Service Request
The Bank AdministratorAdministrator is a set of individuals that administer the applicant/Affiliate entity. For example, Accountants, Authorized Signatories for organizations, Power of Attorney for individuals. can view and take action on all service requests initiated by business users. The service request feature enables the Bank Administrator to view the details of each service request initiated and hence, enables the administrator to take an informed decision regarding the approval or rejection of the service request. Alternately, the administrator can also select multiple service request records from the summary page to approve or reject multiple requests at once. The search criteria provided enables the administrator to filter service requests based on various criteria such as request type, status, reference number, etc.
Additionally, an icon is displayed against any service request of which turnaround time is coming to a close so that the bank administrator is made aware of the same and can take immediate action on the specific request.
The service requests supported are as follows:
- Credit Card Hotlisting
- Credit Card Supplimentary
- Credit Card PIN Request
- Replace Card
- Update Card Limit
- Update Auto Repayment
- Register Auto Repayment
- Deregister Auto Repayment
- Activate Card
- Deactivate Card
- Hotlist Card
- Cancel Card
- Debit Card PIN
- Apply Debit Card
- Activate Debit Card
- Replace Debit Card
Pre-Requisites
- Transaction access is provided to Bank Administrator.
Features Supported In Application
The module supports following features:
How to reach here:
Administrator Dashboard > Service Requests
OR
Administrator Dashboard > toggle menu > Service Requests
Service Request - Summary
To view the service requests:
- The initial (summary) page of the service request appears.
![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)
Field Name |
Description |
---|---|
Search Criteria |
|
Request Type |
The administrator can select the type of service request to be displayed in the search result records. The options are:
|
Reference No |
The administrator can search for a service request based on reference number that was generated at the time the service request was initiated. |
Status |
The administrator can search for service requests based on status. The statuses are:
On selecting a status, the administrator is required to mandatorily specify a date range so as to be displayed all the service requests that were initiated within the specified date range and that are in the particular status. |
Date Range |
The administrator can search for service requests initiated between two dates by specifying a date range. The administrator cannot specify a date range that exceeds 30 days. (The maximum date range is configurable). |
First Name |
The administrator can search for service requests initiated by a particular business user by specifying the user’s first name |
Last Name |
The administrator can search for service requests initiated by a particular business user by specifying the user’s last name or surname |
User Name |
The administrator can search for service requests initiated by a particular business user by specifying the user’s user name. |
Party ID |
The administrator can search for service requests initiated by business users on the basis of party ID. |
Search Results |
|
Date |
The date on which the service request was raised. |
Request Type |
The type of service request initiated. |
Requested by |
The name of the customer who has raised the service request. |
User Name |
The user name of the customer who has raised the service request |
Party ID |
The party ID of the user who has raised the service request. |
Reference No |
The reference number generated at the time the service request was raised. |
Status |
The current status of the service request. |
- Enter the required details for the service request search.
- Click
OR
Click to clear the search parameters.
. Based on the search criteria the service requests.
- Click on a specific service request record to view the details of that service request.
OR
Select the checkbox of one or multiple service requests to approve or reject service requests.
Service Request Details
This page is displayed once the Bank Administrator selects a service request record from the previous summary page. This screen comprises of three sections which display the details of the service request, the details of the initiator of the service request and also the transaction journey i.e. a timeline graph depicting the stages of the service request.
To view the service requests details:
- Enter the required details for the service request search.
- Click
OR
Click to clear the search parameters.
. Based on the search criteria the service requests. - Click on a specific service request record to view the details of that service request.
The service request details appears on Request Details screen,
![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)
Field Name |
Description |
---|---|
Request Details |
|
Reference Number |
The reference number generated at the time the service request was raised. |
Date Requested |
The date on which the service request was raised. |
Request Type |
The type of service request initiated. |
User Details |
|
Requested By |
The full name of the business user who initiated the service request. |
User Name |
The user name of the business user who initiated the service request. |
Party ID |
The party ID of the user who initiated the service request. |
Transaction Journey This section displays the stages of the service request in the form of a timeline graph. Details pertaining to when the service request was initiated along with when the service request was approved or rejected are displayed with the help of this timeline. |
- Click
OR
Click to Reject the Service Request.
. to Approve the Service Request - Click to navigate back to the Service Request Summary screen.
Approve or Reject Service Requests
The Bank Administrator can take action on service requests initiated by business users by either approving or rejecting requests. The Administrator can select multiple service requests to approve or reject from the Service Request Summary page and can also approve or reject a service request individually after having viewed the details of the request from the Service Request Details page.
To approve / reject service requests from Service Requests Summary page:
- Select the checkboxes of the service requests that you wish to take action on.
The pop up on which to specify remarks for Approval/ Rejection is displayed. - Enter Remarks and click Approve/Reject.
The service requests get approved/ rejected.
To approve / reject a service request from the Service Requests Details page:
- Select the service request on which you wish to take action from the Service Request Summary page
- Click
The pop up on which to specify remarks for Approval/ Rejection is displayed.
. or . button. - Enter Remarks and click Approve/ Reject.
The service requests get approved/ rejected.