The following step by step protocol is offered for all Banner and Core Payroll and Time and Labor College Users that have questions, problems or requests that can not be resolved by the internal college resources and must be addressed by the System Office Finance Support Team. In addition to providing expansive knowledge and experience base to supply immediate responses to questions and issues, Finance Support team also serves as the liaison with the IT and other System Office teams in order to provide comprehensive and timely solution to college specific or system wide problems or requests.

1. College Banner or Core user has a problem (i.e. form, report or process is not working properly), a question (e.g. policy, form or process related) or a request (e.g. canceling or tracing a check, requesting access or setup, etc.)



2. Before contacting Finance Support, college user reviews available on-line documentation, resources and reference materials as well as Banner and Core Updates and FAQs to investigate the issue and find a potential solution. Most questions and issues can be answered or resolved by reviewing the on-line resources. Users must also work with their supervisors attempting to resolve the issue first, before contacting Finance Support. Click on the following links to access:
   
   Core Documentation
   
   Banner Documentation
   


3. If a college user is unable to resolve the issue independently or with the help of their supervisor, they are encouraged to contact Finance Support Team by emailing FinSupp@commnet.edu. If a problem is of an immediate or critical nature, please call 860-244-7806. Examples of issues requiring immediate attention include payroll related problems or corrections, Banner production forms or processes not functioning correctly, setup or access issues necessary to perform job duties and certain check related traces or stop payments.



4. System Office Finance staff access finance-support email account and retrieves phone messages on a periodic basis, record and assign research responsibility to appropriate Finance support staff. Each request is prioritized as follows:
   
   
   1. High – Immediate response - needs immediate attention because critical work cannot be performed and should not be delayed
   2. Medium – Target Response – one to two weeks – needs attention to resolve a problem, although we can continue to work around it if necessary without significant impact.
   3. Low – As Resources Available response – an item noticed “in passing” as an issue or problem that could be improved upon but is mostly an irritant or inconvenience


5. System Office Finance Support staff research and call on additional resources as necessary (including IT and other teams) to determine cause, develop solution, prepare and communicate response, including permanent documentation (FAQ, finance procedure, training documentation) for recurring issues or common concerns.



6. College users are encouraged to review monthly Banner and Core Support Updates, which contain memos, news, announcements, changes to Banner forms, reports and processes as well as frequently asked questions. These updates allow to see the issues encountered by other colleges and the solutions provided. Click on the following links to access:
   
   Banner Updates
   
   Core Payroll Updates
   
   Core Time and Labor Updates
   
   
7. College users can also review Finance Support Log at their convenience. Annual logs provide valuable statistical information of the volume and nature of finance support activity, the number of requests resolved, broken down by module and college, and the brief description of the issues, including the names of the requestor and the finance staff who resolved it. Although you can not change or update the log, you can filter, sort and pivot it to analyze the data.
   
   The logs are located here:



The overview of the Finance Support Log fields is below:



Column	Description
Number	Sequential number assignment. The format is FY0x-nnn
Similar to #	Number(s) of other FinSupp items that are the same or very similar to this issue (especially if multiple users are having the same problem)
Phone?	Contact was initiated via telephone and nay not be in the FinSupp mailbox
Received	Date FinSupp received.
Priority	High = Production critical or time sensitive items: access, payroll, setup, payroll corrections, check stops Med = Neither production critical nor time sensitive, but more important than a low priority Low = Items that are not at all time sensitive
Status	C = Closed Core = Waiting for response from Core Support DP = Added to the DP pending list
Res Code	HW = Hardware SW = Software SS = System Setup US = User Setup UT = User Training OT = Other
Resolved	Date FinsSupp resolved (closed)
Assigned To	Support staff member primarily responsible for the issue (more than one can be entered if necessary)
User	The college letter underscore first initial and last name of the person who submitted the e-mail
College	Two-letter college abbreviationnace the user is entered. A = SO B = MA C = NW D = NK E = HO F = MX G = CP H = NV I = GW J = TX K = TR L = QV M = AS
Module & Function	Name of the Banner or Core module or system and major functionality that contains the problem. Banner Access Banner AP: Other 1099 reporting Invoices Reconciliations Transfer Invoices/Interagency payments Vendor Offset Banner AR: 1098-T reporting Billing (TSRCBIL/TSRTBIL) Billing Templates (TSRCBIL/TSRTBIL) Delinquencies & Collections Deposits Installment Plans Nightly Feed Reconciliations Refunding Student Accounts Third-Party Contracts Transfer Invoices/Interagency Billing Waivers Banner Fixed Assets: Other Reconciliations Banner GL: Other Journal Voucher (JV) issues Reconciliations Banner Other: Miscellaneous Performance & Printing problems Banner Payroll Corrections Banner Purchasing: Other Change Orders General Encumbrances PO Templates Purchase Orders Purchasing card (Pcard) Receiving & Matching Requisitions Vendor Set-A-Side Banner Setup: FOPAL elements & Detail codes Checkwriting: Check traces Checks cancellation Checks pulled and sent to college Cheecks returned by the Post Office Direct deposits (ACH) Core Access Core Finance Core HR or Benefits Core Payroll: Pay creation & paycheck issue Core Setup: CF2 requests &HR account codes Core Time & Labor: Leave & Comp plans/Time reporting Core Worker's Comp Not Banner or Core
Description	Brief description of problem but enough so that staff and users can tell what the basic issue is by looking at the log.
Document Number	Number of each check(s) or other document(s) involved in problem