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‘Ask UCPath’ Case Submission Enhancements Launching in May

Quick Summary

  • Ask UCPath case submission process that includes a simplified form, more accurate case classification with automated routing, and a way to view open and recently closed inquiries.

The UCPath team is preparing to release a streamlined version of the Ask UCPath support portal. Leveraging automated case classification and routing along with simplified forms, the new Ask UCPath is designed to enhance the user experience.  

Changes to Employee Case Submission Form 

To simplify the process of submitting an inquiry to Ask UCPath, the new form will no longer require users to enter the topic and category. Instead, the system will automatically determine the topic and category y based on the contents of the case description. This will improve accuracy of case routing and help users find relevant resources. 

Recommended Resources 

Sometimes inquiries can be addressed with answers to frequently asked questions. The new Ask UCPath will offer suggestions for relevant resources. Users can provide feedback to UCPath by indicating whether the resource is helpful.  

Sample page from Ask UCPath, showing suggested resources based on a user’s inquiry.
Sample page from Ask UCPath, showing suggested resources based on a user’s inquiry.

View Your Inquiries 

Users will be able to view their open and recently closed inquiries in a list view that includes date, time, case number, topic area and subject description. This allows users to see all inquiries or click into each one for more details, which will reduce duplicate entries and help users stay up to date on the status of their inquiries. 

Sample page from Ask UCPath showing the My Open Inquiries page, which includes date/time opened, case number, topic and subject.
Sample page from Ask UCPath showing the My Open Inquiries page, which includes date/time opened, case number, topic and subject.

New Functionality Coming Soon: Reopen or Close Cases 

Coming soon: Employees and location case submitters will be able to reopen and close their cases for up to 12 months. Case history will be displayed with each case, improving overall communication around cases. 

Learn more about the UCPath Case Assist Project

UCPath Roadmap 

The March release is part of the UCPath Roadmap, a series of projects and upgrades planned for UCPath. This release also includes new Manage Job functionality and the latest PeopleSoft HCM software deployment. Learn more about UCPath Roadmap

Primary Category

System Information