Nautilus Categories in Freshdesk

Effective March 2025, our Enterprise Systems team uses the following Nautilus categories for Service Desk tickets in Freshdesk.  Please contact Corporate Records with any questions.

List of Categories and Descriptions

• Nautilus – Add/Change/Delete Documents
  1. Used for adding Leases and/or Loan Purchase Agreements to Nautilus. Complete and attach Nautilus Coversheet to the agreement found at the link below.
  2. Used when an existing document’s keyword(s) in Nautilus should be modified, and/or an existing document will be replaced with the correct document. **Some documents may not be deleted if signed by the customer

• Nautilus – System Access and/or Rights
  1. Needs for additional rights to records not currently assigned. OR
  2. Requests for records access pertaining to an upcoming audit or review. Complete Records Access Form **Accessing records may need manager's approval or approved Affiliate Access form

• Nautilus – Connectivity/Errors Opening/Unreadable Documents
  1. Used when unable to connect to the Nautilus Unity Client   OR
  2. Errors when attempting to view records, corrupt images or records opening outside of Nautilus  

• Nautilus - Locating Records
  1. Where to find or unable to locate specific records, including records for audit and/or legal requests

• Nautilus - Research Requests
  1. Used for customer requests Only   **Please complete and submit a Research Request Form Submitting this form will automatically create a Freshdesk ticket.

• Nautilus – Training
  1. Training requests, how to’s and navigating Nautilus

• Nautilus – New enhancement/project/process request
  1. Used for new enhancement to current processes   OR
  2. Requests for new records to be stored to Nautilus