Users' responsibilities when logging a NorthStar ticket

Users' responsibilities when logging a NorthStar ticket

Document number: 15277

When you log a NorthStar ticket on the web, you are responsible for the following:

Providing a method of contact if there are questions about your ticket. If you ask to be contacted by phone, you are responsible for making sure that your phone number in the PeoplePeople Directory for your Internal Office Phone is correct. If you wish to be contacted at a different number, you are responsible for providing a number at which you may be reached in the field provided.
Choosing the most appropriate problem category (for example, "Software Applications", "Communications", etc.) and choosing the best answer to each question from the drop-down options in order to appropriately categorize the request.
Providing a clear description of the problem; "computer problem" is generally not enough. If you are getting an error message, please provide the full text of the message, or better yet, provide a screenshot of the error as an attachment.
Contacting Technical Support Operations if the matter is urgent and you log a ticket on NorthStar on the web. Contact Technical Support Operations immediately at 6-PSH-2222 (from a PeopleSoft office), 888-547-7435 (Toll-free, US), or 925-694-2222 (all other sites) to expedite the ticket. If the call is not answered live, you must leave an urgent voicemail message about the ticket. Instructions on how to flag a message urgent are included in the TSO answer message.
Sending confidential HR information properly. If you need to send this kind of information relating to an HRDB ticket:
- Click the "To view your ticket details or add an attachment, click here" link.
- On the next page (the ticket details page), click on the "HRDB Support Team" link, which creates an email for you to include any confidential attachments or information for your ticket.
- Do NOT include any confidential information in the NorthStar ticket itself or in an attachment to the ticket.