View all my requests

In the “Manage this request” screen, the client can easily go to the list of all of their request, by clicking on “View all my questions”.  This link only appears if more than this one question has been submitted for this email address.

Users can also get to this screen from the Check all my requests screen. That screen will either offer an option to send an email with a link to this View all my request screen, or, if the user can already been identified by SSO, it will provide a direct link to this screen. Note that the information in this screen is confidential, so it is important the the user has been identified as the owner of these requests, before making this function available to them.

When the client clicks this View all my requests link it brings up the same information as provided by the View questions link in the email sent by the Check on my existing requests Send me an email function.  Your System administrator can set how far back the system will look for requests from this client (default is 1 year using parameter 6.10), and whether this function is offered at all (not offered when parameter 6.10 = zero).

Your System administrator may also provide a quick link for clients to be able to go directly to their “View all my requests” list of submitted requests from emails or from “My account” functions as are often provided by Library management systems.  Click here for details about how to set this up.

When the client clicks on the View all my requests link in the “Manage this request” screen, or on the “View questions” link in the email sent by the “Send me an email” function in “Check existing request”, or on any other place where a link to this function has been included, they will see a list of all of the requests they have submitted (in the period allowed by your System administrator at Parameter 6.10).

This screen will show both open and closed requests submitted by this client.  It determines what requests were submitted by this client by matching the email address stored in the Client email address field.

If a client no longer wants to be associated with a closed request (such as for privacy reasons) they can use the “Remove my details” function in the “Manage this request” screen that appears when they click on the appropriate request number in this screen (if this is allowed by parameter 6.12).  If they do this they will no longer be able to reopen that request as their contact details will have been removed, but other details of the request are retained for statistical purposes.  A staff member can remove the client’s contact details on behalf of the client by using the Client options link in the Details tab for that request.

Note that your organisation may be running a background process that automatically removes client contact details.  Requests with their details removed by that batch process (System>Batch process menu>Background processing>Erase client data) will not appear in this list, even if they were asked within the period set by your System administrator at Parameter 6.10.

The column called Billing number in this example, only appears if the “Client reference no.” field is enabled in this RefTracker system – for example, Legal libraries use this “Client  reference No.” field for “Matter number”.

The default sort order for this screen is by Received date, most recent first, but clients can view the results in other sort orders by clicking the column headings.

Using this list the client can click on any request number to see more details of that request and be shown the screen that allows them to manage that question (the “Manage this request” screen) – which allows them to Cancel the request, Amend it, etc. if the question is open, or Reopen it, or Remove their details from it if it is closed.  For more details of how to use the “Manage this request” screen click here.