Process a Service Request Work Item

There are many different types of Service Requests, including: Parent Complaint, Provider Complaint, Legislative Inquiry, Union Inquiry, Union Grievance, General Question, Web bits, Payments, or Mail Control. This wizard can be used to create all types of Service Request Work Items.

Refer to the Create a Work Item, Create a Case Note, and Create a Work Item Note wizards to assist you in processing a Service Request Work Item.

Create a Service Request Work Item - Process Steps:

1. Navigate to the Work Item Search page to conduct a search and confirm the desired Work Item does not exist in CCMS.
2. Click [Create New] at the bottom of the Work Item Search page.
3. The Work Item Details page displays
4. Scroll to the Work Item Details section of the page.
   
5. Select Service Request from the Work Item Type drop-down list.
6. Select the correct Sub-Type from the drop-down list.
   • Parent Complaint
   • Provider Complaint
   • Legislative Inquiry
   • Union Inquiry
   • Union Grievance
   • General Question
   • Web bits
   • Payments
   • Mail Control
7. Complete the Source field.
8. Select BCCD in the Assigned Org drop-down list.
9. Do not complete the Assigned Team or Assigned Worker fields. CCMS will automatically route this Work Item to the correct team for processing according to routing rules.
10. Select Service request created in the Work Flow Status drop-down list.
11. The Work Item Status will default to new when creating a new Work Item.
12. If there is a case or provider to link to the case, select it associate it to the Service Request.
    Next to the Provider # and Case # field there is a icon. Click on the icon to access a search page to search for the correct case or provider to associate to the Work Item.
13. Scroll to the Reported By section of the page.
14. Complete the First Name and Last Name fields and contact information if you wish.
15. Scroll to the Other: section of the page.
    
16. Complete the Receive Date field.
17. Type information regarding the Service Request in the Description field. This field has a 500 character limit.
18. Click [Save].
    Clicking [Save] triggers a "Service request created" task to BCCD if they are in the Assigned Org field alerting them a Service Request has been created.
    Best Practice! Create a Work Item Note to capture the information regarding the Service Request.

The following steps are completed by BCCD:

1. Complete the Assigned Worker field by selecting yourself from the drop-down list.
2. Select the correct CCR&R/Site in the Assigned Org drop-down list. Only complete this step if the Service Request Work Item was created by the CCR&R/Site.
3. Select Service request response submitted in the Work Flow Status drop-down list.
4. Add information about the Service Request in the Description field. This field has a 500 character limit. You can also add a Work Item note to add information about the service request.
5. Click [Save].
   Clicking [Save] triggers a "Service request response submitted" task to the agency in the Assigned Org field.

The following steps are completed by the agency in the Assigned Org field:

1. Receive the task and complete the requested action.
2. Navigate to the Work Item Details page.
3. Select Complete in the Work Item Status field to close the Work Item.
4. Click [Save].

Service Request: Work Flow Status Key

The agency in the Assigned Org field is the organization that owns the Work Item and receives the task. CCMS will send the task to the correct team according to that agency's routing rules.

Results of the Procedure:

The Service Request is created and assigned to the appropriate organization.

Frequently Asked Questions

1. Question: How can BCCD and the CCR&R/Site send information about the Service Request back and forth using the Work Item Details page?
   Answer: It is important to record information regarding the Service Request in the Description field or by adding a Work Item Note. To send information back and forth:
   1. On the Work Item Details page, select the agency you wish to notify in the Assigned Org field
   2. Change the Work Flow Status field (Refer to the Work Flow Status Key for help selecting a status).
   3. Click [Save].
   4. The agency in the Assigned Org field receives the task to view the updated Work Item.
      This process can be repeated as many times as necessary.