How to Process a LoanForce Ticket for VHDA Certification

Learn how to process an IT service ticket for VHDA certification, including verifying loan data in Encompass and provisioning user accounts.

May 21, 2026 By Jeremy McNeal

This guide outlines how to process LoanForce tickets for the VHDA certification class. Completing this workflow ensures employees receive their system credentials and that loan information is properly verified.

This process applies to the IT service team. Follow these steps when an employee finishes their certification class and submits an IT service ticket for access.

Review the Support Ticket

When a request comes in, the first step is to locate and review the ticket details.

Step #1: Open the relevant LoanForce ticket in Salesforce to review the request details. — Open the relevant **LoanForce** ticket in Salesforce to review the request details.

Step #2: Click Edit in the ticket action menu to update the status or add notes while you work. — Click **Edit** in the ticket action menu to update the status or add notes while you work.

Verify Loan Information in Encompass

In some cases, you must verify information within a specific loan to ensure it is valid before provisioning the account.

Step #3: Open the Encompass desktop application. — Open the **Encompass** desktop application.

Step #4: Locate and select the corresponding loan record from your pipeline list. — Locate and select the corresponding loan record from your pipeline list.

Step #5: Review the borrower summary, including the Loan Amount, to verify the loan details are valid. — Review the borrower summary, including the **Loan Amount**, to verify the loan details are valid.

Step #6: Once verified, close the loan file and click No when prompted to save changes to avoid accidental edits. — Once verified, close the loan file and click No when prompted to save changes to avoid accidental edits.

Provision the Account

After verifying the necessary information, you can finalize the user's access.

Navigate to the admin portal and create the user account based on the ticket details.

Once the account is created, you must securely send the new login credentials directly to the employee via instant message in Microsoft Teams.

Glossary

Term	Definition
Encompass	A desktop loan origination and management software application used to view borrower data.
LoanForce	The Salesforce-integrated ticketing platform used to track IT and support requests.
VHDA Certification	A required training class employees must complete before requesting system credentials.