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:

View Service Request raised by customers
Approve Service Requests
Reject Service Requests

You are here 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.

Field Description

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: Credit Card Hotlisting Credit Card Supplementary Credit Card PIN Request Update Bill Cycle 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
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: Open Completed Rejected 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 Search. Based on the search criteria the service requests.
OR
Click Reset to clear the search parameters.

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 Search. Based on the search criteria the service requests.
OR
Click Reset to clear the search parameters.
Click on a specific service request record to view the details of that service request.
The service request details appears on Request Details screen,

Field Description

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 Approve . to Approve the Service Request
OR
Click Reject to Reject the Service Request.
Click Back 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 Approve . or Reject. button.
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.

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