Viewing your Outstanding Requests

This topic relates to the Nano interface.

The Requests Outstanding widow displays all requests requiring your attention. Those that have been forwarded to you or your group, or that you are working on. Also, requests you assigned to someone else that have not been picked up yet.

On the Requests Outstanding window you can:

  • Show and hide the filters section
  • Filter your list of work items
    • Show requests that are currently with you, have been forwarded to you or your group, and requests you forwarded.
    • Toggle between authorized and unauthorized requests.
    • Toggle between suspended and unsuspended requests.
  • Configure the columns by adding or removing columns and changing their order.
  • Right-click on a request(s) to perform actions such as Add Note, Action, Review, Email, etc.

Use Workload Outstanding to view all work items requiring your attention. Depending on your Security Roles, this can include calls, request, and tasks.

Using the Requests Outstanding Window

Before you start

To view requests Workflow Analyst must be enabled in the Shared tab of your Workflow Management Security Role.

The following settings must be enabled in the Requests tab of your Workflow Management Security Role to perform the listed actions:

  • To forward requests from the Search or Outstanding windows, enable Request Bulk Forward.
  • To close requests from the Search or Outstanding windows, enable Request Bulk Close.
  1. Open the Request Outstanding window by selecting View from the menu and then Request Outstanding.
  2. The Requests Outstanding window opens with the default filters selected. To change the filters, select . The Filters section appears.
  3. Select and deselect filter options as needed:
Your Requests Select to view requests for which you are the Current Analyst.
Fwd to You Select to view request forwarded to you.
Fwd to Group Select to view requests forwarded to your group.
Fwd Internally Select to view requests forwarded internally by you.
Authorized Select to show only authorized requests. Toggle off to show only requests that are in an unauthorized state.
Suspended Select to show only suspended requests. Toggle off to show only requests that are not suspended.

 

  1. Records matching your parameters are displayed in the Results table.
  • Sort the table of results by clicking on a column header.
  • Change the columns in the table by selecting from the toolbar to open Column Configuration window.

    • See Configuring Columns for more details.

  1. To open the Request details, select the record(s) in the results table and double-click, or right-click and then select .

    2. You can select multiple Request records by holding the CTRL key while select each row.

  2. Other actions are available by selecting the record(s) in the results table, then right-clicking and selecting:
  • to open the request window in Review mode.
  • to add a note to the request. The Add Note window is displayed.
  • to forward the request. The Forward window is displayed.
  • to close the request. The Request Close window is displayed.
  • to send an email from the request. The Email window is displayed.
  • to generate a Details Report.
  • to open the Task Dependencies Diagram.

The Toolbar

The Request Outstanding toolbar provides a number of functions and options:

Select to refresh the results table.

Select to change the display of the call records to a Kanban layout.

Request Statuses must have the Parent Status setting enabled in System Admin to appear as Kanban column headers.

This option is only available while in table layout.

Select to change the display of the call records to a table layout.

This option is only available while in Kanban layout.
Select to open the Column Configuration window to Viewing your Outstanding Requests displayed in the results table.

This option is only available while in table layout.

Select to expand the Filter section and change the filter options:

Your Requests Select to view requests for which you are the Current Analyst.
Fwd to You Select to view request forwarded to you.
Fwd to Group Select to view requests forwarded to your group.
Fwd Internally Select to view requests forwarded internally by you.
Authorized Select to show only authorized requests. Toggle off to show only requests that are in an unauthorized state.
Suspended Select to show only suspended requests. Toggle off to show only requests that are not suspended.

Only submitted requests are displayed, there is no toggle to show requests that are pending submission by users.
Select to hide the Filter section
Forward the selected request(s) to an analyst or group. Opens the Forward window.

This option appears after one or more records is selected in table layout.

You must have Request Bulk Forward enabled in your Workflow Management Role to see this option.
Close the selected request(s). Opens the Close window.

This option appears after one or more records is selected in table layout.

You must have Request Bulk Close enabled in your Workflow Management Role to see this option.