Service Request {SSTUDS-3}

This option is used to create and maintain service requests. It consists of 4 blocks. Service request detail may be printed via {SSTUDS-4}.

Prerequisites to use this option:

The Service Request Code Structure must be defined on {SSTUDS-1}.
Define Eligibility Codes, Outcomes and Cancellation Reasons {SSTUDS-2}.

Fields in this option:

Block 1: Student Service Request

Field	Type & Length	Description
Service Request Number	N4	The system generated service request number.
Date Received	Date	The date on which the student's request was received. This is updated by the user.
Case Number	Alpha / Numerical	Case Reference Numbers for General incidents used to identify Service Request.
Process Date & Time	Date	Display only system date and time when the service request record was created.
User	A9	The user who created the service request record.
Student Number	N9	The student number applicable to the request. If the student is identified as a bad debtor, a pop-up message is displayed indicating "Student has status code linked reference to financial actions...", for the user to acknowledge. Bad debtor students are identified as being linked to {FSAO-12} Student Financial Statuses for the following Financial system actions: A Block All Registration, AA Stop Academic Application, D Stop Application, DC Debt Collection, FD Stop Print Of Diploma - Finance, FI Withhold Printing Of Id Card, FW Withhold Examination Results - Finance, H Stop Hostel Registration, I Block From Classes, J Final Demand For Payment, K Hand Over Notice, Q R/D Cheques, R Stop Registration. If the student has more than one status linked, messages are displayed one after the other and the user has to acknowledge each message.
Method Request Received	A4	The communication medium used by the student for submitting the service request.
Address Type	A2	The address type to be used to send service request correspondence to the student.
Communication Type	A2	The communication type to be used if the student needs to be contacted about the service request.
Display Completed Requests	A13	The indicator to use to display only completed or not completed request within the next block.
Letter Code	A4	The letter to be generated. The LOV will include all letter codes linked to the Service Request Code Structure on {SSTUDS-1}, for acknowledgement, final outcome or request for payment letter codes.
Generate Letter	Button	When button is selected an Acknowledgment, final outcome or request for payment letter will be generated.

Example:

Block 2: Request Detail

This block is used to insert Request detail for the Student service request created in block 1. On insertion of each record:

Request coded data records will be generated in Block 3 to guide the user to gather data specific to service request type,
Eligibility records will be generated in Block 4.
The creation of a service request detail triggers a financial event to charge the applicable fee for the service.
A check is done for the relevant account type (from the service request definition) for credit or zero. If not, the user is warned with a pop-up that must be acknowledged.

