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Service Requests Training Module
PNC Treasury Management
PINACLE®
This material is delivered by PNC on the condition that it be kept confidential and not be shown to, or discussed with, any third party, including any financial institution (other than on a confidential or need- to-know basis with the recipient's directors, officers, employees, counsel and other advisors, or as required by law), or used other than for the purpose of using PNC’s services, without PNC’s prior written approval.
Last updated September 2012
Proprietary & Confidential
Service Requests Accessing Service RequestsThe Service Requests feature allows you to submit changes to your company’s setup directly through PINACLE. These requests
will be sent to your PNC Treasury Management Representative. Only those operators with the Service Requests entitlement will
have the ability to access this feature. Changes will affect the entire company.
Operators with the Service Requests entitlement can access this function by clicking on Contact Us from the blue Utility Bar at
the top of the page. If you have questions regarding logging in, please refer to the Logging In training module.
To add a new Service Request, click on Add Service Request either from the Contact Us drop-down menu or within the Manage
Requests section of the Contact Us page.
Service Requests Add Service Request
The Manage Request - Add Service Request page will display the types of service changes that are available for your Operator
ID to submit. The services listed will depend on what is assigned to your Operator ID within the Service Requests entitlement.
Service Requests submitted through PINACLE will be sent to your PNC Treasury Management Client Care Representative. These
requests may increase charges to your company’s billing account.
Service Requests Add Service Request: Administration
Password Duration Service Request
To change your company’s password
duration, click on the Password
Duration link. You can select for your
passwords to change every 30 days
(default), 60 days, or 90 days. Click on
the Submit button to proceed.
A confirmation page will display.
Click on the Confirm button to
submit the request. You can also
choose to click on the Cancel or
the Back link if you do not want
to proceed.
Once you confirm the request, you will receive a message at
the top of the page stating. From this page, you have the
option to View Queue or Add Request.
Token Service Request
To add or replace tokens, click on the Token
link. If you need a new token(s), click to select
the Add radio button, enter the number of
tokens needed, and click on the Submit button.
Service Requests Add Service Request: Administration (continued)
If you need a replacement token, click
to select the Replace radio button. A
list of your company’s tokens will
display.
Click to select the checkbox(es) of the
token(s) that you wish to replace and
click on the Submit button.
Please Note: You must return the
tokens to be replaced in order to
receive the new replacement token.
Service Requests Add Service Request: Funds Transfer
Auto Approve Repetitive Service Request
To change your auto approve settings for
templates, highlight click on the Auto
Approve Repetitives option. Click to select
the Apply Auto Approve Repetitive
checkbox and enter a Maximum Amount.
With this option turned on, any wire initiated
from templates, under the maximum amount,
will automatically approve and be sent for
processing. If the wire is more than the
maximum amount, it would require another
operator to approve.
Click on the Submit button to submit the request. A confirmation message will
display indicating that your request was successfully submitted. Next, you have the
option to view the request queue or add more requests into one work order.
Wire Dollar Limit Service Request
To edit your wire limit, click on the Wire
Dollar Limit link. The Global Company Limit
is the maximum daily dollar amount for wires.
This limit applies to the entire company. If you
would like an unlimited amount, click to select
the Unlimited checkbox. Click on the Submit
button when you have finished inputting your
updates. A confirmation page will display. Click
on the Submit button to submit the request.
You will receive a confirmation message indicating that your request was
successfully submitted. Next, you have the option to view the request queue or add
more requests into one work order.
Service Requests Add Service Request: Information Reporting
Statements Service Request
Click on the Statements link. Next, click on the statement type
(ARP, CAA, DDA, or Sweep) that you wish to adjust. You can
choose to add the statement module if you do not have it
assigned to your company yet. Click to select the Add radio
button and click to select the checkbox(es) for the account(s) that
you wish to be included in your request. When assigning the
service, you also have the option to select Apply Secondary
Operator Approval. This would require another operator to
approve changes made by the Administrator within the service
(i.e. adding the service to the operator or updating accounts
assigned). Click on the Submit button.
To delete a statement service, click on the
type of statement and click to select the
Delete Service radio button. To send your
request, click on the Submit button.
To remove accounts from a service, click on the type of
statement (ARP, CAA, DDA, or Sweep). Next, click to
select the Remove Accounts radio button and click to
select the checkbox(es) of the accounts that you wish to
be removed. Finally, click on the Submit button.
Service Requests Add Service Request: Information Reporting (continued)
Once you have submitted an Add, Delete Service, or Remove
Accounts request, a confirmation page will display. Click on
the Confirm button to submit the request. You will receive a
confirmation message when your request ahs been successfully
submitted.
Next, you have the option to view the request queue or add
more requests into one work order.
Storage Retention Service Request
Click on the Storage Retention link. A list of accounts will display, based on your operator’s entitlements. For each account,
you can select from the following drop-down storage options: 1 week, 3 months, 6 months, or 1 year. Click on the Submit
button.
