Accept, Reject, or Ignore Requests - WebTMA 5

You can accept, reject, or ignore requests individually from the Request Log window. Accepted requests generate a work order or, if needed, can be converted to a project if your organization uses the optional Project module.

If you click the Accept button, WebTMA creates a work order; however, the Request Log window does not include all required work order fields. A window opens for additional information required for an accepted work order before conversion.

If you click the down-arrow on the Accept button, WebTMA displays a separate Convert to Project option accept_request.png as well as a Convert to CP Audit option if you use the optional Capital Planning module. Click Convert To Project to open a Request Validation window that is similar to the Project / Identity Tab. This window requires a Repair Center selection. If the Project includes more than one Repair Center, you can amend the Project record once the request is saved. When saved, the Request window displays the Project number and a link similar to requests converted to a work order.

If you reject a request, you have the option of typing a message in the free-form Reject/Ignore Reason field. You can also create predefined messages in Organization > Lookups / Rejection. Add as many standard rejection messages as needed.

To use a standard message, click the ellipses_button.png selection button to choose from the list.

Ignored requests also require a reason in the Reject/Ignore Reason field. The standardized rejection messages can be amended to include wording that includes reasons to ignore the request. Once a record is marked as Ignored, the Ignore button is disabled until the request record is modified. After the record is edited and saved, the request can again be ignored if needed.

How to Accept a Request from Request Log

Path: Transactions > Request > Request Log / Identity Tab

  1. Navigate to the Request Log window.
  2. Locate the request.
  3. Click the Accept button in the lower right section of the window.
  4. Complete the Request Validation Window

How to Complete the Request Validation Window

Path: Transactions > Request > Request Log / Identity Tab

The Request Validation window opens when you follow the instructions in How to Accept a Request from Request Log. Add information to this window to create a work order or project for the request. The default acceptance is for a work order. On the Request Log / Identity Tab, you can you click the down arrow on the Accept button. This gives you the option to select Convert to Project and change the window appearance to project-related fields.

Information from the request populates the related fields on the window. In addition, if the requested item or location is affiliated with a contract, you are notified that a contract exists. Use the Contractor field to select the contractor. The contractor information supersedes any trade information.

When the Technician/Crew field is populated, WebTMA completes the Est. Start date field with the current date, i.e., when the the conversion is made. The date is applied to the Schedule date for the technician on the converted work order.

Although these instructions apply to the Request Validation window for work orders, completion is similar for requests converted to Projects with differences in the type of required fields.

  1. Accept or change the contents of the required fields as needed.
  2. Add or revise the Action Requested if required.
  3. Complete as many elective fields as needed.
  4. Click one of the radio buttons regarding a reply to the request: No E-mail, Manual Reply, or Automatic E-mail.
  5. Click the Save button on the window when the field entries are completed.

When the window refreshes, the Request Log window displays the new work order number in the Work Order # field.

NOTE:  The File > E-mail menu option is used to view system-generated e-mail messages. Filter the list to reduce the list and forward individual messages to others. You can also select multiple messages on the e-mail list to be deleted. The messages accumulate until deleted.

How to Deny a Request from Request Log

Path: Transactions > Request > Request Log / Identity Tab

  1. Locate the request.
  2. Click the Reject Reason ellipsis button ellipses_button.png and choose a standard reaspm.* You can also type a message in the free-form text field. Remember to be courteous because the requestor will see your comments.
  3. Click the Reject button below the Reject/Ignore Reason field.

When the window refreshes, the record has been saved and the date and user code of the person rejecting the request are displayed in the read-only fields.

If you opt to send an Automatic E-mail response and the Requestor E-mail field is populated, the request must be associated with a Repair Center.

* An authorized user creates the standard rejection statements in Organization > Lookups / Rejection.

How to Ignore a Request from Request Log

Path: Transactions > Request > Request Log / Identity Tab

  1. Locate the request.
  2. Type the Ignore reason in the Reject/Ignore Reason field. The reason is included if you use automatic e-mails to the requestor, so remember to be polite.*
  3. Click the Ignore button below the Reject/Ignore Reason field.

Once a request is ignored, the Ignore button is disabled until the request record is modified. While the record can be ignored more than once, this is only true if the record is changed in some way. Each time a request is ignored, the text in the Request/Ignore Reason field is appended to the Additional Comments field.

If you opt to send an Automatic E-mail response and the Requestor E-mail field is populated, the request must be associated with a Repair Center.

Ignored is also available as a criterion when you click the Search button on the WebTMA toolbar.

* Unlike a Reject Reason, the Ignore Reason is stored in the Additional Comments field. If you include the Ignore Reason in automatic e-mails, the entire contents of the Additional Comments field are included in the automatic e-mail.

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