Users can to search the Request module for similar, duplicate or related Request records. The Request Lookup function, which is available through a drop-down menu found on several Customer and Location fields on the Request form, provides a convenient way to:
Determine whether another customer(s) has previously reported the issue and a Request already exists for the problem.
Detect whether the customer has previously submitted a similar Request, which might indicate a recurring issue or, perhaps, a gap in the agency's workflow.
Identify customers who are frequent reporters.
Find out whether this issue might be related to others in the same area.
Type the given customer information into the appropriate field(s):
Name, MI, Name 2
Phone #
Email
Req Parcel Number
Req Address, Req Street Name
Util Acct #
Click the at the end of the field and select Request Lookup. A pop-up appears that displays Requests that match the search criteria entered in Step 1:
Choose a Request from the list and click Select. The system displays the selected record. (Note that you may first be asked to select the view you prefer.)
Open the record.
If the selected record is the desiredRequest:
Update the record with any new information or use the Requestersgrid to add new Requesters.
Close the incomplete Request record. When asked whether you wish to close the form (without saving), click Yes to delete it.
Type the given information into the Loc Address and Loc Street Name field(s).
Click the at the end of the field and select Request Lookup. A pop-up appears that displays Requests with the same Loc Address and Loc Street Name.
Choose a Request from the list and click Select. The system displays the selected record. (Note that you may first be asked to select the view you prefer.)
Open the record.
If the record is the desiredRequest:
Update the record with any new information or use the Requestersgrid to add new Requesters.
Close the incomplete Request record. When asked whether you wish to close the form (without saving), click Yes to delete it.
Type the given or applicable information into the Request fields.
Click the next to the Loc Street Name field and select Search for Duplicate Requests. The following pop-up appears, displaying Requests that match the current request based on the following criteria:
Problem - Looks for Requests with the same Problem. This function requires the Find Duplicate Request by Problem Code? option to be enabled in Work Options.
Address Block - Looks for Requests on the same block as the Loc Address/Loc Street name. This function requires the Find Duplicate Request by Address Block? option to be enabled in Work Options.
Date Range - Looks for Requests added to the system within a selected date range. This function requires the Find Duplicate Request by Date Range option to be enabled in Work Options.
Note: The pop-up only displays Requests that match all of the criteria enabled in the Work Request Options.
Choose a Request from the list and click Select. The system displays the selected record. (Note that you may first be asked to select the view you prefer.)
Open the record.
If the record is the desiredRequest:
Update the record with any new information or use the Requestersgrid to add new Requesters.
Close the incomplete Request record. When asked whether you wish to close the form (without saving), click Yes to delete it.
How to find related Requests using Customer data
at the end of the field and select Request Lookup. A pop-up appears that displays Requests that match the search criteria entered in Step 1: