Creating and modifying requests
Menu paths
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Workflow à Entry à Requests à Requests: New
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Workflow à Reports à Requests à Search
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Service management à Reports à Service activities à Service activities
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à My Workflow
Introduction
There are various types of requests pre-defined in Exact Synergy Enterprise. System administrators can add customized request types in the system. Depending on the request type, requests can be used for various applications such as to start a workflow, apply for leave of absence, share information, communicate electronically, track projects and opportunities, or create appointments in the calendar. Requests that are used in a process flow template can be used to initiate process flows such as a sales cycle. Specially defined request types can also be used to automatically elevate a customer status.
This document only describes the request form for the single, multiple, and weekly request entry types. You can also create a request from a document, project card, contact card, personal card, item card, serial number card, account card, or from another request.
Note: Once you create an absence request, the corresponding number of days will be deducted from their absence entitlement.
Roles and rights
All users can create or modify a request depending on the settings configured in the Flow tab of the request type definition. Whether certain information is visible or can be edited in a request form depends on the status of the request and the definition of each field configured in the Fields tab of the request type definition. The actions that can be performed on a request depend on the request status and the request type definition. For private requests, only the request creator and the current actor in the request can view and modify the request.
Note:
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For more details on function rights, go to System à Setup à Security à Function rights.
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For more details on roles, go to System à Setup à Security à Roles.
What version are you using?
The information in this document is based on product update 260. If you have versions lower than this, certain features explained here will not be applicable.
How do I create a request?
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On the Request: New page, select a request type under the All request types section.
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Define the relevant fields.
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Click Create.
Keep in mind:
How do I edit a request?
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On the Request: New page, select a request type under the All request types section.
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Define the relevant fields.
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Click Edit to make the change(s).
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Click Save.
Keep in mind:
How do I save the request in the Draft status?
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On the Request: New page, select a request type under the All request types section.
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Define the relevant fields.
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Click Draft.
How do I delete a request?
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On the Workflow: Search – Requests page, define the search criteria.
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Click Show.
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Select the request you want to delete by clicking the hyperlinked request under the Description column.
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Click Delete.
Keep in mind: Only the request creator, the manager of the item specified in the request, or a person with a specific role can delete a request.
How do I copy a request?
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On the Workflow: Search – Requests page, define the search criteria.
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Click Show.
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Select the request you want to copy by clicking the hyperlinked request under the Description column.
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Keep in mind: The Copy button is not available if the request is new.
How do I approve a request?
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On the Workflow: Search - Requests page, define the search criteria.
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Click Show.
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Select the request which has the Open status under the Action column by clicking the hyperlink under the Type column.
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Click Approve.
Keep in mind: The Approve button is only available when a request is in the Open status and you are the person designated to approve the request.
How do I reject a request?
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On the Workflow: Search - Requests page, define the search criteria.
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Click Show.
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Select the request which has the Open, Approved, or Realized status under the Action column by clicking the hyperlink under the Type column.
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Click Reject.
Keep in mind: The Reject button is available to the current actor of the request when a submitted request is in the Open, Approved, or Realized status.
How do I reopen a request?
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On the Workflow: Search - Requests page, define the search criteria.
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Click Show.
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Select the request which has the Open status under the Action column by clicking the hyperlink under the Type column.
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Click Reopen.
Keep in mind: The Reopen button is available only when the request is in the Approved, Realized, or Processed status depending on the settings in the Reopen (Completed) section of the Flow tab of the request type definition.
How do I process and mark the request as completed?
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On the Workflow: Search - Requests page, define the search criteria.
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Click Show.
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Select the request which has the Realized, or Approved status under the Action column by clicking the hyperlink under the Type column.
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Click Process.
Keep in mind: The Process button is available only to the person designated to process the request if the request requires processing as defined in the Process section in the Flow tab of the request type definition. If the request needs to be realized, this is available when the request is in the Realized status. Otherwise, this is available when the request is in the Approved status.
How do I assign another person to act on the request?
