ERS Account Request Procedure
Last Revised:
10/18/2012
DRAFT
10/18/2012
ERS Account Request Process
DRAFT
REVISION CONTROL
Document Title:
ERS Account Request Procedure
Author:
CMS
File Reference:
ERS Account Request Procedure.docx
Revision History
Revision Date
Revised By
Summary of Revisions
Section(s)
Revised
08/30/12
Y. Hepperle
Added information on how to access the Service
Now Knowledge documents
5.0
10/16/2012
Y. Hepperle
Revised the document to reflect the new ERSx
template
Section 4.0
Review / Approval History
Review Date
Reviewed By
Click here to
enter Review
Date
Click here to
enter Review Date
Last Revised: 08/22/12
Action (Reviewed, Recommended or Approved)
Click here to enter Review Date
Page ii
ERS Account Request Process
Table of Contents
DRAFT
Page
1.0
Introduction ....................................................................................................................................................... 4
2.0
Account Request Form Completion .................................................................................................................. 4
3.0
Confidentiality Form .......................................................................................................................................... 6
4.0
Service Now Ticket Creation ............................................................................................................................ 8
5.0
Attachments .................................................................................................................................................... 15
6.0
5.1
Adding an Attachment ........................................................................................................................... 15
5.2
Attachment Removal ............................................................................................................................. 16
Submitting the ticket........................................................................................................................................ 18
Last Revised: 08/22/12
Page iii
ERS Account Request Process
1.0
DRAFT
Introduction
Campus users must use Service Now to request access to ERS. There is a request form with prepopulated data
and a confidentiality agreement posted online at http://www.calstate.edu/es/intranet/applications/aa/ers/ . Both
forms should be filled out by the requestor and then submitted to the campus IR Director for approval. The IR
Director or their delegate would open a Service Now ticket. The following procedures will detail this process.
2.0
Account Request Form Completion
The following ERS account request form is located on the web at
http://www.calstate.edu/es/intranet/applications/aa/ers/ . It should be completed and attached to a Service Now
ticket.
Last Revised: 10/12/2012
Page 4 of 22
ERS Account Request Process
DRAFT
Complete the form as follows:

Requestor Name and Email: Enter the information of the person requiring access.

Account: This field will only require an entry if the user already has an account that requires modification,
deletion, or needs to be unlocked.

Campus IR Director Name and Email: Enter the information of the person authorizing the access.

Date Submitted: This will be the date the request was initiated.

Does requestor have access to any of the following systems: APDB, SFDP, IPEDS, FIRMS: Often an
ERS user may already have an account in the database and subsequently only requires the addition of the
roles described in the Role section of the form.

Confidentiality: Check the box and attach the form to the ticket along with the request form.

