[UCRDBR] New Features Coming to Ask UCPath

[Departmental Benefits Representatives]

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April 9, 2024

To:
Department Benefits Representatives

From:
UCR Central HR Benefits Office on behalf of the UCPath Center

Re:
  New Features Coming to Ask UCPath


DBRs, please share this information via your internal listserv.

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On April 15, 2024, UCPath will introduce two important improvements that empower users to better manage their inquiries. The following enhancements will be available to all employees and submitters.

Reopen inquiries

This new feature enables users to reopen previously closed inquiries that require further attention, replacing the current "pending closure" and "follow-up" processes. This change will result in a consistent resolution process for all inquiry types.


Feature highlights

*         Enables users to reopen inquiries

*         Allows cases to be reopened three times within one year of the original closure date

*         Simplifies inquiry management by retaining original case numbers, associated communications and attachments



Self-close inquiries



Users will be able to close their inquiries when issues have been resolved or when UCPath assistance is no longer required.



Feature highlights

*         Enables users to close their own inquiries

*         Does not apply to inquiries with pending actions

*         There is no time limit for users to close their cases



Resources



*         DRAFT: Reopen Closed Inquiry<https://ucofficeofthepresident.sharepoint.com/:b:/r/sites/AbilitytoReopenCases/Location%20Documentation/Training.Documents/Draft%20Reopen%20Closed%20Inquiry.pdf?csf=1&web=1&e=aaWKpe>

*         DRAFT: Update my Inquiries<https://ucofficeofthepresident.sharepoint.com/:b:/r/sites/AbilitytoReopenCases/Location%20Documentation/Training.Documents/Draft%20Update%20my%20Inquiries.pdf?csf=1&web=1&e=zadt8e>

*         Ask UCPath Change March 2024<https://ucofficeofthepresident.sharepoint.com/:p:/r/sites/AbilitytoReopenCases/Location%20Documentation/Training.Documents/Ask%20UCPath%20Changes%20March%202024%20.pptx?d=w1d8bc16827024a7b9f167b2ac5cd6cbf&csf=1&web=1&e=kMKuWL>



Should you have any questions, please contact the UCPath Center at (855) 982-7284, Monday - Friday from 8:00 a.m. - 5:00 p.m.



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