20.1. Request Setup

The Partner Relations -> Requests -> Request SetUp menu is used to configure the attributes required to enter requests, leads and tasks.

Request Type

The request type determines request statuses, request notification rules and how a request is displayed on a dashboard. The Request Type window is used to manage request types (e.g. Complaints, RFC, Bugs). The following fields are available:

• Name, Description

• Sequence - is used to determine the display order in the request type selection list;

• Status Category - select a status category which will determine the statuses available for requests of this type;

• Default - select if this request type should be selected by default when adding a new request;

• Self Service - select if you want the request to be visible and editable from the WebStore;

• Email when Due, Email when Overdue - select to send e-mails regarding the request deadline;

• Due Date Tolerance - enter the days between the due date and the date the request is regarded as overdue;

• Auto Due Date Days - enter the days between the last action date and the due date for a request (unless the due date is manually entered);

  • If a due date is not defined and the Auto Due Days is greater than zero, the due date will automatically set using the number of days entered here;

• Invoiced - select if requests of this type are invoiced;

• Confidentiality - select the default confidentiality level for requests of this type (Public Information, Partner Confidential, Internal);

• Confidential Info - entering/updating requests of this type from the WebStore, the user can mark his info as confidential;

• Create Change Request - creates change requests for bills of materials (not yet implemented);

• Task - select when defining a task type. For further information regarding the tasks, please see Google Apps Integration;

• Check BP Credit Status - before saving requests of this type the system checks the business partner credit status. If the business partner is blocked saving is not allowed;

The K-Board section determines how requests of this type are displayed on the dashboard:

• Kanban Color (hex code)- enter the color used to display the corresponding dashboard label. If no color is entered the label will have the associated dashboard column color;

• Signaling - OK, Warning, Error - enter the colors used for signaling;

• Window - select the window used when editing a dashboard label. We recommend you use the "Tasks - ALL" window for tasks and the "Requests - ALL" window for requests;

The Update Notification tab is used to define the users that will receive notifications when requests of this type are entered or updated. Since you can enter users for updates and notifications in various records (e.g. Request Type, Request Group), SocrateCloud will only send an update notification once for each user. Requests notifications will only be sent if the action confidentiality level is set to "Public".

Request Category

Requests belonging to a request type can be divided further into request categories. Request categories provide a method of associating requests for reporting and updating. Requests belonging to a request category can have the same invoicing rules.

Request categories can be managed using the Request Category window. The following fields are available:

• Name, Description, Comment

• Product - the product selected here will be used for invoicing requests in this category (by default);

• Invoicing Rule - select from the list how requests in this category will be invoiced:

  • Committed Amount - the request will be invoiced using the amount entered in the Committed Amount field;

  • Request - the request will be invoiced when closed, using the amount displayed in the Total Invoice Quantity field;

  • Updates - the request will be invoiced when updated, using the amount entered in the Invoice hours field;

  • None - the request will not be invoiced;

• Check BP Credit Status - before saving requests in this category the system checks the business partner credit status. If the business partner is blocked saving is not allowed;

Go to the Update Notification tab to define the users that will receive notifications when requests in this category are entered or updated. Since you can enter users for updates and notifications in various records (e.g. Request Type, Request Group), SocrateCloud will only send an update notification once for each user. Requests notifications will only be sent if the action confidentiality level is set to "Public".

Note: To make a request category available for a request type you need to create a link between the two. This link is defined using the Request Type-Category window from the Partner Relations -> Requests -> Request SetUp menu.

Request Group

Request groups provides an independent method of associating requests for reporting and updates (e.g. depending on the department handling the requests). Requests belonging to a group have the same transactional organization.

Request groups can be managed using the Request Group window. The following fields are available:

• Name, Description, Comment

• Change Notice - used to create change requests for bills of materials (not yet implemented)

• BOM - used to create change requests for bills of materials (not yet implemented);

• Trx Organization - organization which performs or initiates this transactions resulting from requests in this group (accounting dimension used for analysis);

Go to the Request Update tab to define the users that will receive updates for the requests in this group. Since you can enter users for updates and notifications in various records (e.g. Request Type, Request Group), SocrateCloud will only send an update notification once for each user. Requests notifications will only be sent if the action confidentiality level is set to "Public".

Request Resolution

The Request Resolution window is used to define the resolutions that can be selected for a request. The following fields are available:

• Name - enter the request resolution name. This will determine the Resolution field value list in the Request window;

• Description, Comment

Request Standard Response

The Request Standard Response window is used to manage predefined responses for requests. The following fields are available:

• Name - enter the request standard response name. This will be used to make up the list corresponding to the Standard Response field in the Request window;

• Response Text - this text will be added automatically to the request response;

Request Sources

The Source window is used to define the sources that can be selected for a lead or request. The following fields are available:

• Name - enter the request resolution name. This will determine the Resolution field value list in the Request window;

• Description, Comment

• Create Type - he source will be available for

  • "Request" (only for requests)

  • "Lead" (only for leads leads)

  • "Both" (for both leads and requests)