Based on your user role, a list of queues is configured to appear on the left of your dashboard. Select the relevant Home Office queue and click the Get from Pool link on the top right corner of your screen. Each time you click the Get from Pool link, the oldest work item will appear on your dashboard. Click on the Work Item you wish to open

 It is recommended that you get only one work item from the pool at a time. This ensures that the oldest work items get processed first across all available reviewers.

Accessing Work Items – Home Office Queue (1)

The Work Item window is split into two panes. Scroll down to the Client Documents section on the left pane and click on each of the documents. Review the corresponding documents as they appear on the right pane. Ensure that the documents include correct information.

Work Item – Client Documents

Click on the work item row under ePACs Work Items section to open the Details form of the Work Item.

ePACs Work Items Section – Open Details form

. In the Details form, you can provide information such as Memo Notes. As part of your review, you can see what tasks the work item has gone through till date under the Event History section. Based on your determinations of the work item, you can approve, NIGO or reject the item. If you are NIGO’ing or rejecting the work item, it is mandatory to fill in the corresponding Reason Codes sections.

ePACs Work Items – Memo Notes

After working on the Details form as required, click the Save and Close button to go back to the Work Item window. Upon reviewing all the documents, if you decide not to NIGO the work item, click Complete to approve the work item and move it to the next step.

Approving the Work Items

To remove an item, perform the following steps: 1. In the Details form, scroll down to the Reject Reason Codes section and click on the Add button.

 Instead of scrolling, you can navigate to a section directly by clicking on the corresponding tab on the left side of the screen.

Adding Reject Reason Codes

Select one or more reasons from the list of options. The following image displays all the available options for selection:

Selecting Reject Reason Codes

Upon clicking the Select button, the previous form opens again. The Reject Reason Codes section is populated with the selected reasons. On clicking Save, the email template is populated. Adjust the template as required.

 The number of codes applied is visible next to Reject Reason Codes navigation tab on the left

Reject – Email Draft

. Click on Save and Close to go back to your Work Item panes.

Reject Reason Code – Save and Close

In the Details form, scroll down to the NIGO Reason Codes section and click on the Add button.

 Instead of scrolling, you can navigate to a section directly by clicking on the corresponding tab on the left side of the screen.

Adding NIGO Reason Codes

On clicking Add, the system displays a list of codes called ‘NIGO Reason Codes’. These are a list of reasons for which NIGO’ing the Work Item is applicable. Choose one or more reasons relevant to the current circumstance and click Select 

List of NIGO Reason Codes

The codes are populated in the NIGO Reason Codes section. Click Save to apply these codes to the Work Item.

 The number of codes applied is visible next to NIGO Reason Codes navigation tab on the left.

NIGO Reason Codes section

On clicking Save, the email template is populated with predefined information, including detailed text associated with the NIGO Reason Codes. The reviewer can add additional text to better communicate to the Rep regarding the action to be taken in order to clear the NIGO. Some NIGO Reason Codes will require the Rep to have the entire forms bundle be re-signed. Refer to your internal procedures to know which NIGO Reason Codes constitute a material change and which do not.

NIGO Email Draft

When you are satisfied with the content of your email, click Save and Close to go back to your Work Item panes.

6. To NIGO this work item, click the button present on the top portion of the left pane. The item is routed to a Field Advisor NIGO queue for the rep to access the NIGO’d item and make the required changes.

 You can NIGO a work item only after adding one or more reason codes. Else, the following error message appears:

NIGO – Error Message

NIGO’ing the Work Item

Table of Contents

Feature: Once a Rep submits an item for processing, it arrives in the Middle Office queue, the Principal Reviewer can then access the items and determine whether they are to be Approved, Rejected, NIGO’d or Pended. Once the item is approved by the Principal Reviewer, it moves into one of the available Home Office queues organized by department. The process of approving, NIGO’ing or rejecting items remains the same across different queues.