Skip to main content
Kinetic Community

Chapter Six - Request Submission Manager

Allows non-Request Managers to access, search, and report on requests.

Feature

 

This chapter provides procedures for users (including “non-author” users) to perform the following:

  • Finding Request Templates
  • Perform Advanced Search:
  • Run Reports

A user can access the Request Submission Manager without a Kinetic Request user license.  An unlimited number of users have access to the system as long as they have the following groups added to their user record:

KS_SRV

KS_RQT_Inspector

NOTE: The Tasks referred to on the Submission Manager Console only refer to the old (pre v5 task system). Tasks in the new version are handled with their own set of consoles and their own manual.

 

Accessing the Request Submission Manager ConsoleEdit section


From one single place, the KS_RQT_Inspector (Request Inspector), can view or complete request results, send new information, resend or delete a request, and add notes or close requests.

 

 

To Access the Request Submission Manager Console

Edit section

From the Remedy Home page, double click on

 

Kinetic Request-Submission Console. Request Submission Manager Console dialog appears. 

 

File:User:bpeterson/Kinetic_Request_User_Manual/image159.jpg

Figure: Request Submission Manager Console

Request Submission Details 

Edit section

From the Request Submission Details section of the Request Submission Manger Console a user can search, monitor, comment, close, resend, and delete requests. 

Using the Submissions Tab

Edit section

The Submissions tab can be viewed by “non-author” users, Request Inspectors and Request Managers.  Individuals monitoring request results can use this tab without having permission to actually change request templates or other configuration items. 

Finding Request Templates

Edit section

The Request Submission Manager Console has two sections:

§At the top, the Service Item and the Service Item Description section displays request templates currently available in the system.

At the bottom, the Request Submission Details section displays request template details highlighted in the top section.  The Tasks section displays any tasks related to the selected request.

If the task option Use Kinetic Task Engine is checked for that service item, the Task table and associated buttons and text are hidden and a Kinetic Task Manager button is visible.

 

Search For Customer Request(s)

Edit section

1.         Access the Request Submission Manager.

2.         Highlight the name of the request template.

3.         In the Request Submission Details section of the screen, select the Submissions tab.

4.         From the Search field, select an item to search for from the menu.

5.         In the For + field, enter the criteria to search for (if any). Press Return (or click Search). A list of requests matching the criteria appears in the table below.

To clear the Search and For + fields and begin a new search, click Clear.

View the Customer Request

Edit section

You can view the answers of an existing request via the Submissions tab.  Any request whose status is either “In Progress” or “Completed” can be viewed.

1.         In the Request Submission Details section of the screen, select the Submissions tab.

2.         Select a Request from the table. 

·         If the request is in “In progress” or “Completed” status click the View button to see the answers and attributes.

·         If the request is in a “Sent” status click the Complete button to open the request in your default browser.

3.         If the request has not yet been completed, the request will be displayed to be filled out.

4.         Either Double-Click on the row in the table or click View/Complete to view the results.

The Completed Customer Request form allows Request Inspectors to view the submitted answers as well as other information about the request item. 

Request Inspectors can change answers, and some request values, from this screen.  Any changes made to the request are audited including who made the change, when the change was made, and what the previous value was.

File:User:bpeterson/Kinetic_Request_User_Manual/image160.jpg

Figure: Completed Submission

 

From the Attributes tab, other request information can be seen.  See

Table 7: Completed Submission Fields-Attributes Tab

The Notifications/Audit tab includes information on notifications (invites, reminders, and escalations) that have been sent relating to this request, as well as audits of any information that has been changed and a field to hold internal notes.   See Table 8: Completed Submissions Fields-Notifications/Audit Tab. 

Tasks

Edit section

Highlighting a (parent) service item or request from the Request Submission Details window allows for the viewing of Tasks affiliated with the particular request item.  See Task window at the bottom of the screen.  Different messages appear as waiting on approval or an approval has been accepted, etc. 

If the task option Use Kinetic Task Engine is checked for that service item, the Task table and associated buttons and text are hidden and a Kinetic Task Manager button is visible.

 

File:User:bpeterson/Kinetic_Request_User_Manual/image161.jpg

Figure: The Task Window

To the right of the Task window click, View/Modify to open a Task dialog.  Here is where communication modifications can be made, along with changing the status. 

File:User:bpeterson/Kinetic_Request_User_Manual/image162.png

Figure: Task dialog

 

Advanced Search

Edit section

The Advanced Search form allows you to search for a specific request using more criteria than the drop-down menu search. For example, you can search for anyone who answered any request with the name, Kelly, in the last three days.

File:User:bpeterson/Kinetic_Request_User_Manual/image163.jpg

Figure: Advanced Search


Perform Advanced Search:

 

NOTE: When you access the Advanced Search window from the link on the left column, the Advanced Search starts with only the category you were currently searching on for Request Templates, if any. By accessing the Advanced Search form from theSubmissions tab, the search includes the category and name of the request template you are working with currently.


1.     Access the Request Manager. See Accessing the Request Manager.

2.     Select the Submisions tab.

3.     From the left column, select Advanced Search. The Advanced Search form appears.

4.     Select the search field information. You can fill in one or more fields to refine the search.

5.     To include Request Values (answers) you can use the Request Values Qualification to include attributes or request answers into your qualification.

6.     Click Search to display requests that match your criteria.

From the results table you can open individual requests by double-clicking or clicking View.  For more information on viewing request results, please see View a Customer Request

 

 Reports

Edit section

The Reports tab enables you to choose a report and run it for the currently selected request. 

 

File:User:bpeterson/Kinetic_Request_User_Manual/image164.jpg

Figure: Reports

Reporting is discussed in it’s own chapter.  See Request Reporting. 

 

Flashboards

Edit section

Kinetic Request comes with pre-configured Flashboards included on the right side of the Submission Manager Console Reports Tab

 

Using Remedy’s Flashboard products, these graphical reports run, constantly, reporting average scores, the quantity of completed requests, and other helpful information in real time.