Support Framework

Last Updated: June 10, 2022 8:35:33 AM PDT

This guide describes the use of a multi-tiered support framework designed to help the Budget & Finance community, including faculty or staff with financial responsibilities, identify resources.

“What Can I Do On My Own?”

These self-service options apply to you if you:

Want to find published support information anytime
Don’t want to wait in line for your question to be answered
Don’t know who your department Subject Matter Experts (SME’s) are

Self-Service Resources:

Tier 1: "Where Can I Get Help?"

Tier 1 applies to you if you:

Have a question that is unable to be answered by your department SME or self-service resources
Have a question that can be quickly answered by a knowledgeable representative
Need to process a transaction in Services & Support
- E.g. “I need you to process/approve/route…”

Resources:

Attend an Office Hours session
Contact the Finance Help Line
- Tuesday - Thursday, 10am - 12pm | 1pm - 3pm
- (858) 246 - 4BFS | (858) 246 - 4237
Submit a request ticket in Services & Support

Tier 2: "Who Can Help Escalate?"

Tier 2 applies to you if you:

Unsure how to submit your request/ticket
Have submitted a ticket and are not receiving a response
- Please try to give agents enough time to process your requests before escalating the ticket
Identify something that does not seem to be working properly

Resources:

Contact the central support team directly at financesupport@ucsd.edu
Submit a Ticket to Budget & Finance Support
Find the form in our Request Catalog to process your transaction request

Tier 3: "How Do I Suggest Enhancements?"

Tier 3 applies to you if you would like to suggest:

An enhancement to a financial system
Idea to streamline a financial business process
Oracle & Concur financial reporting enhancement

Resources:

Use the Support Framework Chart to guide you through the resources available to you.

Find answers, request services, or get help from our team at the UC San Diego Services & Support portal.