Digital Channels Service Requests – ANZ Digital Services Help

Geography: This article is applicable for ANZ Transactive - Global customers banking in Australia and New Zealand.
Full details are available in Features by Geography.

Digital Channels Service Requests are requests that relate to managing your digital channels such as adding or deleting Users and Accounts, amending functionality and billing details. Digital channel requests in this category are currently available for ANZ Transactive - Global. Requests relating to ANZ Transactive - Global, ANZ Fileactive, ANZ Cashactive and ANZ Payment Solutions can be found within Upload Documents.

All ANZ Transactive - Global sites will require 2 users to approve any applicable Digital Channels service requests.
Depending on what version of Service Requests you are using, approval can only be performed by a user with the:
- Service Request - Authorised Person role (Version 1.0)
- Service Request - Approve Channel role (Version 2.0)

Not sure what version of Service Requests you are using? Click here to find out more.

The Service Requests you can see are based on:

Your organisation’s jurisdiction – please refer to Service Request Types for more information.
Your roles and permission settings – please refer to User Permissions for more information.

Digital Channels screen.png

Digital Channels Service Requests screen

The Digital Channels Service Requests screen provides you with a list of all your current and past service requests that have been submitted for processing as well as those that have been completed, including:

Users
Accounts
Others
Close Digital Channel

Control Bar

CONTROL BAR ITEM	DESCRIPTION
View	Change the View to My Requests, Requests Awaiting Approval, Requests Requiring Action, Pending, Successful, Unsuccessful or you can select and manage saved searches.
New	Click New to create a service request.
Search	Click Search to display or hide the Advanced Search search criteria fields.
Filter	Filter data on the screen. Enter criteria into one or more text boxes that are under each column heading to display matching records.
Export	Export the records on screen into a CSV file.
Refresh	Refresh the records on screen.
Settings	Use Settings to save the selected View as your default view that will be applied upon your next log in.

Columns

To sort columns, click the column heading. The column will reorder in ascending order. Click again to order in descending order.
To customise the column order, click the column you want to move and then drag and drop the column to your preferred order
To hide columns, right-click any column heading and untick the checkboxes that appear next to the column name in the pop-up
To reset columns, right-click any column heading, scroll down and click Reset Grid Columns

The application will remember these changes.

COLUMN	DESCRIPTION
Request ID	System generated Request ID.
Digital Channel ID	ANZ Digital Channel site ID.
Digital Channel	ANZ Digital Channel.
Legal Entity	Legal Entity that the account belongs to.
Creation Date	The date the service request was created.
Created By	The name of the user who created the service request.
Last Action Date	The date on which the last action was performed on the service request.
Completion Date	The date on which the service request was completed.
Request Status	The status of the service request.
Request Type	The type of service request.
Last Approver 1	The name of the user who has performed the first approval on the service request, if applicable.
Last Approver 2	The name of the user who has performed the second approval on the service request, if applicable.
Last Actioned By	The name of the user who has performed the action on the service request.
Your Reference	The reference entered by the user who created the service request.
Jurisdiction	The jurisdiction of the account the service request has been raised against.
Due By	The date the service request is due for completion.

Manage Digital Channels > ANZ Transactive - Global Users

Add User (Australia and New Zealand)

Add an ANZ Managed user to your ANZ Transactive - Global site.

STEP

ACTION

Click Service Requests > Digital Channels from the menu

Click New on the control bar

Click Add User under the Manage Digital Channels > ANZ Transactive - Global Users category

Digital Channel ID, Legal Entity and Jurisdiction fields will preload.

Enter User Personal & Security Device Details

ANZ will perform a Customer Identification Process (CIP) for all Users that are managed by ANZ. Please enter the User's full legal name and Date of Birth (DOB) as per their identification documents.

Title
First Name
Preferred First Name
Middle Name(s)
Surname
Date of Birth
Email Address
Business Address
Mobile Number
Telephone Number

Security Device Type:

Add User Permissions

The roles that can be added or copied depend on the version of Service Requests you are using:

Version 1.0: Customer Admin, Division Admin, Service Request - Transact and Service Request - Authorised Person
Version 2.0: Customer Admin, Division Admin, Service Request - Approve Channel

For full descriptions of these roles please see the Authorised Persons and Users Guide.

For Users that require other permissions please refer to User Permissions.

Not sure what version of Service Requests you are using? Click here to find out more.

Copy Permissions from another User

STEP	ACTION
1	Click Copy Permissions from Another User.
2	Select user to copy from and click Copy User. RESULT: A confirmation message is displayed advising which new permissions have been added to the user, advising if the user's existing permissions will be overridden by the copied permissions or advising that the selected user has no eligible permissions to be copied. You can search for a user by entering any part of the user's User ID, First Name or Last Name. Only ANZ Managed Users in your organisation will be displayed To view the permissions of a user, click User Details. Only selected roles will be displayed and able to be copied from.

Add Permission

STEP	ACTION
1	Select Add Permissions
2	Select a role to assign to the user and click Continue.
3	If required for the role and your organisation is setup with multiple Divisions, select the Division to entitle to the user.
4	If required for the role, complete the Service Requests Permission Settings and click Add Permission. The Service Requests Permission Settings available will depend on the role you have selected, and the version of Service Requests you are using. For more information on the available attributes for each role, please refer to User Permissions. RESULT: A confirmation message is displayed, and the role is added to the Add User Permissions table. To assign additional roles to the user, repeat steps 1 - 4. Noting that with the exception of Division Admin, only one of each role can be assigned to a user.

