The main contact for those within the capital projects work stream will be the subject matter expert (SME) in their area. The SME will contact the project team and/or the area’s manager/director with process-related questions. The escalation process described below will be followed.

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
    1. 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
    1. 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
    1. The SME can review/answer question with other managers/leadership
    2. 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.
    3. 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.
    1. SME or supervisor contacts Customer Service Center (CSC): itap@purdue.edu  or 765-49-44000
    2. 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.
    3. 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
    1. 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 contacting any of the resources, please be as specific as possible in explaining the reason for contacting them. This will help expedite the response.

We hope this information is useful as we navigate our new way of doing business. If you have questions about any of the resources available to you, please contact bpr@purdue.edu.  The information above is also viewed on the EAM – Capital Projects Help Center webpage. 

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