Request for Action

A Request for Action (RFA) identifies a request for service or work to be done. Before you can enter RFAs for your organization, System Administrators must first define RFA types in the system. A customer or internal employee submitting a request can select from a list of predefined RFA Types.

Before you can enter work orders and RFAs for your municipality, System Administrators must first define work order and RFA types in the system.

To add a Request for Action in the system, go to Financial Management > Work Orders > Add Request for Action and follow the steps below:

General

  1. In Request Date, type or select the date of the RFA. By default, the current date and time are selected.
  2. In Description, type text to briefly describe the request. The maximum length is 64 characters.
  3. In Comments, type additional informational text to describe the request.
  4. In Request For Action Type, select the RFA type in the drop-down list. (The available RFA types were created by the system administrator in your municipality and you must also be given User-Based Security access to the Request Type.) The Contact and Location fields that display on the page change based on the settings defined by your system administrator. If an asset-based RFA type is selected, the Asset Information section will be displayed on the right half of the page.
  5. The Location and Contact fields on this page vary depending on the Request Type you selected and are based on the request type settings defined by your system administrator. Enter the appropriate information as required.

    When you select a Location Type from the drop-down list, the options are pre-loaded based on the selection you make. For example, Utility Account data is loaded from the Utilities database if your municipality has a license to the Utility Management module.

  7. For a location-based RFA Type, after entering location information you can also select an Asset, if desired.

    8. If an asset-based RFA Type was selected in the Request for Action drop-down, the Asset and Asset Service Location fields will be displayed under the Asset Information section.

    • Select an Asset from the drop-down or click the Advanced Search icon to the right of the field for additional options to locate one.

    Note: The assets displayed in the drop-down depend on the classification that was selected on the RFA Type. If no Asset Classification was selected on the RFA Type then all of the assets will be displayed in the drop-down. However, assets displayed are still dependent upon User Based Security settings as well as Process Manager settings.

    • In the Asset Service Location field, enter the location where the asset will be serviced.

     

    In Requestor Type, select either Other or Employee to identify if the requestor is an employee of your municipality or not.

    If you select Other, the Reported By field displays. Enter the necessary information of the person who is making the request for service.

    If you select Employee, the Employee field displays. If your municipality has a license to the Human Resources module, select a name from the drop-down list. Otherwise, type an employee name. As needed, enter the necessary information of the person who is making the request for service.

  8. Select the Priority for the RFA to determine its level of importance. (Priority is defined in Validation Set 126.)
  9. If your system administrator set up user-defined fields, an additional section appears at the bottom of the screen where you can enter the necessary data.
  10. Click Save to retain the RFA or click Save/New to save the RFA and create a new one.

When you click Save, a Request Details box, the Referral History and Documents tabs display on the page where you can provide additional information as needed. Expand a category below for more information on how to use these features.

In the Request Details area, you can add notes regarding the request. The notes added are time and date-stamped and also identify the user name of the person who entered the note.

  • To add a new note, click New Subject. Add a title in the Subject line and type additional information in the in the text box. Click Save.
  • To add a new note to an existing message thread, click Add Note. To edit the text of an existing note you added, click the Edit Note icon. Click Save.

Click Save at the bottom of the page to save your notes on the page.

To cancel a request, follow the steps below:

  1. Click Cancel Request and the Cancel Request for Action pop-up window displays.
  2. In the Reason drop-down list, select a reason for the request.
  3. In Comments, type additional information to describe the reason for the cancellation.
  4. Click OK. The request is removed from the system.

You can create a work order from an existing RFA, attach similar requests together, or attach an RFA to an existing work order. Follow the steps below to create a work order:

  1. Click Create Work Order and the Request for Action to Work Order page displays.
  2. In Work Order Options, select how you want to create a work order. The following options are available:

Allows you to search for a work order in the system and attach it to the request selected.

  1. In Work Order Options, select a Search for Existing Work Orders option and a list of work orders displays that meet the criteria selected.
  2. Click the Paperclip icon next to the work order you want to attach to the request.
  3. Click OK to proceed and merge the request with the work order.

Allows you to attach the selected request to a work order already in the system. 

  1. In Work Order Options, select Attach to a Specific Work Order.
  2. If the work order has been closed, but you want to attach the request to it, select the Select Closed Work Order check box.
  3. In Choose Work Order, begin typing a work order number if known and/or click the drop-down arrow and select a work order from the list.
  4. Click OK.

Allows you to create a new work order based on the request information.

  1. In Work Order Options, select Create a New Work Order.
  2. In Work Order Type, select the type of work order you want to create.
  3. In Responsible Department, select the department responsible for performing the tasks associated with completing the work order.
  4. Click OK.

After you perform one of the above actions, click the Results link to the Work Order and update the work order information on the Work Manager page.

Acknowledgements can be sent to users to alert the requestor, users, and/or employees via e-mail when a request comes in. Use this option if a request comes in an no action will be taken, because work will be done by another area.

To refer the request to another user either for resolution or as informational, follow the steps below:

  1. Click Refer and the Refer Request for Action pop-up window displays.
  2. In the Refer To drop-down list, select the user to whom you want to refer the request.
  3. In Subject, type text to briefly describe the request and/or reason for the referral.
  4. In Comments, type additional information to describe the request and/or reason for the referral.
  5. Click OK. The referral is sent to the user and displays as a new message in the user's myNotifications list.

Every referral submitted creates a Note in the Request Details box.

The Referral History page displays a list of referrals that have been submitted for the request.

The Documents page displays the documents that are tied to the work order record within the New World ERP software. For example, a sample of a permit or checklist can be attached to the work order record.

This page uses the standard document processing fields used throughout the system. The Document Viewer feature enables the import and maintenance of all forms of media relating to transaction documents. Remote documents may also be added.

See Also

Work Orders Overview

Request for Action Inquiry