General Inquiry Queue Tips & Reminders *Please Read*

Greetings!

As we enter a new month, the AAOU SSC Team have a few reminders for our RT system, particularly the General Inquiry queue.

The General Inquiry (GI) queue should be used anytime a department or individual has any question regarding processes currently handled by the AAOU SSC. You should not use the GI queue to submit requests that have a dropdown selection in our RT menu. Moving forward we will reject these tickets and request that you resubmit the ticket with the proper dropdown selected. If you have questions on how to submit a ticket you can submit a GI and we can walk you through that process, but please do not use the GI queue as a substitute for selecting the proper dropdown.  

We would also ask that if departments have a question about a ticket that is currently in progress, they should post a reply to the actual ticket rather than submitting a GI. This helps to ensure the question goes directly to the person who is processing the ticket so they may respond in a more timely manner. An exception to this would be if you have not heard from your processor in over 3 days after posting a question in the original ticket. We then encourage the departments to reach out to us via the GI queue to let us know that there has been a lull in communication and we will see to it that your question is directed to the proper channel. 

Finally, moving forward any ticket that contains multiple errors will be immediately rejected. We will respond to those tickets with guidance on how to resubmit the ticket correctly, but we will require a second ticket submission. This is not only important for auditing purposes, but will also allow our business specialists to process your tickets quickly and efficiently. We encourage you to reach out to us via a GI ticket if you are uncertain on how to move forward with a ticket submission and one of our team members will be happy to walk you through the process and the required supporting documentation.

It is always best to reach out to us beforehand to ask questions on how to accurately and completely submit your RT request and obtain guidance from us before submitting the ticket incorrectly or with missing information--submitting the ticket correctly the first time will prevent rejections, duplication of effort, and processing delays. 

Have a happy Friday and great weekend!

-AAOU SSC Team