At times, you may need to have hierarchy files manually processed because the processing window was missed or because it is urgent. This article explains what to do in these cases.
In order to have a hierarchy file manually processed, open a support ticket. Attach the files you want to be processed to the ticket or upload them to the SFTP folder. Make sure the filename matches the naming pattern so that it is found by the processor.
After the files have been processed, the support team will post in the ticket the results of the processing.
When you receive this request, please follow these steps:
- Determine if the customer is on-premises by looking at the list of ResponseTek customers and checking the Pre/Saas column, as explained here.
- If the ticket comes from an on-premises customer, please send the ticket to the PS team. Otherwise, check the Manual File Import for Hierarchy and Invitations to get the steps to import the file.