Type | Register |
---|---|
Location | Operations / Request |
Licence | Included in all editions |
Requests are a type of activity that is requested by someone, needs to be actioned and may utilise resources. In an emergency context, "Request for sandbags" is an example of a request that may have been requested by an EMLO at the SES, and assigned to a council officer at the depot for fulfilment.
Requests provide the following features:
The Request Datagrid | The Request Form |
The request register is located under Operations > Requests in the menu. As with any register, it will only appear when enabled within the current event, and for users that have access to that register for positions that they are on duty.
To add a new request:
The request will then appear in the datagrid as unassigned, meaning a coordinator will need to assess the request and assign it to a position for action. The unassigned counter can be thought of as an inbox for new requests.
Coordinators can assign requests as follows:
Users on duty for the assigned position will be notified of the assignment.
Requests can only be assigned to positions that are involved in the event. This prevents problems with lost or missing requests during shift changeovers. |
The assignee can edit the request as often as required in order to update progress on the request.
There are two main parts to this:
To update these fields, the assignee simply edits the request to update these fields as required.
When the request has been completed, the assignee can set the status to indicate the job is complete.
Setting the status to Resolved will complete the job and return it back to the coordinator for review. Setting the status to On Hold will mark the job as being paused, and will retain the request with the assignee.
Authorised users can add resources to a request, to track costs and utilisation.
To add a resource to a request:
To complete a resource assignment, edit the resource assignment and click the Completed checkbox.
A large part of resource assignment is tracking the expected costs. For this, there are fields in the request form.
It is possible for administrators to change the list of cost recovery options from within /wiki/spaces/KB/pages/104520134. |
Requests support a full lifecycle workflow model, using a combination of status, assignment, prioritisation and progress. It also tracks the cost recovery method along with estimated costs of any attached resources, for later cost recovery reporting.
The basic workflow for a request is > > > > . Users set the status of the request by editing the request and changing the value in the status field.
The following diagram shows this in more detail.
If the priority of a request is set to HIGH or URGENT priority, then a special counter will appear to track these while they are in an active state.
There are two types of assignment available for requests.
Requests are assigned to a single position to indicate a responsible position. This allows requests to be managed by teams across multiple shifts. A request can only be assigned to one position at a time, meaning there is one point of responsibility to handle and resolve the request. Whenever an active request is unassigned, it reverts to the state and it is the job of coordinators to assign (or close) the request. To unassign a request, simply set the status back to .
A counter will appear for each assigned entity, to allow tracking of assignments by each position or resource. An unassigned counter appears whenever there are unassigned requests that require assignment by coordinators. Coordinators should ensure all requests are assigned for action, or are resolved and then closed.
When the request is in a status, the assignee or the coordinator can update the status of the request with a progress indicator, which is a percentage from 0% through to 90%. To set 100%, change the status to .
As described in the section "Tracking the cost recovery method" (above), cost recovery indicators are built into the request form to support identification of the payer of the request.
From a workflow perspective, it is important to identify the payer for all requests. A Payment Not Authorised counter appears to assist coordinators in following up with any requests without an agreement for payment.
Requests support the following bulk actions.
Name | Applies | Description and Usage |
---|---|---|
Export to Report | Always shown | Provides an ad-hoc report and export of selected records. If no records are selected, it exports all records. To use:
|
Bulk Edit | One or more records selected | Users can change the status, assignment, due date and tags of selected records To use:
|
Create a Copy | One or more records selected | Users can copy one or more requests to a new request(s). The new request(s) are set with a system status of , requiring the user to edit each copied record to make appropriate changes and set the status accordingly. To use:
If templates are copied, the resulting records will not be templates. |
Any updates to a request will send notifications to all users assigned to the request /wiki/spaces/KB/pages/85950687. If the request is unassigned, coordinators receive these notifications.
The following reports are useful in reporting and managing requests.
Folder | Name | Description |
---|---|---|
Operations | Requests | Generates a comprehensive listing of all requests and their requestor details. |
Operations | Contacts | Generates a listing of all contacts for the event, which includes requestors. |
Operations | Request Resource Assignment | Generates a list of all resource assignments for the event with extended details on the resource, the assignment and the request to provide a basis for financial recovery. |
All reports can be grouped, ordered and filtered by a range of fields, and the results can be printed, exported to Excel and saved into Crisisworks as a snapshot.
Read Generating Reports for more details.
It is possible to export a custom selection of requests using the standard Requests report.
To export a custom selection:
If you wish to export the generated report, scroll to the bottom of the report and click Export to Excel
The following information allows system integrators or technologists to work with the Crisisworks API.
Field ID | Label | Form Type | Data Type | Values | Notes |
---|---|---|---|---|---|
requestorIsMe | radio | enum | me, external | Defaults to me | |
requestor | singleSubForm | relation | /wiki/spaces/KB/pages/104310068 | Only available if ‘requestorIsMe:external’ | |
requestorHr | <hr /> | info | Read only | ||
requestorAuthorisedPayment | The requestor is authorised and has agreed to pay any costs | checkbox | boolean | ||
title | Subject | text | string(255) | Required; a brief summary used in short messages and summary listings. | |
details | Details | rte | clob | Enter the details of the request | |
media | Attachments | media | Attach any supporting documentation | ||
requiredResources | Resources | resourceList | |||
payer | Cost Recovery Method | select | enum | noauth, requestor, council, incident, other | Required; only available if ‘requestorAuthorisedPayment:false’; defaults to noauth; if costs are incurred, who will pay? |
payerOther | Other Payer (specify) | text | string(255) | Only available if ‘payer:other’ | |
payerRequestorLabel | info | Only available if ‘requestorAuthorisedPayment:true’; read only; the requestor is authorised and has agreed to pay any costs | |||
progress | Progress | select | enum | 0, 10, 20, 30, 40, 50, 60, 70, 80, 90, 100 | Only available if 'status:/^3 |
priority | Priority | select | enum | 1, 2, 3, 4 | Defaults to 2 |
assignee | Position Assigned | assignment | Single assignment to Positions | ||
related | Related Contacts | related | |||
activity | auditLog |
The requestor field is a link to a Contact record, and the details can be found in the /wiki/spaces/KB/pages/104310068. |
Field ID | Label | Form Type | Data Type | Values | Notes |
---|---|---|---|---|---|
hasAsset | Location | asset | Supports Property and Point of Interest; MDA94 projection used for geospatial assets; select the location to deliver or perform the request, or click a location on the map | ||
hasDueDate | Due By | duedate | |||
hasMap | geo | Uses MDA94 projection | |||
hasSchemaSelection | Type | schemaselection | |||
hasStatus | status | ||||
hasTags | tags |
Workflow ID | Label | Value | Next States | Initial State |
---|---|---|---|---|
UNASSIGNED | Requested | 1 | UNASSIGNED, ASSIGNED, RESOLVED | ✓ |
ASSIGNED | Assigned | 2 | ASSIGNED, UNASSIGNED, IN_PROGRESS, RESOLVED | |
IN_PROGRESS | In Progress | 3 | IN_PROGRESS, ON_HOLD, UNASSIGNED, RESOLVED | |
ON_HOLD | On Hold | 4 | ON_HOLD, IN_PROGRESS, UNASSIGNED, RESOLVED | |
RESOLVED | Resolved | -1 | RESOLVED, ASSIGNED, UNASSIGNED, CLOSED | |
CLOSED | Closed | -2 | CLOSED |
The import user interface does not currently support importing requests. However, the Crisisworks API allows integrators to manage and extract all data. |