JP Morgan Chase | Service Center – Conceptual Design
1.0 Service Center: Overview
Center
Jun 28,2011
Smith, David
Welcome
to MORCOM
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of Use
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Us | ContactService
JunJon
28,2011
Bryant,
Welcome toHome
MORCOM
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(2) | |Preferences
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of Use
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J.P.Morgan
Jump To
Portfolio
Service Center Search
Trading
Operations
OCCD
--select--
Advisor --select--
2
View
-- All --
Department
New Items
People
Enter a name or number
General
Inquiry
Service
Center
Buying Power
80
Fed Wire
Owned
Items#
Max Withdrawl
Search
Margin Call
Operations
Reg T Restriction
Delete Mo. Pymnt
Owned Items
Completed Items
Owned Items
Rejected
Items
54
65
34
!
21
!
6
2
PRINT ▼
Account
Account Nickname
Category/Sub
Remaining SLA
Status
Lorem Ipsum
OPEN
Lorem Ipsum
Lorem Ipsum
dd/mm/yyyy
OPEN
Lorem Ipsum
Lorem Ipsum
Escalated
dd/mm/yyyy
OPEN
Lorem Ipsum
Lorem Ipsum
Updated
Lorem Ipsum
- 2 hr 12 min
Pending
!
00000002652
Lorem Ipsum
Lorem Ipsum
- 3 hr 48 min
Pending
!
00000002652
Lorem Ipsum
Lorem Ipsum
22 hr 15 min
00000002652
Lorem Ipsum
Lorem Ipsum
00000002652
Lorem Ipsum
Lorem Ipsum
452
!
34
12
!
Response Status
Lorem Ipsum
Lorem Ipsum
52
Owner
Lorem Ipsum
00000002652
67
OCCD
Lorem Ipsum
!
43
6108
23
!
5
SAMPLE DOCUMENT
PROPERTY OF TRUONG PHAM
Distribution Prohibited
00000002652
Lorem Ipsum
Lorem Ipsum
dd/mm/yyyy
CLOSED
Lorem Ipsum
Lorem Ipsum
00000002652
Lorem Ipsum
Lorem Ipsum
dd/mm/yyyy
CLOSED
Lorem Ipsum
Lorem Ipsum
Updated
00000002652
Lorem Ipsum
Lorem Ipsum
- 5 hr 32 min
OPEN
Lorem Ipsum
Lorem Ipsum
Updated
00000002652
Lorem Ipsum
Lorem Ipsum
10 hr 34 min
OPEN
Lorem Ipsum
Lorem Ipsum
!
Task Detail
6108
Category
Subcategory
Transfer of Assets Receives
General Inquiry
Transfer Type
Partial ACAT
Control #
2013348377675654
Take Ownership
Status
Pending | Urgent
Sub-status
Account #
699-12345
Account Nickname
Doe, Jane
Account Type
INDIVIDUAL
Buy/Sell
BUY
Jon Smith
Security Type
Equity
Expected Completion
2-3 Bus Days
Date Initiated
17-Feb-10 07:10 AM EST
Originator
19-Feb-10
Audit Trail (3)
Internal Notes (2)
mm/dd/yy hh:mm
Jon Smith
+
Reassign
Resolved
Reject
Lorem ipsum his in labore iriure. Brute
volutpat id his, per nihil ancillae erroribus
ne. Denique pericula erroribus te vix.
Alienum omnesque pericula vis at, nec
atqui veniam deseruisse ad, prima fugit
Contact
Telephone: 1-800-555-4444 x4475
Contact: Jon Smith
(5) Attachments
COMMENT DELETED….Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam
(Buying Power.XLS)
nonummy nibh euismod tinci dunt ut laoreet dolore magna aliquam erat volutpat.
Internal
Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh euismod tinci
dunt ut laoreet dolore magna aliquam erat volutpat.
mm/dd/yy hh:mm
Mike Jones
External
Ownership reassigned to Mike Jones from Ken Davis.
Owner of document
Actions ▼
Description
mm/dd/yy hh:mm
David Bryant
mm/dd/yy hh:mm
Ken Davis
955 px
Internal
External Notes (1)
Reply
(Buying Power.XLS)
4
Updated
7
Group Management + KPI
+
Holdings
Search
3
SLA Status
354
Operations
--select--
Advanced Filter
New Items | All
5
Research & Analysis
Account/Group
3
Service Center
4
1
Reporting
5 of 41
Date:
June 28, 2011
Prepared By:
Truong Pham
Notes
1
My Client List
Page #:
Service Center Search
A persistent search module that is persistent throughout the
Service Center experience. For more details, see section 1.1.
View Filter
A Drop-down menu allowing users to filter which type of
Service Center Items to display. Drop-down options are:
All (default), Open, Urgent, Past SLA, Escalated.
