Service Requests

Overview

After initiating your Service Requests, you use Service Center to view and manage these communications submitted to Fidelity. Based on the status of the Service Request, you may take action, reopen a Resolved request, or subscribe to an alert for the Service Request.

Top

Service Request Details

You can open a Service Request to view its details. The Service Request Details screen is organized into the following sections:

The action buttons that display on the Service Request Details screen vary depending on the status of the Service Request.

Top

Viewing a Service Request

  1. To display the details screen for a selected Service Request in the Service Center grid:
    Select (highlight) the row of the desired Service Request. Then right-click and select View Request Details in the shortcut menu that displays.
    OR
    Double-click the desired Service Request.
  2. When you finish viewing the selected request, select the X to close the Service Request Details screen.
Top

Modifying a Service Request

  1. To display the details screen for a selected Service Request in the Service Center grid:
    Select (highlight) the row of the desired Service Request. Then right-click and select View Details in the shortcut menu that displays.
    OR
    Double-click the desired Service Request.
  2. Select the Modify button.
  3. If you have the proper entitlement and you feel the handling of this Service Request is urgent, select the Escalation Required? checkbox.
  4. Enter a reason for the modification in the Notes section of the screen (required). NOTE: The maximum length of the Notes field is 1000 characters.
  5. If you wish to add an attachment, select the Add Attachment link. NOTE: See Attaching a File to a Service Request or a Service Message for information on performing this operation.
  6. Select the Submit button.
  7. A confirmation message displays indicating your modification was successful. Select the X to close the Service Request Details screen.
Top

Deleting a Service Request

Service Center does not contain a specific delete function. In the event you wish to retract a request (e.g., you changed your mind and do not want the request processed OR duplicate Service Requests were submitted in error), view and then modify the Service Request by providing the appropriate directions to the servicing area using the Notes field.

Enter the following recommended text into the Notes section for the above situations:

NOTE:

Top

Reopening a Service Request

NOTE: If the resolution of a Service Request does not meet your expectation and there is some urgency behind this request (for example, a pressing client issue), you can reopen a Resolved Service Request. Reopening flags the Service Request as escalated. Once escalated, a Service Request either moves into a separate specific work queue or is placed at the top of the work queue (depending upon the particular Service Request).

  1. To display the details screen for a selected Service Request in the Service Center grid with a Resolved Status:
    Select (highlight) the row of the desired Service Request. Then right-click and select View Details in the shortcut menu that displays.
    OR
    Double-click the desired Service Request.
  2. Select the Reopen button.
  3. Use the Notes field to enter your reason for reopening the Service Request. NOTE: The maximum length of the Notes field is 1000 characters.
  4. If you wish to add an attachment, select the Add Attachment link. NOTE: See Attaching a File to a Service Request or a Service Message for information on performing this operation.
  5. Select the Submit button.
  6. A confirmation message displays indicating the Service Request was reopened. Notice the checkbox associated with Escalation Required is checked. Select the X to close the Service Request Details screen.
Top

Subscribing to Service Item Alerts

Overview

NOTE:

You can subscribe to and receive alerts for a specific service item. The service item must be either a Service Request or Service Message with an Open Status. 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 a service item 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 service item level override those at the Subcategory level. Changes to subscriptions at the Subcategory level have no impact on subscriptions and alerts at the service item level. Also, any alerts you receive for the service item do not result in duplicate alerts at the Subcategory level.

Subscribing to the Alert

NOTE: Select the Cancel link at any time to close the screen without subscribing to the alert.

  1. Select the Set Up Alerts link on the Service Request Details screen. The Subscribe to Alerts for this Service Request pop-up screen displays.
  2. Select the checkbox(es) associated with the statuses for which you wish to be notified. 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. By default, all statuses are selected.
  3. If you are subscribed to a non-mandatory alert at the Subcategory level and wish to unsubscribe from it, select the Unsubscribe link.
  4. Select the checkbox(es) associated with the available email addresses in the Delivery Options section of the screen to specify those you wish to receive the alert notification.
  5. When you complete your selections, select the Set Up Alert button.
  6. A confirmation message displays on the Service Request Details screen indicating the alert subscription was processed and the link changes to Manage Alerts. NOTE: Select this link to make modifications to the subscription or to unsubscribe from the alert.

