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Email Format for Help Desk Requests

Home » Welcome! » CPM Overview - What is CPM? » Getting Help » Email Format for Help Desk Requests

Please provide the following information in your email to the help desk when reporting issues:

Email format for requesting access to CPM systems:

  • Email Subject: CPM Access Request

  • Category: CPM

  • Type:  Misc

  • Item: Account/Permissions

  • Group: CPM

  • Individual: Reta (UCP, NCAR) or Justin (FandA, UCARPRES)

  • Systems:  BI Only, BI, FAB, Report Distribution Tool

    • FAB:  Application name - see this page for list: /docs/fab-applications-menus-and-grids.

    • BI: Enhanced Consumer is default, if authoring is needed a license check is required

    • Report Distribution Tool: default write access folder - For example. Public Folders ‎> UCAR Reports ‎> Report Bursting Views ‎> UCAR_ADMIN ‎> FANDA ‎> IT‬

  • Data:  HR Org and FinOrg :  e.g. NCAR Salaries,  NCAR Accounts

Email format for requesting a change to HR Org:

  • Email Subject: iVantage Org Unit Change

  • Category: HR Services

  • Type:  Org Unit change

  • Item: Multiple, New Org Unit, Deactivate Org Unit, People Moves, Parentage change

  • Group: HR

  • Individual: Laurie Carr

  • Description of Change:

    • If org unit is changing or hierarchy is changing, do you want a new location history record for all impacted employees so you can research changes over time in CPMDB? if new org unit, which org unit is its parent?

    • If move of a person, from which org unit to which org unit? include peid, etc.

    • If change to org unit parent, old parent and new parent and new level (see pdf on this drupal page for levels: /docs/functional-org-tree-fot-or-hr-org-hierarchy)

    • If a report needs to be changed, submit a separate help desk request for assessment/prioritization

Email format for requesting a change to FinOrg:

  • Email Subject: CPM Account Structure Change

  • Category: CPM

  • Type:  TM1

  • Item: Change structure to finorg

  • Group: CPM

  • Individual: Reta (UCP, NCAR) or Justin (FandA, UCARPRES)

  • Attach change file:

 

General / Miscellaneous issues

The following format should be used for reporting issues to the help desk that do not fall in any of the above categories.  Emails to the help desk should contain the following:

Collect the following Info:

  • Email Subject if email: High-level description of issue (e.g. error when saving to FAB data grid x)

  • Category:  CPM

  • Type: BI, FAB, TM1, Perspectives, Report Distribution Tool, Misc

  • Item:  Account/Permissions, Report, Other

  • Browser and OS versions: e.g. Windows, IE 10, MAC Chrome v x, Firefox 30, etc.

  • Error message:  If an error message is popping up take a screen capture* of it or describe it in detail.

  • BI: Report Name

  • BI: Steps taken, prompt values used

  • FAB: Application Name

  • FAB: Grid name or function name

  • FAB: Document detailed steps taken, account key, employee. Take screen captures* if they help describe your issue.

  • *PLEASE NOTE:  Attachments do not come through on the initial Help Desk request. Please still take them if you can so they can be sent to the person who is initially assigned to your issue and they will attach the information to the ticket.