Information Request case form
A government agent can create a case by using the Information Request case form to capture detailed information about public record requests that constituents, business stakeholders, or other agents have. Constituents, business stakeholders, or agents can also view the form to see the status of their information requests.
| Field | Description |
|---|---|
| Number | Auto-generated number for the case. The numbers for the cases use the default prefix GOVCS. |
| Opened | Date and time that the case was opened. |
| On Behalf Of | Name of the contact for which the record is being requested on behalf of. This field is required if the Requesting on behalf of someone check box is selected. |
| Applicant type | Type of applicant:- Individual - Business - Agency |
| Business | Name of the business, if the business is selected as the applicant type. If the business doesn’t exist, the agent can create a business record from the case. |
| Business contact | Name of the business contact. If the business contact doesn’t exist, the agent can create a business contact record from the case. |
| Constituent | Name of the constituent, if the individual is selected as the applicant type. If the constituent doesn’t exist, the agent can create a constituent record from the case. |
| Priority | Assigned priority:- 1 — Critical - 2 — High - 3 — Moderate - 4 — Low \(default\) |
| Service | Requested service that is indicated in the case. |
| Channel | Method by which the constituent initiated contact and the case was opened:- Web \(default\) - Phone - Email - Chat - Social - Community - Alert - Virtual Agent - In Person |
| Assigned to agency | Name of the agency that is assigned to the case. |
| Assignment group | Government agent group to which this case is assigned. |
| Assigned to | Name of the agent that is assigned to this case. If a group is selected in the Assignment group field, the assigned agent must belong to this group. |
| Primary purpose | Reason that the constituent created the case: - Constituent Benefits: Services that constituents can apply for. - Governance Procedures: Other types of cases such as frauds, appeals, investigations, or complaints. |
| Short description | Brief description of the question, request, or issue. |
| Applicant Information | |
| Primary identification type | Type of document that is used as a constituent identification:- Social Security Number - State Identification Number - Driver's License Number - Medicare ID |
| Preferred communication method | Preferred communication method of the requester:- None - Email - Mail - Call |
| Identification field | Field that is based on the selection in the Primary Identification type field: - Social Security Number - State Identification Number - Driver's License Number - Medicare ID |
| Email address of the requester. | |
| Street | Street name for the primary address. |
| City | City for the primary address. |
| State/Province | State or province for the primary address. |
| ZIP/Postal Code | ZIP code or postal code for the primary address. |
| Country | Country of the requester. |
| Application Information | |
| Description | Description about the case status. |
| Fee waiver | Whether the requester believes the case qualifies for a fee waiver. |
| Fee waiver justification | Justification for a fee waiver qualification. Certain types of requesters automatically qualify for a fee waiver. |
| Expedited processing | Whether expedited processing is needed. |
| Expedited processing justification | Justification for requesting expedited processing. |
| Requester type | Type of requester:- Representative of the news media - Educational Institution - Non-commercial scientific institution - Commercial use requester - All other requesters |
| Fees willing to pay | Estimate of the fees that the requester is willing to pay to have this request fulfilled. |
| Estimated fees | Estimate of the fees required to fulfill this request. |
| No exemption code applicable | Box that is selected if none of the nine exemptions from the exemption checklist apply to this case. |
| Notes | |
| Watch list | Users who receive notifications about this case when additional comments are added or if the state of a case is changed to Resolved or Closed. Select the add me icon to add yourself to the watch list. |
| Work notes list | Internal users who receive a notification about this case when work notes are added. You can only add internal users to the work notes list.Select the add me icon to add yourself to the watch list. |
| Additional comments \(Customer visible\) | Comments for the case that are visible to the constituent. |
| Work notes | Information about how to resolve the case or steps taken to resolve it, if applicable. Internal users who have been added to the Work notes list receive a notification that Case work notes have been added. You can configure the notification, as required. The notes are viewable by the administrator, agent, and agent manager. |
| Contributors | |
| Contributor Users | When a user with the case task agent role (sn_customerservice.case_task_agent) is assigned to a case task, the user is added to the Contributor Users field.If this user is removed from the Assigned to field on the Case Task form, and this user isn’t assigned to any other tasks for the case, the user is also removed from the Contributor Users field. |
| Contributor Groups | When a user with the case task agent role (sn_customerservice.case_task_agent) is assigned to a case task, the user's assignment group is added to the Contributor Groups field.If the user is removed from the Assigned to field on the Case Task form, and no other member of their assignment group is assigned to any other tasks for the case, the assignment group is removed from the Contributor Groups field. If a group is removed from the Assignment group field on the Case Task form, and the group isn’t assigned to any other tasks for the case, the assignment group is removed from the Contributor Groups field. |
| Resolution Information | |
| Resolved by | Agent that the case is assigned to when the case is resolved. |
| Resolved | Date and time that the case was resolved. |
| Resolution code | List of the resolution states for the case.This field is required when an agent proposes a solution for a case. |
| Closed by | Name of the user who closed the case. |
| Closed | Date and time that the case was closed. |
| Cause | Details about the cause of the resolution. |
| Resolution notes | Details about how the case was closed. This field is required if a customer service agent or agent manager closes a case. If a constituent closes a case, it isn’t required. |
Parent Topic:Public Sector Digital Services Core Case Forms
Information Request Case form related lists
The Case form includes related lists that store case information and that agents can use to perform case-related tasks.
| Related List | Description |
|---|---|
| Related Parties | A list of related parties, such as contacts or constituents added to the case. |
| Documents | Agents can:- Add documents to the information request without making them visible to the requester - View a list of documents added to the Information Request - View documents approved to be published to the requester - Publish approved documents to the requester To view the Documents related list, you must first install the Document Management plugin. |
| Escalations | A list of escalation records that are related to this case. |
| Attached Knowledge | Knowledge articles attached as a proposed solution to the case. |
| Knowledge Gaps | Feedback tasks that are created when a knowledge gap is reported. |
| Appointments | Appointments that the information request case agent makes with the constituent or others as part of resolving this case. When you create an appointment, an appointment creation message is recorded in the case Activity field. The user selected in the To field on the appointment form receives an email with the appointment details. |