Advanced Filter Button
Launches an Advanced Search window. For more details,
see section 1.1.
Department Filter
Drop-down filter module available only to Manager or Admin
users. Allows users to filter which departments/users he has
permissions to view.
Left Nav
A persistent navigational element found within the “Status” tab
of Service Center. Categories to be displayed are: New Items,
Owned Items, Completed Items, Rejected Items, Group
Management + KPI (Manager and Admin users only)
6
List Window
To work in conjunction with the Left Nav.
7
Task Detail Window
A detailed summery of the selected task.
JP Morgan Chase | Service Center – Conceptual Design
1.0.1 List Window: Overview
Application Name
Account Nickname
+
Category/Sub
Remaining SLA
6
Lorem Ipsum
- 2 hr 12 min
Submitted
00000002652
Lorem Ipsum
Lorem Ipsum
- 3 hr 48 min
Submitted
00000002652
Lorem Ipsum
Lorem Ipsum
22 hr 15 min
Submitted
00000002652
Lorem Ipsum
Lorem Ipsum
dd/mm/yyyy
Submitted
00000002652
Anderson, Kenny
Lorem Ipsum
dd/mm/yyyy
Submitted
CLOSED
CLOSED
00000002652
Lorem Ipsum
Lorem Ipsum
dd/mm/yyyy
00000002652
Lorem Ipsum
Lorem Ipsum
dd/mm/yyyy
00000002652
Lorem Ipsum
Lorem Ipsum
- 5 hr 32 min
Submitted
00000002652
Wall, John
Lorem Ipsum
10 hr 34 min
Submitted
PRINT ▼
8
Status
Doe, Jane
Account
Prepared By:
Truong Pham
1
List Window (CISC View)
The List Window view available to CISC users. To display
the following columns: Account, Account Nickname,
Category/Sub, Remaining SLA, Status, Response Status.
2
Window Title
Displays title of its corresponding table. Consistent of the
category selected from the Left Nav.
3
List Window Print
Allows users to print the List Window. On-click reveals a
dropdown menu displaying “Print” or “Print to PDF” options.
4
Sort Icon
On-click to toggle columns in ascending and descending
order.
5
Remaining SLA:
For items with more than 24 hours remaining, displays
SLA information as: “dd/mm/yy”
For items with 0-24 hours remaining, displays SLA
information as: “hh” hr “mm” min in orange font.
(example: 10 hr 34 min)
For items with past SLA, displays SLA information as:
-“hh” hr “mm” min in red font. (example: - 3 hr 48 min )
6
Status:
For CISC users, submitted items to display: Submitted
For all other users, submitted items to display: Pending
OPEN
Open items to display:
icon.
Closed items to display: CLOSED icon.
Reopened items to display: Reopened
7
Urgent Icon
Items marked as “urgent” in the Reopen window are to
display: ! icon next to a “Submitted” status.
8
Response Status
Updated Status to display:
Escalated Status to display:
“Updated”
9
List Window (Operations View)
The List Window view available to Operations users. To
display the following columns: SLA Status, Account,
Account Nickname, Category/Sub, Remaining SLA, Status,
OCCD, Owner, Response Status
10
SLA Status
SLA status between 0% to <= 20% of SLA time to
display:
icon
SLA status between 21% to <= 60% of SLA time to
display:
icon
SLA status between 61% to <= 100% of SLA time to
display:
! icon
SLA status above 100% of SLA time to display:
a ! icon
Response Status
Updated
!
7
Updated
!
Escalated
Updated
Updated
SAMPLE DOCUMENT
PROPERTY OF TRUONG PHAM
Distribution Prohibited
Remaining SLA
Status
Lorem Ipsum
- 2 hr 12 min
Pending
Account Nickname
Category/Sub
Lorem Ipsum
Lorem Ipsum
Lorem Ipsum
- 3 hr 48 min
Pending
Lorem Ipsum
Lorem Ipsum
22 hr 15 min
00000002652
Lorem Ipsum
Lorem Ipsum
00000002652
Lorem Ipsum
00000002652
OCCD
Owner
Response Status
Lorem Ipsum
Lorem Ipsum
Lorem Ipsum
Lorem Ipsum
OPEN
Lorem Ipsum
Lorem Ipsum
dd/mm/yyyy
OPEN
Lorem Ipsum
Lorem Ipsum
Escalated
Lorem Ipsum
dd/mm/yyyy
OPEN
Lorem Ipsum
Lorem Ipsum
Updated
Lorem Ipsum
Lorem Ipsum
dd/mm/yyyy
CLOSED
Lorem Ipsum
Lorem Ipsum
00000002652
Lorem Ipsum
Lorem Ipsum
dd/mm/yyyy
CLOSED
Lorem Ipsum
Lorem Ipsum
Updated
!
