York College CUNYfirst Support

CUNY Central has established a strict protocol that we follow in order to insure the proper reporting and escalation of all CUNYfirst issues.

(If working from home always provide contact information for IT to reach you)

TIPS BEFORE REPORTING

<> Check caps lock key

<> Try a different browser and another computer if available

<> Close any other instances of CUNYfirst

<> Power reset the computer

<> Clear cache and cookies on your computer

<> Clear any auto filled passwords from your browser

THE THREE WAYS TO GET YOUR ISSUE IN FRONT OF OUR SUPPORT TEAM

1. Open an incident directly into Yconnect

2. Call the support hotline at 718-262-5300

3. Email us at helpdesk@york.cuny.edu

All CUNYfirst incidents require a screen shot of any screen you may be experiencing an issue with. Be it an error, or missing menu option. The only issue not requiring a screen shot is if you are having a problem logging into the system

WHAT TO EXPECT AFTER REPORTING

*Expect a call back or to speak with one of our support analyst

*Depending on the issue expect an invite to a remote control session

*If the issue is not immediately resolved with first line support expect an escalation to York ASL's (application security liaisons) support team

*ASL's may contact you or escalate directly to Central CIS CUNYfirst support, either way your issue is important and we will insure you get a resolution

(If your issue is escalated to our Central Office, a CRM will be opened in their system and they will communicate directly to you via email in most circumstances. York ASL's will follow up as needed)

Access to CUNYfirst is strictly controlled by security access forms which can be found at: CF-Access

You must consult with your department head and or CUNYfirst business process owners* (These are CUNYfirst liaisons depending on the pillar access is being requested in) in order to properly complete the forms.

Once the form is properly filled in and digitally signed** by you and your immediate supervisor the form is routed for additional signatures before it can be submitted to the business process owners. 

*For a complete breakdown of business process owners and what they do please check on this webpage under the tab "Approver's and Business Process Owners"

**Digital signatures are now handled by way of what is called "CUNYfirst Confidentiality Agreement Code" as the person requesting a role you need this code in place of your signature on the form.

In the absence of written signature: Employees may accept the Confidentiality Statement in CUNYfirst via Employee Self Service.

Go to: https://home.cunyfirst.cuny.edu, log in and navigate to, Human Capital Management > Self Service > CF Confidentiality Statement

(for additional and detailed instructions on this see "CUNYfirst Confidentiality Agreement Code" tab on this web page)

The above only applies to the person requesting roles. For managers and access approvers the following applies:

FOR MANAGER SIGNATURE:

• Employee’s respective Manager will need to attach and authorize the Access Request Form via email.

• The email authorization should indicate, ‘I (Manager Name) as Manager authorize the attached access request

for (employee’s full name)’.

• The email authorization should be sent to the appropriate campus party, as per the campus’ access process for documenting and tracking in a CRM case.

FOR ACCESS APPROVER SIGNATURE:

Approvals can be obtained via email or added directly into the CRM by the approver.

• Email:

o The access form must be emailed/attached to the Access Approver.

o The email approval should state ‘I approve the attached access request for (employee’s full name)’.

o The email approval should be sent to the appropriate campus party, as per the campus’ access process for documenting and tracking in a CRM case.

• If a CRM case has been logged: o An approver with access to CRM may also add their approval directly into the CRM by adding a CRM

note. The CRM case no. will need to be provided to the Access Approver.

o The approval note from the Access Approver should state in the note ‘I approve the attached access request for (employee’s full name)’.

To reach the IT Help Desk for support call 718-262-5300 if your issue is not urgent please use the preferred method above and create a YConnect submission

Security request forms for access to CUNYfirst must be properly signed in order to be processed. Due to our new normal Central has created a code that can be applied to the forms in place of your signature.

The follow are the steps you need to complete in order to get this code on the form(s). Forms submitted without the code will be returned. Each person in CUNYfirst has a unique code

CUNYfirst Confidentiality Agreement Code

The CUNYfirst Confidentiality Agreement Code is created one time and can be used for multiple submissions. Once

completed, remember to keep the code in a safe, secure location for future use. Should you forget your code, you may

access it again following the same navigation presented below.

STEP 1: Login to CUNYfirst. Choose Human Capital Management.

STEP 2: The navigation is as follows: Self Service > CF Confidentiality Statement

STEP 3: Click to agree to the conditions. Once agreed, a Confidentiality Code will be assigned which will be used when

submitting the electronic grade change. Remember to keep this code is a safe, secure place for future use.

To gain access to any CUNYfirst pillar all security forms must have appropriate approvals and be properly filled out. Besides the employee signature and the managers signature, business process owners (BPO's) who are liaisons of the different pillar's data access must also sign off on these various request forms. These liaisons are also known as access approvers. CUNYfirst access is considered confidential and NOT to be shared with anyone who is not authorized to view or receive data from the system.