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On the Workflow: Search - Requests page, define the search criteria.
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Click Show.
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Select the request which has the Realized, or Approved status under the Action column by clicking the hyperlink under the Type column.
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Click Assign.
Keep in mind: The Assign button is available in the Open, Approved, or Realized status as well as the people to whom you can assign the request depends on the configuration of the Assign: Ownership options in the Approve, Realize, and Process sections in the Flow tab of the request type definition.
How do I assume ownership of the current action of the request?
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On the Workflow: Search - Requests page, define the search criteria.
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Click Show.
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Select the request which has the Open, Approved, or Realized status under the Action column by clicking the hyperlink under the Type column.
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Click Assume.
Keep in mind: The Assume button is available to a person allowed to assume the action when the request is in the Open, Approved, or Realized status depending on the configuration of the Assume: Ownership options in the Approve, Realize, and Process sections in the Flow tab of the request type definition.
How do I remark another person about a request?
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On the Workflow: Search - Requests page, define the search criteria.
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Click Show.
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Select the request which has the Open, Approved, or Realized status under the Action column by clicking the hyperlink under the Type column.
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Click Remark.
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On the People page, define the search criteria.
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Click Refresh
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Select the check box next to the ID of the relevant person.
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Click Add, and then click Close.
How do I remark multiple persons about a request?
- On the Workflow: Search - Requests page, define the search criteria.
- Click Show.
- Select the request which has the Open, Approved, or Realized status under the Action column by clicking the hyperlink under the Type column.
- Click Remark.
- On the People page, define the search criteria.
- Click Refresh.
- Select the check boxes next to the IDs of the relevant people.
- Click Add.
- Once the relevant people have been selected, click Close.
Keep in mind: The Remark button is available to the actors involved with the request. The availability of this in the Open, Approved, or Realized status as well as the people to whom you can send the copy as a remark depends on the configuration of the Assign: Remark options in the Approve, Realize, and Process sections in the Flow tab of the request type definition.
How do I clear a request remarked to a person?
- On the Workflow: Search - Requests page, define the search criteria.
- Click Show.
- Select the request which has the Open, Approved, or Realized status under the Action column by clicking the hyperlink under the Type column.
- Click Clear: Remark.
- On the Remark (Clear) page, select the check box next to the ID of the person.
- Click Add, and then click Close.
How do I clear a request remarked to multiple persons?
- On the Workflow: Search - Requests page, define the search criteria.
- Click Show.
- Select the request which has the Open, Approved, or Realized status under the Action column by clicking the hyperlink under the Type column.
- Click Clear: Remark.
- On the Remark (Clear) page, select the check boxes next to the IDs of the relevant people.
- Click Add, and then click Close.
Keep in mind: The Clear: Remark button is available only to the person who created the remark copy.
How do I realize a request?
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On the Workflow: Search - Requests page, define the search criteria.
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Click Show.
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Select the request which has Open status under the Action column by clicking the hyperlink under the Type column.
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Click Realize.
Keep in mind: The Realize button is available only when the request is in the Open status and you are the person designated to realize the request.
How do I restore the request back to the designated person?
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On the Workflow: Search - Requests page, define the search criteria.
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Click Show.
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Select the request which has the Open status under the Action column by clicking the hyperlink under the Type column.
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On the selected request page, click Rebuild.
Keep in mind: The Rebuild button is available only when the request has been assumed or assigned. If the request is assigned to another person or the ownership was assumed by another person, the assignment and assumption will be removed. For example, you can click this to reject an assignment without rejecting the request or move the request back into the workflow of the assigner when there is still some work to be done before it can be realized.
How do I print reports?
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On the Workflow: Search - Requests page, define the search criteria.
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Click Show.
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Click the request hyperlink in the Created or Description column.
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Click Print report.
How do I create letters?
- On the Workflow: Search - Requests page, define the search criteria.
- Click Show.
- Click the request hyperlink in the Created column or Description column.
- Click Create letter. For more information, see Creating letters with Word Merge on single processes.
