Please refer to User Permissions to understand:
- What each Service Request role allows a User to do
- Which menus each Service Request role can access
- Relevant attributes for each Service Request role and how to assign these
The following Service Request roles can be managed by a Customer Administrator.
- Service Request - View and Service Request - Create are company managed roles and can be managed within the Administration menu.
- Service Request - Transact and Service - Request Authorised Person roles are ANZ managed roles and can be managed via the <Add User> or <Amend User> service requests in the Service Request menu. These service requests require to be approved by 2 users with the Service Request - Authorised Person role before the request can be sent to ANZ for processing.
The Service Request - Appoint role requires paperwork to be completed. Please contact your ANZ representative for more information.
You will not be able to approve, or reject, a Service Request, if:
- You do not have the correct role - please refer to User Permissions to understand which role(s) can approve requests.
- You have not logged in with a security device - If you have the correct role assigned, but have not logged in with your security device, you won't be able to approve/reject a service request.
If the Reopen action is not available, please contact your ANZ representative to obtain the required information.
Once a request is submitted to ANZ for processing, if ANZ requires additional information to process the request, the request will enter a 'More Information Required' status. Only when a request is in a More Information Required status, will you be able to add the additional information required by ANZ in the form of a comment or attachment. Please refer to Provide More Information for Service Request. |
You will not be able to see the Payments & Transactions menu for the following reasons:
- You do not have the correct role - please refer to User Permissions to understand which role(s) can access this menu.
- Your organisation does not have a jurisdiction in either AU or NZ - the Payments & Transactions menu is currently only available for AU & NZ jurisdictions.
The Payments & Transactions menu is currently only available for AU & NZ jurisdictions.
The available requests in this menu will depend on your organisation's jurisdiction. Refer to Service Request Types for more information.
The number of approvers is based on the administration model of your organisation. If your organisation's administration model is:
- Single - 1 user with the Service Request - Transact role is required to approve applicable Payment & Transactions request.
- Dual or Triple - 2 users with the Service Request - Transact role are required to approve applicable Payment & Transactions requests.
An account may not be displaying for any of the following reasons:
- The account has not been assigned to your role - please contact your organisation's Customer Administrators.
- The account is not enabled for Service Requests - please contact the ANZ Customer Service Centre.
- The account is not eligible for the request - please refer to the article for the specific request to understand any account eligibility restrictions. Otherwise contact the ANZ Customer Service Centre for more information.
- The account is an NZ domiciled account - NZ accounts are only available for the Manage Periodical/Automatic Payment requests.
You will not be able to see the Digital Channels menu for the following reasons:
- You do not have the correct role - please refer to User Permissions to understand which role(s) can access this menu. Users with the Customer Admin role can also access this menu if they have at least 1 other Service Request role.
- Your organisation does not have a jurisdiction in AU - the Digital Channels menu is currently only available for AU jurisdiction.
NOTE: The Digital Channels menu will be made available for NZ jurisdiction in the near future.
The Digital Channels menu is currently only available for AUjurisdiction.
NOTE: The Digital Channels menu will be made available for NZ jurisdiction in the near future.
Please refer to the User Permissions to understand which roles allow users to view, manage and approve Digital Channel Service Requests.
Users with the Customer Admin role can view and create Digital Channel Service Requests if they have at least 1 other Service Request role.
The steps to raise requests for other Digital Channels depends on the jurisdiction of your organisation.
- For AU only or AU & NZ organisations, the Upload Documents where you can download, complete and upload the required paper form. If you cannot find the required paper form for your request, please contact your ANZ representative.
- For NZ only organisations, please contact your ANZ representative.
The ANZ Transactive Global - Users service requests include:
- Add User allows you to add an ANZ Managed user to your ANZ Transactive - Global site.
- Amend User allows you to amend an ANZ Managed user* or upgrade a Company Managed user on to your ANZ Transactive - Global site.
- Delete User allows you delete an ANZ Managed user with Cash Management and Customer Administration from your ANZ Transactive - Global site*.
Company Managed users can be added and deleted via the Administration menu.
Currently only the following ANZ Managed roles are available in the Add & Amend User request:
Role
|
Role Family
|
---|---|
Customer Admin | Customer Administration |
Division Admin | Customer Administration |
Service Request - Transact | Cash Management |
Service Request - Authorised Person | Cash Management |
Additional roles will be added in the future. Until then, please contact your ANZ representative to manage any other ANZ managed roles for your users.
The Delete User request currently only removes roles belonging to the Cash Management and Customer Administration role families.
If a user has any roles under the following product families, they will not be deleted:
- Commercial Cards
- FX Services
- Institutional Insights (AU Only)
- Loans (AU Only)
These role families will be added to this request in the future. Until then, please contact your ANZ representative to delete users with any of these roles.
You will not be able to see the Accounts & Legal Entities menu for the following reasons:
- You do not have the correct role - please refer to User Permissions to understand which role(s) can access this menu.
- Your organisation does not have jurisdiction in AU - the Accounts & Legal Entities menu is currently only available for AU jurisdiction.
The number of approvers is based on the administration model of your organisation. If your organisation's administration model is:
- Single - 1 user with the Service Request - Transact role is required to approve applicable Payment & Transactions request.
- Dual or Triple - 2 users with the Service Request - Transact role are required to approve applicable Payment & Transactions requests.
An account may not be displaying for a number of reasons:
- The account or legal entity has not been assigned to your role - please contact your organisation's Customer Administrators.
- The account or legal entity is not enabled for Service Requests - please contact the ANZ Customer Service Centre.
- The account is not eligible for the request - please refer to the article for the specific request to understand any account eligibility restrictions. Otherwise contact the ANZ Customer Service Centre for more information.
- The account is an NZ domiciled account - NZ accounts are only available for the Manage Periodical/Automatic Payment requests.
You will not be able to see the Accounts & Legal Entities menu for the following reasons:
- You do not have the correct role - please refer to User Permissions to understand which role(s) can access this menu.
- Your organisation does not have jurisdiction in AU or HK - the Upload Documents menu is only available for AU & HK jurisdictions.
Upload Document requests do not require an approval as, where applicable, the paper form needs to be signed by anauthorised person (also known as a signatory) on behalf of the customer.
Please contact your ANZ representative if you need to identify these authorised persons.