Opening and actioning a request

Requests can be viewed, opened and actioned from within the REQUESTS page.

• To open and then action a request:

1. Locate the required request from within the REQUESTS page.
2. Click on the Reference number link to open the Request details page. The following sections provide a mix of read-only details for the request and areas where you can add content and action this request:
   • Status and actions header

     The Status and actions header contains key information about the request. It is also where you can save, complete or reject a request.

     The following information is displayed:

     • Request reference - the unique reference number for this request.
     • Request status - the current status for this request. For more information about each request status type, refer to the REQUESTS page.
     • Priority - the priority of the request (Normal or High). The priority is set by the requestor when the request is made to your business.
     • Discussion - the count of discussion messages between your business and the requestor who created the request.

     The following response buttons are provided:

     • Download report button - starts the download report process whereby you can download information such as request, response and communication details for this request. Refer to Downloading a report for more information.
     • Reject request button - reject this request by clicking the Reject request button. A Confirm rejection dialog is presented for you to enter a reason for the rejection in the provided text box. Once done, click the Continue button. The requestor will receive a notification detailing the rejection and the reason behind it.

       Entering a reason for the rejection is mandatory.

     • Save request button - if you are not ready to complete the response yet, click the Save request button and you can continue actioning the request later.
     • Submit response button - click the Submit response button to submit your response back to the requestor. For more information submitting your response, continue to step 4 in the procedure below.
   • Request details section

     The Request details section displays the extra information to assist you when actioning the request. This information will vary depending on the type of request that the requestor has used but could include the following:

     • Assigned to - a request can be assigned to individual users and/or groups . To assign a request either click the down arrow and select the user or group from the list or start entering text for the user's first name, last name or email address or group name in the text box and suggested users and groups are automatically displayed in the list below. Keep entering extra letters to narrow down the suggestions until you find the correct user or group in the list.
       
       Email notifications are sent under the following conditions:
       • If a request is assigned to a user, the new assigned user will receive an email request.
       • If a request is assigned to a group, all primary group contacts will receive email notifications for requests sent to that group.

         For help configuring users and groups (including setting primary group contacts) for your business, refer to the USERS page and the GROUPS page.

     • Requested cameras - only present if the requestor selected cameras as part of the request.

       An email request is sent to all individual users and primary group contacts that have this request assigned to them.

     • Start time - the date and time the requestor has requested information from.
     • End time - the latest date and time the requestor has requested information from.
     • Description - the description the requestor has provided which should include all the required additional information to assist you with your response submission.
     • Custom request details - depending on the type of request and the form used by the requestor, extra custom request details may also be displayed. Information displayed here is relevant to the request type and is provided to assist you with your response submission.
     • Attached files - one or more files may have been attached as part of the request. If so, an Attached files section is provided with information such as the file name, size and comments for each file. Pay attention to the comments for each file as this will include any necessary guidance. For example, this could include details relating to a document for you to fill in and upload back to us or a photo for you to view and respond with feedback. Click the Download button, to download and then view each file.

       If the Attached files section is not available in your request, it has not been selected as required by the requestor who created this request.

   • Response details section

     Use the Response details section to provide the information to send back to the requestor to assist in their inquiries.

     The following response detail options are available:

     Additional comments

     Enter relevant comments for your response in the text box provided.

     The Additional comments text box is a mandatory field and is indicated as such with a red *. You CANNOT submit your response until this field is populated.

     Upload

     An Upload section may exist for you to upload individual files CCTV export folders.

     If the Upload section is not available in your request, it has not been selected as required by the requestor who created this request.

     • To upload individual files and CCTV export folders do the following:

     1. To upload files for the request, within the Individual files window, do one of the following:
        • Click the Select files button, browse to the location where the files are and click the Open button.
        • Browse to the location where the files are and drag and drop them within the Individual files window.

          The background changes to a yellow color to indicate that you can drop the files.
          
          Filenames MUST be unique. If there is a duplicate filename detected, a message is displayed informing you that there is a duplication and you are prevented from uploading the file.
          
          The file size CANNOT exceed the specified size as displayed. If it does, you are notified that the file has exceeded the maximum allowed size and you are prevented from uploading the file.

     2. To upload a CCTV export folder to the request, within the CCTV export folder, do one of the following:
        • Click the Select folder button, browse to the location where the CCTV folder is and click the Upload button.
        • Browse to the location where the CCTV folder is and drag and drop it within the CCTV export folder window.

          The background changes to a yellow color to indicate that you can drop the folder.
          
          You can upload multiple CCTV folders. A zip file is created for each CCTV folder which are made available to NICE Investigate for retrieval.
          
          If your internet browser does not support uploading folders, the CCTV export folder window is not displayed.

     3. You must adhere to the following rules when uploading files and CCTV export folders:
        • Uploads must be 1.8 GB or less.
        • The same file or CCTV folder cannot be uploaded more than once.
        • Folders and/or files with zero bytes cannot be uploaded.
        • Duplicate file names are not supported when uploading individual files or within the same CCTV folder. A duplicate file name can exist, but it must be in a different CCTV folder.
        • Navigating away or closing NICE Investigate Community altogether before one or more files have completed interrupts the upload. You are asked if you want to leave the site or not. Click Stay and the upload continues. If you choose to click Leave the upload will NOT complete. When you log back in, the files that were in the uploading status will need removing (by clicking the Remove button) so you can re-upload them.

