[ctcLinkfinaidsupport] Ticket response time

[Ana Ybarra]

Good afternoon Financial Aid community -

We are currently knee deep in testing what Oracle has delivered to date. In addition, we are testing the environment where you'll be able to load and view your ISIR's, and therefore we are SUPER busy.

As you can imagine this work requires crucial attention to detail and quite a bit of alignment with other teams at the agency.



Per my prior explanation that I've shared out in a few meetings - we are not answering tickets at this time.



UNLESS - they fit the following criteria:

  *   Jobset issues - please see the email Debbie sent out today regarding budget optimization
     *   Job failed, job didn't run, job went to complete
  *   Pell or Loan out issues
  *   Client needs to get funds into students hands for the CURRENT aid year - 23/24



We are looking at tickets we currently have open and will respond to any that fit in the above category. While the team is busy testing away, I will be monitoring tickets and get them triaged as quickly as possible.



Thank you all for your patience with FA Support while they work diligently to get the Oracle PRP turned around for our June 8th deadline.


Peace be with you,


[Title: SBCTC logo - Description: Compass]Ana Ybarra, MA
Associate Director Campus Solutions - Financial Aid
Washington State Board for Community and Technical Colleges
* o: 360-704-1024

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