Section

Reviewer

Page

Date

Original Comment

Last Reply Author

Last Reply Date

Remediated

Last Reply Text

Section Section 2 GETTING STARTED

Jenks, Amy M

10

5/27/2025 12:42

Clarification: Isn’t this supposed to reference 2-3?

Caleb Mims

6/9/2025 15:25

1

Remediated with Amy  - 6/9

Section Section 2 GETTING STARTED

Jenks, Amy M

11

5/27/2025 12:44

Clarification: This appears to be a duplicate. There isn’t an ‘e’ in 2-4.

Caleb Mims

6/9/2025 15:26

1

Remediated with Amy  - 6/9

Section Section 2 GETTING STARTED

Jenks, Amy M

15

5/27/2025 13:08

Clarification: Shouldn’t this start at 1?

Caleb Mims

6/9/2025 15:26

1

Remediated with Amy  - 6/9

Section Section 2 GETTING STARTED

Jenks, Amy M

16

5/27/2025 13:09

Clarification: Shouldn’t this start back at 1?

Caleb Mims

6/9/2025 15:27

1

Remediated with Amy  - 6/9

Section Section 2 GETTING STARTED

Jenks, Amy M

18

5/27/2025 13:18

Deliverable Reviewers self-classify their comments (Add type, listed below, as first word in comment, in both comment tracker and Word documents): Critical: The resolution of these comments, including clarifications, is essential and must be completed to approve deliverable. Discussion with the vendor is likely required to resolve. Required: (Documentation/corrections/formats) The resolution of these comments, including clarifications, is important and necessary to approve the deliverable. Conditional approval to move forward - project tasks dependent upon the approval on this artifact can commence. This artifact will be eligible for payment upon final approval. Suggestion: The resolution of these comments is not necessary for the approval of the deliverable. Clarification: The resolution of this comment is dependent on discussion between Deliverable Reviewer and vendor. Vendor to reach out to the Deliverable Reviewer to discuss further PRIOR to remediation and resubmission. Vendor to update comment(s) with discussion notes.

Caleb Mims

6/9/2025 15:28

0

N/A

Section Section 2 GETTING STARTED

Jenks, Amy M

18

5/27/2025 13:26

Clarification: Does this include populating the First and Last Name fields, which are both required. Please spell out the fields that constitute ‘general information’.

Caleb Mims

6/9/2025 15:29

1

Remediated with Amy  - 6/9

Section Section 2 GETTING STARTED

Jenks, Amy M

19

5/27/2025 13:48

Clarification: Why does the screen for 2-15 look different from the 2-16? In 2-15 there are 2 buttons (Create a New Ticket and Search for Existing Ticket), but in 2-16 there are 3 buttons?? In 2-15 it is labeled Ticket Category, just as the step says, but in 2-16 it is labeled Module/Application. Why are they showing different labels? Please make sure we are using the correct screenshots, and they are consistent, not different.

Caleb Mims

6/9/2025 15:30

1

Remediated with Amy  - 6/9

Section Section 2 GETTING STARTED

Jenks, Amy M

19

5/27/2025 13:32

Clarification: Aren’t the Ticket Type values driven based on the Ticket Category selected? If so, please include that type of detail here.

Caleb Mims

6/9/2025 15:33

1

Remediated with Amy  - 6/9

Section Section 2 GETTING STARTED

Jenks, Amy M

19

5/27/2025 13:34

Clarification: What type of ‘notification’ is this referring to? Please add that detail so it is clear if this is an email, or a desktop notification that the Leads and Supervisors see when they log in, etc.

Caleb Mims

6/9/2025 15:33

1

Remediated with Amy  - 6/9

Section Section 2 GETTING STARTED

Jenks, Amy M

20

5/27/2025 13:53

Required: Please add an Exhibit that shows an email message in the Genesys Interactions window.

Alisha Linton

6/13/2025 9:24

1

We are unable to provide an exhibit that shows an e-mail interaction because this requires a user to send in an e-mail request. We cannot run test ticket to duplicate the e-mail interaction without creating a ticket in production.

