Transactions

All transactions that are submitted via a configured public-facing page can be managed and processed via Request It.

From the left-hand navigation bar, click into the Transactions menu item.

From here you will be able to access transactions from Today, Yesterday, This Week and Last Month using the available list views

On any of these screens, you will be able to:

• search for a transaction using the search component at the top
• sort the list by column information
• view details of each transaction using its associated blue view button

Transaction Details

Clicking the View button associated to a transaction will open its details page containing:

• all information submitted by the user displayed in read-only format
• the transaction's Unique Reference assigned by the system upon submission
• where a payment is associated, its unique Payment Code is displayed
• any files attached by the citizen are available via the Files button

Processing a transaction

As the admin/service user, you will be able to process applications using the action buttons (as highlighted above) on the transaction details page.

Action button bar includes:

• Reply: issue responses to the citizen - see details
• Update Status: change the status of the transaction to reflect its progress - see details

The Left Hand Menu Item contains:

• Details: Landing page after selecting to view a Transaction
• History: navigates you to a list of all actions taken against this transaction by you or the citizen
• Files: displays a list of all files attached to this transaction by both you and the citizen

Replying to a citizen

If for any reason you need to reply to a citizen, this can be done by:

• clicking the Reply button
• typing your reply into the Message text area
  • Note that you can format the text using the field's inbuilt editor
• adding files if required using the Add File functionality
• clicking the Send button will automatically:
  • issue an email notification to the citizen
  • update the application history
  • display the message on the citizen's view (as formatted)

Updating a transaction status

You may wish to update the status of a transaction as it is processed, you can do this by:

• clicking the Update State button
• selecting a new state from the dropdown list
  • for information on how to configure the states available in this dropdown list, please see the Configuration Guide
• entering a comment in the Comments text area (mandatory)
• clicking the Update button will automatically:
  • issue an email notification to the citizen
  • update the application history
  • display the new status on the citizen's view

Note that if a Resolution Reason list has been configured for this Request It subject, then the mandatory Resolution Reason dropdown will be displayed when the 'Resolved' state is selected.

For information on how to configure a Resolution Reason list: click here.

Viewing customer responses

Any response received by the citizen will be displayed in the Latest Message section of the transaction's details.

Note that this will only show the latest response, any previous responses can be viewed in the transaction's history.

Viewing transaction history

Clicking the History menu item will display a list of actions which have been performed on this transaction by both you and the citizen.

Each action is recorded with the date, time, user who performed the action and displayed with:

• View button - clicking it shows the details of the action/s

Viewing the Transaction Files

Clicking the Files menu item will display a list of documents/attachments that have been associated with this transaction by both you and the citizen.

Each file is recorded with the uploaded date and time and file name. Using the View button allows you to view/download the associated file(s).

• If no files associated with the transaction, it will display a message saying this.