Queues

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Queues

The FOIA Queues module displays multiple work queues that requests and appeals move through while being processed. The workflow and the queue names can be customized to support your business process.

Depending on your role in the system, you may not see all of the queues.

Requests start out in the Intake queue, and move through the other queues as they are processed. Appeals start out in the Appeal queue.

Queue Definition and Process Flow

The available queues are:

  • Intake – new requests land in the Intake queue.
  • Appeal Queue – The Appeal queue is the intake queue for appeals. This is where all incoming appeals are presented to be processed.
  • Fulfill Queue – After being moved forward from the Intake queue, the request will be sent to the Fulfill queue. Here users can add the content that will be delivered to the client. Typically this is where users add content and make redactions as needed. If a request is denied in full, however, it skips this queue and goes straight to the Approve queue.
  • Approve Queue – This is where the request or appeal can be reviewed for approval. From here users may send it back to the Fulfill queue if it needs more work, send it to the billing queue if a fee is needed before delivery, or send it directly to the release queue if the fee is waived. Typically,  once a request/appeal is fully complete/approved for completion, the request is given a Disposition Closed Date. This is the official closing of the request, ending the 20-day timer and closing the request.
  • Billing Queue – This queue is for requests that need to collect an associated fee before they are delivered to the requester. This queue will be skipped for all denied in full. If this queue is not needed you can move a request to the next queue using the Complete button.
  • Release Queue – When an appeal or request reaches the release queue, it is has been completed. Here the request can be sent to the requester depending on the delivery method. If the delivery method is Web Portal, the request delivery documents will be sent to the requester’s web portal account.
  • Hold Queue – For requests that require more information prior to processing or are awaiting fee assessments.

Intake Queue

New requests are listed in the Intake queue. See Create a Request to start a new request from ArkCase FOIA.

To begin processing a request, you can:

  • Select the request from the list. Click any field to open the request.

  • You can also choose the Start Working button.
  1. Select a request from the list.
  2. Click the Start Working button.

Appeal Queue

You can locate and manage appeals from the Appeal queue. Select an appeal from the list to view its content, or select the checkmark for the appeal and click Start Working. See Create a Request to start a new appeal.

Assign a Request or Appeal

To assign a request or appeal:

  1. Open the request or appeal.
  2. Click the blue text None above Assigned To.

3. Select the assignee.

Choose an Executive Group

Before you can promote a request or appeal, you must choose an Executive Group.

  1. Click the blue text Unknown above Executive Group.

2. Select the Executive Group from the drop-down menu.

3. Click the checkmark to save.

Promote a Request or Appeal to the Fulfill Queue

1. Open the request or appeal.

2. Complete information as needed:

  • Request Track
  • Expedite Requested
  • Extension
  • Litigation
  • Fee Waived

3. Choose the assignee by clicking the blue text above Assigned to.

4. Choose the executive group by clicking the blue text above Executive Group and selecting a value from the drop-down menu.

5. Choose an action for the request/appeal: Split,Deny, Hold, or Complete.

  • Split – choose the document(s) to create a new request. The result is two requests/appeals with the same metadata but different documents.
  • Deny-select a reason from the drop-down menu. The denied request/appeal moves to the Approve queue.
  • Hold moves the request/appeal to the  Hold queue.
  • Complete moves the request/appeal to the Approve queue.

Fulfill Queue

After a request or appeal has been processed from the Intake or Appeal queue, it is shown in the Fulfill queue.

1. Select an appeal or request from the queue to view its content.

2. View the content and choose an action: Unclaim, Send Email, Hold, or Complete.

  • Unclaim  – change the assignee from the current assignee to None
  • Send Email  – send an email related to the request. Enter the recipient(s) email address.
  • Hold – move the request/appeal to the Hold queue. Changes the status from Perfected to Unperfected.
  • Complete –  open the disposition drop-down. Select a Disposition Category.

 

Approve Queue

After a request or appeal has been completed in the fulfill queue, it moves to the Approve queue. Select the request/appeal and choose an action. If you choose Complete, the request/appeal moves to the General Counsel queue.

General Counsel

After a request or appeal has been completed in the approve queue, it moves to the General Counsel queue. Select the request/appeal and choose an action. If you choose Complete, the request/appeal moves to the Billing queue.

Billing

After a request or appeal has been completed in the General Counsel queue, it moves to the Billing queue. Select the request/appeal and choose an action. If you choose Complete, the request/appeal moves to the Release queue.

Release

After a request or appeal has been completed in the release queue, it can be released to the requester.

Hold

Requests and appeals that have been placed on hold are listed in the Hold queue.

Select a request/appeal from the list to open it.

Select an action, split, email, or complete.

  • Split – choose the document(s) to create a new request. The result is two requests/appeals with the same metadata but different documents.
  • Send Email  – send an email related to the request. Enter the recipient(s) email address.
  • Complete –  opens the disposition drop-down. Select a Disposition Category.