Capital Projects Help Center

Training starts September 2017

Training will be organized according to the work or tasks that need to be completed. For example, if you complete work orders today, you will attend a training session on how to process work orders through SAP functionality. More information is available on the Capital Projects Training web page.

What happens after Training

Deployment Help Escalation Process 

Below outlines guidelines for different areas/types of inquiries that might arise following deployment. 

College/Departmental Capital Projects Request Assistance

If you are completing the online capital projects request and have process-related questions, please contact the facility manager for your area.  

Facility managers can directly contact managers of the appropriate department to review questions/answers.

If you are fiscally approving or providing funding sources and have questions, please contact your Director of Financial Affairs.

Physical Facilities Departments

There are several departments, such as Capital Program Management, Asset Management and Physical Facilities Fiscal Affairs, that are directly impacted. Within those departments are embedded subject matter experts that likely led or assisted with training. Please seek their guidance with your questions. As always, the manager or director can also assist. 

Help Guidelines

During deployment, you might encounter process questions, SAP functionality questions or could come across system issues. However, you have resources available to assist you in finding the right solutions.
Process Questions Escalation Process for Employees:

An example of a process question, “How do I complete this task in the system?”

  • Employees can review their questions with the SME for their area
  • Employees can forward questions to supervisor
    • Supervisor answers based on their knowledge, or contacts their supervisor/manager for guidance.
SAP Functionality Questions Escalation Process for Employees:

An example of a SAP functionality question, “I’m using the right transaction code but the screen looks different.”

  • Employee can search GoldAnswers at https://www.purdue.edu/goldanswers 
    • GoldAnswers is an online self-help tool with Purdue-specific information including tips and tutorials on resolving computer issues.
  • Employees forward question to their SME
      • The SME can review/answer question with other managers/leadership
      • The SME or employee’s supervisors can send questions to Business Systems Competency Center (BSCC)
    bsccsupport@purdue.edu
       to receive answers
      • Example of when to email BSCC: “I can access the request/project, etc. but I have a question about a specific function within the system.
    • If the SME/Supervisor agree employee should reach out to the support resource on their own, simply copy the SME/Supervisor on the answers – so they know when the question loop has been closed.
System Questions Escalation Process for Employees:

An example of a system question, “I’ve logged in but can’t access the request/project.”

  • Employee informs SME or supervisor of system issue.
    • SME or supervisor contacts Customer Service Center (CSC): itap@purdue.edu or 765-49-44000
    • SME or supervisor contacts project personnel or subject matter expert through the WebEx (chat) link or phone number: https://purdue.webex.com/join/dhawkin or 855-282-6330. The WebEx/Chat room is a virtual or real room with project personnel and other experts ready to assist with questions. This source allows for multiple people to discuss and problem solve.
      • WebEx should be used for SAP-related issues where several team members would like to discuss the solution to an issue together.
      • WebEx is a good resource for group meetings where entire teams or members of teams can participate in the discussion.
    • If the SME/Supervisor agree employee should reach out to the support resource on their own, simply copy the SME/Supervisor on the answers – so they know when the question loop has been closed.
  • Employee can search GoldAnswers at https://www.purdue.edu/goldanswers
    • GoldAnswers is an online self-help tool with Purdue-specific information including tips and tutorials on resolving computer issues. As deployment progresses, GoldAnswers will become a valuable source for the SME, supervisor and employee. Continued communication will point to GoldAnswers articles when they are published.

When you make contact with any of the resources, please be as specific as possible in explaining the reason for contacting them. This will help expedite the response.

Purdue University, 610 Purdue Mall, West Lafayette, IN 47907, (765) 494-4600

© 2017 Purdue University | An equal access/equal opportunity university | Copyright Complaints | Maintained by Organizational Effectiveness

Trouble with this page? Disability-related accessibility issue? Please contact Office of Communication and Change Management at OEcomm@purdue.edu.