Ticket Anatomy
This field on an OM ticket is needed for org metadata in Lens
What is the partner ID?
A Plan Design Template (PDT) with complete stop loss info alone is sufficient — you do not need to separately request the stop loss policy if it's detailed in the PDT.
False — you should always request the stop loss policy itself, as it's important for tracking HCCs and lasered members.
This AS Build Status means your work is complete, your checklist is uploaded, and the ticket is ready for your peer reviewer.
What is Build Ready?
In the ideal scenario, this is the single document that can capture rates, contributions, admin fees, and stop loss detail all in one place
What is the Plan Design Template (PDT)?
This field on an OM ticket tracks whether the partner gave us a PDT or not, or if it is even needed.
What is Account Structure Template:?
We never have problems accommodating multiple contribution bands or levels within lens.
False — Lens only accommodates one contribution per group number, which is one of the most common sticking points.
This Account Structure Template status means the PDT has been vetted but something is missing and the team is actively pursuing it.
What is Partial?
This document lays out group numbers, types, plan identifiers, and categories — and is the foundation for building an account within lens.
What is the Group Matrix?
This OM ticket field tracks exactly where you are in the account structure build workflow, from Build WIP all the way to Done.
What is the AS Build Status?
If a partner provides admin fees in a format other than PEPM, you can still capture them accurately in Lens.
False - Lens only supports PEPM fees, so non-PEPM formats are a common sticking point that may require escalation.
This Renewal Data Verification status means there are OM checkout issues or a data problem.
What is Blocked?
I'm typically provided to employees of a company during open enrollment, but I can be used to fill in a plan design within lens.
what is employee benefit guide?
Where you move a ticket to Maintenance Ready at.
What is the Workflow Drop Down?
A partner tells you that nothing changed from last year; this is enough information to complete a renewal.
False - Even with no discernible benefit changes, it is highly likely at least some changes occurred to financial information, especially stop loss premiums.
If you move an OM ticket out of this status - you mess up Dan Tal's flow.
What is load wip?
Type of document that SBC parser/uploader accepts
what is pdf?
Any decisions on build, updates on outreach, or issues raised during peer review should be documented here on an OM ticket.
What is....comments?
If an IA has a question on AS-related information provided, they should just reach out to the partner blindly.
False - IA team should be mindful of the relationship mgmt aspect of our work, and run the issue by the PM for next steps on how to get what's needed.
This field on an OM ticket tells you when exactly an account's updates went live in lens.
What is: Fix Version?
Pittsburgh-based vendor that often has "non-standard" SBCs.
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