XClose

Student and Registry Services

Menu

Changes to Actions on Logging Enquiries on behalf of students

9 July 2021

We are pleased to announce an enhancement to the existing functionality.

We are pleased to announce an enhancement to the 'log an enquiry on behalf of an enquirer' functionality. 

From 19th July you will notice a change to the screen you complete when logging an enquiry on behalf of an applicant/student. The ‘Close on Logging’ tick box has disappeared. 

Instead, you will see a drop-down of three actions to select from: 

  • Enquiry Logged;
  • Log and Request Info From Enquirer;
  • Log, Provide Solution and Mark as Closed.

These new actions mean you no longer have to do multiple actions to inform the student and get the enquiry to the correct status on the summary grid (and with the SLA). Other than the new drop-down, the steps to log the enquiry are the same. Select the action, create a title, add in a message and manage any communications out and the enquiry owner through the advance options. 

Depending on which action you choose the status of the enquiry, the SLA and the email template the enquiry receives (if you leave the boxes ticked) change: 

Action Impact on SLA Summary Grid Location Summary of Email Sent to Enquirer (if you leave the tick boxes ticked) Notes 
Enquiry Logged Yellow - Starts SLA Awaiting first response column We’ve logged your enquiry. The enquiry is open and waiting for the team to respond. 
Log and Request Info From Enquirer Green – as SLA met (status means 1st response sent) With Enquirer column Enquiry logged, provide us with some information. The enquiry is open and waiting for the enquirer to provide an update. 
Log, Provide solution and mark as closed Green – as SLA met (enquiry closed) Closed column Enquiry solution. The enquiry is closed with a solution presented. 

Please bear in mind, If you are logging an enquiry on behalf of an enquirer and using a category that has built-in questions against it (category question/web form) you will see the actions drop-down will appear above the questions to complete. 

We have updated our wiki guidance to reflect this change. 

Related News