          An error message is displayed indicating the reason of the failure.

     4. The upload process now starts and an entry for each file or CCTV folder is listed below detailing the following information:
        • Name - the name of the file or the name of the CCTV folder including the number of files it contains.
        • Size - the size (MB or GB) for the file or CCTV folder.
        • Status - the current status for the file or files within the CCTV folder (Uploading, Uploaded or Failed authorization (displayed when a file is 1.8 GB or greater)).
        • Remove - click the Remove button at any time (during upload or when the upload has completed) to remove the file or CCTV folder from the list.

          Should you navigate away from the REQUESTS page to another page within NICE Investigate Community during the upload, the upload status is provided in the header bar which once clicked each file upload status is displayed for your information, as shown here. Click the Remove button at any time (during upload or when upload has completed) to remove the file or CCTV folder from the list.

          

     5. Enter the following optional information for each file upload:
        • Camera name - the camera that was used to capture the video file. If one or more cameras have already been added using the CAMERAS page, click the drop down arrow and select the required camera in the list. If no cameras have been added, a text box is provided for you to enter the name for the camera.

          Entering a new camera, does NOT add the camera to the system (within the CAMERAS page).
          
          The Camera name option is only available if one or more cameras have been selected as required by the Requestor who created this request.

        • Comment - enter a comment per file upload in the text box provided.

     Once you have updated your response, you can save your response and update it further later or submit it. For more information actioning your response, refer to the Status and actions header section.

   • Messages section

     The Messages section enables users for your business to send discussion messages to the requestor for this request. It also displays messages sent from the requestor. All users for your business can see all messages for the request.

     The Messages heading displays the total number of discussion messages for this request in brackets e.g. Messages (5).

     The messages area displays all discussion messages from oldest first to newest last. Messages are displayed with a time stamp and date and are displayed with a different icon depending on whether they have been sent from your business or received by your business from a requestor:

     • messages sent from your business.
     • messages received from a requestor.

       Messaging is not real-time messaging. When new messages arrive, you must first click the Reload button. Once any new messages have been retrieved, they are now displayed for you to read and respond to if necessary.

     When a message is sent to your business, an email is also sent all business users involved in the discussion and the assigned user or the users for the assigned group. If there are no users that match the above criteria, the email is sent to all the original request recipients. Information in the email includes:

     • Recipient name - the full name of the user that the email is being sent to
     • Request reference number
     • Requestor name - the full name of the requestor that sent the message
     • Request link - a link to the request with the new message

     To create a new message, enter it in the text box provided. Once complete, click the Send button. The total number of messages increases by one to reflect this update. Your message is now displayed in the messages area and is automatically sent to the requestor to read. Once received the message displays the text (sent) after the message time stamp.

     A message can be sent regardless of the status of the request. For example, a message can still be sent when a request has been completed.

3. Once you have actioned this request, you have three options. You can either reject, save or submit this response back to the requestor. For details rejecting and saving the request, refer to the Status and actions header section. To submit the request, follow this procedure.

   The Status and actions header contains key information about the request. It is also where you can save, complete or reject a request.

   The following information is displayed:

   • Request reference - the unique reference number for this request.
   • Request status - the current status for this request. For more information about each request status type, refer to the REQUESTS page.
   • Priority - the priority of the request (Normal or High). The priority is set by the requestor when the request is made to your business.
   • Discussion - the count of discussion messages between your business and the requestor who created the request.

   The following response buttons are provided:

   • Download report button - starts the download report process whereby you can download information such as request, response and communication details for this request. Refer to Downloading a report for more information.
   • Reject request button - reject this request by clicking the Reject request button. A Confirm rejection dialog is presented for you to enter a reason for the rejection in the provided text box. Once done, click the Continue button. The requestor will receive a notification detailing the rejection and the reason behind it.

     Entering a reason for the rejection is mandatory.

   • Save request button - if you are not ready to complete the response yet, click the Save request button and you can continue actioning the request later.
   • Submit response button - click the Submit response button to submit your response back to the requestor. For more information submitting your response, continue to step 4 in the procedure below.
4. Click the Submit response button in the Status and actions header and the Confirm response dialog is presented.
5. Read the summary and if you agree with the statement on this message, click the Continue button to submit the request. The request is now sent back to the Requestor unless there has been a failure. If so, you are informed as to the reason for the failure. This can be due to:
   • No files being submitted. You must at least submit one file per request (assuming that the request requires files).
   • If you try and submit a response while one or more files are still being uploaded. You must first wait for all files to be uploaded before you can submit the request.
   • If another user has added or deleted a file since you last accessed the request. You must first refresh the page to see the latest list of file uploads before you can submit the request.
6. Once complete, a message is briefly displayed confirming whether it has been successful or not. If successful, the request status now updates to Completed. To view a read-only copy of your completed responses, click the Closed link on the REQUESTS page and click on the relevant Reference number link.

   To view a read-only copy of your completed response, click the Closed link on the REQUESTS page and click on the relevant Reference number link.