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self-service support
4.3 Fulfilment
04. Hide Direct Rep Letter Request
fulfilment manager
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4.3.04. Hide Direct Rep Letter Request:
1. The import team may wish to hide an existing direct representation letter (DRL) because the current letter has expired or a new direct letter is to be uploaded.   A simple request is made by identifying the specific customer number, the current direct letter is archived.
2. Your application service is able to handle this kind of request in real-time so the import team person is able to refresh the customer page and upload a new direct letter a few moments later.   The original or previous direct letter is archived as part of a customer note so it can be viewed at any time.   No data can be deleted or destroyed. Any previous direct letter can be recovered at any time.
3. This request is only applicable to people who are part of the Imports team and is only applicable to the persons own branch office.   This procedure will move an existing DRL file to a customer note and clear the customer field so a new DRL may be uploaded.

2. PDF Guide:
Please click this 170118 Support DRL Removal Guide PDF size 462 KB link to popup guide.

3. Procedure:
1a. From the branch welcome page, click "Import" to open import dashboard page 3001.   From the right Extra topic, click "Direct Representative Letter Request..." to popup page 2222.
1b. or from any dashboard, click "Self-Service Support..." to popup page 2201.   From the Self-Service dashboard, click "Direct Rep Letter Request..." to popup page 2222.
2. In the top-left menu bar, click "guide..." to popup this how to do it guide.   The key points of the procedure are also replicated on the page.   A link to popup a step by step guide is provided as topic 2 PDF Guide.
3. Enter the customer number as 6 digits.
4. Click the validation button below to have the customer direct letter details verified.
5. When all validation is complete and correct, click the approval button to cause the direct letter details to be hidden and archived as a customer note.
6. Close the request, close the self-service dashboard and refresh the customer form.   A new direct letter may be uploaded.

Document Control:
2016 Sep 16 : Latest edition as (public) page 160002.     Part of common ITIL application service.