14 October 2024 OneSource Helpdesk Did you know OneSource has a dedicated helpdesk to support you with any questions or help you may need relating to OneSource, this covers Finance, HR, Payroll and Procurement? Not sure of a process or how to carry out an activity in OneSource? No issue, all support and guidance can be found in both OneSource and our OneSource intranet page where you can find Quick Reference Guides, training videos and Frequently Asked Questions. Training and Support (walsall.gov.uk) Frequently asked questions (walsall.gov.uk) You can find the content in OneSource under Me>Help Guides & Videos Still unsure? Contact your manager who should be able to support your query. Need a bit more specialist help, guidance, or OneSource action? No problem the team can help! It is important you raise a helpdesk ticket rather than emailing team inboxes or individuals as it is difficult to manage the priority, as well as not having visibility if someone is off absent or on leave. The helpdesk allows the queues to be managed within that team, so everyone can see the live tickets, priority order, age of the request and can reallocate if required. How to raise a helpdesk ticket Raise a Helpdesk Ticket Hints & Tips When raising your ticket, name the ticket something useful in the title. E.G ‘error message when trying to create an expense.’ Put as much detail as you can about your query or question. What the issue is Who is it effecting employee/customer/supplier number What are you expecting, Screenshots of any error messages or other related details (you can add attachments - see instructions). This will all help your query resolution time and will be less likely not to be sent back to you requesting further information. You can track your ticket at any time so you can see who it is with and what status it is in. We have tried to reduce the number of categories you have to select from, to make it as easy as possible for you. However, it is important to select the right one as this drives who your ticket goes to. If you get it wrong, it will get reallocated, but this will only delay your ticket being looked at List of new categories and the reason you would select them Whilst there is a dedicated OneSource telephone number the below categories span not only the technical team but also Finance, HR, Payroll, and Procurement so raising a ticket rather than a call will be much more effective. Please note the OneSource telephone number will be turned off before the end of the year. Category What you would use this queue for Absence related query If you have a query about your absence this category will route the query to our HR colleagues who can support. Learn related query If you have a query about your training records or training courses this category will route the query to our Training colleagues who can support. Health & Safety query If you have a query about a health safety matter this category will route the query to our H&S colleagues who can support. Recruitment If you have a query about a recruitment (advert/shortlist/interviews) this category will route the query to our Recruitment colleagues who can support. Supplier/payee query If you have a query about a supplier this category will route the query to our Finance (AP) colleagues who can support. Supplier Invoice payment query If you have a query about a supplier invoice this category will route the query to our Finance (AP) colleagues who can support. Customer invoice/credit query If you have a query about a customer invoice or credit this category will route the query to our Finance (AR) colleagues who can support. Customer debt report query If you have a query about a customer debt report so you can see what is still owing this category will route the query to our Finance (AR) colleagues who can support. Access request/cannot log in If you or one of your members of staff have a technical issue about being able to access One Source this category will route the query to our One Source Support Team. Not receiving email notifications If you or one of your members of staff have a technical issue about not receiving system/email notifications this category will route the query to our One Source Support Team. Report query If you have a One Source report that is not doing what you need it to do or have a further requirement this category will route the query to our One Source Support Team. Expense issue If unable to submit an expense claim or expense type this category will route the query to our One Source Support Team. NB – Expense claims not being approved/ not paid should be raised with your manager. Overtime issue If unable to submit an overtime claim or overtime type this category will route the query to our One Source Support Team. NB – Overtime claims not being approved / not paid / missing claims should be raised with your manager. Pay related query If you have a query with your payslip regarding the calculation where the claim value is not as expected this category will route the query to our Payroll colleagues who can support. Sourcing query If you have a query in relation to the sourcing process this category will route the query to our Procurement colleagues who can support. Contract query If you have query in relation to the Contracts/Contract management process this category will route the query to our Procurement colleagues who can support. Ordering issues If you have query in relation to Supplier ordering queries this category will route the query to our Procurement colleagues who can support. Schools HR Queries If you are contacting us from a school and need some HR support this category will route the query to our schools HR colleagues who can support Unable to view or complete a CIC or request for support If you are having any issues or support need with your Continuous Improvement Conversations this category will route the query to our HR OD colleagues who can support Structure/hierarchy query If you have a technical issue about being able to see your team structure or need to update your structure this category will route the query to our One Source Support Team. HR related query If you have a general HR query this category will route the query to our HR colleagues who can support. Freedom of information requests If you have received a FOI request regarding People matters this category will route the query to our HR colleagues who can support. (Please ensure Information Services are notified in the usual way) Personal File Information -SAR If you would like to request your personal information file data request seeking details of employment this category will route the query to our HR colleagues who can support. (Please ensure Information Services are notified in the usual way) Job evaluation - Employee led If you have a Job evaluation request or query which is Employee led this category will rout the query to our JE colleagues who can support Job evaluation - Manager led If you have a Job evaluation request or query which is Manager led this category will rout the query to our JE colleagues who can support Honorarium – Additional duties If you have an Honorarium (additional duties) request or query which is Manager led this category will rout the query to our JE colleagues who can support Journals/General ledger If you have a query about a journal or general ledger this category will route the query to our Finance colleagues who can support. AR Self Code linking If you have a query about AR Self code linking this category will route the query to our Finance colleagues who can support. Onboarding tasks If you have a query about any onboarding tasks this category will route the query to our Employment Services colleagues who can support. System error or warnings If you have an error or warning within OneSource this category will route the query to our System Support colleagues who will be able to help. Please note if any ticket has no action within 30 days your ticket will automatically be closed. Previous Article Please login or register to post comments.