Document number: 15077

 

NorthStar Enterprise tickets are tickets that indicate a problem that effects several users. It usually involves a server problem. When you experience a problem involving the PeopleSoft network, you may wish to check NorthStar first and see if there is a Enterprise ticket on the problem. If a problem has been reported, you can add yourself to the ticket. Once the problem is solved, you will be contacted.

Users of NorthStar on the web cannot create an Enterprise ticket. If you have an issue that may affect several users, please contact Technical Support Operations . They can open a ticket for you. The Operations group will determine if the ticket should be posted to NorthStar web.

Click on one of the following choices for more information:

Viewing open Enterprise tickets
Adding yourself to an open Enterprise ticket

 

 

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Viewing open Enterprise tickets

To view open Enterprise tickets, follow these steps:

1. Launch NorthStar. Login in if necessary.

2. The first page you see after you log in should be My Home Page. Scroll down the page to the Enterprise Tickets section.

   • Note: If you are the user that called in the Enterprise ticket, that ticket also appears in the My Tickets section of My Home Page.

3. To view the issue covered by an Enterprise ticket, click on the ticket number.

 

You should view a ticket before adding yourself to it. For instructions on how to add yourself to a Enterprise ticket, click here.

 

Click here to go back to the beginning of this document.

 

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Add yourself to a Enterprise ticket

Note: If a ticket is not an Enterprise ticket, you cannot add yourself to it.

You only need to add yourself to a Enterprise Ticket once. To see if there is a Enterprise ticket on an issue you are experiencing and to add yourself, follow these steps:

1. Launch NorthStar. Login in if necessary.

2. The first page you see after you log in should be My Home Page. Scroll down the page to the Enterprise Tickets section.

3. You should view a ticket before adding yourself to it. To view the issue covered by a Enterprise ticket, click on the ticket number.

4. Make sure that the issue reported is the issue you are experiencing. To add yourself to a ticket, click on the Add Me icon at the top of the page describing the Enterprise ticket.

5. If the ticket you are viewing is NOT related to the problem, or you are not sure that it is related, please contact Technical Support Operations , especially if the issue is an urgent one. Alternatively, you may open a NorthStar ticket yourself. For instructions opening a NorthStar ticket, see Eureka! document 70001 — How to create a service ticket in NorthStar.

6. If you have not added yourself to the Enterprise ticket, you may go back to My Home Page, click on the Back button in your browser.

7. You may continue to view other Enterprise tickets to ascertain if any of the open Enterprise tickets pertain to your issue.

 

If you have added yourself to a Enterprise ticket, you should receive notification when the issue is resolved.

 

Click here to go back to the beginning of this document.

 

 

 

 

 

 

 

Created by the PeopleSoft Knowledge Management Team.
Copyright © 2002 All rights reserved.
Created: kcw 11/17/2000
Revised: kcw 04/02/2002
Reviewed: 09/10/2004