Manage Support Info

Use the steps to add or modify support teams and support team members. Start at step 4 if you want to work only with support team members.

1. Select Manage Support Info from the Administration menu.
   
   

   

   
   
2. If you have access to more than one financial institution, select a financial institution (FI), and then click Go.
   The following screen appears where you can choose to configure support teams and support team members.
   

   

   
   
3. Click Support Teams to create or modify a support team.
   The following screen appears showing a list of the existing support teams for the selected institution.
   

   

   
   

   Tip: Select Export to Excel or Export to CSV to export the data in the grid.

   Option	Description
   To create a support team:	Select Create Team. Fill out the following fields: Name This field contains the name of the support team. Region This field contains the time zone region in which the support team is located. Locale This field contains the location of the support team. Workday Begins/Ends These fields contain the time that the workday begins and ends for the support team in hh:mm format. Default Notification Addresses - E-Mail/Pager E-Mail These fields contain the email and pager email addresses where notifications should be sent. Select Test to send a test email to the entered address. Event Escalation - Number of Retries/Time Between Retries These fields contain the number of retries that it took for the email notifications to be sent to the entered email address and the time between retries in hh:mm format. Select Save to save the new support team or Cancel to cancel the creation of the new support team. A confirmation window appears where you must select Yes to confirm your choice or No to be redirected back to the Create Team screen with the previously entered details.
   To modify a support team:	Select a team by clicking the button next to the desired team. Select Modify Team. Modify the team information as desired. Select Save. Select Yes to save your changes. Tip: Confirmation screens appear within the Modify function in the same manner as they do when creating a support team.

4. Click Support Team Members to create or modify support team members.
   The following screen appears showing a list of the existing support team members for the selected institution.
   

   

   
   

   Tip: Select Export to Excel or Export to CSV to export the data in the grid.

   Option	Description
   To create a support team member:	Select Create Member. Fill out the following fields: Name This field contains the name of the support team member. Team This field contains the time zone region in which the support team member is located. Locale This field contains the location of the support team member. Enabled Select this box if the team member is active. On-Duty Schedule Select the days of the week that the team member is on-duty. Workday Begins/Ends These fields contain the time that the workday begins and ends for the support team member in hh:mm format. Notification Addresses - E-Mail/Pager E-Mail These fields contain the email and pager email addresses where notifications should be sent. Select Test to send a test email to the entered address. If Member Is Unavailable - Stand-In Member This field contains the stand-in member that is to be contacted if the selected team member is unavailable. Select Save to save the new support team member or Cancel to cancel the creation of the new support team member. A confirmation window appears where you must select Yes to confirm your choice or No to be redirected back to the Create Member screen with the previously entered details.
   To modify a support team member:	Select a team by clicking the button next to the desired team member. Select Modify Member. Modify the team member information as desired. Select Save. Select Yes to save your changes. Tip: Confirmation screens appear within the Modify function in the same manner as they do when creating a support team member.