Overview

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This article will walk you through the changes that Integrated Procure-to-Pay Solutions (IPPS) has made for our service offerings in Services & Support. Please note that these changes will are planned for release on July 23, 2024. 

FAQ's 

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Q: What is a service offering? 

A: A service offering is the selection that you make when submitting a ticket in Services & Support to route your questions to the appropriate team. As a customer, you will see this as the "More Specifically..." option.

Note: You can use the "More Specifically..." option to auto-populate the other fields in the ticket submission form. 

Q: What changes were made to the service offerings? 

A: 13 were added, 11 were removed, 10 were renamed, and 10 were re-routed.

Q: How do I know which service offering to choose? 

A: You may use our IPPS Help Guide (KB0035205) that outlines all the definitions for all of our service offerings and help you make the most informed decision. 

Q: Why was a service offering added? 

A: After reviewing our platform data, we noticed inquiries were often mismatched with service offerings. To better meet customer needs, we now offer 13 new service categories for previously hard-to-categorize inquiries.

Note: A list of added service offerings are shown below: 

• Concur Airfaire & Hotel (CTS)
• Pending Card Transaction (CTS)
• Reopening Travel Requests
• Concur Commitments
• Virtual Card - New Enrollment
• New PCard Inquiry
• Direct Deposit/Internal ACH
• ACH Inquiries
• ACH Issued, Incorrect Payee
• ACH Issued, Outdated Bank Account
• Check Issued, Incorrect Payee
• Check Issued, Changing Payment Method
• Foreign Wire Status

Q: Why was a service offering removed?

A: We noticed some service offerings were underutilized (fewer than 10 inquiries a month) or were represented in other service offerings that campus utilized more frequently. 

Note: A list of impacted service offerings are shown below: 

• Late Fees (Travel & Entertainment Card)
• Direct Deposit/Paymode-X
• Paymode-X
• Setup/Change Direct Deposit (Non Payroll)
• Researching a Deposit
• Subrecipient Invoice
• Incorrect Payment (Urgent)
• Stop Payment
• Messenger Service Billing
• Messenger Service Edits
• Messenger Service Procedures

Q: Why was a service offering renamed? 

A: Service offerings were renamed to prevent mis-routing and create a more intuitive selection process for users. 

Note: A list of impacted service offerings are shown below: 

• Travel Reconcilitation How-To & Reconciliation How-To was combined and renamed to Reconciliation How-To (Travel & Entertainment Expenses)
• Wire was renamed to Travel Wire 
• Travel Move was renamed to New Employee Relocation
• Delegation of Authority was renamed to Concur Approver Role Inquiries
• Travel & Entertainment Card MCC was renamed to Travel & Entertainment Card - Merchant Category Code (MCC)
• Disbursements Gift Cardswas renamed to Gift Cards (Employee/Non-Employee)
• Human Subject Compensation was renamed to Gift Cards (Human Subject Compensation) and Payment to PI 
• Cancel or Stop Check (Outgoing Payments) was renamed to Check Issued, Outdated Address
• Reissue Unclaimed Check (Outgoing Payments) was renamed to Reissuing Uncashed Checks

Q: What does it mean when a service offering was re-routed? 

A: Re-routed service offerings will now go to teams better equipped to handle them, reducing ticket wait times.  

Note: A list of impacted service offerings are shown below: 

• Personal/Non-Reimbursable PCard Charges
• PCard Home Address Submission
• Expense Report or PCard Request Errors
• Virtual Card Instructions
• Travel Related Exception to Policy
• Deposits & Down Payments
• 1099 Inquiry
• California Nonresident Withholding

Questions?  If you need any additional assistance, please submit a ticket here, or call the IPPS Solutions Team at (858) 534-9494.