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Tracking tasks & timeframes

 

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 How do I track the progress of a task in Adviser Online?

 How do I track the progress of a transaction after I’ve submitted it in Adviser Online?

 A transaction I submitted is showing as 'Waiting' - Why?

 When will transactions submitted via Adviser Online be processed?

 How do I track the status of a transaction after client digital approval?

 I want to make some changes to a transaction that I’ve started. How do I navigate back to the transaction?

 My client doesn’t want to provide digital approval, what can I do?

 I chose digital approval, but my client didn't approve within 7 days, what can I do?


How do I track the progress of a task in Adviser Online?

You can now view the status of a task through Manage Transactions, where there will be 3 tabs:

  • Incomplete
  • Digital Approval
  • Submitted
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How do I track the progress of a transaction after I’ve submitted it in Adviser Online?

There are a number of different statuses for ‘submitted’ transaction within Submitted tab of Manage Transactions. You can view the status of a 'submitted' transaction through Manage Transactions (see the explanatory table below for the definition of the icons which will appear in Manage Transactions).

Icon state  Icon AOL status  Sunsuper milestone 
State 0 Waiting  Waiting  Waiting to be initiated in the Sunsuper system. 
State 1 Transaction received  Transaction received  Initiated 
State 2   In progress In progress  In progress 
State 3   In progress QC In progress  Completed, waiting to be Quality Checked for accuracy.
State 4  In progress reprocessing  In progress  Reprocessing, Quality Check has occurred and a portion of the task needs to be re-done.
State 5  Complete  Complete  Completed  
State 6   Merge, closed, rejected, failed Merged and closed  Merged with an existing request.
State 7    Merge, closed, rejected, failed Rejected  Closed- Please call 13 11 84 if you haven’t received notification.
State 8   Merge, closed, rejected, failed Failed  Failed investment switch. The team will manually complete this automatically.


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A transaction I submitted is showing as 'Waiting' - Why?

Sometimes our team needs to move the task to a different queue to enable completion of the request. When this happens, it triggers a waiting status, as the original request has been put into a waiting status and will not be completed. If you have any questions about this request, and can't see it being completed via your client's profile in Adviser Online, please call us on 13 11 84, or email registered_adviser@sunsuper.com.au with the request ID and client details and ask for a status update.

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When will transactions submitted via Adviser Online be processed?

Investment choice forms will be effective from the date we receive it, if the form or digital approval is received by 3.00pm AEST on a business day. Investment choice forms received after that time will be effective from the next business day. Other transactions may take a couple of days before they are processed.

For more information on the processing of transactions, see section 'When are transactions processed?' in the Sunsuper for life guide.

Where your client requires multiple transactions to be processed in a specific order, to give your client the best experience possible, we recommend that you case manage the workflow of the individual transactions. Use “Manage transactions” in Adviser Online to help you. 

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How do I track the status of a transaction after client digital approval? 

After client approval, navigate to Manage transactions where there will be 3 tabs. Any approved requests are located under the Submitted tab

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How do I track the status of a transaction before client digital approval?

Before a client has provided digital approval, all outstanding requests can be found in the Digital Approval tab under Manage transactions.

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I want to make some changes to a transaction that I’ve started. How do I navigate back to the transaction?

Once digital approval has been selected, or the forms have been generated you are unable to make changes to the transaction. If you need to make changes, a new transaction is required.

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My client doesn’t want to provide digital approval, what can I do?

Navigate to Digital Approval and delete the incomplete request. You will then need to Start a new transaction for the member, and request Signed approval at the end.

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I chose digital approval, but my client didn’t approve within 7 days, what can I do?

Create a new transaction and choose either digital approval or a paper-based form. The original transaction cannot be re-activated.

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