Roles � The following definitions apply to the individuals referred to in the diagram and in the explanation of that diagram below.

• User is the individual who first encounters a question or a problem while working in SFS.

• Department Technical Support is the individual(s) within a department that provides first level PC technical support to the staff within that department.

• Campus SFS Help Desk (BFS-Systems Help Desk) is a group of individuals that provide support to the entire campus as technical questions and problems arise with the SFS. They will track the call, troubleshoot and escalate the call when appropriate.

• DoIT (Madison) Help Desk is a group of individuals that provide support to all campuses for all types of computer environments. They will track the call, troubleshoot and escalate the call when appropriate.

• Experts within DoIT are individuals assigned responsibilities of managing the hardware and data base structures of the SFS. They may also be DoIT programmers and analysts who have worked on the implementation of the SFS and are familiar with its operation. Also included would be DoIT production staff responsible for monitoring the nightly batch processing

• Campus SFS Functional Experts (Accounting Services, Accounts Payable, Purchasing) are one or more individuals who have knowledge of how SFS works functionally as well as the financial policies and procedures of the campus.

• UW System Functional Experts are individuals at the UW System level that have knowledge of how SFS works functionally as well as the financial policies and procedures of the entire UW System.

• PeopleSoft is the support given by the vendor that is part of the contract.

1. Users need to make an initial determination if the problem or question is technical in nature or functional. Examples of technical questions include:

• 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.

• 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?

2. If the problem or question appears to be technical, they 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 SFS Help Desk (BFS Systems Department) at help@bfs.uwm.edu or ext. 4582.
   
   

3. If the technical problem can not be resolved at a campus level, then the Campus SFS Help Desk will contact the DoIT Help Desk. An example of this is if the problem is related to the server or the database in Madison or to the connection of the user�s PC or network to that server.
   
   

4. If it cannot be resolved at the DoIT Help Desk, the Help Desk agent will follow internal procedures for problem escalation and resolution. Communication of technical resolutions will go back to the Campus SFS Help Desk.
   
   

5. If the problem or question appears to be functional, users should contact the Campus SFS Functional Experts for assistance. Contact by email or by phone:
   
        * Purchasing � sfspur@bfs.uwm.edu or call ext. 4304 or 4301
        * Accounts Payable � sfsap@bfs.uwm.edu or call ext. 5404
        * General Ledger (Accounting Services) � sfsgl@bfs.uwm.edu or call ext. 6652
        * WISDM � wisdm@bfs.uwm.edu or call ext. 5995 or 4056
   
   

6. If the functional problem or question cannot be resolved at the campus level, the Campus SFS Functional Expert should escalate the problem to the appropriate UW System Functional Expert. Communication of functional resolutions will go back to the user who initiated the question.
   
   

7. If the UW System Functional Expert cannot resolve the problem or question, that individual will contact PeopleSoft to get a resolution.

At times it will be necessary to inform users that there is a problem with the system. This type of message will originate at DoIT and will be communicated back to each Campus SFS Help Desk. The Campus SFS Help Desk will then communicate the information back to the users.

If the problem is within the campus routing system, the Campus SFS Help Desk will initiate a message to the users on their campus. DoIT Help Desk will not be involved unless necessary.






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