2.1.10 Pending Requests

This topic describes the systematic instruction about the Pending Requests in the Account 360 screen. Specific requests raised by the customer with the bank sometimes take time to process or investigate. Such requests are captured as Service Requests.

Service Requests help the users track customer requests, maintain a target completion date, priority for a request, change severity for an ageing request, and update brief details of information exchanged with the customer. The Pending Requests widget helps the user Add, Modify, Edit, or View the service requests raised by the Customer.

1. On the Account 360 screen, the system displays the Pending Requests for the account.
   Pending Request details for the account are displayed.

   Figure 2-14 Pending Requests

   
   Description of "Figure 2-14 Pending Requests"
2. On the Pending Request widget, the system displays the total number of requests available for the account. If no pending requests are displayed, the system displays the message as No record to display.
3. On the Pending Request widget, the system displays the following fields.
   For more information on fields, refer to the field description table.

   Table 2-5 Pending Request - Field Description

   Field	Description
   Service Request Type	Displays the Service Request type. For example, Statement Copy, Transaction Dispute etc.
   Due Date	Displays the target completion date.
   Status	Displays the service request status. The status types are: Escalated Pending Open

4. To add a new request, click on Add a Request button.
   New Service Request pop-up window is displayed.

   Figure 2-15 New Service Request

   
   Description of "Figure 2-15 New Service Request"
5. On the New Service Request pop-up window, specify the fields.
   For more information on fields, refer to Table 1-5.
6. Click the Save button.
   Request saved successfully message is displayed.
7. Click OK.
   A new record is displayed in the Pending Request widget.
8. On the Pending Requests widget, click icon to view or modify the service requests.
   Service Request Details screen is displayed.
9. The Pending Requests widget displays two service request details at a time. If more than two service request details are present for the account, the View All button is enabled to the user.
10. To view all Pending Requests, click on View All button.
    View All - Pending Requests pop-up window is displayed.