MoveIT Pending File Retrieval – Client Follow-up Process

This knowledge base article outlines the standard process for verifying whether a client has retrieved files that are pending in MoveIT, based on information provided by the West Utilities Team.

This procedure ensures that clients are properly notified when files are available for pickup and that the support team can confirm whether the files have been retrieved.

Overview

Requests related to pending MoveIT files for pickup will typically originate from the West Utilities Team by raising a ticket in Zendesk and assigning it to the Tier 1 Support group.

These requests will ask the Tier 1 Support Team to contact a specific client and inform them that files are pending in MoveIT.

Requests may be submitted by:

• Hardee Yu
• Reyna Jean Alejo
• Mike Orellana
• Other members of the West Utilities Team

Example ticket number: https://goconvey.zendesk.com/agent/tickets/159554 

Prerequisites

Before you begin, ensure the request has the following information and access:

• Filenames
• Folder name
• Client name
• MoveIT Production Access

Step 1- Create an Email Side Conversation

Using the ticket raised by the West Utilities team:

1. Navigate to the Side Conversations section on the left panel of the ticket

2. Click the + icon.

3. Select Email.
   
   
    

4. Locate the client's contact information using the Client Pages in Confluence.
   
   Confluence link: Client Pages 

5. In the email body, include the following information:

   • File name(s)

   • Folder name

   • Mention that the file(s) are available in MoveIT and are pending retrieval

6. Send the Email.

Step 2 - Confirm if the Client Has Picked Up the File

To verify whether the client has retrieved the file:

1. Log in to the MoveIT Production Environment
   https://dataexchange.outageinfo.io/ 

2. Navigate to the following path:

   IS > (client_code) > (folder_name)

   
   Example:
   If the client is Austin Energy (AUS) and the folder name is Outage, the path will be: IS > AUS > OUTAGE
   
   

   Verification:

   • If the file is still present in the folder, the client has not yet retrieved the file.
   • If the file is no longer present, the client has already retrieved the file.

Step 3 - Update the Client and West Utilities Team

Provide updates based on the retrieval status identified during verification.

If the File Has NOT Been Picked Up:

✓Send a follow-up message to the client that the file is available in MoveIT 

If the File Has Been Picked Up and No Update from Client Yet:

• ✓Confirm the retrieval
• ✓Inform the client that the file has been successfully picked up 
• ✓Inform West utilities team through internal note
• ✓Confirm if ticket can be closed
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