Role: No changes are required here but for the Action select whether to add or remove the roles.
Save the form with a file name. An example would be RequestForERSAccountForm_35_20120809.doc, where 35
is the campus code and the date indicates when the form was created. Attach the form to the Service Now ticket
along with the completed Confidentiality form.
Last Revised: 10/12/2012
Page 5 of 22
ERS Account Request Process
3.0
DRAFT
Confidentiality Form
Please read and sign the confidentiality form located at http://www.calstate.edu/es/intranet/applications/aa/ers/
And have the manager print and sign their name as well.
Last Revised: 10/12/2012
Page 6 of 22
ERS Account Request Process
DRAFT
Last Revised: 10/12/2012
Page 7 of 22
ERS Account Request Process
4.0
DRAFT
Service Now Ticket Creation
New users to the Enrollment Reporting System (ERS) application will need an Account. The above form should
be completed, along with the Confidentiality Form, and attached to a Service Now ticket. The Service Now
ticketing application can be accessed via the CSU Portal at https://portal.calsate.edu, Select your campus from
the dropdown per the following screenshot:
Click Login once a campus has been selected.
You will be directed to the CSU Portal website.
Last Revised: 10/12/2012
Page 8 of 22
ERS Account Request Process
DRAFT
Select the IT Support link.
Click the Login link located in the left column and the Service Now self-service screen will display.
Screen content may differ from user to user.
Last Revised: 10/12/2012
Page 9 of 22
ERS Account Request Process
DRAFT
Selecting the Create an Enrollment Reporting Request link will invoke an ERSx specific template
When that link is selected a template will appear similar to the following screenshot. This template will display a
series of fields that have default values or require a selection from a group of values.
Complete the fields as per the following.
NOTE: Fields with a red bar are mandatory.
Last Revised: 10/12/2012
Page 10 of 22
ERS Account Request Process
DRAFT
The Name and Location of the ticket initiator will default into those respective fields. No action is required on
behalf of the ticket initiator.
The first field that will require a decision is Severity. The default will be Campus-Specific and can be left as that
or one of the following other options can be selected. Clicking on the More information link will display the
definitions of the Severity values.
The Urgency field should be selected based upon the level of impact to the business. The default value will be
Low. If the issue prevents a user from performing a key business task then select the value of High. Most
requests, specifically new account or password resets, warrant a value of Medium. Requests, Questions or HowTo type of tickets should be set to an Urgency of Low.
Last Revised: 10/12/2012
Page 11 of 22
ERS Account Request Process
DRAFT
The Type field will default to Access Request/Problem as the majority of the tickets are account creation or
password reset requests for the ERSx application. Selecting the dropdown arrow will provide additional values
should the default value not apply to the purpose of the ticket. Clicking on the More information link will display
the definitions of the Type values.
The Category field will display Enrollment Reporting System (ERSx) and cannot be changed as this template is
specific to ERSx.
The Subcategory field will further define the purpose of the ticket. It defaults to Account Request/Modification as
the majority of the tickets are account creation or password reset requests for the ERSx application. Selecting the
dropdown arrow will provide additional values should the default not apply to the purpose of the ticket. The More
information link will provide a description of the purpose of this field.
Last Revised: 10/12/2012
Page 12 of 22
ERS Account Request Process
DRAFT
The “Which Module?” field will display values based upon the Type value selected above. If the default value for
the Type field is left as Access Request/Problem the only value for the “Which Module?” field will be ERSx
because this type of request is application, not module, specific.
When the default value of the Type field is changed to any value other than Access Request/Problem then all
seven ERSx module values will display when the dropdown arrow is selected.
Last Revised: 10/12/2012
Page 13 of 22
ERS Account Request Process
DRAFT
If the Type and Subcategory defaults are left intact note that the Term and Year field will be grayed out. The
reason is that Account Request/Problem Types are application, not module, specific and therefore do not require
a Year or Term.
If any other Type is selected all modules will be available and a Term and Year will be required.
Last Revised: 10/12/2012
Page 14 of 22
ERS Account Request Process
DRAFT
Provide a brief summary of the issue in the Short Description field. This field limits the description to
approximately 140 characters. Selecting the More information link will provide a brief explanation as to the
purpose of this field.
The Please describe your issue below field allows for a more detailed and involved narrative of the issue.
Selecting the More information link provides more information about this field.
This is the extent of the information required with the exception of any attachments that are related to the ticket.
For a Type of Account Request/Problem and a Subcategory of Account Request/Modification the account
request form described in Sections 2.0 and if appropriate the confidentiality form described in section 3.0 should
be completed and attached to the ticket.
5.0
Attachments
Service-now.com makes it easy to upload a file attachment to an Incident.
5.1
Adding an Attachment
1. Navigate to the Incident record to which you want to attach the file.
2. Click the paper clip icon in the upper-right corner.
The Attachments selection box appears.
Last Revised: 10/12/2012
Page 15 of 22
ERS Account Request Process
DRAFT
3. Click Browse and navigate to the file you want to attach.
4. Click Attach to attach the file to the record.
The selected file appears in the Current file Attachments list in the selection box and at the top of the record.
NOTE: The document can be viewed by clicking [view].
5. Repeat Steps 3 and 4 to upload additional attachments. After all attachments are uploaded, click the x in the
Attachments box to close it.
5.2
Attachment Removal
To remove an attachment from an Incident record:
6. Click the Attachments link located at the top of the form:
Last Revised: 10/12/2012
Page 16 of 22
ERS Account Request Process
DRAFT
The Attachments dialog box is displayed.
7. Click the checkbox preceding the attachment(s) to be deleted.
8. Click Remove. The attachment is deleted from the record.
Last Revised: 10/12/2012
Page 17 of 22
ERS Account Request Process
6.0
DRAFT
Submitting the ticket
When all the fields have been filled out and all relevant documents have been attached submit the ticket. The
submit button is as the bottom of the template.
Last Revised: 10/12/2012
Page 18 of 22
ERS Account Request Process
DRAFT
Once the ticket has been submitted the following screen will display the results of the data input via the template.
Last Revised: 10/12/2012
Page 19 of 22
ERS Account Request Process
DRAFT
Select the Homepage link in the left column and all tickets opened by that particular user will display.
This will help keep track of the tickets that were created an individual.
Last Revised: 10/12/2012
Page 20 of 22
ERS Account Request Process
DRAFT
Another feature available to Self Service users is the ability to see ERS tickets that were created by other users.
Last Revised: 10/12/2012
Page 21 of 22
ERS Account Request Process
DRAFT
The three ERS links above are self-explanatory but do provide access to all ERS tickets. Selecting any one of
these links
will display a ticket report similar to the following example of the ERS All Incidents report.
This particular template was created exclusively for Enrollment Reporting System (ERSx) users, both at the
campus and centrally at the CO.
Last Revised: 10/12/2012
Page 22 of 22