Service Requests Training Module

PNC Treasury Management

PINACLE®

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Last updated September 2012

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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.

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