Three Ways You Can Close the Loop

December 12, 2016 Andrea Ricci

An increasing number of clients are asking us how they can close the loop between file managers and submitting users. This action allows submitting users to receive a status update, or feedback on the files they have submitted and increases reporting culture in an organization. This also allows users to see the value of reporting, reassures staff that their files are being dealt with and encourages them to continue reporting. 

We have three recommendations as to how you can go about implementing this at your organization: 

Closed Files General System Parameter
There are two General System Parameters (GSP) that will allow submitting users to receive an email. One general system parameter sends the submitter an email with the File ID, so they can have a reference number if they need to follow-up with any individuals. The other GSP will allow users that submitted the file to be notified of certain state changes. For example, they can receive an email when the state changed from New to In-progress, or In-progress to Closed.  

‘Files I’ve Submitted’ Info Center Widget
 Assigning an Info Center Template with a ‘File’s I’ve Created’ widget to users will allow them view files they have submitted. Depending on that user’s access, they can see the file they have submitted along with all of the content displayed in the Info Center Widget’s columns. Additionally, you have the option of adding customized fields to the widget to push communication to submitting users, when the user doesn’t have access to open the file. 

Field on Submission Form 
Users have the option to modify their workflow to facilitate this follow-up. Here is one example of a way you can incorporate this into your workflow: 

  1. Create a field for each submission form captioned “Would you like the responsible Risk Manager to follow-up with you upon the resolution of this file?” with a picklist Yes/No.
  2. Create an alert to trigger to the appropriate owner of the file, indicating which files need follow-up on. This information could also be captured in a simple list report.
  3. Schedule that alert or report to meet your organization’s workflow.

Note: if you use anonymous submission, consider adding a name field, and an email field to account for this.

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