select a pre-defined Work Order Type.  Work Orders are required if you are going to bill the customer.  If you will not use Work Orders set to “No Work Order”.  If you plan to use Work Orders select one of the types that you defined using Work Order Management.  For instructions on how to define Word Orders see the section of this chapter titled ‘Work Order Types Management page’.
  • Default Fee Item ID:  Used when Billing Type is set to “Fixed” Fee” or “Fixed Rate”. The Item specified here is the default item on the Work Order that defines the fee or rate for billing purposes.  Click on the  icon to open Search for Product Items.  Use search to select an Item or use Add New to create a new Item.  For instructions on how to define new Items see the section of this chapter titled ‘Item Management (for requests) page’.
  • Require Approval at Time of Submission:  when set to Yes, a Work Order authorizing work on the Request must be approved by the requestor.  This should be set to No when the Request Type is non-billable or when an estimate of the work is required before it can be approved.
  • Work Order Approval Title:  used to specify a title to be displayed on the Work Order Approval page.
  • Work Order Approval Instructions:  used to specify instructions that are displayed on the Work Order Approval page.  Click on    to use the PORTALPRODIGY Document Editor.
  • Payment Instructions:  used to specify instructions that are displayed on the Payment Type Selection page as part of Payment Entry.  Click on    to use the PORTALPRODIGY Document Editor.

 

Billing Options section:

This section may be skipped if you are not billing the customer.  Otherwise you need to configure the Billing Options.

 

 

 

  • Billing Status: select one of the following choices:
    • Non Billable: select when the Request Types is not billable, such as for an information request.  Payment entry and Work Order approval will be deactivated.
    • Internal:  select when the Request Type is not billable but you want to track the time spent on the request.  You may want to do this for the purpose of tracking cost.  This will cause a Work Order to be created which will be used to track time but Payment entry and Work Order approval will be deactivated.
    • Estimate:  select when the Request Type is billable and you need to provide the customer with an estimate of the billable amount based on the specific requirements of their request.  Payment entry and work order approval will be deactivated during initial Request entry. I.e. they are deferred until an estimated amount can be manually entered for the Work Order.
    • Billable:  select when the Request Type is billable and the billable amount is known up front such as when you charge a fixed dollar amount for a service request.  Payment entry and Work Order approval will be activated.
  • Fee Type: only applicable when Billing Status is not “Non-Billable”.  Used to set the default fee on the Work Order.  Select one of the following choices:
    • No Fee – select to not set a default fee.  This allows the Request to be submitted without requiring a Work Order.  A Work Order can be created later.
    • Fixed Fee – select to set a fixed fee per Request.  This fee is determined by the Item selected for Item ID field.
    • Fixed Rate – select to set a fixed rate for all billable time logged for the Request.  This causes all time regardless of Task Type to be billed at the same rate. This rate is determined by the Item selected for Item ID field.
    • Item Pricing – select to set unique pricing for each billable task based on the task’s task type. 
  • Billing Method:  
    • Pre-Payment – select to require pre-payment at time request is submitted.  This activates the secure online payment entry process as part of the Request entry and submittal process.
    • Pre-Authorized – select to require the customer’s pre-authorization to be billed for work performed on the Request. 
    • Retainer – select to require the customer to pre-pay a set dollar amount or some percentage of the total estimated amount before work will commence.  As work is performed it will be paid by deducting from the retainer.  It will allow billing of additional retainer amounts.  The system also support a scheduling of retainer payments based on fixed dates or completion of milestones.
    • Invoice – select to invoice the customer for billable work.
  • Not To Exceed Label: If you are using Work Orders and want to allow the customer to limit the approved dollar amount, then enter a label here that will correspond with the entry field for the dollar amount.  E.g. “Not to Exceed:” or “I approve the following dollar amount:”.
  • Cancellation Fee Item ID – use if you desire to charge a fee when a customer cancels an approved Work Order.  Either enter the Item ID for the Cancellation Fee or lookup the Item ID by clicking on the  icon to open Search for Product Items.  Use may use search to select an existing Item or use Add New to create a new Item.  For instructions on how to define new Items see the section of this chapter titled ‘Item Management (for requests) page’.
  • Require approval before billable time may be entered? Yes/No list box.  Select “Yes” to prevent staff from entering billable time prior to Work Order approval.

Confirmation Options section:

This section is used to configure the Confirmation page that is shown to the user/requestor after submission of their request and to specify where to take the user when they click Ok on the Confirmation page.

 

 

  • Request Confirmation Instructions:  used to specify instructions that are displayed on the Request Confirmation page.  This page is displayed after entering a Request.   The page also displays the Ticket # assigned to the Request.  Click on    to use the PORTALPRODIGY Document Editor.
  • After Confirmation Go To: used to enter the URL of the page to go to after the user clicks Ok on the Request Submittal Confirmation page.  If left blank, the Request Selection page is displayed.

 

Record section:

 

 

  • Created By – the name of the user that created the record and the date it was created.  Lists user’s first name followed by last name.
  • Modified By – the name of the user that last modified the record and the date it was last modified.  Lists user’s first name followed by last name.
  • Active – by default this value is set to “Yes”, which means the record is active and available for use.  To deactivate a record, set it to “No”.   Deactivating a record is a logical form of deletion.  It is used to remove the record from future use, yet maintain the relationship with existing data.  Reports by default only include active records; however, there is a reporting option that allows inclusion of deactivated records.
  • ChapterID – This value is only applicable if you are using the PORTALPRODIGY Site Synchronization feature.  It is used to specify the Chapter that has primary ownership of the record.  For further information see the chapter on Site Synchronization.
  • Private – by default this value is set to “No”, which means the record is publicly available to all visitors of your site.  To limit access to authorized users only, set to “Yes” then check each Security Group to be granted access.   Security Groups are only listed when Private is set to “Yes”. 

Option Buttons:

 

Saves the data and continue working on the page.

 

Creates a new Request Type that is a clone of the open Request Type.

Deletes the current record.  PORTALPRODIGY will prompt to confirm deletion of the record.  Select OK to confirm the deletion or CANCEL to abort the deletion.

Prints the website page to the user’s local printer.

Close the page and discard all entries and edits.

Used to close the page.  PORTALPRODIGY will prompt to save changes.  OK response saves changes, closes page, and returns to previous page.  CANCEL response discards all entries and edits (same as Cancel button).

 


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