August 25, 2008
New feature launched on OnePurdue SAP portal
OnePurdue visitors who enter the site through the SAP portal -- https://erp-portal-prd.itap.purdue.edu/irj/portal -- will find a new feature designed to provide users an improved means for contacting a customer service representative.
A new "Feedback and Support" link, located within the OnePurdue portal on the top, right-hand portion of the page, was activated Wednesday, Aug. 20. Clicking the link will launch a blank e-mail form addressed to firstname.lastname@example.org. After the user inputs an issue, question, suggestion or comment and sends the message, an ITaP customer service representative will attempt to troubleshoot the issue.
In some cases, however, where the customer service representative is unable to provide a resolution, the user's ticket will be reassigned to the appropriate functional Business Services or ITaP department.
Essentially, the ITaP Customer Service Center wants users of the OnePurdue SAP portal to know that their input is important and that it is being heard, said Dwight Snethen of ITaP Customer Relations.
"A support structure is in place," Snethen said. "This new link will take users to a resource that will make certain their concerns are addressed and answered whenever possible. If the concern cannot be handled in a manner that satisfies the user, their input and feedback will be elevated to the appropriate Business Services level."
Purdue launched OnePurdue in February 2007. It was an undertaking that streamlined business processes and provided accurate, real-time information and Web-accessible services to faculty, staff and students across the four campuses.
Links available through the OnePurdue SAP portal take authorized Purdue personnel to Employee Self-Service, Financial Systems, and Human Resources sites.
As always, staff are encouraged to first check out the online self-service materials in the event their issue has been addressed previously. Users can start at the OnePurdue help page: http://www.purdue.edu/onepurdue/help/index.shtml.