Section Section 2 GETTING STARTED

Jenks, Amy M

21

5/27/2025 14:03

Required: These steps are 3a, 3b and 3c, but the Exhibit has a #3, but then 4a, 4b and 4c??? In addition, the #3 in the Exhibit doesn’t align with the Step #3. In the Exhibit it is boxed around the drop down. Update the steps to spell out what the drop down is and if there are any other options in it, and also update the Exhibits so they match with the steps.

Alisha Linton

6/13/2025 9:57

1

Reviewed steps for accuracy and updated numbering symbols.

Section Section 2 GETTING STARTED

Jenks, Amy M

21

5/27/2025 7:29

Required: These steps are still part of #3, but in Exhibit 2-19 it is 4d, 4e and 4f. The Exhibit needs to be updated.

Alisha Linton

6/13/2025 2:58

1

Reviewed steps for accuracy and updated number symbols.

Section Section 2 GETTING STARTED

Jenks, Amy M

21

5/27/2025 7:29

Required: What happens if they search for the customer and they don’t exist? Include the steps to be taken if they need to create a new person.

Alisha Linton

6/13/2025 3:11

1

Added exhibit image for creating a new customer.

Section Section 2 GETTING STARTED

Jenks, Amy M

24

5/27/2025 14:29

Required: These steps are still part of #3, but in Exhibit 2-19 it is 4d, 4e and 4f. The Exhibit needs to be updated.

Alisha Linton

6/13/2025 9:58

1

Reviewed steps for accuracy and updated number symbols.

Section Section 2 GETTING STARTED

Jenks, Amy M

24

5/27/2025 14:29

Required: What happens if they search for the customer and they don’t exist? Include the steps to be taken if they need to create a new person.

Alisha Linton

6/13/2025 10:11

1

Added exhibit image for creating a new customer.

Section Section 2 GETTING STARTED

Jenks, Amy M

24

5/27/2025 14:33

Clarification: When creating a ticket here, versus the ticket from a Phone Call, the Ticket Category button isn’t showing. Is that correct?

Caleb Mims

6/9/2025 15:44

1

Remediated with Amy  - 6/9

Section Section 2 GETTING STARTED

Jenks, Amy M

24

5/27/2025 14:27

Clarification: If they select Yes, does the Supervisor get an email or other type of notification? If so, please include that detail.

Caleb Mims

6/9/2025 15:46

1

Remediated with Amy  - 6/9

Section Section 2 GETTING STARTED

Jenks, Amy M

25

5/27/2025 14:18

Required: This is Step 4, but the Exhibit shows it as #5. The Exhibit needs to be updated.

Alisha Linton

6/13/2025 10:12

1

Updated numbering

Section Section 2 GETTING STARTED

Jenks, Amy M

25

5/27/2025 14:19

Required: Again, the Exhibit does not align with the numbered steps.

Alisha Linton

6/13/2025 10:13

1

Updated numbering

Section Section 2 GETTING STARTED

Jenks, Amy M

27

5/27/2025 14:24

Clarification: Add a note for Step 2 that mentions how the ‘default’ works.

Alisha Linton

6/13/2025 10:18

1

Updated to explain the default view.

Section Section 2 GETTING STARTED

Jenks, Amy M

28

5/27/2025 14:37

Clarification: Please include details that indicate how the Regarding Ticket and Owner fields pre-fill.

Alisha Linton

6/13/2025 10:21

1

Added a note about the pre-filled fields.

Section Section 2 GETTING STARTED

Jenks, Amy M

32

5/27/2025 14:52

Clarification: What other options are there in the Assign To field?

Alisha Linton

6/13/2025 10:30

1

The only two options are “Me” and “User or team”

Section Section 2 GETTING STARTED

Jenks, Amy M

32

5/27/2025 14:53

Clarification: When the ticket is assigned to a user or team, is there a notification that gets generated? Include the details regarding what occurs with each option.

Alisha Linton

6/13/2025 10:32

1

At present, there is not a notification that is sent to the Service Desk Specialist or Supervisor. There is not a notification for either the “Me” or the “User or Team” option.

Count

23

Remediated

22

95.65%

Not Remediated

1

4.35%