IssueTrak Quick Start! 1. All LSE Finance Staff have advised that all Accounts Payable Issues must be routed via IssueTrak 2. To Submit any Accounts Payable Query, please login to the IssueTrak Portal by copying the following URL into your browser address field: https://lsefindiv.issuetrak.com/login.asp 3. You will be promted for your User ID and Password:- To setup an account on IssueTrak email Lse.Finance.Payments@lse.ac.uk you will then receive an automatied email which contains login details, once you have your login details you can then go into the portal to submit and view your issues. Once logged in you will be presented with My Issues landing page as below. This will provide you with a summary of Open Issues with drill down capability to interrogate status and post follow up notes. 1 P a g e
4. The Landing Page consists of 3 areas a. The Toolbar b. The Menu Banner c. The Body 5. a. The Toolbar (Top right of the screen) Issue # Print Review Help button - can be used for instructions in the IssueTrak Create Safe URL in the event that you need to share the current URL, this version prevents hackers, Issue # to search. To Search for a specific issue number, enter the issue number in the Issue # box and click b. The Menu Banner Dashboard Graphic display of Open Issues Dashboard Settings See for help in setting up Dashboard (if required) My Issue body of landing page, see below. My Settings changes user settings address etc. Change Password Submit Issue - essential user option see below Search Issues Search option for both open & closed issues Lookup Issue # - If you know the issue number Calendar not in use Knowledge Base guidance hits & tips (Not yet populated for A/P) Projects Not in use Reports List of standard and bespoked reports (Access to own Dept. issues only) LSE Telephone Dir- Not in use 2 P a g e
5c. The Body Displays number of open issues, As Submitter, or Assigned the Next Action for an Issue (As Task is Not in Use) Drilldown to the Issues by clicking on the number Click to display Shared Reports created by others. Will display any Reports created by you using Report Writer (see ) 6. How to Submit an Issue a. Click on Submit Issue in the Menu Banner 3 P a g e
b. Select Quick Pick to ensure that your issue is assigned to the appropriate AP Agent. The Options are: i. A010: UK Payment Query? (includes guidance and training) ii. A020: Foreign Payment Query? (includes guidance and training) iii. A030: Staff Expense Query? (includes guidance and training) iv. A040: Supplier Set-up Query? ( 10 working days after input to AP Team ) c. Enter Subject heading, followed by Full Description of query, using the template as a guide 4 P a g e
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d. See illustration below:- 1. Complete Subject heading and Full Description of Issue 3. Once Complete, click Submit Issue 2. Check box to upload Attachments Leave Blank! e. After Submitting Issue, you will be taken back to My Issue screen Green bar confirms Issue Number. Also Submitter will also receive a notification email which can be used to follow the Issue. Click on number to revisit Issue to add follow notes and establish status. (See below) 6 P a g e
f. Clicking on the number in My Issue will display the Report below including Issue Status. See Sub-Status list and their meaning in paragraph 7 below. g. Clicking on the number in Subject will display the following screen :- Select to email Issue to other interested parties (e.g. supplier or other contacts) 7 P a g e
7. Sub-Status of Issues and its meaning Sub-Status Pending Agent Review In Progress Awaiting Approval Awaiting Signatory Awaiting Bank Response Awaiting Supplier Response Awaiting Cashier s Response Awaiting Management Response Awaiting for Submitter s response (Soft Close) Further Analysis Resolved Re-Opened with Note Re-Opened by Agent Meaning Issue submitted, no action taken Agent has selected issue for review Review in progress Awaiting approval by Budgetholder Awaiting Finance Director signatory for payment run Awaiting Bank response usually for a payment trace. [SLA Note: Because this is deemed outside of the control of the AP Team, SLA clock will be paused to reflect non-sla time] AP Team should continue to chase the Bank every 2-3 days. Awaiting response from supplier, usually to confirm receipt of payment [SLA clock will be paused] Awaiting Cashier s response to query (checking bank statement etc.) Applied when SLA time taken to respond to a query has been breached. [ Issue is Escalated to Senior Management if not addressed in 12 working day] Usually after query has been addressed, and there is a request to close the issue [SLA clock will be paused] To agree close, Submitter responds with #close# in the body of the email Usually after submitter requests further work to be done on the same issue Issue resolved to the satisfaction of the Submitter or after Substatus has been Awaiting Submitter s Response for more than 3 days. [SLA clock will be stopped] Submitter can automatically re-open an issue by sending a follow up email or adds a note via the portal. Agent re-opens the Issue by manually changing the Status. 8 P a g e
8. Accounts Payable Team Service Level Agreement (SLA) Action Set up of new suppliers (vendors) Time Frame Within 10 working days. Please use new Suppliers Setup Template. Overseas Supplier detail amendments: Please use Suppliers Setup Template. CMG is our current foreign payments provider. Note that it takes 48hours for any changes to suppliers details to be effective to the CMG system. Register on Aptos all transactions Within 3 working days of invoice (authorised payment) First Response to IssueTrak Queries Return all email messages Resolve Queries or Issues submitted on IssueTrak Escalation Rules Within 1 working day ( Automated Response indicates that query has been assigned to an agent ) Within 2 clear working days or day after return if addressee absent All queries are to be directed to the query tracking system portal Within 5 working days [Excluding waiting time outside the control of the AP Team] Unresolved queries over 5 working days old will escalate to Head of AP for further action. Unresolved queries over 12 working days old will escalate to Head of Financial Operations. Unresolved queries over 30 working days old will escalate to the Finance Director 9. Closing Issues After AP Agent has addressed your query, they will add note in the email requesting closure of the Issue, and they will change the Sub-Status to Awaiting Submitter s Response. a. If you require further investigation, respond to the email accordingly.this will automatically change the Sub-Status to Further Analysis b. If you wish to close the issue, simply respond to email with #close#. c. If you wish to re-open an issue, simply respond to the same email trail requesting further action (or add a note via the portal). This will change the Sub-Status to Re-open by with Note. 9 P a g e
d. If you wish to search for your closed issues, run the following report:- Select from the Menu Banner: Reports > Report Writer > Queries> Closed Issues List. Click on Run button to see the report below:- 10. To exit IssueTrak Portal click on Log off in the Toolbar, top right of the screen. 10 P a g e