Field	Type & Length	Description
Request Number	N10	Service request number as generated in block 1. The user must add requests to open request numbers or complete the old requests by entering an outcome value on Block 2 before a new request may be created.
Service Sequence Number	N3	A sequential number should be assigned to each individual service request received from the student within the same document or Request number.
Student Number	N9	The student number applicable to the request.
Venue or Location	Free Format	Venue related to the service request.
Service Code	A4	The service code requested by the student as on {SSTUDS-1}. It determines the status code, service level and associated fields that must be entered. The status will be inserted on {SREGL-2} for the student. Any changes on this field will be logged on {SMNTL-14}.
Year	N4	The academic year for which the service request is created. Only if Service Level is: S - Subject, Q - Qualification or A - Assessment
Assessment / Exam Paper	A1	This selection will determine which additional fields must be completed for the student: T - Assessment. A valid assessment number, input year, subject, group type, group value and mark type combination must be entered as on {SSTUD3-7b3}. E - Exam Paper. A valid paper number, input year, subject and exam month combination must entered as on {SSTUD3-2b2}.
Block/Exam Month	A2	The academic block or exam month for which the request is applicable. Only if Service Level is: S - Subject, Q - Qualification or A - Assessment
Qual/Subject Code	A7	The qualification or subject code for which the service request record is created. Only if Service Level is: S - Subject, Q - Qualification or A - Assessment
Group Type	A1	The group type linked to the subject for which the request is created. Only required if the Service Level is A - Assessment.
Group Value	A2	The class group that the student is linked to for the subject. Only required if the Service Level is A - Assessment.
Mark Type	A2	The mark type for the subject, group type and group value specified.
Assessment / Exam Paper Number	N2	The subject assessment- or exam paper number for which the request is created. Only required if the Service Level is A - Assessment.
Request Outcomes
Fee Waiver Reason	A4	If the fee associated with the service requested must be waived, specify the waiver reason to activate financial transaction. The fee waiver reason must exist on {SSTUDS-2b3} with type Fee. Update of field is not allowed if a fee already exists.
Fee Waiver User	A8	Display id of user that entered a fee waiver reason code.
Eligibility Waiver Reason	A4	If eligibility for the service requested must be waived, specify the waiver reason code. The eligibility reason must exist on {SSTUDS-2b3} with type Eligibility.
Eligibility Waiver User	A8	Display id of user that entered the eligibility waiver reason code.
Cancelled	Tick box	Indicate if the request must be cancelled or not. A cancelled value (tick) can be cleared, to allow for reinstatement of the request.
Cancellation User	A8	Display id of the user cancelling the request.
Person Requested	A30	Reference to the person requesting the cancellation.
Cancellation Reason	A4	Reason for cancelling the service request record as per {SSTUDS-2b2} Outcome/Cancellation reason definition with "Cancel" outcome indicator. If the Cancelled tick box is changed from 'Y' to 'N', the value for the field will be removed.
Request Outcome	A4	The value to indicate the outcome of the service request. A popup for Confirmation of Exam Attendance will be opened if the Service code corresponds to the SOD 'AA'/'SR' Service Request Code for External Exam Registration on {SMNT-12}, and for the outcome on {SSTUDS-2b2}, Eligible is set to "Y". The same pop-up is available on right click of the Outcome field. Any changes on this field will be written away to a logfile {SMNTL-14} and can be purged from the logfile with {SMNTL-29}.
Appeals: The Academic Appeal section is populated from the Lecturer and Student iEnabler or may be populated via the B/O.
Academic Appeal Status	A4	This is the exclusion status code populated upon creation of the Student iEnabler appeal done by the student.
Type	A1	Enter the person Type (P)ersonnel, (O)ther.
Person	N9	Reference to the person approving /rejecting appeal. This may be a different person to the user entering the outcome on the system.
Date of Outcome	Date	Display date when outcome was updated.
User Code	A8	Display id of user that entered the outcome of the Student Academic Appeal.
Acknowledgment	Button	To generate an Acknowledgement letter according to the letter code linked to the {SSTUDS-1} Service request definition.
Request for Payment	Button	To generate Request for Payment letter according to the letter code linked to the {SSTUDS-1} Service request definition.
Final Outcome	Button	To generate a Final Outcome letter according to the letter code linked to the {SSTUDS-1} Service request definition
Open Requests	Button	Display open requests for the same Student, Qualification, Subject and or Assessment. Open requests do not have outcome codes.
Subject Mark Audit Trail	Button	Display the last 5 changes for the subject / final mark combination where the Enter Exam marks cycle "E" is not suppressed for the exam year and month on {SMNT-2b2}.
Equivalent Subjects	Button	Display subjects that are equivalent at other institutions as defined on {SSTUDS-5}.
Start Service Request Routing	Button	Generate a routing process according to the routing type entry on {SSTUDS-1} Service request definition. Routing processes are defined on {GROU-1} and supported by package iy3pkg.

Example:

Example Pop-up on Student Number:

Navigate to the following options upon right-click on Student number:

{SSTUDY-21} Details for Registration. Student number to display must be inserted manually.
{SREG-4} Residence Registrations.
{SNAPPA-4} Residence Applications.
{SREGL-1} Disciplinary Steps.
{SREGL-2} Link Student Statuses. Display or Override Student Statuses.

Example Pop-up on Request Outcome field :

List all external Standards for the student
Only the 'Will Attend' field is updateable.

When a student is registered again for the same 'standard' subject in the same year and different block code and the 'old' registration's attendance flag is set to 'Y', the old record's attendance flag will be set to 'N if the new registration's attendance flag is set to 'Y'. This is to prevent it to be picked up for the NZQA entries file as external standard because a standard can only be reported for registration once.

Example Facility to do Document Storage and Retrieval Manual:

The user can load/view documents supporting the Service Request. Right click on the canvas to obtain the drop down facility and then select the "Document Storage and Retrieval" option. The category 'APPEALS' is defined on {GDOCS-1}.

Block 3: Service Request Coded Data

Field	Type & Length	Description
Request Number	N10	The system generated request reference. Displayed from previous block.
Service Sequence Number	N3	The system generated individual service request reference within an application with various service requests.
Student Number	N9	Student Number related to service request record . The Initials and Surname will be displayed.
Field Number	N4	Field number reference for coded data. On insertion of each record on block 2, the coded data records in this block are created.
Field Data	A80	The corresponding information for the coded data.
Coded Data	A2500	The pre-coded data for the corresponding field number that guides the user in terms of the data that should be recorded. On submit of an academic appeal the student motivation will be created on Field Data linked to Field Number 1 and the lecturer motivation on Field Data linked to Field Number 2.

