When you select my work from the main functionality menu, the JU7AB Work Management List screen will be displayed.
The JU7AB Work Management screen consists of two panes. The pane on the left displays the basic details of the SR. The pane on the right displays further details of the SR. The pane on the right will initially be blank until a SR is selected in the pane on the left.
When a SR is selected in the pane on the left, the complete details for the SR are displayed in the pane on the right.
Left pane
The following details are displayed in the pane on the left.
|
W |
Within SLA.
The service request is still within the SLA defined and has not yet exceeded it. |
|
O |
Outside SLA.
The service request is outside of the SLA defined. |
|
E |
Exceeds SLA
The service request has exceeded the SLA defined or has been escalated. |
|
SR Number |
The unique number identifying a service request. |
|
Fund Code |
The code identifying a fund. |
|
Ref Number |
The number identifying a member of a scheme. |
|
Process Name |
The name of the business process to which a service request relates. E.g. EXIT / WITHDRAWAL, CONTRIBUTIONS, MEMBERDETAILS etc. |
|
Activity Name |
The name of the activity for the process. |
Right pane
When a SR is selected in the left pane, the right pane is populated with the details.
Note:
The right pane displays fields for all processes. Not all fields in the right pane will have a value for display, as certain fields are particular to a specific process.
The following details are displayed in the pane on the right.
|
Timestamp |
The system generated time that the record was created. |
|
Start Date |
The date from which this service request commences. |
|
SR Number |
The unique number identifying a service request. |
|
Serial Number |
Allocated by the system. |
|
Process Name |
The name of the business process to which a service request relates. E.g. EXIT / WITHDRAWAL, CONTRIBUTIONS, MEMBERDETAILS etc. |
|
Activity Name |
The name of a specific step in a process, e.g.
For Exit / Withdrawals INITIATE EXIT-INITIATE etc.
For Contributions REC MEMBER DATA-INITIATE etc. |
|
Fund Code |
The code identifying a fund. |
|
Reference Number |
The number identifying a member of a scheme. |
|
Surname |
The last name of a person. |
|
Initials |
The initials for a person. |
|
External Reference |
The Sybrin Reference Number.
Note: Sybrin is a Workflow System. The Sybrin number must be recorded on the system if the workflow item on Sybrin requires an action on the system. |
|
Pay centre |
The pay centre to which a member belongs. |
|
Paycentre Name |
The name of the pay centre. |
|
Portfolio Code |
The code of the portfolio linked to the scheme selected. |
|
Portfolio Name |
The name of the portfolio linked to the scheme selected. |
|
Activity Status |
The current status of the activity. One of the following values may be displayed: OPEN PEND COMPLETED CANCELLED |
|
Email Subject |
The text in the Subject line of an e-mail. |
|
Email From |
The From name on an e-mail. |
|
Email Sent |
The time at which an e-mail was sent. |
|
Team |
The name of the team to which the user who created the service request belongs. |
|
Allocated User ID |
The user ID of the user to whom this service request has been allocated. |
|
Classification |
The classification selected for the control of Service Requests still to be processed. One of the following values may be displayed: DECLINE 5 KEN INDEXED NOT INDEXED MISSING INFORMATION UNPEND
For more information, refer to the Indexed and Not Indexed sections below in this document.
For more information on Unpend and Missing Information, refer to Pend Unpend Service Requests. |
|
Due Date |
The due date of the contribution cycle. |
|
Schedule Amount |
The amount on the Schedule. |
|
Schedule Employees |
The number of memberships in the contribution schedule. |
|
Payroll Updated |
Indicates whether or not contributions have been balanced to the Schedule received. |
|
Request Number |
The Benefit Request Number used in the Claims Process. |
|
Request Status |
The status of a Claim. E.g. CLIENT INPUT, CLIENT AUTH. |
|
Request Initiated |
The date on which the SR was initiated. |
The following functionality is provided on the JU7AB Work Management List screen:
This facility allows a search to be made for service requests.
The service requests displayed on the JU7AB Work Management List screen are displayed in ascending order (oldest work at the top). To display the data in descending order (newest work at the top), click the Descending radio button. To re-display the data in ascending order, click the Ascending radio button.
To filter the service requests displayed on the JU7AB Work Management List screen, click SEARCH. The JU7AB Filter screen will be displayed.
Descriptions of the filter input fields appear below:
|
Service Request Number |
The number uniquely identifying a work request. |
|
Scheme Code |
The code identifying the scheme to which a member belongs.
Note: The capture of a Scheme Code is mandatory. |
|
Reference Number |
The number identifying a member of a scheme. |
|
External Reference |
The Sybrin Reference Number.
Note: Sybrin is a Workflow System. The Sybrin number must be recorded on the system if the workflow item on Sybrin requires an action on the system. |
|
Pay Centre |
The name of the pay centre for which a service request has been created. |
|
Process Name |
The name of the business process to which this service request relates.
Select a value from the drop-down box. |
|
Activity Name |
The name of the activity for the business process to which this service request relates.
Select an Activity from the drop-down list.
Note: The values displayed for selection depend on the Process Name selected. |
|
Activity Status |
The current status of an activity. One of the following values may be selected: CANCELLED COMPLETED OPEN PEND |
|
Allocated User ID |
The user ID of the user to whom a service request has been allocated. |
|
Allocation Status |
The current status of a service request already allocated.
One of the following values may be selected: ALL ALLOCATED |
|
User ID |
The user ID of the user who created the service request. |
|
Team |
The name of the team to which the user who created the service request belongs.
