Occasionally when an asset owner sends a response back in reference to an enquiry, they may not reply with the sufficient information for us to recognise and allocate to an enquiry. For example, if they manually respond to enquiries, they may edit the subject and not include the enquiry reference or job identification, making it difficult to allocate to an enquiry.


In these instances, we will move the response to ‘Action Required’, and you will need to manually assign the response to an enquiry, or remove the response if it is not needed. You will be notified of this in three locations:

  • On your home page, under ‘Inbox’
  • As a notification badge next to ‘Mailbox’ in the menu banner
  • When you view the ‘Mailbox’ under ‘Action Required.