00000002652
Lorem Ipsum
Lorem Ipsum
- 5 hr 32 min
OPEN
Lorem Ipsum
Lorem Ipsum
Updated
!
00000002652
Lorem Ipsum
Lorem Ipsum
10 hr 34 min
OPEN
Lorem Ipsum
Lorem Ipsum
!
00000002652
!
00000002652
!
00000002652
+
June 28, 2011
PRINT ▼
New Items
10
9
5
4
699-12345
SLA Status
Date:
3
New Items
1
6 of 41
Notes
2
Account
Page #:
!
!
Updated
icon next to “Updated”
icon next to
JP Morgan Chase | Service Center – Conceptual Design
1.0.2 Task Detail Window: Over
Page #:
7 of 41
Date:
June 28, 2011
Prepared By:
Truong Pham
Notes
Application Name
2
4
Category
Subcategory
Transfer of Assets Receives
General Inquiry
Transfer Type
Partial ACAT
Control #
2013348377675654
Account #
699-12345
Account Nickname
Doe, Jane
Account Type
INDIVIDUAL
Buy/Sell
BUY
Security Type
Equity
Take Ownership
Reply
Reassign
Pending | Urgent
5
7
Sub-status
2-3 Bus Days
Date Initiated
17-Feb-10 07:10 AM EST
10
9
Audit Trail (3)
Internal Notes (2)
mm/dd/yy hh:mm
Jon Smith
11
Expected Completion
Task Detail Window Title
Not detail specific, will display: “Task Detail” at all times.
3
Window Resizer
On-click + Drag gives the user ability to vertically resize the
vertical display height of the List Window size in relation to
the Ticket Detail Window.
4
Item Action/Status Module
A row of buttons which allow the user to take action or view
status of its corresponding Task Detail. Button
configuration/availiblity are dependent on user type and
item state. For more details, see 1.2 Item Action/Status.
5
Mandatory Ticket Details
All tickets are to include the following details: Transfer Type,
Control #, Account #, Account Nickname, Account Type
6
Optional Ticket Details
Optional ticket details which a Super-Admin user can
choose to include in a specific Category/Sub-category.
7
Ticket Status Details
All tickets are to include the following status details: Status,
Sub-status, Date Initiated, Originator, Expected Completion
8
Ticket Description and Contact Information
All tickets are to include the following details: Description,
Telephone, Contact
9
Audit Trail Tab
Lists all actions performed throughout a ticket’s lifecycle.
Tab to include the number of actions in parenthesis and to
be selected as default on page load.
10
Internal Notes Tab
On-click lists all internal notes. Tab to include the number
of actions in parenthesis
11
External Notes Tab
On-click lists all external notes. Tab to include the number
of actions in parenthesis
12
Attachments Counter
To appear if there are any attachments associated with the
corresponding Task Detail. Displays number of
attachments in parenthesis.
13
Action Description
All task actions or notes are to be display a Time Stamp,
User Information, and a Description.
Internal notes are to include a Internal icon
External notes are to include a External icon
14
Time Stamp
To be displayed in “mm/dd/yy hh:mm” format.
15
User Information
Displays the name of user who performed the
corresponding action or note.
16
Attachment Link
To display attachment file name in parenthesis. On-click to
initiate file download process. For more information, see
3.2.1.
19-Feb-10
8
SAMPLE DOCUMENT
PROPERTY OF TRUONG PHAM
Distribution Prohibited
External Notes (1)
(5) Attachments
12
mm/dd/yy hh:mm
David Bryant
Internal
Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh euismod tinci
dunt ut laoreet dolore magna aliquam erat volutpat.
mm/dd/yy hh:mm
Mike Jones 14
External
Ownership reassigned to Mike Jones from Ken Davis.
+
Actions ▼
Telephone: 1-800-555-4444 x4475
Contact: Jon Smith
Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh euismod tinci
(Buying Power.XLS)
dunt ut laoreet dolore magna aliquam erat volutpat.
15
Reject
Lorem ipsum his in labore iriure. Brute
volutpat id his, per nihil ancillae erroribus
ne. Denique pericula erroribus te vix.
Alienum omnesque pericula vis at, nec
atqui veniam deseruisse ad, prima fugit
Internal
mm/dd/yy hh:mm
Ken Davis
+
2
Contact
Jon Smith
6
Resolved
Description
Status
Originator
13
Task Detail Window
Provides a detailed description of the task selected from the
List Window.
3
Task Detail
1
1
16
(Buying Power.XLS)
Owner of document
JP Morgan Chase | Service Center – Conceptual Design
1.1: Search
1. Standard Search
Page #:
8 of 41
Date:
June 28, 2011
Prepared By:
Truong Pham
Notes
1
--select--
Advisor --select--
2
--select--
Account/Group
Search
2. Advanced Filter
6
-- All --
Advanced Search Filter
8
Account Name
9
Account Nickname
--select--
Request ID
12
Security
14
--select--
Department
Advisor Drop-down
Drop-down menu listing all available Advisors.
