Who To Contact For Help

Hiking Help

Pay Issues?  Here's where to start - 

Employees & Academic Personnel > Talk to your Supervisor  and/or Department Contact for HR / Academic Personnel
Department HR/Academic Personnel >
       
 Davis Campus: Create an AggieService case with your Service Channel
        Health Campus: Email Health Payroll at ecotime@ucdavis.edu 
 

More Detailed Guidance, by Topic

Employees & Department HR/Academic Personnel Cognos & UCPath Transactional Users


Pay Issues: 

  • I did not receive my paycheck.
  • My paycheck is inaccurate.
  • My pay statement doesn't show in UCPath.

What Employees Should Do:

  • Who to Contact
  • Reach out to your Department Point of Contact (Supervisor/Manager or HR/Academic Personnel person).  Please start with your UC Davis contacts, not the UCPath Center - your managers and service channel know you and your job information and will ensure that your issue gets resolved as quickly as possible. 
  • Be Ready to Answer These Questions
  • > Do you receive your pay via paper paycheck or direct deposit?
    > Did you submit your timesheet?
    > What is the issue?
  • What to Expect
  • Your Department Point of Contact will investigate the issue, discuss with you the urgency of your issue and will escalate to your Service Channel.  Service Channels, Payroll, and UCPath Center all prioritize missing or inaccurate pay as a top priority and will resolve your pay issue as quickly as possible

What Department HR & Payroll Contacts Should Do:

  • Who to Contact
  • Health Campus: Email the Health payroll team at Ecotime@ucdavis.edu or contact your payroll rep directly.
    Davis Campus: Submit an AggieService ticket to your Service Channel.
  • What to Do
  • Gather the following information:
    1. Verify employee is setup in UCPath (Dept HR: use Person Org Summary inquiry; Supervisors:  Manager Actions > View Employee Information ).
    2. Ask if they're receiving pay via Direct Deposit or Paper Paycheck 
    3. What is the issue?
    4. Did employee submit timesheet?
    5. If pay is missing, what is level of urgency? (Can it wait until the next regular paycheck?  If not, what is the level of urgency?)

    What to Do with the information:
    > If pay was issued but paper paycheck was not received, have the employee check address in UCPath Online Portal.  If address is correct and it's been more than 5 days since payday use "Ask UCPath Center" to notify UCPath Center that they need the check re-issued.

    > For all other scenarios, submit a case to your Service Channel via AggieService - include the information above as well as the employee's Name and UCPath Employee ID.
  • What Happens Next
  • The Health Payroll team or your Davis Campus Service Channel will review employee data in more detail and then will either create an off-cycle pay request in UCPath or escalate to the UCD central payroll team if emergency pay is needed.

 


Accessing UCPath:

There may be circumstances where employees will have problems accessing the UCPath online portal. Below are the steps to help ensure that access issues get resolved as quickly as possible.

What Employees Should Do:

  • Who to Contact
  • Your Department HR/Academic Personnel/Payroll Contact.
  • Be Ready to Answer This Question
  • Is the issue that you get a login error or that you don't see information that you expect?
  • What to Expect
  • Your Department HR/Academic Personnel/Payroll contact will check to see if your UCPath record or employee ID has been created.  Allow up to 24 hours after the ID has been generated to gain access to the UCPath online portal.  

What Department HR & Payroll Contacts Should Do:

  • Who to Contact
  • Create an AggieService case to verify employee record/ID is in UCPath or to escalate if you already verified. Service Channel will escalate to UCPath BaseCamp if they aren't able to resolve.
  • What to Do
  • Verify that the employee has an active UCPath employee record (check Person Org Summary) and a description of the issue. Allow up to 24 hours after ID is created for access to UCPath Online.
  • What Happens Next
  • If the record exists and still no access after 24 hours, BaseCamp will work with IET to troubleshoot access / employee account issues.

 


Viewing and Updating Information/Preferences:

  • Updating my home address.
  • Enrolling in or updating my direct deposit information.
  • I'm having trouble viewing my vacation and sick balances.
  • I'm having trouble viewing my tax documents.

What Employees Should Do:

  • Who to Contact
  • Start with UCPath Online to view or update information directly.  If you're not able to make updates directly, let your Department HR/Academic Personnel contact know.
  • Be Ready to Provide the Following Information
  • Your employee name, ID number, and details on the information you would like to update.
  • What to Expect
  • Your department contact will create a case with the Service Channel if needed - they can enter changes on your behalf.

What Department HR & Payroll Contacts Should Do:

  • Who to Contact
  • Your Service Channel, via an AggieService case.
  • What to Do
  • > Encourage the employee to use the UCPath Online Portal to update their information.
    > If they can't access UCPath, refer to the guidance in the section above.
    > If you need the information updated, create an AggieService ticket and include the Employee Name, UCPath ID, and details on information to be updated.
  • What to Expect
  • The Service Channel will enter changes on behalf of the employee.