Select a value from the drop-down box. |
|
Service Level Agreement |
Select either SLA PRE-WARNING or SLA EXCEEDED from the drop-down list. |
|
Indexed |
Service requests for which all of the required fields have been captured (INDEXED), or for which certain mandatory fields have not been captured (UNINDEXED).
One of the following values may be selected: ALL INDEXED |
|
Email Sender |
The name of the sender of an e-mail for which a service request was created. For more details refer to E-mail Searches below. |
|
Email Subject |
The text in the Subject line of an e-mail for which a service request was created. For more details refer to E-mail Searches below. |
|
Start Date |
The date from which this service request commenced. |
|
Email Address |
The e-mail address of the User to which the results of this search must be sent. (EXPORT will not be enabled for selection until an e-mail address has been captured). |
Note:
You can filter by specifying a single field or by specifying any combination of fields.
Once the necessary fields have been specified, click OK.
The JU7AB Work Management List screen will display all service requests matching the fields captured. If no service requests match the fields, no entries will be displayed.
Export
If an address has been captured in the Email Address field, click EXPORT to export the search results as an XLS attachment to the e-mail address specified.
The following message will be displayed on the screen:
Export started to email address: (email address captured)
An e-mail with an XLS attachment will be received.
If the size of the search results exceeds to Batch Parameter set for the Export Zip size, the following e-mail will be received:
The extract completed and was saved for download.
Please download the file via the website.
To download the file, navigate as follows:
Reports > (select any scheme) > General > Download Exports.
The Export XL Spreadsheet
The following columns are displayed:
Date Added
Service Request Number
Serial Number
Process Name
Activity Name
Scheme
Member Reference
Surname
Initials
Pay Centre
Activity Status
Email Subject
Email From
Email Sent
Team
Allocated User
User ID
Classification
Due Date
Schedule Amount
Schedule Employees
Payroll Updated
Date Last Modified
Request Number
Date Request Initiated
Request Status
Benefit Event
Pend Reason
Days over SLA
Date of Exit
Source Mailbox
Main Umbrella Schemes
If the Scheme Code captured on the JU7AB Filter screen, which is opened when SEARCH on the JU7AB Work Management List screen is selected, is a Main Umbrella Scheme, the system will find all of the Service Requests for the Sub-Umbrella Schemes linked to the Main Scheme captured and matching all of the other criteria.
When EXPORT is selected, the system will extract the data for all of the Sub-Umbrella Schemes in the same sequence as for when the Sub-Umbrella Scheme code is captured. The file can then be sorted in whichever way the user wishes.
You can search on a word or phrase for either or both the E-mail Subject and the E-mail Sender. If you specify a phrase in the search, the words that are searched for must be in the correct order. If you want to search for keywords that appear in a phrase the words must be separated by a %.
Example:
E-mail Subject: CLAIM FORM FOR PROCESSING WITHDRAWAL
E-mail Sender: MALCOLM MCDONALD <[email protected]
If you search E-mail Subject with EXIT%MEMBER, the service requests will be returned as both words appear in the phrase.
If you search E-mail Subject with EXIT%FOR%MEMBER, the service requests will be returned as the search can be applied to several words in the phrase.
If you search E-mail Subject with MEMBER%EXIT, the service requests will not be returned as the words are not in the correct order.
Click VIEW USER to display a list of service requests allocated to you. The JU7AB Work Management List will be displayed.
You can now select a service request and process using the sub-menu on the left.
Note:
When you log on to My Work, the Work Management List will default to the work items allocated to you.
Click UNALLOCATED to view all service requests that have not yet been allocated to a user.
The JU7AB Work Management List screen will be displayed.
Click VIEW ALL to view all service requests allocated to all users.
The JU7AB Work Management List will be displayed.
Click NOT INDEXED to view all service requests where either scheme code / reference number or the scheme code / pay centre have not been captured on the JU7AB Create/Update New Service Request screen. These SR cases will be displayed on the JU7AB Work Management List screen with a Classification of NOT INDEXED.
The missing details must be captured before the SR can be processed.
Click INDEXED to view all service requests for which all of the required fields have been captured. These SR cases will be displayed on the JU7AB Work Management List screen with a Classification of INDEXED.
These SR’s can be processed.
When processing between My Work and the rest of the system takes place, there is often a delay in updating My Work due to synchronisation. It is therefore always advisable to click REFRESH to ensure that the service request is updated. A message may be displayed, but this will not always be the case.
The following message may be displayed:
This Work Item cannot be auctioned due to a delay in the synchronisation, please refresh your Work List and retry: Current status = COMPLETED, should be INITIATED – Service Request INPnnnnnnnnnnnnnnnn
Click OK to remove the message. Click REFRESH.
A Service Level Agreement (SLA) is a service contract agreed with a Client in order to provide a minimum level of service. In this case the SLA defines the length of time allowed for the completion of the processing of a service request, e.g. a benefit payment may have an SLA of 5 days defined.
The SLA indicators are displayed in the first three columns of the JU7AB Work Management List screen
|
W |
Within SLA.
The service request is still within the SLA defined and has not yet exceeded it. |
|
O |
Outside SLA.
The service request is outside of the SLA defined. |
|
E |
Exceeds SLA.
The service request has exceeded the SLA defined or has been escalated. |
The SLA structure must be associated to the scheme on the JU1FH Service Level Agreement Maintain screen. The SLA structure is set up on the system under Infrastructure. For more information refer to
Infrastructure
Process Structure
SLA Structure Setup
The REPORTS selected from the main functionality menu makes a number of management information reports available for monitoring the SLA.
The Claim (SR) SLA Analysis menu selection provides a set of reports specifically for the monitoring of the SLA for claims.
For more information, refer to
System Reports
MI Reports
Claim (SR) SLA Analysis