CSUB ServiceNow

Overview

The Enterprise Document Management Service (EDMS) provides the ability to scan, index, and retrieve documents in the enterprise document management system, implemented in OnBase. This reference guide answers common questions and explains how to report an issue and request services related to EDM. The current EDM system is OnBase by Hyland.

Usage Guides (Training Materials):

Web Client Guide: https://csub.box.com/s/yc16x2vi1ubfi04i51v1j7mkhr3clx1t
Unity Client Guide: https://csub.box.com/s/ld5ukf8lt93s6rc5jwzowe8l7dej8e98
Unity Importing and Processing Guide: https://csub.box.com/s/mm5nbewvbxej3mmri67z8xafplab0hto

Reporting Incidents
Requesting Services
Training Sessions
How-To Articles
Primary Contacts

Reporting Incidents

An incident is any trouble accessing or using existing functionality of the service. If you are having an issue accessing or using functionality that worked previously, then it should be reported as an incident. If you need to request a change to an existing item/functionality or request a new item/functionality, such as a document type, a keyword, or a workflow, then see the section below titled Requesting Services.

Use this form to report a new incident or contact the Helpdesk (654-HELP), and include the following information:

A description of what you are doing when the problem occurs, including the steps to reproduce the issue
The tool you are using to access OnBase: Web Client, Unity Client, or OnBase Client.
Attach any screenshots, be sure to capture any information, warning, or error messages received
Report anything that may have changed since the problem started occurring.
Include any other customers affected by the same problem

Requesting Services

A service request is used to request changes to existing items or addition of new items.Some items may require a meeting to gather more information about your request. For more complex requests, a project may be necessary.

Changes to existing items:

Change to an existing document type such as adding a keyword, custom queries, workflow, etc.

Change Request form

New items:

New document type(s), workflows, department on-boarding, backfile scanning of paper documents, adding a scan workstation, training, etc.

New Request form

Training Sessions

Click here to view a list of upcoming training sessions and get registered to attend.