# SUPPORT Page

The SUPPORT page is used to view the status of requests and supporting details for troubleshooting. The SUPPORT page assists users in determining the cause of issues without displaying any non-public information. An example of non-public information is Social Security Numbers that could be part of the XML transaction data.

Click the side arrow at the top of the page and select SUPPORT.

## Displaying results

Users can display transaction results through one of the following methods:

- Enter a value in the Select or type in an account ID field; click View to display the results at the bottom of the page.
- Enter an account name or customer number in the Account name/Customer number field; click Search. The Account name/Customer number field will return an account list with all of the accounts that contain any portion of that search criteria.
- Single-click an account from your list of assigned accounts to display its transactions.

## Searching for a transaction

You can search for a transactions through one of the following methods:

- Enter an EDS ID, DGS ID, Passthrough ID or Loan Number to return the specific transaction that matches one of the ID's for the identified account; click Search. Note that the ID must be an exact match.
  Note: It is recommended that users enter a value in one of the EDS ID, DGS ID, PassThrough ID or Loan Number fields, but not all three fields.
- Select either the Created Date or Delivery Date option button. The Delivery Date and time represents the Delivery Status as the package moves through delivery.
  Note: For example, the Date and Time is updated when a package is received (i.e. created in the delivery process) and will be updated again when the Delivery Status is changed to Processing, etc.
- Either directly enter a date in the Start Date field (mm/dd/yyyy) to return all transactions for the specified date or click the down arrow to select a date from the interactive calendar. For a broader search result, also enter a date in the End Date field. Click Search.
  Note: When searching by date, you must enter a date in the Start Date field at a minimum. Only entering a date in the End Date field will result in an error. To narrow your search, enter an exact time in the time (optional) field. Using only Start Date will list all requests processed that day.

## Advanced Transaction Results

Additional search fields allow you to enhance your transaction results.

You can search by any of the Transaction list features below; click the arrows to the right of the desired field and select at least of the following options:

- State: select Successful, Failed, or Incomplete.
- Generate Callback Status: select Successful, Failed, or NotRequested
- Delivery Callback Status: select Unknown, Successful, Failed, or NotRequested.
- API Call: select Deliver, SelectAndGenerate, or SelectGenerateAndDeliver.
- Delivery Status: select Created, Error, Mailed, Processing, or Blank.
- Reason Failed: select No_Docs, Content_Error, Uncategorized, or Timed_Out.

Additionally, you can select multiple entries for each field, and can either Check All or Uncheck All by selecting either of the respective options at the top of the dropdown list.

## Transaction list features

The list of transactions contains the following:

- EDS ID / Account ID: The EDS ID / Account ID is generated when creating the transaction using one of the API methods. With View All Accounts and/or Edit All Accounts permissions, users can view the last ten (10) submitted transactions.
  Note: Users can still limit their search to a specific customer account; simply select the desired account from the Account List above. To get back to searching all accounts, after choosing one account from the list, select the Clear button at the bottom of the search criteria fields.
- DGS ID: The DGS ID is created when the transaction is sent to DocGenServices for processing. Use this ID to perform any troubleshooting in DocGenServices when a transaction has failed.
- State: The State column displays either a Successful, Failed, Render_Callback_Successful, Render_Callback_Successful, or Incomplete status for the transaction.
  Note: If the State column is marked to Failed, it will list one of the following reasons why it failed:
  - No_Docs
  - Content_Error
  - Uncategorized; used when the transaction failed due to something other than No_Docs or Uncategorized.
  - Timed_Out
- Generate/Delivery Callback Status: The Generate/Delivery Callback Status column displays the following statuses:
  - Generate Callback status:
    - Successful: the Generate callback was successfully sent.
    - NotRequested: when Generate Callback is not requested.
    - Failed: the Generate callback has failed.
  - Delivery Callback status:
    - Unknown: this status appears if a SelectGenerateAndDeliver call did not produce any documents; as a result, a deliver callback cannot be completed. This status is also used when Delivery Callback information is not provided on SelectGenerateAndDeliver or Deliver call.
    - Successful: - the Generate callback was successfully sent.
    - NotRequested: when delivery callback information is not provided.
    - Failed: the Deliver callback has failed.
    - Blank: displayed for SelectAndGenerate call, when delivery is not requested
- API Call: The API Call column displays the corresponding API that was used when creating the transaction.
- Delivery Status: The Delivery Status column displays either Created, Error, Mailed, Processing, or blank. A transaction with a blank Delivery Status and if the API included a delivery component (i.e. Delivery or SelectGenerateAndDeliver), indicates that fulfillment did not receive the transaction. Lastly, packages that delivery updates once the package has been mailed (i.e. USPS Status, Tracking ID, etc) will not be updated any further after the Mailed status.
- Loan Number: The Loan Number is automatically generated when creating the transaction using one of the API methods.
- Date/Time: The Date/Time column displays the following:
  - Date and Time the transaction was created.
  - Date and Time of the last update in Delivery for those transactions that include a delivery component.
  - Date and Time the transaction was last modified.
  Note: Transactions not received by fulfillment will not have a Delivery Date/Time

## Opening a transaction

Click anywhere on the desired row on the main page to view the details of the transaction. The transaction details opens in a new internet browser tab.

The transaction results page consists of a summary of the request details (EDS Request Details) and the Delivery Audit Log.

## Viewing JSON Data

Click the VIEW JSON DATA button to view the selected request in structured XML. This page opens in a new internet browser tab.

## Delivery Audit Log

The Delivery Audit Log section provides a status and time stamp for the following Call Types and Status Types for a transaction that was initiated using a Select Generate and Deliver or Deliver action:

- Call Type:
  - Processing: the package is currently processing.
  - Printed: the package has printed.
  - Mailed: the package was mailed to the recipient.
  - Canceled: the package was canceled.
  - Error: this displays the error type and description for the package.
  - Image Delivered: the image was delivered to the recipient.
  - Tracking Number: the USPS tracking number for the mailing; this number is typically assigned 24 hours after the mailing is sent.
- Call Type Status:
  - NotRequested: the status was not requested by the callback recipient.
  - Successful: the callback was successful.
  - Failed: the callback failed.