Connections to Community
C2C Troubleshooting Support Overview
This help document provides an overview of the means and guidelines for assistance with access issues, questions, and general feedback. This will help you better support colleagues as well as provide you with an understanding of the support resources available and model in place.
Discussion Groups
In order to better engage our community of faculty and staff regarding our C2C systems for Finance, Human Resources, and Student Information, email-based discussion groups have been created for each system. The purpose of each of these discussion groups is to provide an email-based mechanism for discussion, questions, and announcements related to the C2C project. The lists will be monitored by our C2C staff trainers, who will monitor and participate as necessary to support our faculty and staff. Learn how to subscribe to the discussion groups. . .
Budget Managers
For Finance support, the first step is to contact budget managers if issues relate to chartfields, accounts, or appropriate ways to allocate a transaction.
IT Help Desk
As always, the IT Help Desk continues to be a primary source of information about technology services and support. The IT Help Desk staff will also have generic IDs and access to log onto the system in various roles to better and more directly assist users.
Protocol
For support with finance, the first step would be to contact budget managers if issues relate to chartfields, accounts, or appropriate ways to allocate a transaction. Issues with logging on, navigation, and general processes can be handled through the IT Help Desk.
For support with portal, the first step would be to call the IT Help Desk. They can then route the call as appropriate, if they cannot address the issue directly.
Hours
The IT Help Desk has personnel on duty 24 hours per day, 7 days per week, 365 days per year. They can be reached at 310-506-HELP (4357).
Additional Support
There are also great resources for support available at the Information Technology Web site: http://services.pepperdine.edu/it/help/
Feedback Mechanism
A new C2C e-mail account has been created to provide a forum for general comments, questions, and feedback related to the C2C project. We welcome feedback from all constituents. And now you have a place to offer feedback!
Department Technology Liaisons
To assist with the dissemination of technological improvements and information about technological events throughout the University, Information Technology has identified certain individuals to be liaisons between their departments and Information Technology.
The key may be for you to ensure you have a liaison on the distribution list, and that the person is in a position to craft and disseminate messages as appropriate.
Most of the tech issues related to C2C are being handled through this regular communication protocol. There is a list of “departmental technology liaisons” that receives updates and announcements when changes or interruptions may occur. The liaisons would then share those messages with constituents, as appropriate.
Here is the link to the full list of department technology liaisons, and overview of the communication protocol. It clearly spells out the communication model and members.
Colleagues
As always, we have each other. We are a learning organization and working together, we can all learn and work more effectively.
