Initiating a Service Request

Overview
Initiating a Service Request
Establishing Favorite Service Requests
Subscribing to Item-Level Alerts

Overview

There are two tabs on the Service Request Menu screen. The Service Request Menu Tab contains a list of all Service Requests that are available to you, while the Favorite Service Requests Tab contains a list of the Service Requests that you established as favorites. If you specified any favorite Service Requests, the Favorite Service Requests Tab displays by default when you open the Service Request Menu screen; otherwise, the Service Request Menu Tab displays.

The first step in initiating a Service Request is to identify the account or accounts for which you are initiating the request. You can include up to ten (10) accounts in one request for the same Category/Subcategory.

All available Supercategories are listed on the Service Request Menu Tab, while only the Supercategories associated with specified favorites display on the Favorite Service Requests Tab. Below each Supercategory is its list of Categories. You can expand and collapse an entire Supercategory by selecting its Expand Group and Collapse Group link, respectively. You can also expand and collapse a Category by selecting the right-facing and left-facing arrows respectively that are associated with it. When expanded, the Subcategories, or the Service Requests, display; the long description for each Service Request is included to aid in your making the correct selection.

Several screens display when initiating a Service Request and each is associated with a step or task within the overall process.

Determine the customer issue that must be addressed.
Based on the issue identified, select the Supercategory, Category, and Subcategory, which is the actual Service Request.
Complete the fields related to the chosen Service Request.
If you are entitled to do so and you feel the Service Request must be handled as soon as possible, escalate the request. This feature places the request at the front of the work queue or into a separate priority queue.
Optionally flag the Service Request for follow-up.
Optionally choose to receive alerts for the Service Request.
Optionally attach a file to the Service Request. You can attach up to a maximum of ten (10) eligible documents to a request for one account; you cannot attach more than one file to a request for multiple accounts.
Verify the field values are correct and, if not, modify the information provided.
Submit the Service Request or save the in-progress Service Request (Save Draft). You can save a request as a draft for up to sixty (60) calendar days and then complete and submit it at a later time. If you do not use the draft by Day 61, it is automatically dropped by the system.
If you chose to subscribe to the alert, you select the statuses for which you wish to be notified and the email address or addresses to use for this notification as part of the submittal process.
View the Service Request submittal confirmation page.

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Initiating a Service Request

Select Service > Service & Workflow > Initiate Service Request. NOTE: You may also initiate a Service Request directly from the Service Center screen by selecting the Initiate Service Request link above the grid or by choosing Service > Initiate Service Request in an account's navigation panel.
If you do not have an account in context, you must enter one in the text field or add the account or accounts (up to 10) for which you want to initiate a Service Request. NOTE: If you accessed the Service Request Menu screen from the Account Access Layer or an account's navigation panel, the account is already in context. You may change the account number or add multiple accounts (up to 10) to the request. See Adding an Account.
Select the Apply button.
To display the Service Requests that match a keyword, enter one or more characters for the search in the Search Service Request Menu field. As you type in the field, matches to the characters you enter dynamically displays in a drop-down. You can select a keyword from the matched keywords without typing the entire word. Choose (select) one of the entries in the drop-down or complete your entry in the field and then select the Search button. The screen displays the Subcategories, or Service Requests, that are associated with the search criterion and with the user profile assigned to you. NOTE: If the Service Request you are looking for does not display in the search results, select the Back to Service Request Menu link to return to the main screen so you can perform another search.
Using the menu of available Service Requests (Supercategories, Categories, and Subcategories), select the request you wish to create by selecting its associated link. NOTE: See the Service Request Descriptions and Expected Resolution Times for further information on the available Service Requests. If you are assigned to a user profile, you see only the Service Requests specified in this profile.
Complete the Service Request Details fields either by entering the information or using the drop-down lists where available. NOTE: The fields that display vary depending upon the Service Request selected. Required fields are flagged with an asterisk. An error message displays if you do not complete all required fields.
Select the Change Phone Number link to enable the Contact Phone Number field for editing. NOTE: If there is no phone number on record for the user, the field is enabled so you can enter this information. The Fidelity database is updated with the information you enter in this field. International phone numbers are accepted, including extensions. Hyphens are recommended.
Provide direction and information on the Service Request by completing the Additional Details field. NOTE: The maximum length of this field is 1000 characters.
If you wish to attach a file to the Service Request, select the Add Attachment link.
If you have the proper entitlement and you feel the handling of this Service Request is urgent, select the Escalation Required checkbox.
To flag this request for follow-up, select Flag for Follow-up checkbox.
If you wish to subscribe to an alert for the Service Request, select the Receive Alerts for this Service Request checkbox.
Review the information you entered in the Service Request Details area and in the Additional Details field and make any necessary changes. When you are satisfied with your entries, do one of the following: NOTE: Select the Cancel link to exit the process without saving your edits.
Select the Continue button to move to the next stage in the Service Request initiation process.
OR
Select the Save as Draft button to save the information you entered up to this point for editing in the future (for example, if you need to acquire additional information, such as a Wire Receipt Number). The Service Request is not submitted to Fidelity, but does display with your other Service Requests; it has a status of Saved Draft. You must use the Service Center screen to continue initiating draft requests. NOTE: The Save as Draft button is not active if initiating a Service Request for more than one account. Also, some Service Requests do not offer this option (i.e., Service Requests that are processed straight through).
When you select the Continue button, the Review screen displays. Review the Service Request information and then do one of the following:
Select the Previous button to return to the previous screen if you want to make changes to the content.
OR
Select the Submit button to send the Service Request to Fidelity.
OR
If you chose to subscribe to an alert for this Service Request, select the Submit & Set Up Alerts button to establish the alert criteria. The Service Request is submitted at this point and a Tracking Number is provided along with the alert subscription page. NOTE: See Subscribing to Item-Level Alerts for additional information.
When you select the Submit button or the Set Up Alert button when you completed the alert subscription process, a Confirmation screen displays indicating your Service Request was submitted successfully to Fidelity. This confirmation includes a Tracking Number, as well as other pertinent information related to your Service Request, such as the Expected Resolution Time, Expected Resolution Date, and the Servicing Area that will handle the request. NOTE: If you want to save a hard copy for your records, select the PDF label to create a PDF version of your Service Request that can then be opened, printed, and/or saved.
Either close the Service Request Menu pop-up screen by selecting the X in the control bar for the pop-up OR use the links on the Confirmation screen to perform one of the following next steps:
Go to Service Center - Status Items: Display the Service Center Status Grid with the Action Items Tab in context.
OR
Add to Favorites: Adds the current Service Request to the list of favorites on the Favorite Service Requests Tab. NOTE: The Remove from Favorites link displays if you already designated the Service Request as one of your favorites. Selecting the link removes it as a favorite.
OR
Copy this request: Displays the first Initiate Start Service Request page with all fields pre-populated with the same information as the current request and with the account(s) retained in context. You can use this request as the basis for another, similar request and edit any fields accordingly.
OR
Initiate new request: Displays the main Service Request Menu page with the account(s) retained in context. You can choose from the list of the available Service Requests and initiate another for the same account or same selected set of accounts.

