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Procedures Sample Page

Manual Price Updates

Cause of manual intervention: On a month-end basis, the client will provide prices that need to be entered in the system via an internal system message. These are prices on assets that are not covered by the daily vendor feeds, due to their unique nature or circumstances. Ops must respond to the message by manually entering the new price provided for each asset and marking the message as complete, in a timely manner. To complete the monthly manual price updates, follow the steps below.

1. You will receive a message with an attachment in your activity queue in Desktop.

2. Review the information provided to be sure all information you need is included in the spreadsheet attached.

Figure 115 – Sample Blank Alternative Priced Spreadsheet

3.       If the information you need is not provided, update the message to Unable to Complete and enter the reason for your rejection of the message in the Notes section that must be filled. Be sure to request a new spreadsheet with all information on all items contained in the one that will be sent. You do not want a partial one coming back to you with just the incomplete information filled in – you want the entire spreadsheet for the month, including the information you did not receive.

4.       If the information is correct, update the message activity to Investigating.

5.       Manually enter the price changes, using the steps in Paragraph 4.4.5, if necessary.

6.       Update the GRM to Complete.

Procedure: Manage Aged Items

Cause of manual intervention: An exception, manual step or other activity is open for a time period exceeding set parameters and is flagged in the system as Aged using the icon depicted in the screen capture below.

Figure 26 – Work Queue Showing Aged Items

The platform recognizes items as aged when one of three situations occurs:

1.       When the due date of an entire activity is past.

2.       When a manual step within an activity is overdue (this is shown on the Manual Step Activity as the Due Date)

3.       Another single step within the activity can carry a pre-set duration. For instance, Operations has pre-set certain durations for specific tasks. When response on the system does not meet the duration established, the entire activity is considered aged.

Your work queue displays activities with the oldest date first and the most current activities at the bottom of the listing, by default. You should easily be able to determine which activities the system has flagged are aged and respond quickly to solve those, by either performing the manual step or working the exception to close. It is vitally important to work the aged items off your queue as quickly as possible.

Add To a Case Screen

After the first alert is used to create a case, you can add as many additional alerts to the case as necessary using the    "Add to Case button" button on the Alert Details screen. The Add to A Case screen appears.

Figure 24 – Add To A Case Screen

Select the case to which you wish to add this alert by clicking on to the right of the Case ID field. The Case screen appears.

Figure 25 – Case Screen

This screen contains all the cases established in this program.

Alert Details Screen

Clicking in the Select checkbox on any row and then "Details button" clicking opens the Alert Details screen. This screen presents an individual alert on a single page to allow you to more closely examine the information on that alert, without scrolling to the left and right in the columnar format of the Alert Details screen.

Figure 26 – Alert Details Screen

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