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Exact Synergy Enterprise   
 

Creating and modifying requests

Menu paths

  • Workflow à Entry à Requests à Requests: New
  • Workflow à Reports à Requests à Search
  • Service management à Reports à Service activities à Service activities
  •  à My Workflow

Introduction

There are various types of requests pre-defined in Exact Synergy Enterprise. System administrators can add customized request types in the system. Depending on the request type, requests can be used for various applications such as to start a workflow, apply for leave of absence, share information, communicate electronically, track projects and opportunities, or create appointments in the calendar. Requests that are used in a process flow template can be used to initiate process flows such as a sales cycle. Specially defined request types can also be used to automatically elevate a customer status.

This document only describes the request form for the single, multiple, and weekly request entry types. You can also create a request from a document, project card, contact card, personal card, item card, serial number card, account card, or from another request.

Note: Once you create an absence request, the corresponding number of days will be deducted from their absence entitlement.

Roles and rights

All users can create or modify a request depending on the settings configured in the Flow tab of the request type definition. Whether certain information is visible or can be edited in a request form depends on the status of the request and the definition of each field configured in the Fields tab of the request type definition. The actions that can be performed on a request depend on the request status and the request type definition. For private requests, only the request creator and the current actor in the request can view and modify the request.

Note:

  • For more details on function rights, go to System à Setup à Security à Function rights.
  • For more details on roles, go to System à Setup à Security à Roles.

What version are you using?

The information in this document is based on product update 260. If you have versions lower than this, certain features explained here will not be applicable.

How do I create a request?

  1. On the Request: New page, select a request type under the All request types section.
  2. Define the relevant fields.
  3. Click Create.

Keep in mind:

  • All fields with the “!” icon are mandatory.
  • The Submit button is only available if the request is new or in the Draft status.

How do I edit a request?

  1. On the Request: New page, select a request type under the All request types section.
  2. Define the relevant fields.
  3. Click Edit to make the change(s).
  4. Click Save.

Keep in mind:

  • All fields with the “! icon are mandatory.
  • The Edit button is useful in situation when you are also the person who approves the request.

How do I save the request in the Draft status?

  1. On the Request: New page, select a request type under the All request types section.
  2. Define the relevant fields.
  3. Click Draft.

How do I delete a request?

  1. On the Workflow: Search – Requests page, define the search criteria.
  2. Click Show.
  3. Select the request you want to delete by clicking the hyperlinked request under the Description column.
  4. Click Delete.

Keep in mind: Only the request creator, the manager of the item specified in the request, or a person with a specific role can delete a request.

How do I copy a request?

  1. On the Workflow: Search – Requests page, define the search criteria.
  2. Click Show.
  3. Select the request you want to copy by clicking the hyperlinked request under the Description column.
  4. Click Copy. For more information, see Copying requests.

Keep in mind: The Copy button is not available if the request is new.

How do I approve a request?

  1. On the Workflow: Search - Requests page, define the search criteria.
  2. Click Show.
  3. Select the request which has the Open status under the Action column by clicking the hyperlink under the Type column.
  4. Click Approve.

Keep in mind: The Approve button is only available when a request is in the Open status and you are the person designated to approve the request.

How do I reject a request?

  1. On the Workflow: Search - Requests page, define the search criteria.
  2. Click Show.
  3. Select the request which has the Open, Approved, or Realized status under the Action column by clicking the hyperlink under the Type column.
  4. Click Reject.

Keep in mind: The Reject button is available to the current actor of the request when a submitted request is in the Open, Approved, or Realized status.

How do I reopen a request?

  1. On the Workflow: Search - Requests page, define the search criteria.
  2. Click Show.
  3. Select the request which has the Open status under the Action column by clicking the hyperlink under the Type column.
  4. Click Reopen.

Keep in mind: The Reopen button is available only when the request is in the Approved, Realized, or Processed status depending on the settings in the Reopen (Completed) section of the Flow tab of the request type definition.

How do I process and mark the request as completed?

  1. On the Workflow: Search - Requests page, define the search criteria.
  2. Click Show.
  3. Select the request which has the Realized, or Approved status under the Action column by clicking the hyperlink under the Type column.
  4. Click Process.

Keep in mind: The Process button is available only to the person designated to process the request if the request requires processing as defined in the Process section in the Flow tab of the request type definition. If the request needs to be realized, this is available when the request is in the Realized status. Otherwise, this is available when the request is in the Approved status.

How do I assign another person to act on the request?

  1. On the Workflow: Search - Requests page, define the search criteria.
  2. Click Show.
  3. Select the request which has the Realized, or Approved status under the Action column by clicking the hyperlink under the Type column.
  4. Click Assign.

Keep in mind: The Assign button is available in the Open, Approved, or Realized status as well as the people to whom you can assign the request depends on the configuration of the Assign: Ownership options in the Approve, Realize, and Process sections in the Flow tab of the request type definition.

How do I assume ownership of the current action of the request?

  1. On the Workflow: Search - Requests page, define the search criteria.
  2. Click Show.
  3. Select the request which has the Open, Approved, or Realized status under the Action column by clicking the hyperlink under the Type column.
  4. Click Assume.

Keep in mind: The Assume button is available to a person allowed to assume the action when the request is in the Open, Approved, or Realized status depending on the configuration of the Assume: Ownership options in the Approve, Realize, and Process sections in the Flow tab of the request type definition.

