Help Desk Procedures for Software Vendors

Note: These procedures are for defects occurring in production software or issues that occur in the production environment. Development and pre-production defects and issues may continue to be reported via WebExOne (Issue Reports).  

1. Software vendor will open a ticket by completing the Help Desk Request form (Help Desk Request.doc) & e-mailing it to CDR Help Desk (cdr.help@cdr.ffiec.gov). This e-mail address is checked several times per hour by help desk personnel. If the matter is urgent, the vendor should follow up with a telephone call after sending the e-mail to ensure that the Help Desk has received the request (1-888-237-3111).

2. Help Desk will review the Help Desk Form and open a Remedy ticket. They will also respond to the originator with the Remedy ticket number.

3. Help desk will perform the following additional activities as appropriate.

3.1. Check to see if other SW Vendors are experiencing similar problems.

3.2. Check to see if other Financial Institutions are experiencing similar problems.

3.3. Determine whether the Call Report can be submitted through the CDR website (vs. web services via the vendor software).

3.4. Determine what web services are being used by the submitter.

4. Based on the preceding information, Help Desk will open ticket with FFIEC or Unisys as appropriate.

5. Help Desk will track the Remedy ticket and close it only after the originator (software vendor) has confirmed that the problem has been resolved.