ServiceNow Guidance
ServiceNow for OSP Help
Key points from OSP Memo on ServiceNow
- Launch is July 30, 2019
- Sending an e-mail to OSPHelp@unc.edu no longer creates a help ticket
- All requests must be submitted via the new ServiceNow portal
- Existing help tickets will be resolved in Remedy and not transfer over to ServiceNow
To access the ServiceNow portal, please visit help.unc.edu.
In the field (Please describe your issue below), enter “Route to OSP Help” in the first line.
Use the guide below to then help with providing information needed to comprise a concise request.
For help with your submissions, please email OSPHelp@unc.edu.
Award/Project Requests
| Request Type | Description | Submission Tips |
|---|---|---|
| Indirect/F&A Exemptions | F&A expenses (indirects) need to be excluded from certain budget account codes (an F&A expense adjustment may also be needed). | Include PS Project ID, attachments that clarify exceptions and/or relevant communications describing the issue. |
| Indirect/F&A Expense Adjustment | F&A expenses (indirects) have not calculated according to the awarded rate and an adjustment is needed. | Include PS Project ID (more common for projects that converted from FRS to ConnectCarolina). |
| Project Status | Project Status update needed to process transaction (journal, voucher, requisition, PO). | Include PS Project ID, transaction ID (if available) and any documentation and/or communication with an OSP Sponsored Projects Accountant or Sponsored Programs Officer. |
| Residuals | Request for the Residual balance to process a JSR journal (OSP Residual Fund Balance). For budget errors in the journal, see Budget Error Override Requests. | Include PS Project ID, Transaction ID (if available). |
Expense/Reporting Requests
| Request Type | Description | Submission Tips |
|---|---|---|
| Budget Overview | Project Information in Budget Overview doesn’t match InfoPorte. | Often times this a lag in the system update from ConnectCarolina to InfoPorte, but include the PS Project ID and any screenshots and/or documentation. |
| Chartfield Changes | Requests for chartfield changes such as: Fund, Source, *Account Code, Dept, Cost Code, or Program. | Include the PS Project ID and any relevant transaction IDs that require chartfield corrections. *For Account Code changes only, submit a Voucher Account Change Request (PDF) to Disbursement Services. |
| Cost Share | Cost Share expenses are incorrect on the Project. | This could be the result of several factors – Include the PS Project ID and any relevant transaction IDs and a clear description of the charges that should or should not be posting as cost share. |
| InfoPorte | Project Information in InfoPorte doesn’t match ConnectCarolina. | Often times this is a lag in the system update from ConnectCarolina to InfoPorte, but include the PS Project ID and any screenshots and/or documentation. |
Budget Error Override Requests
| Request Type | Description | Submission Tips |
|---|---|---|
| Budget Date Out of Bounds | Error occurs because budget end date has passed for the project. | Include transaction ID and if the project is past the KK end date, include communication or approval from an OSP Sponsored Projects Accountant. |
| Exceeds Budget Tolerance | Error occurs because the project or budget account is overspent. | Include transaction ID and communication and/or documentation about additional funding (or approval from an OSP Sponsored Programs Officer) or approval from an OSP Sponsored Projects Accountant if the total award/contract is not overspent. |
| No Budget Exists | Error occurs for various reason, the foremost being an incorrect Chartfield string used. NOTE – check the fund and source of the Chartfield string in the transaction. | If the Chartfield in the transaction ID is accurate, include the PS Project ID and transaction in your request – this type of override request may take a little longer to resolve than Budget Date Out of Bounds or Exceeds Budget Tolerance. If no Budget Account is available, a Budget Revision (PDF) form will need to be processed and that is a request for SponsoredPrograms@unc.edu. |
SponsoredPrograms Requests
Request that should be submitted to SponsoredPrograms@unc.edu.
| Request Type | Description | Submission Tips |
|---|---|---|
| Budget Revisions | A budget update/revision is needed. | Submit Budget Revision (PDF) |
| Budget/Project End Date Change | The budget and/or project period end dates are not correct in RAMSeS and/or ConnectCarolina. | Include the PS Project ID and any attachments that show the correct end dates and describe the system to update. An OSP Sponsored Programs Officer will review and make the correction. |
| eRA Commons Requests | Assistance with account creation, password reset, etc. for eRA Commons system. | Include first/last name, preferred username and email address, and/or eRA commons ID for password reset. |
| Indirect/F&A Rate Change | F&A rate is incorrect (may also require an *F&A Rate Adjustment, see above for OSP Help request). | Include the PS Project ID and a description for why the correction or extension is requested. An OSP Sponsored Programs Officer will review and make the correction, if applicable. *Once the F&A rate has been corrected on the project and if needed, submit a portal request to adjust any incurred F&A expenses to match the correct rate. |
| KK End Date Change | The KK end date needs to be corrected or extended. | For KK date extensions on T32 training awards, include the relevant trainee names and trainee end dates as reflected in xTRAIN as supporting justification. |
| Principal Investigator (PI) Change | New UNC PI or PI is changing institutions. | Submit Prior Approval Request (PDF) form. |