Keep in mind:
- For more information on creating letters on bulk processes, see Creating letters with Word Merge on bulk processes.
- The Create letter button is available only if the New Word Merge check box under the Word Merge section on the Document: Settings page is selected. For more information, see Setting up documents. This setting is available only for existing users moving to product update 250. From product update 250 onwards, by default, the Create letter button will be displayed.
- The Create letter button is not available if the request is new.
How do I create e-mails?
- On the Workflow: Search - Requests page, define the search criteria.
- Click Show.
- Click the request hyperlink in the Created column or Description column.
- Click Create email. For more information, see Creating e-mails with Word Merge on single processes.
Keep in mind:
- For more information on sending e-mails on bulk processes, see Creating e-mails with Word Merge on bulk processes.
- The Create email button is available only if the New Word Merge check box under the Word Merge section on the Document: Settings page is selected. For more information, see Setting up documents. This setting is available only for existing users moving to product update 250. From product update 250 onwards, by default, the Create email button will be displayed.
- The Create email button is not available if the request is new.
Troubleshooting
When submitting a Multiple request, the maximum number of form fields supported is up to 5000. If you encounter an error while submitting a Multiple request, this means that the maximum number of form fields has exceeded 5000. To solve this, you need to retrieve the value of form fields and replace it with a higher value. To do this, see the following steps:
- Change add key="EnableHttpCollectionKeysLogging" value="0" to add key="EnableHttpCollectionKeysLogging" value="1" in web.config file.
- Perform the submitting of multiple request that cause the error.
- Run the following script in the db:
- Replace the value in the tag with the value retrieved from the sql query.
Note that if the value is too high, it may cause the system to slow down or crash.
Buttons
The actions that can be performed on a request in a particular status and the designated person who can perform the actions are determined by the configuration of the relevant sections in the Flow tab of the request type definition. For more information on request statuses, see Status below. Also see Creating and modifying request types – Flow tab.
Note: A newly created request that is yet to be submitted and a submitted request pending approval are both in the Open status. However, the requests are treated differently in the system. For the purpose of clarity, this document will use the Open status only to describe requests that are pending approval.
Create
Click this to create a request where the request type is specified.
Note: This button is available only when you are creating requests.
Save
Click this to save changes made to the request information.
Note: This is available depending on your involvement in the request. However, this is not available if the request is new or in the Draft status.
Refresh
Click this to update the information in the request. As requests can be edited by several actors involved in the request, you may want to use this to ensure any changes that have been made by another actor while you are viewing the request is reflected in the request form.
Note: This is not available if the request is new or in the Draft status.
Show
Click this to display the search result based on the defined criteria.
Delete
Click this to delete the request. Only the request creator, the manager of the item specified in the request, or a person with a specific role can delete a request depending on the configuration in the Delete section in the Flow tab of the request type definition.
Note: This is available depending on your involvement in the request. However, this is not available if the request is new.
Submit
Click this to submit the request and close the request form. When the request is submitted, it will be registered in the workflow, calendar, or planning of the designated person depending on the request type definition. For requests that require approvals, the requests will first be registered in the workflow of the designated approver.
Note: This is only available if the request is new or in the Draft status. If you encounter an error when submitting a Multiple request, this could mean the number of form fields has exceeded. For more information, see the Troubleshooting section.
Edit
Click this to submit the request and continue editing the request form. This button is useful in situation when you are also the person who approves the request. You can click this to submit the request and keep the request form open. Then, you can approve the request and make other necessary changes. Once you are done, click Save to save your changes and close the request form.
Note: This is only available if the request is new.
Draft
Click this to save the request in the Draft status.
Note: This is only available if the request is new or in the Draft status.
Copy
Click this to create a new request by copying the information from this request. For more information, see Creating request by copying information from existing request.
Note: This is not available if the request is new.
Approve
Click this to approve the request. If the request is for approving a document, clicking this will also approve the document.
Note: This is only available when a request is in the Open status and you are the person designated to approve the request. The request creator will be informed of the approval if the Approved: Inform - Creator option is selected in the Approve section in the Flow tab of the request type definition.
