Reporting Indexing Errors in the ECM

REPORTING INDEXING ERRORS

If a document is mis-indexed, the document indices must be fixed to ensure the correct tasks are created. If the document is a bad scan, the document must located and rescanned. These issues cannot be fixed locally. Report these issues by submitting a ticket.

Use the instructions below to report indexing errors such as multiple customer packets scanned together, unsigned applications or documents that are screened/indexed to the wrong DCN.

Submit a ticket as soon as you realize you made an error, or as soon as you find an error.

TO REPORT ERRORS FOUND IN THE DOCUMENT INDEXING FOLDER

To report errors found in the Document Indexing folder:

    1. Enter ‘88888888’ in the Customer DCN field.
    2. Enter the word ‘delete’ in the Customer Last Name and First Name field.
    3. Complete the mandatory sections based on the CSG Coversheet.
      1. ALWAYS check the ‘Send to File Room only; no task needed:’ box.
    4. Select Complete
    5. Submit a ticket by opening the ECM Problem Reporting Tool.
    6. Describe the misindexed/bad scan document in the Brief Description field. NOTE: Tasks which should not be in the ECM should be referred to a supervisor to take immediate action. Once it is verified that the hearing request, spend down charges, etc have made it where they need to go, the ECM task can be completed and removed. The supervisor should enter the ECM ticket in the reporting tool to have the document deleted from the VRF after all of these steps are followed.
    7. Select your office from the FSD Offices drop down menu.
    8. Select FSD Worksite/ECM (IBM Content Navigator) from the System drop down menu.
    9. Select ‘Misindexed/Misfiled Item (ECM)’ or ‘Bad Scan to remove (ECM)’ from the Problem Category drop down menu.
    10. Use the Comments box to enter any information about the document, including where it was found, tasks generated and how it should have been indexed.
    11. Once reviewed, the error will be corrected and the person who reported the error will be informed of the outcome.

TO REPORT ERRORS FOUND IN THE VO PENDING SEARCH/MY ASSIGNMENTS/TASK FOCUS OR MAGI QUEUE/MY MAGI ASSIGNMENTS QUEUE

    1. Update the document’s Properties tab.
    2. Replace the DCN portion of the Customer Name field entry with ‘88888888’. NOTE: this field appears to be grayed-out, but can be updated by double-click.
    3. Select Save.
    4. Submit a ticket by opening the ECM Problem Reporting Tool
    5. Describe the misindexed/bad scan document in the Brief Description field. NOTE: Tasks which should not be in the ECM should be referred to a supervisor to take immediate action. Once it is verified that the hearing request, spend down charges, etc have made it where they need to go, the ECM task can be completed and removed. The supervisor should enter the ECM ticket in the reporting tool to have the document deleted from the VRF after all of these steps are followed.
    6. Select your office from the FSD Offices drop down menu.
    7. Select ‘FSD Worksite/ECM (IBM Content Navigator)’from the System drop down menu.
    8. Select ‘Misindexed/Misfiled Item (ECM)’ or ‘Bad Scan to remove (ECM)’ from the Problem Category drop down menu.
    9. Use the Comments box to enter any information about the document, including where it was found, tasks generated and how it should have been indexed.
    10. Once reviewed, the error will be corrected and the person who reported the error will be informed of the outcome.