Announcement: Urgent and Immediate Request

Announcement: Urgent and Immediate Request

Summary

Occasionally the Gravis Team may run into situations where an answer is needed before the standard response time in Request Hub. Finance has identified two key categories, urgent and immediate, and created specific workflows for each of them. The automagic routing and escalation rules in Request Hub take these key words into consideration for internal finance alerts.

Immediate Requests

IMMEDIATE: When you need an immediate answer – for example, when a client is on the phone or you need to know if a deadline or request is even possible, you will need an immediate answer. As we have many specialists on the team, it is best to post your question directly to the Finance Help channel. This way, all team members can see it and the team member who is available can get you an immediate answer.

Example: “John Doe is in the office and wants to make a payment but isn’t sure how much. What’s his balance?”

Example: “I just found out I had a filing deadline in 20 minutes – is it possible to get a check before then?”

Urgent Requests

URGENT: Some things are urgent but not necessarily immediate. Submit a ticket and include the phrase URGENT in the subject line. This will trigger internal finance settings which will flag your ticket for attention. You can, but aren’t required to, follow up with finance in the Finance Help channel.



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