Managing Requests
How Are Requests Generated?
There are several ways a support request can be created.
- Data Item Screen: When a data item is open, a user can click the envelope icon in the upper right corner. This creates a support request for the team in which the data item is published.
- Data Item Screen: When a users clicks Request Access a support request is created.
- Request Screen: Clicking on Request on the left menu takes users to a screen where they can see all of their open requests OR create a new request.
Who is Creating Requests?
Users create requests when they have questions about or want access to data items you've published in Campus Data.
Why is it Important to Respond to Requests?
If no one responds to requests, users will likely decide that Campus Data isn't a reliable way to find sources for their data needs, and stop using the platform.
How Am I Notified When a Request is Generated?
When a support request is opened in a team - or transferred to a team - any person with an administrative or support role is notified via email. The email will come from Campus Data and will contain a request ID in the subject.
Example: [CDR-1234]
What If I Misplace the Email?
You can easily find open requests.
- Click on Teams in the left menu
- You are presented with a list of teams. Under the envelope icon is a number. That is the number of open requests.
- Click the number to open the list of requests OR
- Click on the team name to open the team details.
- Click the Requests tab to open the list of requests.
What Am I Expected To Do with the Request?
- Open the request either by clicking the "View Request in Campus Data" link in the email you received, or opening your team and clicking the Requests tab.
- Respond to the user by answering their question or granting them access as appropriate.
- Set the status of the request. When the request is complete, set the status to closed.
What If I Forget?
- Campus Data will remind you once a week that you have a request open in your team.
- After 90 days with zero activity on the request, Campus Data will close the request and refer the user to the team contact as an escalation point.