4
Account/Group Drop-down
Drop-down menu listing all available Accounts or Groups.
5
Search Button
On-click refreshes page with imputed search parameters.
6
Advanced Filter Button
On-click launches the Advanced Search Filter Window.
7
Advanced Search Filter Window
Pop-up window giving users additional search parameter
options.
8
Account Name Radio Button
Defines parameters to be entered into the Account Name/
Nickname Search Field.
Category
10
16
Sub-Category
Created
to
Age
to
Last Update
Initiated By
Cancel
Reset
12
Security Drop-down
Drop-down menu listing all available Security options.
13
RR# Search Field
Open text field allowing users to enter an RR#.
14
Department Drop-down
Drop-down menu listing all available Departments.
15
Category Drop-down
Drop-down menu listing all available Categories.
16
Sub-Category Drop-down
Drop-down menu listing all available Sub-Categories.
23
17
Search
Clk
18
Page is refreshed with search
results
19
20
+
+
Account Name/Nickname Search Field
Open text field allowing users to enter either an account
name or nickname.
Request ID Drop-down
Drop-down menu listing all available Request IDs.
--select--
to
Account Nickname Radio Button
Defines parameters to be entered into the Account Name/
Nickname Search Field.
11
RR#
15
--select--
9
13
--select--
22
21
3
18
17
20
SAMPLE DOCUMENT
PROPERTY OF TRUONG PHAM
Distribution Prohibited
10
11
19
OCCD Drop-down
Drop-down menu of OCCDs.
Advanced Filter
Clk
7
2
Clk
4
3
Page is refreshed with search
results
View
Persistent Search Bar
Search functionality to be displayed throughout Service
Center.
5
Service Center Search
OCCD
1
Created TO/From Selector
Allows users to enter a date-range for the creation date of a
task. On-click of the calendar icon will launch calendar.
Last Updated Selector
Allows users to enter a date-range for tasks updated within
a defined period. On-click of the calendar icon will launch
calendar.
Age Selector
Allows users to enter a date-range for tasks’ lifecycle falls
within a defined period. On-click of the calendar icon will
launch calendar.
Initiated By Search Field
Open text field allowing users to enter a task Initiator’s
name.
21
Reset Button
Clears all imputed paremeters
22
Cancel Button
On-click closes the Advanced Search Filter Window.
23
Search Button
On-click refreshes page with imputed search parameters.
JP Morgan Chase | Service Center – Conceptual Design
1.2.1: Take Ownership
1
Page is refreshed with status
indicated
Reply
Clk
Clk
Reassign
Clk
Resolved
Clk
1
Actions ▼
Reject
Actions ▼
+
Clk
Clk
Add Request
2
Excel
Print
Email
3
Reject Service Center Request
Reject the request below:
4
Re: Lora ipsum dolor sit amet, consectetur adipisicing
5
-select-
Originator:
19
Prepared By:
Truong Pham
Attach a file
ADD A NOTE (250 characters)
7
Jon Smith
Date Initiated:
08-AUG-10 11:32 AM EST
Last Updated:
21-AUG-10 07:21 AM EST
SAMPLE DOCUMENT
PROPERTY OF TRUONG PHAM
Distribution Prohibited
20
Actions Drop-down
On-click displays options to Add Request, Excel, Print, Email.
Add Request will Launch the Add a New Request Window. The
remaining options allow the user to export the corresponding task
detail into various formats.
Reply to Service Center Request Window
Launches when user clicks “Reply” button. Allows users to add a
reply to the currently opened task.
4
Subject Field
Optional field, repopulated with the task’s title.
5
Type Drop-down
Optional drop-down menu listing pre-canned “types”.
6
Add a Note Text Field
Mandatory text field allowing users to enter a reply. A maximum
of 250 characters.
7
Attach a File Link
Allows users the option to add a file to note. On-click to initiate
file download process. For more information, see XXX.
Reason:
-select-
8
Add Note Button
On-click submits form for validation and closes window. Note is
then added to the Task Detail Window.
9
Reassign Service Center Request Window
Launches when user clicks “Reassign” button. Allows users to
reassign currently opened task to a different user.
10
Department/Reassign Drop-down
Mandatory drop-down menus to filter through the user database.
11
Reassign Button
On-click submits form for validation and closes window. Task is
then reassigned to the selected user.
12
Resolve Service Center Request Window
Launches when user clicks “Resolve” button. Allows users to
resolve currently opened task.
13
Task Details
Displays general details about the selected task.
14
Reason Drop-down
Optional drop-down menu listing pre-canned “reasons”.
