As a member of an external service provider, you receive requests from case managers. This article shows you how to receive, handle, and respond to requests.
Requests at the External Service Provider
Administrator view
As an administrator (coordinator) of the external service provider, you are responsible for managing incoming requests:
See incoming requests — New requests appear in the request overview with the status "Unassigned"
Assign expert — Assign the request to an expert on your team
Keep track — See the status of all requests at your external service provider
Expert view
As an expert, you see the requests assigned to you:
Assigned requests — All requests assigned to you appear in your overview
View case documents — You have access to the documents shared with you for the request
Responding to a request
Open the assigned request
Read the question and review the shared documents
Write your response in the text field
Optional: Attach files — Add reports or other documents
Click Send response — The response goes for review
Review and approval (administrator)
After the expert responds, the administrator reviews the response:
Check response — Read the response and attached files
Make adjustments — Make changes to the response if needed
Approve response — The response is sent back to the requester
Internal chat
An internal chat is available for coordination between administrator and expert. This chat is visible only to the expert centre team — the requester cannot see these messages.
Request overview
In the request overview (accessible via the left navigation bar), you see all open requests addressed to you. You can filter by:
Search — Search by subject or case
Status — Open, in progress, under review, completed requests
Sender — Who made the request?
Recipient — To whom is the request addressed?
Assigned to me — Shows only requests personally assigned to you
