Partial answer workflow type

The Partial answer workflow sends an update to the client, similarly to the Inform client function, but also adds the Partial answer text to the bottom of the draft Answer field, so the Partial answer text will become part of the final answer to the client (and part of the text recorded, and searchable, as the final answer in RefTracker).  Any attachments sent in Partial answer are included in the draft Answer field as hyperlinks, rather than traditional attachments, so that they are not re-sent when the final answer goes out, but are still accessible.

The email sent to the client clearly identifies the information being sent as a partial answer by using the refm508 email template.

To use the specialised “Partial answer” screen, enter the message for the client and add any attachments.

Only Probation level users and above can use the Partial answer workflow.

• If the client contact method is email, the Client contact confirmation box will show the Client’s name, if known, and the client’s email address/es so it is clear where the email will be sent. A [Preview email message] link is also provided. Clicking on this link will allow you to view the email that will be sent to the client as a result of this action, in a separate window. This is just a preview so it doesn’t include any attachments. The email will not be sent until you click Save or Save & send in this screen.
• If the client contact method is not email, the contact information displayed will be the details for the contact method that the client wishes you to use, together with a tick box that you can tick to have an email sent to you to remind yourself that contact must be made with the client.

When you use the Partial answer workflow the status of the question will be updated to “Part answer sent” to indicate that the question is now partially answered.  This shows in the Open questions screen, making it easy to see what is happening with this question.

The partial answer Workflow text field is QuickText enabled.

The Client contact confirmation box indicates the Partial answer is about to be sent to the client by email.  Clicking Save or Save & send, will send that email and save the Partial answer into the bottom of the draft Answer field (below any text already in that field), preceded by the text “Partial answer” and the date and time that Partial answer was sent, and hyperlinks to any attachments that were sent with the partial answer.

Here’s what the Draft answer field looks like after a Partial answer has been sent out – the partial answer text has been included below any already existing draft answer text so that it can become part of the final answer.
Any attachments to the Partial answer that was sent, will appear as clickable hyperlinks in the draft Answer field.  In this way the answer will include all of the information sent to the client as partial answers, and the client will only receive attachment as traditional attachments, if they have not been sent to the client before. Including previously supplied attachments as hyperlinks attachments not only means those previous attachments are accessible in the final answer, but it also means that they cannot be confused with newly provided attachments provided in the final answer. This means that Partial answer is a great way to send a client a number of attachments over a period of time.

Here’s an example of the draft Answer summary after two Partial answers have been sent.  Note that they appear in chronological order, with the newest one at the bottom.

When the final answer is sent, the client will have a record of all of the Partial answers, and can even access the attachments to the previous partial answers through the hyperlinks, but, importantly, those attachments are not sent again, making it very clear that any attachment/s to the final answer are new attachment/s.

Importantly, this Partial answer function allows staff to continue sending Partial answers until they are ready to close the question.  If the staff member has a partial answer ready to go, and realises it is the last one, they need to use the [Change to draft Answer] link to move the Partial answer text and any attachments to the draft Answer box so that it can then be sent out.  Using [Change to draft Answer] not only moves the text and attachments but it also automatically selects the Close option so the answer is ready to send out as soon as you have checked that the move has resulted in a well formatted final answer.  It also means that the email sent to the client uses the Answer email template that provides appropriate options for a closed question like Reopen and any Evaluation or Comment options.

Staff can amend the Partial answer text that has been automatically added to the draft Answer box, as necessary, when developing their final answer.   Some staff will find that routinely using Partial answer is convenient for them!

The date and time recorded in the Draft answer field for Partial answers is the date and time in the time zone and language of the client.

Probation users are allowed to use the Partial answer function, but they can only close a question using the Answer screen and that screen will ensure that the question is referred to their Work reviewer for checking before closure.  This ensures that information can be sent to the client in a timely manner, by the Probation user, but the retains the integrity that the question cannot be finally closed without a check that the sum of the information sent to the client via Partial answer has been checked for completeness.