15
Description Text Field
Mandatory text field allowing users to enter a description. A
maximum of 250 characters.
16
Attach a File Link
Allows users the option to add a file to note. On-click to initiate
file download process. For more information, see 3.2.1.
Description:
Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam
nonummy nibh euismod tinci dunt ut laoreet dolore magna aliquam
erat volutpat.
21
8
22
Reject
Add Note
12
9
Resolve Service Center Request
Reassign Service Center Request
Resolve the request below:
Current Owner:
Since:
Jon Smith
Originator:
08-AUG-10 11:32 AM EST
Date Initiated:
Department:
-select-
Reassign To:
-select-
10
Reassign
13
11
Department:
08-AUG-10 11:32 AM EST
Account Transfer
Category:
Residuals
Residuals
Transfer Type:
Account #:
Reason:
Jon Smith
Subcategory:
Control #:
2013348377675654
699-01969
Account Name:
East, Marcia
Account Type:
INDIVIDUAL
-select-
17
Partial ACAT
18
14
15
16
Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam
nonummy nibh euismod tinci dunt ut laoreet dolore magna aliquam
erat volutpat.
Resolve Button
On-click submits form for validation and closes window. Task is
then resolved.
Reject Service Center Request Window
Launches when user clicks “Reject” button. Allows users to
reject currently opened task.
19
Task Details
Displays general details about the selected task.
20
Reason Drop-down
Optional drop-down menu listing pre-canned “reasons”.
21
Description Text Field
Mandatory text field allowing users to enter a description. A
maximum of 250 characters.
Description:
ATTACH A FILE
Resolve
+
Take Ownership Button
On-click assigns the open task to the user. Button is then
disabled and is replaced with “Pending” text.
3
Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh
euismod tinci dunt ut laoreet dolore magna aliquam erat volutpat.
+
June 28, 2011
18
Reply to Service Center Request
6
Date:
2
Take Ownership
Type:
10 of 41
Notes
1. Take Ownership State
Subject:
Page #:
17
22
Reassign Button
On-click submits form for validation and closes window. Task is
then rejected.
JP Morgan Chase | Service Center – Conceptual Design
2.1.1: Initiate Request: Details
1. Add a Request (New Form)
2. Add a New Request (Prepopulated Form)
Service Center
Service Center
> Add a request
> Add a request for “Account 699-12345”
Clk
6
> View Service Center Status
Service Center
> Add a request
> Add a request for “Account 699-12345”
> Add a request for “Account 699-12345”
> View Service Center Status
Date:
June 28, 2011
Prepared By:
Truong Pham
1
Add a Request Link
On-click opens Initiate a New Request Window (Blank
State)
2
Initiate a New Request Window (Blank State)
Launches on-click of Add a Request Link in Request Dropdown. Service Center Task options are not pre-populated.
3
Request Details
System generated. To display Originator and Date Initiated.
4
Task Details (Blank State)
To display form elements assigned assigned by a SuperAdmin user. Selections are not pre-populated.
Clk
> Add a request
Clk
13 of 41
Notes
Clk
Clk
1
3. View Service Center Status Link
Page #:
11
> View Service Center Status
Clk
5
2
7
Initiate Service Center Request
Initiate Service Center Request
Originator:
3
Date Initiated:
Jon Smith
Standard
Priority:
Department:
Select
Category:
Select
4
Subcategory:
Select
Transfer Type:
Select
SAMPLE DOCUMENT
PROPERTY OF TRUONG PHAM
Distribution Prohibited
Originator:
8
08-AUG-10 11:32 AM EST
Urgent
User is taken to Dashboard,
Service Center is open
Date Initiated:
Priority:
Department:
9
Jon Smith
Add a Request for [Current Account] Link
On-click opens Initiate a New Request Window (Current
Account State)
7
Initiate a New Request Window (Current Account State)
Launches on-click of Add a Request for [Current Account]
Link in Request Drop-down. Service Center Task options
are pre-populated with applicable account information.
8
Request Details
System generated. To display Originator and Date Initiated.
Urgent
Account Transfer
Transfer
Account
Category:
Residuals
Residuals
Subcategory:
Residuals
Residuals
Transfer Type:
6
08-AUG-10 11:32 AM EST
Standard
Partial ACAT
ACAT
Partial
9
2013348377675654
Account #:
Account #:
Select
Account Nickname:
Select
Account Type:
Select
East, Marcia
Account Type:
INDIVIDUAL
10
11
ATTACH A FILE
ATTACH A FILE
5
Submit
10
Submit
Clk
Window closes, user returns to
previous application screen
+
+
Task Details (Current Account State)
To display form elements assigned assigned by a SuperAdmin user. Selections arepre-populated with applicable
account information.
699-01969
Account Nickname:
Description:
Description:
Submit Button
On-click submits form for validation and closes window.
