Communication Log States and Statuses

Communication Log items are assigned to a responsible party, which is always FinThrive when the item is opened, and a state and status that helps track progress through resolution. The state and status are linked to the responsible party and is updated by them as progress is made. The state and status appear on the Communication Log Worklist.

The Communication Log is intended for use between clients and FinThrive representatives. Since most items are initiated by you for communication with FinThrive, each item follows a specific path consisting of various stages.

When you open an item it is sent directly to your account representative for review. The initial status is “Assignment Pending.” The account representative is responsible for:

• Re-assigning the issue to another person or department if necessary
• Ensuring that issues are resolved in a timely manner
• Moving the status of the issue when ready

Once a FinThrive representative or department accepts responsibility for the issue, the updated status is “In Process.” When FinThrive has determined a resolution, the FinThrive user updates the status to “Awaiting Confirmation” and changes the responsible party back to you for review of the proposed resolution, with a flag indicating such. You can then review the proposal and update the status to “Closed with Resolution” or “Reject.” Once an item is closed, no one can make changes without re-opening it.

The following table explains the state and status codes that apply to items in the Communication Log.

State – Status	Description
Open – Assignment Pending	Item was submitted to the Communication Log but is not yet assigned to an individual
Open – In Process	Open item was assigned to an individual who is currently working to address the item
Open – Awaiting Reprice	Open item was assigned to an individual who determined that an account(s) must be repriced to address the item, and the reprice is not finished
Open – Reprice Approved	Open item was repriced, and the reprice was approved
Open – Awaiting Confirmation	Open item was addressed and is waiting for another individual to confirm the changes
Open – Rejected	Open item was addressed but changes are were approved by the assigned individual
On Hold – Need More Information	Progress on an open item was stopped and is pending further information needed to address it
On Hold – Awaiting Recurrence	Progress on resolving an open item was stopped because FinThrive cannot reproduce the problem, and the closure is pending recurrence
Closed – With Resolution	Item is resolved and closed
Closed – No Action Required	Item is resolved and closed with no action necessary
Closed – Unable to Duplicate	Item is closed because FinThrive has tried but cannot reproduce the item
Closed – Similar Item Exists	Item is closed because a similar item exists within the same facility