Note: Only Admins can change the default response time.
You can set a default Response Time Limit and Due Soon Reminder for your entire organization to ensure that no requests are forgotten. Based on the default response time limit, icons will display within the application indicating if requests are due soon (
) or overdue (
). These icons are only visible to staff and not the general public. In addition, email reminders will be sent out notifying assigned staff when requests are due soon and overdue.
For information about how to change the due date of an individual request click here.
Request fulfillment is due by 11:59:59 PM local time on the due date.
Due date calculations
Calendar days: every day, including weekdays, weekends and holidays, counts towards the due date.
a. If a request is submitted by a requester at 5:00:59 PM local time or earlier:
The date of submittal is Day 0. Day 1 is the next day.
b. If a request is submitted by a requester at 5:01:00 PM local time or later:
The date of submittal and the following day are both Day 0. Day 1 is the day after the following day.
c. If a Staff member submits a request, while logged in as their Staff user, on behalf of a requester, they can select the Date received, which is Day 0. Day 1 is the next day.
Modified calendar days: every day, including weekdays, weekends and holidays, counts towards the due date. If the due date falls on a weekend or holiday, though, it will automatically be shifted to the next business day.
a. If a request is submitted at 5:00:59 PM local time or earlier:
The date of submittal is Day 0. Day 1 is the next day.
b. If a request is submitted at 5:01:00 PM local time or later:
The date of submittal and the following day are both Day 0. Day 1 is the day after the following day.
c. If a Staff member submits a request, while logged in as their Staff user, on behalf of a requester, they can select the Date received, which is Day 0. Day 1 is the next day.
Business days: only non-holiday weekdays count towards the due date.
a. If a request is submitted at 5:00:59 PM local time or earlier:
The date of submittal is Day 0 as long as it is a weekday, non-holiday. If it is, Day 1 is the next business day. If the date of submittal is not a non-holiday weekday, the next business day is Day 0 and the next business day after that is Day 1.
b. If a request is submitted at 5:01:00 PM local time or later:
The first weekday, non-holiday after the date of submittal is Day 0. The first weekday, non-holiday after that is Day 1.
c. If a Staff member submits a request, while logged in as their Staff user, on behalf of a requester, they can select the Date received, which is Day 0. Day 1 is the next business day.
Steps for setting the Response Time Limit and Due Soon Reminders
- Sign in to your account
- Click the ADMIN link in the header
- Click Portal Settings link in the sub-header
- Click Due Dates in the menu on the right hand side
- Select the calculation type that applies to your organization:
- In the field titled 'How many days until due?', enter the number of days that staff have to respond to a request
- In the field titled 'How many days before due date do you want to send a reminder?', enter the number of days before the time limit that staff should be reminded that the request is due (both by indicating in the application and sending reminder emails).
- Click the SAVE button