TRACK Request

The user can view all the service requests along with the updated status of each service request initiated by them. This feature enables the user to view the details of each service request and hence, enables the user to keep track of all the service request initiated by him. The search criteria provided enables the user to filter service requests based on various criteria such as request type, status, reference number, date range etc.

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

The bank can define new service requests in addition to the above mentioned Service Requests

Pre-Requisites

Transaction access is provided to the Retail User.

Features Supported In Application

The module supports following features:

Search Service Request
View Service Request details

You are here How to reach here:

Dashboard > Service Request Widget > Track Request
OR
Dashboard > Toggle menu > Service Request > Track Request

Track Request - Search

Field Description

Field Name	Description
Search Criteria
Product Name	The name of the product for which the service request is to be searched.
Category Name	The service request category name related to the product selected.
Date Range	The user can search for service requests initiated between two dates by specifying a date range.
Status	The user can search for service requests based on status.
Search Results
Date	The date on which the service request was raised.
Request Name	The name of 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.

To search the service requests:

Enter any two search criteria in the service request search fields. The search results based on the search criteria appears on the Track Request screen.
OR
Click to clear the search parameters.
Click the Request Name link of the specific service request record to view the details of that service request.

Service Request Details - Request Status

This page is displayed once the user clicks on a service request record from the summary page. This screen enables the user to view the details of a service request.

To view the service request details:

In the Track Request search results screen, click the Request Name link of the specific service request record to view the details of that service request. The Service Request Details screen appears.

Field Description

Field Name	Description
Request Status
Reference Number	The reference number generated at the time the service request was raised.
Request For	The name of the service request.
Date Requested	The date on which the service request was raised.
Status	The current status of the service request.
Request Details	The details of the requested service. All the fields captured at the time of raising the SRA Service Request is a user request for information or advice, or for a standard change. will be populated.

Click Back to navigate back to the Service Request Summary screen.
OR
Click Back to Dashboard to go to the Dashboard screen.

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

This screen is displayed once the user selects a service request record from the previous summary page. This screen displays the details of the service request and the transaction journey i.e. a time line graph depicting the stages of the service request.

Field Description

Field Name	Description
Reference No	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.
Service Request Details This section displays the fields depending on type of service request initiated.
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 Back to navigate to the previous screen.

Click Back to Dashboard to go to the Dashboard screen.

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