A confirmation page will display. Click on the Confirm button to submit the request. You will receive a confirmation message
when your request has been successfully submitted. Next, you have the option to view the request queue or add more
requests into one work order.
Service Requests Add Service Request: Information Reporting (continued)
Service Requests Submitting Multiple Requests at One Time
You have the option to either submit a request one at a time by hitting the
Submit button for each request or you can submit multiple requests into one
work order by clicking on the Add More Requests link. The Add More
Requests link is available for each request type.
To add multiple requests into the same work order, select your request type by
clicking on it from the Select Type box.
Next, make your desired selection and hit the Add More Requests link. Your request will be added to a New Requests table at
the bottom of the page. Continue to add requests as needed.
You can choose to delete requests from the table by click on the checkbox(es) under the Delete column next to each Request
Type and click on the Delete link. To edit a request, click directly on the Action link.
Click on the Submit button to send all of your requests. A confirmation page will display indicating that your request has been
successfully submitted. Click on the Confirm button to transmit the requests to your PNC Treasury Management Client Care
Representative.
Service Requests View Request Queue: Accessing the Queue
You can view the Service Request
queue at any time by clicking on
View Request Queue. Operators
must have the proper entitlements
to view the requests.
The queue will display the Work
Order Number, Submitted Date,
Request Type, Action, Status,
and the operator who submitted the
request.
You can view up to three months of
submitted requests. The most
recent request will be listed at the
top of the list. You can choose to
click on the column headings to sort
the list in ascending/descending
order.
To view the requests one at a time,
click on the Work Order number. On
the next page, you can view the
current state of the request, add a
new request, or view the queue.
Status Description
Submitted The request has been submitted and is awaiting to be assigned
to a PNC Treasury Management Client Care Representative.
Assigned The request has been assigned to a Treasury Management
Client Care Representative.
In Process The work order is being processed.
Completed The request is complete and changes are effective for the
company ID.
Pending
Deletion
A request for deletion was submitted and the request is being
evaluated.
Service Requests View Request Queue: Deleting Requests
You can choose to delete requests from this page by clicking on the checkbox(es) to the left-hand side of the request and
clicking on the Delete link at the bottom of the page. Multiple requests can be deleted at one time.
You cannot delete requests in a Completed or Pending Deletion status.
Service Requests Manage Requests: Reports
The Report section within Manage Requests allows you to pull an audit report for one or all operators within Service Requests.
Select either one operator or All operators from the drop-down menu. Next, select a date by clicking on the calendar icon. You can
view an audit report dating back up to one year.
Please note: This report will
provide only information for
the date specified, not a
range.
The Service Requests Audit Report will display. It will show the Date/Time, Operator ID, Event, and Description of the service
request. The report will first launch in a summary level. To view details for specific events, click on the Date/Time link. To
expand all event details, click on the Expand button at the top of the report. Utilize the toolbar at the top of the report to Index,
maneuver through the pages, change the View size, Search, PDF, and/or Print.
Service RequestsAdministration
System Administrators have the ability to create, edit, and delete operators. For more information
regarding the overall use of the Administration Utility, please refer to the General Administration
training module.
Service Requests
Quick Find: Administration
Manage Operators
Module & Utilities Edit Operator
Administration: Manage OperatorsOn the Modules & Utilities tab is a listing of those
modules for which you can assign to this operator.
You must have Administrator entitlements in order
to assign a module to another operator.
Click to select the checkbox under the Assign
column to assign the module or utility for the
selected operator. If you would like that operator to
be able to assign this service to others, click to
select the checkbox under the Administrator
column. Click on the Submit button at the bottom of
the page to save your changes. Clicking on the
module name will produce a pop-up window
describing what functions the operator is currently
assigned. This pop-up screen is un-editable.
Click on the Manage link to assign entitlements
related to the module.
Please Note: If Secondary Operator Approval
(2OA) is turned on for this module, clicking on the
Manage link will put your activity in the approval
queue.
Service Requests
Quick Find: Administration
Manage Operators
Manage Operators–Edit
Modules & Utilities Manage
Administration: Manage Operators (continued)
Once you have clicked on the Manage link, the Assign
Entitlements page will display. The Service Requests –
Entitlements landing page populates. You can Add, Add All,
Remove, or Remove All listed services for the operator.
These will be the services for which the operator will be able to
create service requests. Click on the checkbox labeled Audit
Report to allow the operator to view audit activity within
Service Requests. Click on the Submit. Changes will be saved
and you will be directed back to the prior page.
Once you have clicked on the Manage link, the Assign
Entitlements page will display. The Service Requests –
Entitlements landing page populates. You can Add, Add All,
Remove, or Remove All listed services for the operator.
These will be the services for which the operator will be able to
create service requests. Click on the checkbox labeled Audit
Report to allow the operator to view audit activity within
Service Requests. Click on the Submit. Changes will be saved
and you will be directed back to the prior page.
Proprietary & Confidential
©The PNC Financial Services Group, Inc. All rights reserved.PNC and PINACLE are registered marks of The PNC Financial Services Group, Inc (“PNC”).