Request is opened and user is returned to previous
application screen.
Clk
Window closes, user returns to
previous application screen
Submit Button
On-click submits form for validation and closes window.
Request is opened and user is returned to previous
application screen.
View Service Center Status
On-click leads to Service Center Status page.
JP Morgan Chase | Service Center – Conceptual Design
2.2: CISC Status
Service
Center
Jun 28,2011
Bob
Smith,
Smith, David
Welcome
Welcome
to
toWelcome
MORCOM
MORCOM
Home
|| Messages
Messages
(2)
|| Preferences
Preferences
Help
Help || Terms
Terms
of
of Use
|| Contact
Contact
Us
Us
JunJon
28,2011
Bob
Smith,
Bryant,
Welcome
to MORCOM
toHome
MORCOM
Home
Home
| (2)
Messages
| Messages
(2)(2)
| Preferences
| ||Preferences
| Help
| Help
|Use
Terms
| Terms
of of
Use
Use
| Contact
| Contact
Us
Us
Log Out
J.P.Morgan
Service Center Search
Trading
Operations
Advisor
OCCD
View
-- All --
--select---select--
Research & Analysis
--select-Request
Account/Group
--select--
Search
Security
--select--
OCCD
14
7
ServiceGeneral
Center Inquiry
Buying Power
1
--select--
3
1
34
Account
PRINT ▼
Account Nickname
Category/Sub
Remaining SLA
Status
699-12345
Doe, Jane
Lorem Ipsum
- 2 hr 12 min
Submitted
00000002652
Lorem Ipsum
Lorem Ipsum
- 3 hr 48 min
Submitted
00000002652
Lorem Ipsum
Lorem Ipsum
22 hr 15 min
Submitted
00000002652
Lorem Ipsum
Lorem Ipsum
dd/mm/yyyy
Submitted
0
6108
2
00000002652
Anderson, Kenny
Lorem Ipsum
dd/mm/yyyy
Submitted
1
00000002652
Mutual Funds
3
00000002652
ACATS
5
00000002652
Completed Items
21
00000002652
Cancelled Items
6
Rejected Items
2
Task Detail
Category
6108
Lorem Ipsum
dd/mm/yyyy
CLOSED
Lorem Ipsum
Lorem Ipsum
dd/mm/yyyy
CLOSED
Lorem Ipsum
Lorem Ipsum
- 5 hr 32 min
Submitted
Wall, John
Lorem Ipsum
10 hr 34 min
Submitted
Subcategory
Transfer of Assets Receives
General Inquiry
Transfer Type
Partial ACAT
Control #
2013348377675654
Submitted
Reply
Status
Submitted | Urgent
Substatus
Account #
699-12345
Account Nickname
Doe, Jane
Account Type
INDIVIDUAL
Buy/Sell
BUY
Jon Smith
Security Type
Equity
Expected Completion
2-3 Bus Days
Date Initiated
17-Feb-10 07:10 AM EST
19-Feb-10
Audit Trail (3)
+
Response Status
Updated
!
Updated
!
Escalated
SAMPLE DOCUMENT
PROPERTY OF TRUONG PHAM
Distribution Prohibited
Lorem Ipsum
Originator
+
Search
OPTIONS
0
Operations
Holdings
Enter a name
or number
MORE
Pending Items
Margins
Service
Center
Margin Call
Operations
Reg T Restriction
Delete Mo. Pymnt
Date:
June 28, 2011
Prepared By:
Truong Pham
Notes
My Client List
Advanced Filter
Pending Items | Chase User
FedItems
Wire #
Owned
Max
Search Withdrawl
Reporting
Account/Group
--select-Advisor
Service Center
1
14 of 41
Page Description
Default page on-load of Service Center for CISC users.
Jump To
Portfolio
Page #:
Updated
Updated
Resolved
Cancel Request
Actions ▼
Description
Lorem ipsum his in labore iriure. Brute
volutpat id his, per nihil ancillae erroribus
ne. Denique pericula erroribus te vix.
Alienum omnesque pericula vis at, nec
atqui veniam deseruisse ad, prima fugit
Contact
Telephone: 1-800-555-4444 x4475
Contact: Jon Smith
(5) Attachments
mm/dd/yy hh:mm
Jon Smith
Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh euismod tinci
dunt ut laoreet dolore magna aliquam erat volutpat.
(Buying Power.XLS)
mm/dd/yy hh:mm
David Bryant
Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh euismod tinci
dunt ut laoreet dolore magna aliquam erat volutpat.
(Buying Power.XLS)
mm/dd/yy hh:mm
Mike Jones
Ownership reassigned to Mike Jones from Ken Davis.
1
Pending Items | Chase User Tab
Default left nav selection.
