Note that it takes 48hours for any changes to suppliers’ details to be effective to the CMG system. Within working days of invoice Register on Aptos all transactions 3 (authorised payment) Within working day ( Automated Response to IssueTrak 1 Queries Response indicates that query has been assigned to an agent ) Return all email messages Within 2 clear working days or day after return if addressee absent All queries are to be directed to the query tracking system portal Resolve Queries or Issues Within 5 working days [Excluding submitted on IssueTrak waiting time outside the control of the AP Team] Escalation Rules 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 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 Submitter’s Response”. “Awaiting If you require further investigation, respond to the accordingly….this will automatically change the Sub-Status to Analysis” “Further If you wish to close the issue, simply respond to email with “#close#”. 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 by with Note”. “Re-open If you wish to search for your closed issues , run the following report:- Select from the Menu Banner: Reports > Report Writer > Queries> Issues List”. “Closed Click on Run button to see the report below:-
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) Response to IssueTrak Queries Within 1 working day ( Automated Response indicates that query has been assigned to an agent ) Return all email messages Within 2 clear working days or day after return if addressee absent All queries are to be directed to the query tracking system portal Resolve Queries or Issues submitted on IssueTrak Within 5 working days [Excluding waiting time outside the control of the AP Team] Escalation Rules 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 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”. If you require further investigation, respond to the accordingly….this will automatically change the Sub-Status to “Further Analysis” If you wish to close the issue, simply respond to email with “#close#”. 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”. 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:-
IssueTrak-User-Guide-Jul-17.docx