Description

This solution outlines the new sector request form and the automatic workflow behind it.

 

Process

Completing the Service Request

When a new sector is required to be added to COINS, the customer needs to complete the service request form on FreshService

This can be found on the IT Self Service Portal


Service Catalogue > Vistry Core Applications > COINS New Sector Request

https://servicedesk.vistry.co.uk/support/catalog/items/144

Confirming VAT & CIS Details

The information relating to the company name etc will be sent to Tax Team so that the VAT & CIS information can be confirmed. These details are emailed to [email protected]; the email will look like the below.

Tax will need to confirm the VAT & CIS details by copy and pasting the red text into the confirmation email.

Verifying Bank Details – completed WITH Bank Details

The information relating to Bank Details has a slightly different automation. If the customer selects “Yes” then the Bank Details will be emailed over to [email protected] for the details to be verified by the Treasury Team. The email will look like the below.

For these details to be verified the Treasury Team will need to reply confirming whether the details are correct.

Confirming Bank Details – completed WITHOUT Bank Details

If the customer doesn’t have the Bank Details, the below email will be sent to [email protected] requesting the Bank Details to be provided.

Treasury will need to confirm the Bank Details by copy and pasting the red text into the confirmation email.

Ticket Properties

When the ticket is created in Freshservice the following will also happen:

  • Status set to Open
  • Group set to COINS Support
  • Category set to Cloud Systems
  • Sub-Category set to COINS
  • Item set to New Sector Request
  • Tag added "COINS New Sector Request"

Processing the New Sector Request

Once all the information or verification has been provided to COINS Support, they can then process the request.

When the request has been completed, an email is sent to confirming the information:

  • Financial Reporting Manager – Dilpreet Hayer
  • Finance Systems Change Lead – Alex Pember
  • F, P & A Systems Accountant – Carol Knight
  • [email protected]

FAO COINS Support – Canned Response is called COINS - New GLs added for New Sector

 

Notes

Actions will be noted on the ticket so that the customer can view it's progress.