The FI$Cal Service Center (FSC) strives to provide our clients with excellent customer service. The following tips will assist us with resolving your issues as quickly as possible when you contact the FSC.
- Try clearing the cache on your computer and then retry the process. Your cache history can be the culprit on many system issues. If you are not sure how to clear the cache on your computer, view our videos for instructions.
- Provide the business unit and a clear description of the issue or request in the subject line of your email to the FSC. For example, if the issue or request is related to Month End/Year End Close, make sure to include MEC/YEC in the subject line.
- Provide the FI$Cal User ID you were using when you encountered the issue you are reporting. Some end users have multiple User IDs and our FSC Level 2 representatives need to know which profile you were using when you encountered the issue to help you in resolving it.
- List the steps you went through when you encountered the issue.
- Include relevant screenshots that show the URL, menu breadcrumbs and date/time. This will assist the Level 2 representatives in validating the website/URL on which you encountered the issue, the menu path you navigated to, and the date/time of the incident. This information is helpful to the Level 2 representatives as they investigate and try to resolve the incident.
- Provide the contact information of the end user who encountered the issue (not the contact information for a super user or other end user). FI$Cal production transactions are tied to an end user’s credentials so it is imperative the Level 2 FSC representative is working with the user who is actually encountering the issue in order to successfully resolve the incident.
- If the incident being reported is a budget-related issue, identify the application being used when the issue was encountered — Hyperion or PeopleSoft.
- Describe any workarounds you are doing that allow you to complete the process while waiting for resolution of your incident (external process, i.e. claim schedule).
- Identify if the issue is affecting production and what the issue is preventing you from completing.