Track government information requests by using Information Request Playbook

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Track all the information requests that are assigned to you or other agents in your government agency by using the Information Request Playbook.

    Before you begin

    Role required: sn_gsm.constituent_agent, sn_gsm.business_agent, sn_gsm.agency_agent, sn_gsm.relationship_agent, and sn_gsm.service_manager

    About this task

    When you select a case, a form opens with the following sections:
    • A conversation of the interaction between the requester and the information request case agent.
    • The action that needs to be taken on the user's part, such as accepting or rejecting a case outcome.
    • The case details, including the case number and status.
    • Any attached files.

    Procedure

    1. Open the Information Request Playbook by navigating to Lists in the CSM Configurable Workspace.
    2. Navigate to the Information Requests list and select All.
    3. In the Information Requests section, select a list that is described in the following table.
      Table 1. Information Request Lists
      List Description
      All All information request cases that the agent has access to.
      My Cases All information request cases assigned to the agent.
      My Open Open cases assigned to the information request case agent.
      Unassigned for my group Cases that belong to any of the information request case agent's groups but haven't been assigned to an agent.
      For a detailed description of the fields under each list, see Information Request case form.