The Issue Resolution Process

The issue resolution process advances as follows:

  • If there is a possible issue with a contract, a contract analyst reviews the issue with the team lead, and if the team determines the issue is real, the analyst logs the issue, types a comment and leaves the responsible party blank.
    • The person who opens the issue is the author.
    • Daily, the senior analysts or designees review issues for their assigned facilities and look for issues that have a blank responsible party entry or 001 as the responsible party.
    • Senior analysts are committed to reviewing issues for their facilities and re-assigning them within 24 hours.
    • For issues with a blank responsible party, if there is a known resolution that can be applied, the senior analyst enters a comment and changes the responsible party to the user ID of the person at FinThrive who must apply the resolution in the system (usually the author). Otherwise, he/she changes the responsible organization to “client” (customer) and types the user ID (if known) of the customer contact as the responsible party.
    • For issues that have 002 as the responsible party, the customer has resolved the issue and set FinThrive as the responsible organization. As soon as the senior analyst confirms that the issue is resolved, he/she assigns the issue to the FinThrive responsible party (usually the author). The issue remains open until the responsible party enters the resolution in the system.
  • Customers review issues in Contract Manager and enter comments as they address and resolve issues (or approve the customer/client profile or audit).
    • Customers are committed to resolving issues within 3 to 5 days.
    • As soon as an issue is resolved, the customer enters a comment and sets FinThrive as the responsible organization, which changes the responsible party to 002.
  • Daily, all FinThrive personnel who can be responsible for entering issue resolutions in the system look for issues that have their user ID as the responsible party.
    • The FinThrive responsible party is committed to applying the resolution in the system and adding a comment about the resolution within 24 hours of becoming the responsible party.
    • The responsible party enters the resolution, reviews the Contract Profile, verifies its success by running the Audit Report, types a comment about the resolution, closes the issue in Contract Manager and changes the implementation status from “Client Issue” (customer issue) to “Complete.”

The contract is now ready for the next implementation stage.