How do I remark another person about a request?

  1. On the Workflow: Search - Requests page, define the search criteria.
  2. Click Show.
  3. Select the request which has the Open, Approved, or Realized status under the Action column by clicking the hyperlink under the Type column.
  4. Click Remark
  5. On the People page, define the search criteria.
  6. Click Refresh
  7. Select the check box next to the ID of the relevant person.
  8. Click Add, and then click Close.

How do I remark multiple persons about a request?

  1. On the Workflow: Search - Requests page, define the search criteria.
  2. Click Show.
  3. Select the request which has the Open, Approved, or Realized status under the Action column by clicking the hyperlink under the Type column.
  4. Click Remark.
  5. On the People page, define the search criteria.
  6. Click Refresh.
  7. Select the check boxes next to the IDs of the relevant people.
  8. Click Add.
  9. Once the relevant people have been selected, click Close.

Keep in mind: The Remark button is available to the actors involved with the request. The availability of this in the Open, Approved, or Realized status as well as the people to whom you can send the copy as a remark depends on the configuration of the Assign: Remark options in the Approve, Realize, and Process sections in the Flow tab of the request type definition. 

How do I clear a request remarked to a person?

  1. On the Workflow: Search - Requests page, define the search criteria.
  2. Click Show.
  3. Select the request which has the Open, Approved, or Realized status under the Action column by clicking the hyperlink under the Type column.
  4. Click Clear: Remark.
  5. On the Remark (Clear) page, select the check box next to the ID of the person.
  6. Click Add, and then click Close.

How do I clear a request remarked to multiple persons?

  1. On the Workflow: Search - Requests page, define the search criteria.
  2. Click Show.
  3. Select the request which has the Open, Approved, or Realized status under the Action column by clicking the hyperlink under the Type column.
  4. Click Clear: Remark.
  5. On the Remark (Clear) page, select the check boxes next to the IDs of the relevant people.
  6. Click Add, and then click Close.

Keep in mind: The Clear: Remark button is available only to the person who created the remark copy.

How do I realize a request?

  1. On the Workflow: Search - Requests page, define the search criteria.
  2. Click Show.
  3. Select the request which has Open status under the Action column by clicking the hyperlink under the Type column.
  4. Click Realize.

Keep in mind: The Realize button is available only when the request is in the Open status and you are the person designated to realize the request.

How do I restore the request back to the designated person?

  1. On the Workflow: Search - Requests page, define the search criteria.
  2. Click Show.
  3. Select the request which has the Open status under the Action column by clicking the hyperlink under the Type column.
  4. On the selected request page, click Rebuild.

Keep in mind: The Rebuild button is available only when the request has been assumed or assigned. If the request is assigned to another person or the ownership was assumed by another person, the assignment and assumption will be removed. For example, you can click this to reject an assignment without rejecting the request or move the request back into the workflow of the assigner when there is still some work to be done before it can be realized.

How do I print reports?

  1. On the Workflow: Search - Requests page, define the search criteria.
  2. Click Show.
  3. Click the request hyperlink in the Created or Description column.
  4. Click Print report.

How do I create letters?

  1. On the Workflow: Search - Requests page, define the search criteria.
  2. Click Show.
  3. Click the request hyperlink in the Created column or Description column.
  4. Click Create letter. For more information, see Creating letters with Word Merge on single processes.

Keep in mind:

  • For more information on creating letters on bulk processes, see Creating letters with Word Merge on bulk processes.
  • The Create letter button is available only if the New Word Merge check box under the Word Merge section on the Document: Settings page is selected. For more information, see Setting up documents. This setting is available only for existing users moving to product update 250. From product update 250 onwards, by default, the Create letter button will be displayed.
  • The Create letter button is not available if the request is new.

How do I create e-mails?

  1. On the Workflow: Search - Requests page, define the search criteria.
  2. Click Show.
  3. Click the request hyperlink in the Created column or Description column.
  4. Click Create email. For more information, see Creating e-mails with Word Merge on single processes.

Keep in mind:

  • For more information on sending e-mails on bulk processes, see Creating e-mails with Word Merge on bulk processes.
  • The Create email button is available only if the New Word Merge check box under the Word Merge section on the Document: Settings page is selected. For more information, see Setting up documents. This setting is available only for existing users moving to product update 250. From product update 250 onwards, by default, the Create email button will be displayed.
  • The Create email button is not available if the request is new.

Troubleshooting

When submitting a Multiple request, the maximum number of form fields supported is up to 5000. If you encounter an error while submitting a Multiple request, this means that the maximum number of form fields has exceeded 5000. To solve this, you need to retrieve the value of form fields and replace it with a higher value. To do this, see the following steps:

  1. Change add key="EnableHttpCollectionKeysLogging" value="0" to add key="EnableHttpCollectionKeysLogging" value="1" in web.config file.
  2. Perform the submitting of multiple request that cause the error.
  3. Run the following script in the db:
  4. Replace the value in the tag with the value retrieved from the sql query.

Note that if the value is too high, it may cause the system to slow down or crash.

Buttons

Fields

Related documents

     
 Main Category: Attachments & notes  Document Type: Online help main
 Category:  Security  level: All - 0
 Sub category:  Document ID: 14.991.676
 Assortment:  Date: 01-01-2020
 Release: 264  Attachment:
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