 


Benefits Enrollment and Updates

  • I need help viewing benefits options and counseling.
  • I'm having trouble enrolling and updating benefits.
  • I would like help with online enrollment eligibility (benefits and retirement)

What Employees Should Do:

  • Who to contact
  • Benefits Options & Information: Visit the UC Davis Benefits web page or the UC Complete Health Benefits Guide
    Counseling & Benefits Advice:  Email the UC Davis Benefits team, at benefits@ucdavis.edu .
    Benefits Enrollment: See the resources on UCPath Online Portal, including tutorials.  To contact UCPath Center for assistance, click on Ask UCPath Center at top right of UCPath Online Portal or call (855) 982-7284.
  • Be Ready to Provide the Following Information
  • Details on your specific issues or questions.  Use UCPath Online to gather your Employee ID and Job Title before calling (from blue box at top left of screen).
  • What to Expect
  • If you open a case with UCPath Center, you can return to Ask UCPath Center to check the status of your case and to send follow up information as needed.

What Department HR & Payroll Contacts Should Do:

  • Who to Contact
  • Refer employees to the resources listed above.  If you're not sure how to proceed in assisting the employee, contact the UC Davis benefits team.
  • Be Ready to Provide the Following Information
  • Details on issues or questions and for eligibility gather information on Job such as Job Code, FTE, Employee Class, Job End Date.
  • What to Expect
  • The UC Davis benefits team will provide guidance on how to resolve. They may refer you or the employee to UCPath Center in some instances.

 


Job Applications and Recruiting

  • I'm having trouble applying for a job.

What to Do:

  • Who to Contact
  • If you have questions about a position, employees and external applicants are encouraged to email applicantsupport@ucdavis.edu.
  • Be Ready to Provide the Following Information
  • Provide the requisition number and job title as well as the problem you are having.
  • What to Expect
  • The Applicant Support Team will create a case for you and follow up with a resolution.

____________________________________________________________________________________________________________________________________________________________________________

 

Employment Verification

Please visit the Payroll page on Employment Verification for additional information on this topic.

What to do:

  • Who to Contact
  • > To Start the Verification Process: Visit UCPath Online - see "What to Do", below, for more details
    > For Questions on Employment Verifications: contact UCPath Center by clicking on Ask UCPath Center at top right of UCPath Online Portal or call 855-982-7284 (M-F, 8-5).
  • What to Do
  • > To Create a Verification Summary for your own use: In the UCPath Online Portal, click on Income & Taxes > Verification of Employment & "Generate Summary Report".  Click here for a tutorial.
    > To Provide an Official Verification of Employment: tell the employment verifier that UC Davis handles verifications through a company called "The Work Number" and provide them the University of California Employer Code: 15975 along with your Social Security Number.
    > Students: To use The Work Number verification service, you will need to Opt In to sharing information - do this in UCPath Online at Personal Information > My Profile. Click here for a tutorial.  You can also contact UC Davis Central Payroll directly for Employment Verification information if you don't want to opt in via UCPath - please call 
    530-757-8550.
  • What to Expect
  • The Work Number will provide the verification directly to the employment verifier. If they request a "Salary Key", follow the instructions on the UCPath Online Employment Verification page.


 

______________________________________________________________________________________________________________________________________________________________________________

Cognos and UCPath Transactional Users

Access to Cognos System or UCPath (Security)

There may be circumstances where employees have trouble gaining access to UCPath inquiry functions or Cognos reporting. Below are the steps to help ensure proper access is gained in a timely fashion.

What to do:

  • Who to Contact
  • Contact your department's security liaison
  • Be Ready to Provide the Following Information
  • Details on the type of access needed to and the business reasons why access is needed.
  • What to Expect
  • The request will be reviewed by the UCPath Security team and, if approved, access will be granted.

 


Cognos Issues or Requests

  • I'm having functionality issues using Cognos.
  • I'm having issues with data in Cognos.
  • I need to request a report or report modifications.

What to do:

  • Who to contact
  • Email UCPath@ucdavis.edu and indicate "Cognos" in subject line.
  • Be Ready to Provide the Following Information
  • Details of your request or issue. Attach a screenshot if this is a technical issue or error.
  • What to Expect
  • The Cognos team will respond to your issue via email. Refer to the Learning Path page for Reporting & Inquiry users for guidance on how to use Cognos or to see the list of reports currently available.

 


General Ledger: Funding or Cost Transfer

  • I'm receiving an error message in UCPath.
  • I need assistance with a complex transaction.
  • I'm having issues with FAU set up. 

What to do:

  • Who to Contact
  • Email UCPath@ucdavis.edu and indicate "GL" or "Funding" in subject line.
  • Be Ready to Provide the Following Information
  • Details of your request or issue. Attach a screenshot if this is a technical issue or error.
  • What to Expect
  • The GL team will respond to your issue via email. Refer to the Learning Path page for Finance Users on ucpath.ucdavis.edu.