What is a Work Request?
A work request is the formal method for requesting work on your Faculty Success database. You can use work requests to:
- Create and manage user accounts in bulk
- Submit data import files
- Request screen revisions
- Request new full-service reports
- Revise existing full-service reports
- Modify security roles
- Set up additional features
The Work Requests utility enables you to submit new work requests and to track the requests you submitted.
What Should Be In a Work Request?
A work request should contain the information that allows us to process the request—no more, no less. Some work request types will have associated templates you should fill out.
When writing Work Requests, best practice is to include the information on what task Watermark is expected to complete and where to complete the task. If your request is not immediately actionable, we'll send it back to you with a request for more information.
Viewing and Managing Work Requests
Work requests are split into two categories: Open Work Requests and Closed Work Requests.
Open Work Requests
To view your active requests:
In Faculty Success, select Work Requests from the main navigation bar.
Locate the Your Open Work Requests section.
View your requests listed alongside key details including the Work Request ID, Description, Submitted Date, and Expected Completion Date.
Closed Work Requests
To view completed or archived requests:
Go to Work Requests in the main navigation bar.
Select [View Closed Requests] located near the top of the table.
Browse or sort your past work requests using the available table columns.
Sorting Your Requests
You can sort the table in ascending or descending order by clicking any column header in either the Open or Closed Work Requests table:
Work Request ID: Sort numerically to find specific or recently assigned request numbers.
Description: Sort alphabetically by request title.
Submitted: Sort chronologically by the date the request was submitted.
Expected Completion: Sort by target completion date.
Responding to Work Requests
If we need additional information or guidance in order to complete a work request, we will use the work request to communicate questions. To respond, log in to Faculty Success and navigate to the open work request. Under Expected Completion, there will be a note that reads "Question: Awaiting Your Response".
If you need to revise the instructions submitted in a work request, you are able to add notes and attachments to work requests waiting on us in most cases. Exceptions to this would be if the work request is under review, or has been marked as Complete.
Note: When we send a message through the Work Requests utility, a notification email referencing the Work Request ID is sent to alert you that the work request is awaiting your response. This email will include a copy of the text from the message in the work request, as well as the original request note that provides context for the response. We intend this email to be a notification only; please do not respond to this email.
Completing Work Requests
When all of the changes outlined in your work request have been made, the request will be marked as Complete and returned to you for review. Under Expected Completion, there will be a note that reads "Complete: Ready for Your Review".
If you are satisfied that the request has been completed to your specifications, you will be asked to rate the request on a scale of 1 to 5 to close the request, which will automatically move it to the View Closed Requests section of the Work Requests utility.
If additional changes are needed and the request is not complete, you can send it back with comments on further changes required.
Note: Only the administrator who submitted the work request may rate, complete, or return it.
We will automatically close work requests that have been marked as Complete after six months of inactivity. We'll send you a reminder ten business days prior to closing an item and another notification once we close it. All closed items will move to View Closed Requests.
Communicating with Watermark Support
Each submitted work request is automatically assigned a unique Work Request ID.
Notifications: Automated email notifications regarding your request will reference this ID.
Support Inquiries: When following up with Watermark Support regarding a specific request, please provide the Work Request ID from your table. This gives the support team a clear, direct reference point to help locate and update your request faster.