A Closer Look at a Frequently Asked E-Subro Hub Question
On one end of the spectrum, there are questions we hear once and then may never hear again. And then there are questions that come up time and time again. The following is a question that has been brought to AF’s attention numerous times this year, along with the best answer we can offer. We hope our answer will help you work your demands in the most efficient manner possible!
“I have been told that when I send a Request for Information to get a status, my demand goes to the bottom of the Responder’s Work List. Why does the system move a demand that is already in need of attention?”
Actually, the most common sort method is Issue Date, resulting in oldest demands being at the top of the work list and newer demands showing up at the end of the list. However, the handling associate can re-sort the Work List by clicking at the top of any column. It is a common practice for an associate to prioritize a Work List by the Last Action Date column.
Using the example where a demand was issued 14 days earlier, and with no other activity taking place, the Last Action Date would be the issue date. This demand would likely be at the top of a list sorted by the Last Action Date. However, if an action such as a Request for Information is initiated, the Last Action Date would then move to the date the request was made, resulting in the demand moving to the bottom of the list when it is sorted by the Last Action Date. It is not default system functionality that causes the demand to change its place in order but how the other associate manages his or her Work List. It should be noted that re-sorting by the Last Action Date is a perfectly reasonable and efficient way to prioritize a Work List.
With this in mind, the Send FYI feature may be a good way to request a status update. The Send FYI will give the opposing party a Message Flag (envelope icon) on its Work List but will not create a new Last Action Date. In the example listed above, the demand’s Last Action Date would remain at 14 days prior, even with a newly created Send FYI message.
Article published in: November 2017 E-Bulletin for E-Subro Hub