Internal FastInfo Navigation Tree:

• Administration
  • Admissions
    • How do I troubleshoot and escalate Online Application Questions?
  • Bursar's/Cashiers
    • How do I triage Bursar, Cashier, Accounts Receivable Function questions?
    • How does a Cashiering customer connect to VPN if they have a firewall or NAT?
  • Human Resources
    • How do I triage problems with eHIRE?
    • How do I triage problems with eJOBS?
    • How do I triage problems with ETS, JDE, and PSS?
    • What do I do if someone calls about ePAN?
  • Learning Central
    • How do I troubleshoot and escalate Learning Central calls?
    • Why can't I use the TAB key during the Banner Navigation training?
    • What Banner training do I need as an advisor?
    • How do I triage when someone cannot log into Learning Central but could before?
  • LoboWeb
    • How do I triage calls from Advisors and Faculty using Banner/LoboWeb?
    • Triage: Issue with Faculty entering grades
  • Registration
    • How do I triage Registration questions?
    • How do I troubleshoot Catalog and Schedule issues?
    • How do I triage a Banner/networked printing issue?
    • Triage: What do I do with a user who gets the "LoboWeb is Unavailable" error?
• Authorizations
  • SC Triage: What is the 2nd (3rd) level contact information for Authorization?
  • How do I triage a question about the Banner Authorization Request?
  • How do I perform triage for the BAR error: "Supervisor ID..."?
  • How do I perform triage for the BAR error: "You have no Banner ID..."?
  • How do I triage a customer who must make changes to a BAR they have already submitted?
  • How do I triage a question on BAR status?
  • How do I triage a question about a BAR outage?
  • Triage: How do I route to Authorization SME (Shared Components)?
  • Triage BAR Error "ID is assigned to NetID..."
  • Why can't my Supervisor log in to Workflow?
  • Triage: Unable to log in to Banner
• Computing
  • Computer Accounts
    • How do I troubleshoot NetID and Password issues?
    • What if a student is admitted but cannot create a NetID?
    • Triage: What do I tell a person who is getting "Invalid Credentials" when creating a NetID?
    • Triage: What does Computer Accounts handle?
  • DSS
    • How do I triage problems with the Demographic Self Service (DSS) page?
  • E-Mail
    • What are some older links for Mulberry help?
    • Triage: What do I do if someone calls about the Mulberry download?
    • How do I triage myUNM Portal E-Mail issues?
    • Triage: How does someone cancel their GroupWise account?
  • myUNM Portal
    • How do I triage myUNM Portal issues?
    • SC Triage: Someone wants to know how to post a myUNM Portal Announcement
    • How do I triage myUNM Portal E-Mail issues?
  • Networking
    • What are the known irregular IP ranges on campus?
    • How do I troubleshoot a networking problem?
    • How do I troubleshoot networking problems for a single workstation?
    • What are UNM's DNS numbers and subnet?
    • What are a couple of IP numbers I can use for testing DNS?
    • Calls from QWest
    • What is the key for the secure wireless tier?
    • How do I triage 3-tier Wireless problems?
    • SC Triage: How do I test dial-up for a walk-in user on SC phones?
    • How does a user request wireless in their building ahead of Mesh implementation?
  • Printing
    • How can I set up a printer in my office that all the computers on Main Campus can print to?
    • How do I triage a printer problem?
    • How do I triage questions on University Printing Services?
  • UNIX
    • What are some common UNIX-related items that we triage?
  • WebCT Vista
    • How do I triage a WebCT Vista question?
• Finance
  • Accounts Payable
    • How are Banner transactions for Reimbursements, Honorariums handled?
    • How do I triage a question of the DP-EZ?
    • How do I triage DP-EZ printing issues?
  • Accounts Receivable
    • How do I forward Accounts Receivable issues?
    • How do I triage an Accounts Receivable technical issue?
  • General
    • How do I look up the status of a Banner Finance document?
    • Why do I get the error "fund is inactive or invalid"?
    • Triage: How do I know which Finance department to select in the "Fin Generalist" menu?
    • As a triager, what basic information should I record in every Banner Finance incident?
    • How do I get access to or help for the OTIS system?
    • How can I triage a question about OTIS?
  • Purchasing
    • What is the Purchasing Department's contact information?
    • How do I triage a question about requisition status?
    • How can a customer track the status or history of a purchase requisition that they created in LoboMart?
    • How do I triage a question about the SPQ?
    • How are Banner transactions for "Purchase of Non-Capital Goods" handled?
    • How are Banner transactions for "Purchase of Capital Goods" handled?
    • How are Banner transactions for "Purchase of Services" handled?
    • Triage: LoboMart error "Maximum number of retry attempts has been reached, the PR has been cancelled"
    • Triage: LoboMart requisition errors
    • SC Triage: What do I do with the LoboMart 500 error?
• Hyperion
  • How do I perform support triage for Hyperion technical issues?
  • How do I triage STAC Hyperion calls?
  • SC Triage: How do I have the user check their system performance?
• Support Center Procedures
  • ACD / Voicemail
    • How can we listen to the current ITS Support Center ACD announcements?
    • How do I check the voicemail for the ITS Support Center?
    • What is the process for handling the ACD phone line?
    • How do I change the messages at the front of our queues and the voice/night mailbox?
  • Emergency Procedures
    • Triage: ITS Support Center Emergency Procedures
    • SC Coords: As a CoD, what steps should I take during an emergency outage or other major issue?
  • General
    • Service Level Management
    • How do I forward a chat to the 2nd level of support?
    • What is the relationship between the ESS and the ECC?
    • How do I submit a suggestion for an ESS Internal FastInfo?
    • How do I create a Peregrine Incident (IM) from a FastInfo ticket?
    • How do I reimage the ITS Support Center Dell computers?
    • How do I use BadCopy Pro to recover disks?
    • How can I tell if DSYS has picked up a page?
    • Is there an email I can use to have a client forward something to the Support Center?
    • SC Triage: How do I test dial-up for a walk-in user on SC phones?
  • RightNow
    • How do I monitor Chat Support?
    • How do I create an incident in RightNow?
    • How do I reply to a customer's AAQ with a resolution?
    • How do I forward an AAQ to a DSMG?
    • How do I process an incoming Chat?
    • As a FastInfo agent, what is the process for replying to a customer with a resolution?
    • How do I correct RightNow contacts with no name information?
    • How do I take care of invalid contacts in RightNow?
  • Support Coord
    • What is the contact information for the Support Center Coordinators?
    • How do I route an incident to a Support Center Coord when they've asked me to save it for them?
    • As a FastInfo agent for Finance, how do I handle an incident that requires additional research?
    • Support Coords: SYSINFO-Listserv explanations for previously unplanned outages
    • Support Coords: What is the process for escalating a 2nd copyright disconnect?