Check on an Existing Client Questions

The Check on existing request function allows client’s to find a question they have already submitted, and manage aspects of that request – such as changing the request, cancelling it, and seeing its current status. A client can access this function by clicking on a Check on existing request link in the RefTracker client interface. However, this function might not be available in your system if it is your organisation’s policy to not allow requests to be changed after submission.

To use this screen to check on the status of an already submitted request, the client must provide the RefTracker request number and the email address that they used when they entered that request (If they have a RefTracker cookie, their email address will be automatically filled into this field), and then click on Find question.

If the details match an existing request the client will be shown the Manage this request screen for their question. See Manage this request later in this manual for more details of the functionality that then becomes available to them. 

If the client does not have both their RefTracker question number and the matching email address, they can use the links provided in the Can’t find your Question #? section at the bottom of the screen, to obtain more information (if this section is provided).  The Can’t find your Question #? section can provide two options to assist with finding questions – Send me an email, and Ask us, or, if the client has already been identified by SSO, this section will provide a direct link to the View all my requests function (Click

here for more information about the View all my requests screen).

Send me an email

The “Send me an email showing all my recent requests option provides a secure way to allow clients to request information about their previously submitted requests.  Your System administrator may configure this new feature in or out of your system (Parameter 6.11).
When a client uses this function:
– If there have been no requests previously submitted by the specified email address entered in the Client email address field above, the user will see a popup message “There are no requests for the email address <ProvidedEmailAddress>”.
– If there are any requests (open or closed) submitted using that email address (within a period specified by your System Administrator using Parameters 6.30), a list of the requests submitted by that email address will be viewable from a link in an email sent to the email address provided in the “Client email” field.  Here is an example of that email.

When the client clicks on the “View questions” link in the email that they receive, they will see a list of all of the questions they have submitted (in the period allowed by your organisation) – the same View all my questions list accessible from the Manage this question screen.  Click here for more information about the View all my requests screen.

Using the View all my requests screen the client can click on any request number in that screen and will be shown the screen that allows them to manage that request (the “Manage this request” screen) – cancel the question, amend it, etc.  This is the same screen as is accessible to clients from the View all my questions link in the “Manage my request” screen.  Click here for more details.

Ask us

But if the “Send me an email” option has not been configured in by your System administrator, this “Ask us option will be provided.what if the client still cannot find the request they are after?

The “Ask us” option provides a last resort where clients can ask staff to assist them in obtaining information about a previously submitted request. The form presented to the client prompts them for whatever information they can provide, including information about the request previously submitted, and what needs to be done about it when it is found.

Note that, just like all the forms that allow new requests to be submitted, the layout of this form can be amended by your systems administrator (the LOST form) and so may not look exactly like this example.  It can also be disabled resulting in this function not being offered.

Confirmation of request for staff to find lost request

Just as when a client submits a new request, when they submit this Lost question request by clicking, they are presented with the confirmation screen and will usually be sent a confirmation email.

This type of question has a Request type of Lost Question, and your System administrator may have arranged for them to be allocated to a specific staff member or level of staff. When the staff member is allocated such a request, they receive an email just the same as they do for any other sort of request received from a client, that provides appropriate links for them to be able to find the request and action the client’s request.

Back to our example request

We were at the screen that allows the client to check on their existing request. 
To go back there, click on “Check on existing request”.

Exercise:
In the question details part of the “Check on existing request” screen, enter the request number that you just submitted, and the email address that you used when submitting it. If you have entered this screen from the client confirmation email, the relevant request number will have been automatically inserted, but you will still have to provide the correct email address for security purposes.
When your request number and email address details are correct, click on the Find question button.