Introduction

Support requests can now be submitted and tracked in a central location. This will provide all LoanPro users with better visibility into requests they've submitted and the fulfillment of those requests. This article will go over request submission and tracking of requests as they are fulfilled.

Submit a Request

To submit a request, log in to LMS. Open the tenant for which you will submit the support request. Click the question mark icon at the top right of any screen within the tenant.

Now click the “Open Ticket” button.

Now click the “Create a Support Ticket” link.

Finally, fill out the request form.

 Priority Level Definitions

When filling out the support request form, you will be asked to assign a priority level. Please prioritize your request correctly. Note that LoanPro will review the priority level you assigned, and may reassign the priority of the request if necessary. Here are the definitions of the priority options:

General Guidance - Any non-urgent request for “how-to” assistance or enhancements.

System Impaired - System speed or function is degraded, but usability is only moderately affected, or the effects are not widespread.

Business Critical - System functionality is degraded to the point that there is significant impairment to the ability to continue lending operations.

System Outage - The system is not accessible or is otherwise inoperable.

Track Support Requests

Tickets will move through the following statuses:

• Open Statuses
  • Awaiting Pickup - The ticket has yet to be assigned to a support agent
  • In Progress - The ticket has been assigned and is actively being reviewed
  • Awaiting Client Response - More information has been requested for the ticket, but has not yet been received
  • Open Task - The ticket requires additional review and has been assigned as an internal task
• Closed
  • Completed - The task has been completed and the ticket is closed

You can view tickets at any time to track ticket status.

To track ticket progress, follow the first two steps to create a ticket: click the question mark icon at the top right of any page inside your account, then click the “Create Ticket” button.

This will show a view of all your submitted tickets. The main view shows status, submission date, and last activity. For more information or to provide more information for a ticket, click the “Subject” of any ticket.

To add any information to the ticket, click in the “Write a response…” area, or click “Attach a file” to upload screenshots or relevant files.