FAST Help Desk Procedures

FAST Help Desk Procedures

FAST Help Desk Roles:

User
Person who first has a question or problem while working with PeopleSoft.

Campus Functional Experts
Campus staff (Admissions, Student Records, Accounts Payable, Purchasing, etc) who have received training from the FAST Project Office. This staff is also familiar with student and financial policies and procedures of the campus. Staff within a department that provides first level functional support, if available.

Department Technical Support
Staff within a department that provides first level PC technical support (desktop), if available.

Campus Help Desk
Staff that provide support to the campus for PeopleSoft. They will track the call, troubleshoot and escalate, if necessary.

Central Help Desk
Staff that provide support to all campuses for PeopleSoft. They will track the call, troubleshoot and escalate, if necessary.

FAST Project Office
Project staff assigned responsibilities of supporting the PeopleSoft application and database structures. These are technical staff and consultants who have worked on the implementation of PeopleSoft and are familiar with its operation. Also included are production staff that will be assuming responsibility for PeopleSoft in the future.

FAST Project Functional Experts
Project staff (a.k.a. Application Leads) that have knowledge of how PeopleSoft works functionally as well as the policies and procedures of the entire University of Houston System.

FAST Help Desk Procedures:

Campus users need to make an initial determination if the problem or question is technical, functional, or security based.

Examples of technical questions:

I can't print.

I can't get into the database.

My computer keeps locking up on me.

I keep getting an error that throws me out of the system.

Examples of functional questions:

I can’t find my purchase order in the system.

How do I set up a new vendor?

How do I correct an error that I made?

How do I find the status of a purchase order?

Examples of security questions:

What is my Operator ID (OPERID).

I forgot my password.

Technical Problems:

Users should contact their own department’s technical support and have them help determine if the problem is happening because of something on the user’s PC or on the department network. If the department support person cannot resolve the problem, then it should be escalated to the Campus Help Desk.

If the technical problem can not be resolved at a campus level, then the Campus Help Desk will escalate the PeopleSoft related problem to the Central Help Desk by creating a support case: http://www.uh.edu/infotech/support/help/case_create.html or call 713-743-1411.

Campus Help Desks, please include the following information when reporting a problem to the Central Help Desk:

Name:		(user name)
Phone:		(user telephone number including area code)
Campus:		(UH, UHCL, UHD, UHV)
Application:		(HR, SA, FS)
Database:		(FSPRD, SAPRD, etc...)
Module:		(Admissions, PO, AP, etc...)
Panel/Process:		(name of panel or process)
Error Message:		(please include complete error message and what you were trying to do that caused the error)

To check on the status of your case: http://www.uh.edu/infotech/support/help/query.htm

Communication of technical resolutions will go back to the Campus Help Desk.

Functional Problems:

Users should contact the Campus Functional Expert. If the functional problem or question cannot be resolved at the campus level, the Campus Functional Expert should escalate the problem to the appropriate FAST Project Functional Expert: http://www.uh.edu/fast/helpdeskUHS.htm

Communication of functional resolutions will go back to the user who initiated the question.

Security Problems:

For Password resets, users should contact Grace Davila at 713-743-1470.

For all other security issues, users should contact the appropriate FAST Project Functional Expert:

Darella Banks for Student Administration
Jenine Bogrand for Human Resources
Craig Ness for Financials

Contact information: http://www.uh.edu/fast/helpdeskUHS.htm

Procedures for broadcasting PeopleSoft information to users:

When it is necessary to inform all PeopleSoft users that there is a problem with the system, a message will originate at the FAST Project Office and will be communicated back to each Campus Help Desk via the FAST-Technical listserv.

The Campus Help Desk will then communicate the information back to their users. Note: Campus Help Desk staff will need to subscribe to the FAST-Technical Listserv.

If the problem is within the campus, the Campus Help Desk will initiate a message to the users on their campus and notify the Central Help Desk.

Last updated: Thursday, February 28, 2002
FAST Project at University of Houston System
Comments to: FAST@uh.edu