OCI Request Center

1. Once submitted, an OCI staff member will prioritize and assign your ticket to an OCI staff member OR will triage the request to the appropriate office (e.g. tickets submitted to OCI for support with employee pay will be triaged to HR staff).
2. You will receive an email letting you know whether your ticket has been assigned to OCI or forwarded to another team.
3. Once assigned, an OCI staff member will email a follow up (at least weekly) to keep you updated on the status and issue resolution. You will be informed of the outcome and any next steps.
4. OCI will close ticket after consulting with you to confirm the issue is resolved. Closing a ticket is done in partnership with the OCI analyst and ticket requester; please respond to emails from the OCI analysts to ensure all parties are satisfied with the resolution.

1. Pending:  Request is in OCI’s queue and will be looked at as soon as a resource becomes available. OCI staff will review the list of Pending requests on an ongoing basis. Status changes will be visible on the Service Request Tracker.
2. Active: Request is in OCI’s scope and work is in progress to resolve the issue. The time frame for resolution depends on the complexity of the issue and the priority classification. The Service Request Tracker provides up-to-date information relating to the status, action steps and target resolution date.
3. Canceled: Request is outside of OCI’s scope or was forwarded to OCI in error. Whenever possible, OCI staff will forward such requests to the appropriate office for resolving the issue.
4. Resolved: Request has been addressed, work has been completed and the issue is considered closed. OCI will send a close-out notification to the Requester. Resolved requests will be archived and kept on file. If a user experiences a similar issue in the future, the tracking number included in the notice will help OCI staff locate the file history.

1. Critical: Impacts people’s livelihood. Time sensitive issues where the fix is needed immediately. Work has stopped and deliverable is due that day. System or business process workarounds do not exist or exist but are not practical. Examples of Critical tickets include 1) all payroll issues, 2) all student refund issues, 3) all vendor payment issues, 4) Bronco Hub production is down.
2. High: Time sensitive issues where the fix is needed within a week. Work has stopped and deliverable is due within 1 week. Workaround exists but is not sustainable. Examples of High tickets include 1) updating approval routing of submitted transactions because the approver is on leave or has left the university and the transaction needs to move through the approval workflow, 2) security changes.
3. Standard: Everything else. Workarounds exist and are reasonable. These tickets are worked on in “first in first out” basis or based on need by date if there is one. An example of a Standard ticket is an employee can’t complete an action in the system due to functionality.

OCI allocates significant resources to tickets classified as “Critical” or “High” in order to expedite resolution. OCI staff reviews “Standard” service requests on an on-going basis in order to resolve all production issues and improve functionality as resources allow.