Queen's University

New help centre supports Finance systems launched in December


Starting Monday, March 29, Financial Services is introducing a new “one-window” model of support, for meeting the challenges of the new Finance Administrative Systems launched in December.

These challenges include an increased demand for support, both to assist people in using the new PeopleSoft applications and to help them better understand the new finance, procurement and research business processes.

The new support system offers a better-coordinated method of issue tracking, with the following benefits:

•every support issue will be centrally recorded for follow-up in an online issue tracking system, known as Footprints
•every issue will be directed to the most appropriate person for response
•users will be provided with information on any known issues and their resolution or current status, and
•the high volume of support requests can be managed in the most efficient way, ensuring that users get the help they need as quickly as possible.
Logging all issues will ensure that they are tracked and receive prompt responses. Please visit the support page of the Financial Services website for up-to-date information about the Financial Services Support Centre.

Significant numbers of support requests received since December were not tracked in an organized way. Users who have not received responses from issues submitted to a Financial Services staff member are encouraged to resubmit the issue to the Financial Services Support Centre. This will ensure the issue is logged and receives a timely response.

All support questions regarding the new Finance systems should be directed to the Financial Services Support Centre, either by calling 613.533.6000, ext. 77900, Monday to Friday from 8:30am to noon and 1 to 4:30 pm, or by filling out the online help form.

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Last updated at 4:16 pm EDT, Fri August 29, 2014
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