Pathway - Assigning Customer Service Requests

Pathway Customer Service Requests are assigned to default officers or responsibility groups, when initially created. For a group the requests can then be reassigned to particular officers.

You assign the officers for a request in the request

Customer Service >> Request Maintenance

menu option. First search for the request(s), select from the list and edit in the request form.

To (re)assign a request as:

1. Responsible Officer - change the drop-down entry and save the change
2. Actioning Officer - change the drop-down entry and save the change

To do this in bulk:

1. Search for the requests by officer, to retrieve the list
2. repeat the reassigning for each request, as above, returning to the list for the next request to change

To set the default officers when requests are created:

1. Menu option Customer Service >> Parameters >> Request Type Maintenance
2. Search for the request type(s). Use '*' for wildcard searches. E.g. CAT*
3. For each request type, in option Responsible Officers, set the default Responsible and Actioning Officer.