Agents should use the ‘Waiting for Deal Processing’ status for all DP requests. DP will not be utilizing Slack to process Support requests. Any currently open tickets should be updated following this SOP.
Effective 11/27/2023 to 11/30/2023, if you have a ticket that is pending in the ‘Waiting for DP’ status, you must create an EBH ticket. Be sure to link your EBH ticket to the ‘Waiting for DP’ ticket.
Credit and title requests should still be submitted via Slack, (i.e. title stips, credit approval related inquiries, etc.)
Process
Add the Engine link to the job
Update the subject line of the ticket with one of the following:
Restoration – H/O name - Org
Cancellation - H/O name - Org
NCCO - H/O name - Org
Extend Credit - H/O name - Org
Milestone Extension - H/O name - Org
Other - H/O name - Org
Update the status of the ticket to ‘Waiting for Deal Processing’
This will create a linked ticket for DP to process
Once complete, DP will update the status of their ticket to ‘Resolved’
Any DP communication should be via internal comments in the Jira ticket
Do not use this SOP for Milestone approval status requests, follow the Milestone Approval Delays