JP Morgan Chase | Service Center – Conceptual Design
2.2.2 CISC Status: Item Action/Status Bar Details
Page #:
16 of 41
Date:
June 28, 2011
Prepared By:
Truong Pham
Notes
ReopenPending
Reply
Clk
Clk
Resolved
Clk
Actions ▼
Cancel Request
17
Task Details
Displays general details about the selected task.
3
Escalate Option
Check-box option available within Reopen Service Center
Request Window. Un-selected by default. When selected and
submitted, Tasks will be marked “Escalated” within the
“Response Status” column.
4
Reopen Button
On-click submits form for validation and closes window. Task is
then moved from Completed Items Tab to “Pending Items” Tab.
5
Reply to Service Center Request Window
Launches on-click of Reply Button.
6
Subject Field
Optional field, repopulated with the task’s title.
7
Type Drop-down
Optional drop-down menu listing pre-canned “types”.
8
Add a Note Text Field
Mandatory text field allowing users to enter a reply. A maximum
of 250 characters.
9
Attach a File Link
Allows users the option to add a file to note. On-click to initiate
file download process. For more information, see XXX.
10
Add Note Button
On-click submits form for validation and closes window. Note is
then added to the Task Detail Window.
11
Resolve Service Center Request Window
Launches when user clicks “Resolve” button. Allows users to
resolve currently opened task.
12
Task Details
Displays general details about the selected task.
13
Reason Drop-down
Optional drop-down menu listing pre-canned “reasons”.
Are you sure you want to cancel this request?
Resolve the request below:
Jon Smith
Date Initiated:
08-AUG-10 11:32 AM EST
Last Transation:
21-AUG-10 07:21 AM EST
Priority:
No
Yes
SAMPLE DOCUMENT
PROPERTY OF TRUONG PHAM
Distribution Prohibited
18
19
Urgent
Standard
Escalate:
3
2
Cancel Request
Reopen Service Center Request
2
Reopen Service Center Request Window
Launches on-click of Reopen Button.
Clk
1
Originator:
1
Description:
11
ATTACH A FILE
Reopen
Resolve Service Center Request
4
Resolve the request below:
Originator:
5
Date Initiated:
Jon Smith
14
Description Text Field
Mandatory text field allowing users to enter a description. A
maximum of 250 characters.
15
Attach a File Link
Allows users the option to add a file to note. On-click to initiate
file download process. For more information, see 3.2.1.
16
Resolve Button
On-click submits form for validation and closes window. Task is
then resolved.
17
Cancel Request Window
Launches when user clicks “Cancel” button.
18
No Button
On-click closes Cancel Request Window.
19
Yes Button
On-click closes Cancel Request Window, and corresponding task
is cancelled.
08-AUG-10 11:32 AM EST
Reply to Service Center Request
12
Subject:
Re: Lora ipsum dolor sit amet, consectetur adipisicing
Type:
-select-
Department:
6
7
Category:
Residuals
Subcategory:
Residuals
Transfer Type:
8
Attach a file
ADD A NOTE (250 characters)
Control #:
9
Account #:
Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh
euismod tinci dunt ut laoreet dolore magna aliquam erat volutpat.
Reason:
Account Transfer
Partial ACAT
2013348377675654
699-01969
Account Name:
East, Marcia
Account Type:
INDIVIDUAL
-select-
13
Description:
14
15
10
Add Note
+
+
Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam
nonummy nibh euismod tinci dunt ut laoreet dolore magna aliquam
erat volutpat.
ATTACH A FILE
Resolve
16
JP Morgan Chase | Service Center – Conceptual Design
3.2: Basic User: Reply
Center
Jun 28,2011
Smith, David
Welcome
to MORCOM
| Messages
| Preferences
Help | Terms
of Use
| Contact
Us | ContactService
JunJon
28,2011
Bryant,
Welcome toHome
MORCOM
Home(2)
| Messages
(2) | |Preferences
| Help
| Terms
of Use
Us
Log Out
J.P.Morgan
Jump To
Portfolio
Service Center Search
Trading
Operations
OCCD
View
-- All --
--select--
354
General
Inquiry
Service
Center
Buying Power
80
Owned Items
Completed Items
Owned Items
Rejected
Items
54
65
34
!
Search
21
!
Account
Remaining SLA
Status
Lorem Ipsum
OPEN
Lorem Ipsum
Lorem Ipsum
dd/mm/yyyy
OPEN
Lorem Ipsum
Lorem Ipsum
Escalated
dd/mm/yyyy
OPEN
Lorem Ipsum
Lorem Ipsum
Updated
Pending
!
00000002652
Lorem Ipsum
Lorem Ipsum
- 3 hr 48 min
Pending
!
00000002652
Lorem Ipsum
Lorem Ipsum
22 hr 15 min
00000002652
Lorem Ipsum
Lorem Ipsum
00000002652
Lorem Ipsum
Lorem Ipsum
!