.
Example:

Block 4: Request Eligibilities

Processing Rules for this Block : This block is used for indicating outcomes for eligibilities required per service code.

Field	Type & Length	Description
Request Number	N10	The system generated request reference . Displayed as inserted by post-insert action of previous block.	x
Service Request Number	N3	The system generated individual service request reference, within an application with various service requests.
Student Number	N9	Student Number related to service request record . The Initials and Surname will be displayed.
Eligibility Code	A4	Eligibility codes as defined for service request code.
Eligibility Outcome	A4	The value that indicates the eligibility outcome of the service request. Outcome Code and Description with Eligibility Y/N, where the Outcome Indicator is = 'E' may be used.
Eligibility Outcome User	A8	The user who enters the eligibility outcome code. The user's ID will be automatically inserted for this field. If the previous field is changed to NULL, the user code must also be set to NULL. If the outcome code is updated this field is also updated with the current login user.
Eligibility Waiver Reason	A4	If eligibility for the service requested must be waived, specify the waiver reason code. The value entered must be valid for the Waiver Type = 'E' (Eligibility) on {SSTUDS-1b3}
Eligibility Waiver User	A8	The user ID of the user who enters the eligibility waiver reason code will be inserted automatically for this field. If the previous field's value is updated with NULL, the value for this field is also cleared. If it is updated with another value the user is also updated with the current login user.

Example:

Examples
	The Academic Services that a student can request are: Aegrotat grade for an examination assessment. Credit transfer of a course (NZ Diploma of Business Studies only). Cross credit of a course (domestic or international qualification). Deferral of an examination assessment. Exemption from a summative assessment or unit standard. Extension to a course enrolment. Reconsideration of a final course grade. Recount of assessment marks. Resit of an examination assessment. Transfer to the next available semester for a course. Withdrawal from a course.

Examples

The Academic Services that a student can request are:

Aegrotat grade for an examination assessment.
Credit transfer of a course (NZ Diploma of Business Studies only).
Cross credit of a course (domestic or international qualification).
Deferral of an examination assessment.
Exemption from a summative assessment or unit standard.
Extension to a course enrolment.
Reconsideration of a final course grade.
Recount of assessment marks.
Resit of an examination assessment.
Transfer to the next available semester for a course.
Withdrawal from a course.

Processing Rules
	No special processing rules

Date	System Version	By Whom	Job	Description
15-Nov-2006	v01.0.0.0	Melanie Zeelie	T137523	New option in New manual format.
21-Dec-2006	v01.0.0.0	Phlip Pretorius	T138698	Proofread
12-Jul-2007	v01.0.0.0	Melanie	T137523	New Images
16-Jan-2008	v01.0.0.0	Melanie	T137090	Add link to package
04-Jul-2008	v01.0.0.1	Magda	t133952	Update manual
01-Dec-2008	v01.0.0.01	Charlene van der Schyff	t151710	Edit language obtained from proof read language Juliet Gillies.
16-Feb-2011	v01.0.0.0	Bea Swart	t161194	New pop-up added on Request Outcome - block 2
13-Dec-2011	v02.0.0.1	Magda van der Schyff	F179113	Update manual
16-Feb-2012	v02.0.0.2	Magda van der Westhuizen	T178787	Insert 'logfile' for Student Service Code, Outcome Code.
21-May-2012	v02.0.0.3	Bea Swart	T181113	Change manual with new image for pop-up on Request Outcome field T178250
30-Jan-2012	v02.0.0.4	Magda van der Schyff	T182257	Update manual (pop-up)
30-Jan-2015	v03.0.0.0	Melanie Zeelie	T207691	Added new fields for academic appeals
4-Feb-2015	v03.0.0.1	Melanie Zeelie	T212082	Added new information of print option of service requests.
01-Oct-2016	v03.0.0.2	Magda van der Schyff	T216594	Update manuals (pop-up)
07-Aug-2017	v03.0.0.3	Charlene van der Schyff	t223026	Add new fields case number, venue/location and popup for block 2 on student number.
26-Apr-2018	v04.1.0.0	Frans Pelser	T223098	ATOV 223026
13-Aug-2019	v04.1.0.1	Esther Louw	T238435	ATOV 228027