Note: For PSA users, the following shall apply:
PSA-Hour planning and realize screen (Approve stage)
The Amount (Planned) field at the Planning section and it can be edited.
The Date of exchange rate field is visible at the INFORMATION FOR INVOICING section. The default date for this field is the date the request is created.
If the currency at Amount (Planned) is changed, then the amount will converted automatically based on the date specified at The Date of exchange rate field.
When performing cost registration and invoicing to Exact Globe Next, these amounts will be converted to the particular project’s default currency or billing currency based on the Date of exchange rate as well.
PSA-Invoicing terms, PSA-Material & expenses, PSA-Travel expenses, and PSA-Credit Invoices screen (Approve stage)
The Date of exchange field is visible at the PROCESSING section. The default date for this field is the date the request is created.
Reject
Click this to reject the request. The rejected request will be transferred to the workflow of the request creator and the status of the request becomes Rejected.
Note: This is available to the current actor of the request when a submitted request is in the Open, Approved, or Realized status. If the request status is Open, the request creator will be informed if the Rejected: Inform - Creator option is selected in the Approve section in the Flow tab of the request type definition.
Reopen
Click this to reopen a request. The request will have an Open status and may require approval again based on the request type definition.
Note: This is available only when the request is in the Approved, Realized, or Processed status depending on the settings in the Reopen (Completed) section of the Flow tab of the request type definition.
Process
Click this to process and mark the request as completed. The request will then be removed from the workflow of all request actors.
Note: This is available only to the person designated to process the request if the request requires processing as defined in the Process section in the Flow tab of the request type definition. If the request needs to be realized, this is available when the request is in the Realized status. Otherwise, this is available when the request is in the Approved status.
Assign
Click this to assign another person to act on the request. The system will prompt you to select the assignee.
Note: The availability of this in the Open, Approved, or Realized status as well as the people to whom you can assign the request depends on the configuration of the Assign: Ownership options in the Approve, Realize, and Process sections in the Flow tab of the request type definition.
Assume
Click this to assume ownership of the current action of the request. When you click this, you will become the current actor in the request. For example, you can assume the ownership of a request that requires the Approve action to approve the request on behalf of the designated person.
Note: This is available to a person allowed to assume the action when the request is in the Open, Approved, or Realized status depending on the configuration of the Assume: Ownership options in the Approve, Realize, and Process sections in the Flow tab of the request type definition.
Remark
Click this to send a copy of this request to another person as a remark. The system will prompt you to select the person.
Note: This is available to the actors involved with the request. The availability of this in the Open, Approved, or Realized status as well as the people whom you can send the copy as a remark depends on the configuration of the Assign: Remark options in the Approve, Realize, and Process sections in the Flow tab of the request type definition.
Clear: Remark
Click this to recall one of the remark copies. The system will prompt you to select the person whom you want to recall the remark from.
Note: This is available only to the person who created the remark copy.
Realize
Click this to realize the request. If the request requires processing, it will be moved to the workflow of the person designated to process the request.
Note: This is available only when the request is in the Approved status and you are the person designated to realize the request.
Re-submit
Click this to submit the request again after it has been rejected.
Note: This is available only to the request creator when the request is in the Rejected status.
Rebuild
Click this to restore the request back to the designated person.
Note: This is available only when the request has been assumed or assigned. If the request is assigned to another person or the ownership was assumed by another person, the assignment and assumption will be removed. For example, you can click this to reject an assignment without rejecting the request or move the request back into the workflow of the assigner when there is still some work to be done before it can be realized.
View: Flow
Click this to view a graphical report of the process flow that the request is involved in. For more information, see Viewing the process flow of a request.
Note: This is available only if the request is part of a process flow except if the request is new. For more information on process flow, see Overview of process flow templates and Creating and modifying process flow templates.
Mark as unread
Click this to mark the request as unread. An unread request will be displayed in bold text in your workflow list. The request will also be included in the "unread" count next to Workflow in the left menu and the workflow pop-up reminder (if the reminder is enabled).