Task Detail
!
SAMPLE DOCUMENT
PROPERTY OF TRUONG PHAM
Distribution Prohibited
Lorem Ipsum
Lorem Ipsum
dd/mm/yyyy
CLOSED
Lorem Ipsum
Lorem Ipsum
00000002652
Lorem Ipsum
Lorem Ipsum
dd/mm/yyyy
CLOSED
Lorem Ipsum
Lorem Ipsum
Updated
00000002652
Lorem Ipsum
Lorem Ipsum
- 5 hr 32 min
OPEN
Lorem Ipsum
Lorem Ipsum
Updated
00000002652
Lorem Ipsum
Lorem Ipsum
10 hr 34 min
OPEN
Lorem Ipsum
Lorem Ipsum
Subcategory
General Inquiry
You are the current
Take Ownership
owner of this item
!
Reassign
Reply
Partial ACAT
Reply
to Service Center RequestPending | Urgent
Control #
2013348377675654
Account Type
Originator
ADD
A NOTE (250 characters)
BUY
Buy/Sell
Security Type
Equity
Jon Smith
mm/dd/yy hh:mm
Jon Smith
External Notes (1)
Contact
Attach a file
Telephone: 1-800-555-4444 x4475
Contact: Jon Smith
Expected Completion
(5) Attachments
Internal
Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh euismod tinci
(Buying Power.XLS)
dunt ut laoreet dolore magna aliquam erat volutpat.
mm/dd/yy hh:mm
David Bryant
Internal
Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh euismod tinci
dunt ut laoreet dolore magna aliquam erat volutpat.
mm/dd/yy hh:mm
Mike Jones
External
Ownership reassigned to Mike Jones from Ken Davis.
mm/dd/yy hh:mm
Ken Davis
Actions ▼
Lorem ipsum his in labore iriure. Brute
volutpat id his, per nihil ancillae erroribus
ne. Denique pericula erroribus te vix.
Alienum omnesque pericula vis at, nec
atqui veniam deseruisse ad, prima fugit
19-Feb-10
Internal Notes (2)
Reject
Description
Sub-status
699-12345
2-3 Bus Days
Subject: Re: Lora ipsum dolor sit amet, consectetur adipisicing
Doe, Jane
Date Initiated
INDIVIDUAL
Internal
External
17-Feb-10 07:10 AM EST
Account Nickname
Resolved
Clk
Status
Transfer Type
Account #
Owner of document
Add Note
Clk
+
Updated
00000002652
Transfer of Assets Receives
Audit Trail (3)
Response Status
Lorem Ipsum
- 2 hr 12 min
452
Owner
Lorem Ipsum
Lorem Ipsum
52
OCCD
Lorem Ipsum
Lorem Ipsum
67
6108
Category/Sub
00000002652
43
6108
23
34
12
Account Nickname
!
Category
+
Holdings
Enter a name or number
--select--
PRINT ▼
SLA Status
!
Operations
My Client List
New Items
New Items | All
Margin Call
Operations
Reg T Restriction
Delete Mo. Pymnt
Research & Analysis
Account/Group
25 of 41
Date:
June 28, 2011
Prepared By:
Truong Pham
Notes
Page Description
Example of a Basic User’s view of Service Center. Viewing a user in
the process of replying to a task.
Advanced Filter
Service Center
Fed Wire
Owned
Items#
Max Withdrawl
Search
Reporting
Advisor --select--
Page #:
(Buying Power.XLS)
JP Morgan Chase | Service Center – Conceptual Design
3.2.1 Reply: Attachments Details
Page #:
26 of 41
Date:
June 28, 2011
Prepared By:
Truong Pham
Notes
Reply to Service Center Request
Subject:
1
Attach a File Link
On-click opens up System File Selector
2
System File Selector
Enables users to select local files to attach. Varies upon
user’s operating system.
3
Open Button
On-click attaches file to Reply to Service Center Request
Window and closes the System File Selector.
4
Attached File
Current File is listed. On-click of X button, removes the file
from the list.
5
Add Note Button
On-click submits form for validation, uploads file to Service
Center and closes window. New note/attachment is added
to the corresponding task.
Re: Lora ipsum dolor sit amet, consectetur adipisicing
Internal
External
1
ADD A NOTE (250 characters)
Attach a file
Clk
2
Add Note
SAMPLE DOCUMENT
PROPERTY OF TRUONG PHAM
Distribution Prohibited
margins.pdf
3
Clk
Reply to Service Center Request
Subject:
Re: Lora ipsum dolor sit amet, consectetur adipisicing
Internal
External
ADD A NOTE (250 characters)
4
Margins.pdf
Attach a file
X
5
Add Note
Clk
+
+