ESR Support & Escalation
The Enterprise Renewal Systems (ESR) was a multi-year, multi-system initiative to replace institutional systems. Academic Affairs has remained a committed partner to ITS in the implementation of these systems. During this transition, Academic Affairs has implemented several efforts.
This ESR Support & Escalation Guide is a high-level starting point to find the assistance you need for ESR Systems. Using a tiered system, the links provide navigation to a host of resources, support tickets, escalation contacts, and enhancement requests. This guide is designed primarily for transactors, although employees may also find this information helpful.
| Tier 0 | "What Can I Do on My Own?" | Blink, KBAs, Job Aids, Training, FAQs, CoP |
| Tier 1 | "Where Can I Get SME Help?" | Office Hours, Help Desk, Support Tickets, Tiger Team |
| Tier 2 | "Who Can Help Escalate?" | Escalation Contacts, Escalation Ticket |
| Tier 3 | "How Do I Suggest Enhancements?" | Tiger Team, Enhancement Ticket, BAH |
| Samples provided may not apply to all ESR areas. |
UCPath
| Tier 0 | Find Resources |
| Tier 1 | Request Services & Support |
| Tier 2 | Escalate Issues |
| Tier 3 | Suggest Enhancements |
Oracle Financials
| Tier 0 | Find Resources |
| Tier 1 | Request Services & Support |
| Tier 2 | Escalate Issues |
| Tier 3 | Suggest Enhancements |
Ecotime
| Tier 0 | Find Resources |
| Tier 1 | Request Services & Support |
| Tier 2 | Escalate Issues |
| Tier 3 | Suggest Enhancements |