Global request type settings

When you click the Edit Global Settings for Service Request Type button at the top of the Service Request Type page, Infor Public Sector shows the Request Type Global Parameters dialog box. You can enter these settings on the IPS Setup tab:

• Under Duplicate Search Parameters, you can define how Infor Public Sector will search for duplicate requests when you create a new request in Submit Service Request or Call Center. When you select the Search For Duplicate Requests check box Infor Public Sector enables the other elements in this section, which you can use to define the search parameters:
  • If you select Same Request Type, Infor Public Sector will only search for service requests of the same type.
  • Select Local Search Only if you only want to search the local Infor Public Sector database, and no the GIS.
  • The GIS Search Radius field specifies the range in which Infor Public Sector will search for duplicate requests.
  • The Created in the Last (Min) field specifies a time frame for the duplicate request search. If you enter 0, Infor Public Sector will search all service requests.
• Under Email Notification, you can select the Notify Customer Regarding Service Request Progress check box to indicate that you want to generate email notifications for customers. You can also use the Correspondence Setup field to specify the correspondence definition that you want to use for these emails.
• If you select the Resolve Linked Requests check box under Linked Requests, Infor Public Sector will automatically resolve all linked child requests when you resolve a parent request. Otherwise the linked requests will remain open.
• Use the Detail Page Definitions grid to define detail pages that Infor Public Sector will show for all request types. You can also define detail pages for individual request types.