Top

Modifying the Subscription

NOTE: Select the Cancel link at any time to close the screen without making any changes to the alert subscription.

You can make modifications to the service item alert subscription, which include changing Status filters and/or delivery options.

  1. Select the Manage Alerts link on the Service Request Details screen. The Manage Alerts for this Service Request pop-up screen displays.
  2. Revise the statuses for which you wish to be notified by selecting or deselecting the associated checkbox(es).
  3. Revise the email addresses in the Delivery Options section of the screen that you wish to receive the alert notification by selecting or deselecting the associated checkbox(es). If no email address exists in Alert Manager, you may include up to the maximum of three Delivery Options. Once established, email addresses are updated or deleted within Alert Manager.
  4. When you finish making the necessary modifications, select the Submit button. The pop-up closes and a confirmation message concerning the modifications displays on the Service Request Details screen.
Top

Unsubscribing from the Alert

NOTE: Select the Cancel link at any time to close the screen without making any changes to the alert subscription.

When you unsubscribe from the service item alert, the subscription no longer displays in the Item Level Subscriptions Tab in Alert Manager and you no longer receive the alert.

  1. Select the Manage Alerts link on the Service Request Details screen. The Manage Alerts for this Service Request pop-up screen displays.
  2. Select the Unsubscribe link. A pop-up verification screen displays.
  3. Select the Cancel link to close the pop-ups and ignore any changes you made.
    OR
    Select the Unsubscribe button to close the pop-ups and complete the unsubscription process. A confirmation message concerning the unsubscription displays on the Service Request Details screen and the link reverts to Set Up Alerts.
Top

Statuses

The following tables provide descriptions of the statuses that may be associated with your Service Requests as they are processed.

NOTE:

Open Statuses

Status Description
Escalated Service Request was escalated when it was created or modified or was reopened and either moved into a separate specific work queue or placed at the top of the work queue (depending upon the particular Service Request).
NOTE: The escalation of a Service Request is indicated by an exclamation mark icon not by the verbiage Escalated in the Status column.
In Process Fidelity is working on your request but cannot make a final determination on its processing (e.g., Resolved, NIGO, or Rejected/Unable to Process) at this time.
Not In Good Order (NIGO) Fidelity received the request, but deemed it not in good order. Additional information must be provided by the client in order to process it.
Pending 3rd Party Action Fidelity is waiting on action by a 3rd party. Please review the item’s notes for specific details.
Reopened Resolved Service Request was opened again because there was an issue with it (e.g., resolution did not meet expectations, error in original request, etc.).
Saved Draft Service Request was saved by the client before its submittal to Fidelity. Therefore, the request is in a draft mode and has not been submitted (and will not be processed until it is sent to Fidelity).
NOTE: The Service Request will not be processed until/unless it is submitted.
Submitted Service Request was sent to Fidelity for processing.
 
NOTE: The following statuses only apply to a limited number of users.
Approved HO Service Request was approved for processing by the home office.
Not In Good Order (NIGO) HO The home office received the request, but deemed it not in good order. Additional information must be provided by the client in order to process it.
Pending HO Approval The home office received the request, but it is not yet approved.
Top

Closed Statuses

Status Description
Cancelled Service Request was deleted before being processed.
Rejected/Unable to Process Fidelity received the Service Request, but either was unable to process it or rejected it.
Resolved Service Request was completed and is considered closed.
 
NOTE: The following statuses only apply to a limited number of users.
Rejected HO The Service Request was rejected by the home office.
Resolved HO The Service Request was completed by the home office and is considered closed

887998.1.0

Top