Request Processing

This feature enables 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. to view the details of each service request initiated by business user 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.

For the requests built using Service Request Form builder feature, once the Administrator approves/ rejects a Service Request, he can change the status of the request and can also enter the comments while updating the status.

Below are the Service Requests that are available out of the box in the system:

• Credit Card Supplementary
• Credit Card PIN Request
• Replace Credit Card
• Update Card Limits
• Update Credit Card Auto Payment
• Register Credit Card Auto Payment
• Deregister Credit Card Auto Payment
• Activate Credit Card
• Hotlist Debit Card
• Cancel Debit Card
• Debit Card PIN Request
• Apply Debit Card
• Replace Debit Card
• Block Debit Card (temporary block)
• Unblock Debit Card (remove temporary block)
• Upgrade Debit Card

Apart from the above mentioned Service Requests, Bank can define new Service Requests definitions using Service Request-Form builder

Pre-Requisites

• Transaction access is provided to Bank Administrator.

Features Supported In Application

The module supports following features:

• View details of Service Request raised by customers
• Approve / Reject Service Requests
• Changes status of Service Request and input comments (for service requests built using Service Request-form builder)

How to reach here:

System/ Bank Administrator Dashboard > Toggle Menu > Others >Request Processing
OR
Bank Administrator Dashboard > Others >Request Processing

Request Processing - Summary

To view service requests:

1. Select the Request Processing option on the dashboard or menu.
   The initial (summary) page of the Request Processing appears.

3. 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.

To search for specific service requests:

1. Enter the required information in the service request search criteria fields.
2. Click Search. The specific service request records are displayed based on the search criteria specified.
   OR
   Click Reset to clear the search parameters.
   

3. Click on a specific service request record to view the details of that service request.
   OR
   Select the check box of one or multiple service requests to approve or reject service requests.
   

Service Request Details (For Service Requests available out of the box)

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 time line graph depicting the stages of the service request.

Below are the Service Requests that are available out of the box in the system:

• Credit Card Supplementary
• Credit Card PIN Request
• Replace Credit Card
• Update Card Limits
• Update Credit Card Auto Payment
• Register Credit Card Auto Payment
• Deregister Credit Card Auto Payment
• Activate Credit Card
• Hotlist Debit Card
• Cancel Debit Card
• Debit Card PIN Request
• Apply Debit Card
• Replace Debit Card
• Block Debit Card (temporary block)
• Unblock Debit Card (remove temporary block)
• Upgrade Debit Card

To view the service requests details:

1. Enter the required information in the search criteria fields.
2. Click Search. The specific service request records are displayed based on the search criteria specified.
   OR
   Click Reset to clear the search parameters.
   
3. 3. Click on a specific service request record to view the details of that service request.
   The service request details appears on the Service Request Details screen.

4. Click Approve . to Approve the Service Request
   OR
   Click Reject to Reject the Service Request.
   
5. Click Back to navigate back to the Request Processing - Summary screen.

Approve or Reject Service Requests (For Service Requests available out of the box)

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:

1. Select the check boxes of the service requests that you wish to take action on.
   The pop up on which to specify remarks for Approval/ Rejection is displayed.
2. Enter Remarks and click Approve/Reject.
   The service requests get approved/ rejected.

To approve / reject a service request from the Service Requests Details page:

1. Select the service request on which you wish to take action from the Service Request Summary page
2. Click Approve . or Reject button.
   The pop up on which to specify remarks for Approval/ Rejection is displayed.
3. Enter Remarks and click Approve/ Reject.
   The service requests get approved/ rejected.

Service Request Details (Requests created using Service Request-Form Builder)

This page appears for the service requests created using ‘Service Request Form Builder’ screen.

The Bank Administrator selects a service request record from the summary page. This screen comprises of three sections which display the request attributes, the details of the service request and the user details

To view the service requests details:

1. Enter the required information in the search criteria fields.
2. Click Search. The specific service request records are displayed based on the search criteria specified.
   OR
   Click Reset to clear the search parameters.
   
3. Click on a specific service request record to view the details of that service request.
   The service request details appears on the Request Processing details screen.

4. Click Approve . to Approve the Service Request
   
   OR
   
   Click Reject to Reject the Service Request.
   
   
5. Click Back to navigate back to the Request Processing - Summary screen.

Approve or Reject Service Requests (created using Service Request Form Builder)

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 a service request:

1. Select the service request on which you wish to take action from the Service Request Summary page
2. 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 success message along with the reference number, service request number and status appears.
• Click Ok to complete the transaction and navigate the dashboard.
• Navigate to the Request Processing transaction and search the service request that you have approved.
  The Request Processing details screen appears

• Click Change Status to change the status of the service request. A pop up to specify remarks appears.
  OR
  Click Cancel to cancel the transaction and navigate to the dashboard.
  OR
  Click Back to navigate to previous screen.

Request Processing - Change Status

• From the Status list, select the status of the service request.
• In the Remarks field, enter the remarks if any.
• Click Submit. The success message along with the reference number, service request number and status appears.

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