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Use Oracle Help Desk to manage service requests

Nov. 3, 2020, 1:16 PM

The HR Payroll, HR Benefits, HR Records, International Tax, Process and Systems Optimization (Oracle Cloud/SkyVU) and eCRT Teams are now using the Vanderbilt Administrative Support Tickets (VAST) process via Oracle Help Desk to manage requests for user assistance.

Key benefits of this tool include:

  • Direct correspondence: All users will receive information and update notifications regarding their requests via email and can respond directly via email; and
  • Status updates: Faculty, staff and student workers also will have access to submit requests and correspondence, as well as monitor the status of their requests directly within the system.

Process overview

Please review the following quick demo of the service request process using Oracle Help Desk:

All faculty and staff are encouraged to submit their requests online in Oracle (review the instructions here) to select their request category and ensure faster routing to the proper support team members.

However, if a user does not have access to request assistance in the system, they also may send an email to the group’s team email address, and a service request will be created automatically. Please send your request to only one team email address to avoid duplication. In addition, please note that the email submission method does require manual categorization and routing that may delay your receiving a response.

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