Note: To enable this, the Alert: Workflow option must be selected in the Workflow: Pop-up section of the Workflow tab in the Exact Synergy Enterprise Preferences page (System à Setup à Settings à General/Preferences). For more information, see Customizing Exact Synergy Enterprise.
Return to work
Click this to create a return to work request. A return to work request is created to register the partial absence of your employees who are not able to work full-time for a specific period of time due to sickness.
Note: By default, this button is available only if you are modifying a sick report request. However, you can also create return to work requests via other request type if the Return to work check box is selected in the request type maintenance screen of the selected request type. For more information, see Creating and modifying request types - Action tab.
Print report
Click this to print the report.
Create letter
Click this to create a letter based on the request. For more information, see Creating letters with Word Merge on single processes.
Note:
· This button is available only if the New Word Merge check box under the Word Merge section on the Document: Settings page is selected. For more information, see Setting up documents. This setting is available only for existing users moving to product update 250. From product update 250 onwards, by default, this button will be displayed.
· This button is not available if the request is new.
Create email
Click this to create an e-mail based on the request. For more information, see Creating e-mails with Word Merge on single processes.
Note:
· This button is available only if the New Word Merge check box under the Word Merge section on the Document: Settings page is selected. For more information, see Setting up documents. This setting is available only for existing users moving to product update 250. From product update 250 onwards, by default, this button will be displayed.
· This button is not available if the request is new.
Close
Click this to exit.
Fields
The request form is divided into three parts. The top part above the buttons displays the current request status, information on modification, and information regarding the request entry type. The second part below the buttons shows the action steps in the workflow of the request. The third part contains the fields defined for the request. If the request entry type is Multiple or Week, you will also see a table at the bottom of the third part where you can enter different information for each request in the entry set.
Information section
Status
This displays the current request status. The following are the statuses in the workflow steps of a request:
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Open - If the request requires approval, this is the status when the request has been submitted or reopened. This is also the status of a newly created request.
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Draft - This is the status when a request is saved as draft. A draft request is registered in the system but can only be viewed and edited by the request creator.
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Approved - This is the status when a request that requires approval has been approved. For requests that do not require approval, this is the status after the request has been submitted.
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Realized - This is the status when a request has been realized.
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Rejected - This is the status when a request is rejected by the approver or the current actor of the request.
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Processed - This is the status when the request is processed by the designated person.
Note: Requests may be considered completed in the Approved, Realized, or Processed statuses depending on the request type definition.
Modified
This displays the full name of the person who made the latest modifications to the request, as well as the date and time of the modification. You can click the name of the person to see more information of the person.
Entries
This displays the number of requests generated in the entry set for a Multiple or Week request. Next to the number, you can click the hyperlinked Form to display the request form with the multiple entries table. This view will group the requests with all fields that have the same values at the top section of the request form. Fields with different values will be listed in a table, which is displayed at the bottom of the request form. You can also click the hyperlinked List to display a list of all requests generated in the entry set.
Note: This is available only for a Multiple or Week request.
Workflow steps
The above example shows this section as viewed by Anneke Diepstraeten. In this example, the request was created by Anneke Diepstraeten. Then, Nico Cremers approved the request. The current action required on the request is Realize. The box under the current action step is marked with a green border. Once Anneke Diepstraeten has realized the request, the green border will be on the box under the Process action step.
When the request is completed, the border of the box under the final action step will be red. The final action step can be Approve, Realize, or Process depending on the request type definition. If the request does not need to be approved, realized, or processed, then it is completed the moment it is submitted. In this case, there is no red border for the Create action step. A red border for the Create action step means that the request has been rejected instead.
You can click each hyperlinked name in the boxes to open the personal card of the person. Whether an action step is shown as in the above example depends on whether the particular action is required for the request based on the request type definition. For more information, see Creating and modifying request types – Flow tab.
