Report a Banner Issue

What Constitutes a Reportable Issue:

• System Errors: Error messages displayed within Banner, pages not loading, or unexpected system crashes.
• Incorrect Data/Calculations: Information appearing incorrectly (e.g., grades, financial aid awards, course schedules, student balances) or calculations that seem erroneous.
• Functionality Malfunctions: Buttons not working, forms not submitting, links leading to incorrect pages, or features not behaving as expected.
• Access Problems: Inability to log in to Banner, or restricted access to modules/screens you believe you should have access to based on your role.
• Performance Issues: Significant slowness, freezing, or unresponsiveness within Banner.
• Missing Information: Data that should be present but is not appearing.

How to Report an Issue:

Users are typically encouraged to report Banner issues through one or more of the following methods, providing as much detail as possible:

1. Online Service Desk Portal/Ticketing System (Recommended):
   • Submit a Help Request
   • Required Information: Provide a detailed description of the problem, including:
     • Specific Banner module/page: (e.g., Self-Service Banner, Faculty & Advisor Services, Finance, HR).
     • Steps to reproduce the issue: What actions did you take leading up to the problem?
     • Exact error message: (if applicable, copy and paste it).
     • Date and time the issue occurred.
     • Screenshots: (highly recommended for visual issues).
     • Browser and device: What web browser (e.g., Chrome, Firefox, Edge) and device (e.g., desktop, laptop, tablet) were you using?
2. Phone:
   • Contact: Call the IT Service Desk at (337) 482-4357
   • Availability:  Monday - Thursday, 7:45 AM - 4:45 PM Central Time.
   • Process: Be prepared to describe the issue in detail, as outlined above.
3. Email:
   • Address: Send an email to ithelp@louisiana.edu
   • Subject Line: Use a clear subject line like "Banner Issue - Brief Description of Problem".
   • Content: Include all the detailed information mentioned for the online portal.

Important Notes:

• Severity: When reporting, indicate if the issue is preventing you from completing a critical task.
• Do Not Share Sensitive Information: Do not include passwords or highly sensitive personal data in your initial report unless specifically requested by IT support through secure channels.
• Check Announcements: Before reporting, check the university IT announcements or Banner status page (if available) for known issues or planned outages that might explain the problem.