ADM OnBase Off-Hours Support: 2015-2016 Admissions Cycles

• Starting December 1st, 2015 – the ESO OnBase support team will provide limited off-hours OnBase support to Admissions staff Monday – Thursday 5:00pm – 9:00pm, and Saturdays 9AM – 5PM.
• During this period Admissions staff should use the following guidelines to report OnBase issues to the ESO OnBase Support team:
  • Critical Issue: defined as a problem that a user cannot move past to continue working in OnBase or a problem which is impeding efficient reading. In such cases the user should contact either Lauren Vildostegui or Jon Korhonen to report the issue.  Lauren/Jon will then reach ESO staff, who will assess the situation and escalate the problem to IS&T as necessary.
  • Non-Critical Issue: non-critical issues such as a locked file or any issues for which we need a third party (including processing staff or IS&T), and which the user can move past and continue working in OnBase should continue be reported to eso-onbasesupport@bu.edu.  ESO OnBase support staff will not be actively monitoring incoming emails during off-hours support; the issue will be addressed the next business day.
• ESO will provide full support to Admissions on Saturdays when staff are scheduled to work in the office. Issues should be reported using the ServiceNow ticketing system for both OnBase & the Network.
• Admissions staff should avoid using OnBase during the following IS&T/OnBase maintenance windows: Tuesday, Wednesday, and Thursday from 2:00 AM – 6:30 AM and Sunday 12:00 AM – 8:00 AM.

This entry was posted on Monday, November 23rd, 2015 at 10:05 am.