Document number: 11681

 

Who: All IT Help Desk Technicians

Why: Provide assistance to users who are working with the OneWorld SAR application.

What:  

Note: Users requesting support on how to use the application should contact their Super Users

Note: Users will log in to the OneWorld portal through the Knowledge Garden.

Note: Development and GSS will have their JDEC SAR System access restricted on 12/1/01. 

There are 5 primary groups within J.D. Edwards who use the SAR system, although potentially anyone in the company can use the application. The 5 main groups are as follows:

• OneWorld® Development
• World Development
• Global Support Services
• Information Technology
• Field Services

The Help Desk may receive the following three types of calls with relationship to the OW Web SAR system:

• Properly accessing the portal and locating the SAR system
• Portal is not functioning
• SAR system is not functioning as expected

The instructions below explain how to manage these issues.

Properly accessing the portal and locating the OW Web SAR System

 

1. Open Internet Explorer and click the Portal Icon on the J.D. Edwards tool bar.
   
   
2. Enter OneWorld® userid and password.
   
   
3. Once logged into OneWorld® on the right hand side of the screen where a pull down menu, select OneWorld® Foundation. Note: Dependent upon the department of the caller, they may have the OneWorld® SAR System also located in their departments personal workspace.
   
   
4. Via right scroll bar, scroll down toward the bottom of the page to locate OneWorld® SAR System

This type of issue is a training issue, and should be resolved by the Help Desk. If the customer is not able to do this, the call can be escalated to PC Support so the customer can be walked through these steps.

Portal is not functioning

 

If the portal is not functioning correctly for the user, the IT HD Technician should attempt to access the portal to see if the problem can be duplicated. If the portal is inaccessible, send a P1 ticket to OAMG (120150). If the portal is accessible but the application is not, refer to the information below for assigning the ticket to Application Services.

OW Web SAR system not functioning as expected

If a caller is using the OW Web SAR system and the application doesn’t appear to be functioning properly, queue the call to the Application Services (120900) team for resolution. If one component is not working correctly the log the ticket as a P2. If the SAR system itself is not working, log the ticket as a P1.

Locked PDF when you are in the submitted job search

 

If any of your customers experience a locked PDF window when trying to open a report (UBE) on OneWorld Web try the following:

1. Have the user clear his or her cache for Internet Explorer, log out, and then log back in to OneWorld Web.
   
   
2. If that doesn't work try uninstalling and reinstalling Adobe Acrobat Reader.

Links: Web_OW_SAR_Support.doc

Keywords: OW, OneWorld, One World, Portal, SAR, software action requests

 

 

 

 

 

 

Created by the PeopleSoft Knowledge Management Team.
Copyright © 2003 All rights reserved.
Created: amq 10/15/2003
Reviewed: 10/22/2004