Fields section
In this section, you can specify information in the request according to the available fields. The fields may be different in each request depending on the request type definition. The availability, label, and position of a particular field as well as whether an available field is visible or can be edited in a particular request status is dependent on the request type definition. For more information on each field, see Creating and modifying request types - Fields tab and Customizing request type fields (Main document).
You can enter information in the fields by typing, selecting options, or using some of the action icons next to the fields. Some of the fields may be mandatory and this is conveyed by the 
Mandatory icon next to the field. In this case, you must not leave the field blank in order to submit or save the request.
A particular field may also be defined in the request type as dependent on another field. For example, it may be defined in the request type that the Contact field is dependent on the Account field. In this case, you will need to first select an account before you can select a contact in the request form. To determine whether a field is dependent on another field, point the mouse to the field label. If the field is dependent on another field, a tooltip will be displayed with the information of the field it is dependent on.
For Professional services automation-related request types, the information at the Account field will be automatically defined based on the project selected at the Project field. This is the account defined in the project card at the Delivery to field.
There are some common features of the fields in request forms. These are described in the following:
Icons
The following are the action icons next to several fields:
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Search – Click this to open a list window where you can select the options (such as person, document, and account) to insert in the respective field. This icon is a common icon in request forms and throughout Exact Synergy Enterprise.
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Search – Click this to open a calendar window where you can select a date to insert in the respective date fields.
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Copy – Click this icon next to the
Start date (Realized) field to copy the date from the
Start date field.
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Calculate – Click this to calculate the value for the respective
Duration or
Amount field. The system will calculate the value based on the field definition in the request type.
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Planning – Click this to view the monthly item planning or personal annual planning related to the item or person selected in the respective
Item 1 or
Person field.
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Planning: Absence – Click this to view the absence planning of the person selected in the
Person field.
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Calendar – Click this to view the calendar planning of the person selected in the
Person field.
Hyperlinks
For some fields, the selected entities are displayed as hyperlinks. You can click these hyperlinks to open the selected entities (such as person, item, account, or currency) to see more information. You may also see some hyperlinks inserted by users in the Remarks: Requests and Remarks: Workflow fields if the fields cannot be edited.
Timestamp
Click this button to insert a timestamp with your login name, the current date, the current local time, and the GMT offset in the respective Remarks: Request or Remarks: Workflow field.
Note: If the auto timestamp feature is enabled, a timestamp will be automatically inserted in the Remarks: Request or Remarks: Workflow box. For more information on enabling the auto timestamp feature, see Customizing
Exact Synergy Enterprise (Workflow tab).
Full screen
Click this button to maximize the respective Remarks: Request or Remarks: Workflow box. When in full screen view, you can click OK or Cancel to insert or discard your changes to the respective remarks field.
Attachments
Click Browse, and select a file that you want to attach to the request.
Multiple entries table
While creating a new Multiple or Week request, you will see a table where you can specify different information for each row of the multiple entries fields. For a submitted request, you can see this table by clicking the Form hyperlink in Entries in the information section of the request form (the top part above the action buttons).
You can enter information in the cells similar to the fields. The mandatory columns are marked by the Mandatory icon in each cell. In this case, you must not leave any of the cells in the column blank in order to submit or save the request. To determine the dependency of a particular column in the table, point the mouse to the column header. If the column is dependent on another column, a tooltip will be displayed with information on the dependency.
For more information on creating Multiple or Week request, see Creating multiple or weekly requests.
Note: Although some fields may display hyperlinks for the selected entities while in field form, the entities are not displayed as hyperlinks when the field is in a cell form in the multiple entries table. For example, the Document field normally shows a hyperlink to the selected document. However, when the Document field is a cell in the table, the selected document is not hyperlinked.
Related documents
| Main Category: |
Attachments & notes |
Document Type: |
Online help main |
| Category: |
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Security level: |
All - 0 |
| Sub category: |
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Document ID: |
14.991.676 |
| Assortment: |
Exact Synergy Enterprise
|
Date: |
01-01-2020 |
| Release: |
264 |
Attachment: |
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| Disclaimer |