Document number: 14104

 

The NorthStar client is intended to be used by staff who are in a role to provide support or resolve service requests. If your job duties do not include either of these tasks, you probably do not need access to the NorthStar client. However, you are still able to log and update your own tickets by using NorthStar web ( http://northstar). You can learn more about logging tickets on the web in Eureka! document 70001 — How to create a service ticket in NorthStar.

To submit your request for a login name to be assigned to you, follow these steps:

1. Complete the on-line training through Knowledge Center. There are two courses that must be completed for anyone providing support for IT systems, listed below. (See Eureka! document 18201 — How to log in to Knowledge Center if you need more information on accessing Knowledge Center.)
   • NorthStar Client for New Technicians
   • PeopleSoft IT: Enterprise Support Program Training
2. Submit a NorthStar ticket requesting access. Click here for instructions to submit your request and the information you must include in your request.
3. Install the NorthStar client application. See Eureka! document 14105 — How to install the NorthStar Client-based Applications.

 

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Log Service Ticket

1. On the first screen that appears after you choose Log Service Ticket, verify that the information about you on the screen is correct.

   • By default, you will be contacted by email for all NorthStar access requests, however, if you need to be contacted by phone, please indicate that on this screen..

2. Click the Next icon at the bottom right of the screen.

3. From the types of tickets available, choose Software Applications.

4. Click on the Next icon.

5. Choose NorthStar from the list of applications.

6. Choose I need technician level access from the list of problems you are experiencing.

7. In the Subject field, indicate I need new technician access.

8. In the Description field, provide the following information:
• The date you completed the online training for the NorthStar client and the Enterprise Support Program Training.
• Any team Inbox(es) you need to be able to see as part of your role in NorthStar.
• The Support Group you will be joining.
• The access level you require in the system. (For a list of access levels and their functions, click here.)

  Note: If you are unsure of the answers to these items, you may also provide a name of a team member, and your profile can be based on that team member's setup information.

9. Click Finish to submit your request.

You will be contacted for any other information that may be needed, as well as when your login is ready to be used with the NorthStar client.

 

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NorthStar Access / Profile Levels

The access level you are assigned is associated with your role in NorthStar. As a reference, the profiles, types of permissions, and groups using each are listed below.

	Level 1 Tech (02)	TSO Tech Lead (08)	Escalation Tech (11)	Facilities & GCC (15)	HRSC Service Center (17)
Example:	TSO, DC Ops, IT users	TSO Technical leads	Ops, non-IT staff working tickets	FSD, GCC staff	HR Service Center staff
Create Tickets	Yes	Yes	No	Only for Facilities	Only for HRSC
Update Tickets	Yes	Yes	Yes	Yes	Only for HRSC
Close Ticket	Yes	Yes	Yes	Yes	Only for HRSC
Create Emp	Yes	Yes	No	No	Yes
Update Emp	Yes	Yes	Yes	Yes	Yes
Change Priority	Yes	Yes	No	Only for Facilities	Only for HRSC
Admin - CTI/Checklist	No	Yes	No	No	No
Admin - Tix Routing	No	No	No	No	No

Administrative (all access levels) and Read Only (all fields and tickets are read-only) access is not listed above.

 

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Created by the PeopleSoft Knowledge Management Team.
Copyright © 2002 All rights reserved.
Created: pmg 12/17/2002
Reviewed: 10/07/2004