To remove one or more roles from the list, tick the checkbox next to the role and click Remove Permissions.
To amend a role's Permission Settings, click Amend for the role. The Permission Settings available will depend on the role you have selected, and the version of Service Requests you are using. For more information on the available attributes for each role, please refer to User Permissions..

If required, enter your reference

Read and tick the declaration checkbox in the Important Information section

Click Submit

RESULT: Your request has been submitted for approval.

Once submitted, your service request will require to be approved by 2 users with the appropriate permissions before being sent to ANZ for processing. Please refer to Approve and Reject Service Request.

In the confirmation pop-up window, choose your next course of action:

Click View Request Details to view the request details
Click Raise another Service Request to go to the Create Service Requests screen
Click Ok to return to the Digital Channels Service Requests screen

Amend User (Australia and New Zealand)

Amend an ANZ Managed user or upgrade a Company Managed user on your ANZ Transactive - Global site.

STEP

ACTION

Click Service Requests > Digital Channels from the menu

Click New on the control bar

Click Amend User under the Manage Digital Channels > ANZ Transactive - Global Users category

Digital Channel ID, Legal Entity and Jurisdiction fields will preload.

Click Select User to search and select the User ID to amend, then click Ok

Amend User's Personal & Security Device Details

ANZ will perform a Customer Identification Process (CIP) for all Users that are managed by ANZ. The existing details held for this user are displayed as default in the below. Please override details as required, noting to enter the user's full legal name and Date of Birth (DOB) as per their identification documents.

Title
First Name
Preferred First Name
Middle Name(s)
Surname
Date of Birth
Email Address
Business Address
Mobile Number
Telephone Number

Security Device Type:

Amend User Permissions

The roles that can be amended, added or copied depend on the version of Service Requests you are using.

Version 1.0: Customer Admin, Division Admin, Service Request - Transact and Service Request - Authorised Person.
Version 2.0: Customer Admin, Division Admin, Service Request - Approve Channel.

For full descriptions of these roles please see the Authorised Persons and Users Guide.

For Users that require other permissions please refer to User Permissions.

Not sure what version of Service Requests you are using? Click here to find out more.

Copy Permissions from another User

STEP	ACTION
1	Click Copy Permissions from Another User
2	Select a user to copy from and click Copy User RESULT: A confirmation message is displayed advising which new permissions have been added to the user, advising if the user's existing permissions will be overridden by the copied permissions or advising that the selected user has no eligible permissions to be copied. You can search for a user by entering any part of the user's User ID, First Name or Last Name. Only ANZ Managed Users in your organisation will be displayed To view the permissions of a user, click User Details. Only selected roles will be displayed and able to be copied from.

Add Permission

STEP	ACTION
1	Select Add Permissions
2	Select a role to assign to the user and click Continue.
3	If required for the role and your organisation is setup with multiple Divisions, select the Division to entitle to the user.
4	If required for the role, complete the Service Requests Permission Settings and click Add Permission. The Service Requests Permission Settings available will depend on the role you have selected, and the version of Service Requests you are using. For more information on the available attributes for each role, please refer to User Permissions. RESULT: A confirmation message is displayed, and the role is added to the Add User Permissions table. To assign additional roles to the user, repeat steps 1 - 4. Noting that with the exception of Division Admin, only one of each role can be assigned to a user.

To remove one or more roles from the list, tick the checkbox next to the role and click Remove Permissions.
To amend a role's Permission Settings, click Amend for the role. The Permission Settings available will depend on the role you have selected, and the version of Service Requests you are using. For more information on the available attributes for each role, please refer to User Permissions.

If required, enter your reference

Read and tick the declaration checkbox in the Important Information section

Click Submit

RESULT: Your request has been submitted for approval.

In the confirmation pop-up window, choose your next course of action:

Click View Request Details to view the request details
Click Raise another Service Request to go to the Create Service Requests screen
Click Ok to return to the Digital Channels Service Requests screen

Delete User (Australia and New Zealand)

Delete an ANZ Managed user on your ANZ Transactive - Global site.

STEP	ACTION
1	Click Service Requests > Digital Channels from the menu
2	Click New on the control bar
3	Click Delete User under the Manage Digital Channels > ANZ Transactive - Global Users category
4	Digital Channel ID, Legal Entity and Jurisdiction fields will preload. Click Select User to search and select the User ID(s) to delete, then click Select
5	If required, enter your reference
6	Read and tick the declaration checkbox in the Important Information section
7	Click Submit RESULT: Your request has been submitted to the bank for processing.
8	In the confirmation pop-up window, choose your next course of action: Click View Request Details to view the request details Click Raise another Service Request to go to the Create Service Requests screen Click Ok to return to the Digital Channels Service Requests screen

Manage Digital Channels > ANZ Transactive - Global Accounts

Delete Account (Australia and New Zealand)

Delete an Account from your ANZ Transactive - Global site.

STEP	ACTION
1	Click Service Requests > Digital Channels from the menu
2	Click New on the control bar
3	Click Delete Account under the Manage Digital Channels > ANZ Transactive - Global Accounts category
4	Digital Channel ID, Legal Entity and Jurisdiction fields will preload. Accounts in a pending approval workflow status cannot be deleted and will not be available for selection. Depending on who initiated the change, Accounts can be approved by your company Administrators or ANZ. Click Select Account(s) to search and select the Account Number to delete, then click Select
5	If required, enter your reference
6	Read and tick the declaration checkbox in the Important Information section
7	Click Submit RESULT: Your request has been submitted to the bank for processing.
8	In the confirmation pop-up window, choose your next course of action: Click View Request Details to view the request details Click Raise another Service Request to go to the Create Service Requests screen Click Ok to return to the Digital Channels Service Requests screen