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Establishing Favorite Service Requests

NOTE: In addition to the process described below, you can designate a Service Request as a favorite by selecting the Add to Favorites link on the Confirmation screen after submitting the request. If the Service Request is already designated as a favorite, select the Remove from Favorites link on the Confirmation screen if you wish to remove it as a favorite.

Establishing a list of favorite Service Requests allows you to create a simplified view of the Service Request Menu containing your designated favorites, which provides quick access to the Service Requests you use most often.

Select the right-facing arrow to expand a Supercategory on the Service Request Menu Tab, so you can locate the Service Request you wish to designate as a favorite. NOTE: When you expand a Supercategory, you can select the Expand Group link to expand all Categories within it, which displays all Service Requests within the Supercategory.
Select the empty Favorites (Star) icon associated with the desired Service Request.
When you select the Favorites (Star) icon, its changes from empty to solid to indicate your selection. Also, the Service Request is listed in both the Favorite Service Requests Tab and the Service Request Menu Tab.
Simply select the Favorites (Star) icon a second time on either tab to remove the Service Request as a favorite.

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Subscribing to Item-Level Alerts

NOTE:

Item-level alert subscriptions are available for Service Requests and Service Messages.
To modify an existing alert subscription or to unsubscribe from the associated alert, open the Service Request or Service Message from the Service Center Status Grid.
Please see Alert Manager for additional alert information.

You can subscribe to receive an alert when a specific Service Request or Service Message undergoes a status change that is of importance to you. This notification is referred to as an item-level alert. Item-level alert subscriptions are separate from subscriptions created at the Subcategory level in Alert Manager. A Subcategory subscription triggers alerts for every service item that meets the alert requirements, while an item-level subscription applies to just one Service Request or Service Message (i.e., the individual work item).

You choose the status changes that trigger the alert and specify up to three email addresses for its delivery. Regardless of whether you specify a delivery option, you can view these alerts on the All Alerts Tab in Alert Manager.

When you subscribe to an item-level alert, you have the option to unsubscribe from its associated Subcategory alert, provided it is not a mandatory alert. If you subscribe to alerts at both levels, the subscription settings at the item level override those at the Subcategory level. Changes to subscriptions at the Subcategory level have no impact on subscriptions and alerts at the work item level. Also, any alerts you receive for the work item do not result in duplicate alerts at the Subcategory level.

To subscribe to alerts for a Service Request during its initiation process:

Select the Receive Alerts for this Service Request checkbox.
Select the Submit & Set Up Alerts button to display the Subscribe to Alerts for this Service Request screen.
Select the checkbox(es) associated with the statuses for which you wish to be notified. All Statuses are selected by default. Select the right-facing arrow to customize the selection. NOTE: If you are subscribed to a mandatory alert at the Subcategory level, the mandatory alert statuses are grayed out and you cannot deselect them.
If you are subscribed to a non-mandatory alert at the Subcategory level and wish to unsubscribe from it, select the Unsubscribe from Subcategory Alerts link.
Select the checkbox(es) associated with the available email addresses or enter the email address(es) in the Delivery Options section of the screen to specify those you wish to receive the alert notification. Only three Delivery Options are available and are managed within Alert Manager.
When you complete your selections, select the Set Up Alert button to proceed to the Confirmation screen.

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