Below are the various liaisons for the various pillars and links to the forms. Forms need to move to the correct BPO's for final approvals and in some cases may need additional approvals before processing

Pillar - Campus Solutions

• Business Process Owner - Student Records(Registrar): Sharon Davidson (CS reporting, EAB, Schedule Builder, Coursedog)
• Business Process Owner - Student Financials(Bursar): Yvette Williamson
• Business Process Owner - Financial Aid: Beverly Brown
• Business Process Owner - Admissions - Anthony Davis (Admissions, FileNet)

Link to forms - CF Campus Solutions

Pillar - Financials

• Business Process Owner - Business Manger: Suzette Foster-Jemmott (AR billing, Asset Mgmt, Cash Mgmt, Financial reporting, General Ledger)
• Business Process Owner - T&E and P-Cards Admins: Tiffany Atkinson, Sandra Delacruz
• Business Process Owner - VP of Administration: TBA

Link to forms - CF Financials (Please be aware that some forms in this section cannot be opened directly from the site and must be downloaded as indicated)

Pillar - Human Capital Management

• Business Process Owner - HR Director: Sabrina Johnson Chandler (HR reporting, Work Study)

Link to forms - CF HCM

Other

• Business Process Owner - Help Desk Manager: Greg Vega (CRM/Waiver/ASL)

Link to forms - CF Other

To reach the IT Help Desk for support call 718-262-5300 if your issue is not urgent please use the preferred method above and create a YConnect submission

If you are a new hire and have successfully completed all your onboarding requirements you CUNYfirst account will be provisioned but will need action from you in order to have access to it.

The link to the activation PDF below will guide you as to what you need to know step by step in order to successfully activate your CUNYfirst account.

Things to prepare for

Be prepared to know your date of birth and last 4 digits of your social security number

Be prepared to view a reCAPTCHA image to prove you are not a robot

Be prepared to create a unique password which will require 8 and 13 characters long, one capital letter and one lower letter and numerical letter and a special character, Password must not be one of 4 previous passwords

Be prepared to provide answers to challenge questions which protects the account as only you should know the answers to questions asked

Be prepared to provide an active email and number for the activation

From any browser go to: CF Activation PDF

Application Security Liaison or ASL's for short is a role established on all CUNY campuses for the purposes of processing CUNYfirst Access Request Forms.

ASL do not approve or grant access but they are the central point of contact for application security within CUNYfirst. They execute role assignments based on properly approved and signed forms

The following are additional key staff in the CUNYfirst request or provisioning process

Functional Liaisons and Access Approvers

User Enrollment - Usually handled automatically by HR during onboarding of new or returning hires

De-Provisioning - Triggered during a separation process and usually happens automatically after 7 days of an inactive status

Approvers of Roles & Permission list assignment to profiles

Department Approvers - immediate supervisors, managers and department heads must sign off on the requested roles as well as understand the functions the assignments mean in CUNYfirst

Business Unit Manager - This is the person responsible for access to records in the perspective pillar where the role is being requested in and must also sign off on the request (Business Process Owner)

VP of Administrative Affairs - Needed for some specific roles that may be requested, indicated on the form

Central Office Approvers - Special roles indicated on the form may require approval from Central Office before roles can be assigned*

*Special role approvals are handled by the ASL via the CRM request which is created once the properly filled out and signed form is submitted. ASL's will process all requested roles while asking Central for approval for special roles which Central will apply and close out the request. Requestors are alerted via email upon completion of the request.

Note: ASL's are not permitted to be consulted as to what roles are needed. For information on what roles are needed you must consult with your department heads, managers and or supervisors or contact the Business Process Owners for the particular pillar you are requesting roles in. Information on who are the Business Process Owners for each pillar can be found on this same web site under "Approvers & Business Process Owners" tab.

For additional information on guildelines for requesting CUNYfirst application security access go to: CF Access Guidelines

To reach the IT Help Desk for support call 718-262-5300 if your issue or question is not urgent please use the preferred method by creating a YConnect submission

Training is the key to understanding not only how CUNYfirst works but more specifically how to navigate through the system which can be a major task when you are new to the system.

The Central CUNYfirst web site has resources to help you get started. There are many online helpful pdf's and self contained E-Learning modules that will help you.

The training is broken down by Students, Faculty/Advisors and Administrative Staff so be sure to select the right entry point to get you on your way. In addition there is a periodic CUNYfirst Training Times Newsletter you can also access from the site which provides up to date information on a variety of training topics.

York College will provide training on various specific topics like Procurement and Travel & Expense from time to time in order to help new employees get a handle on some of these new roles when they are hired. Announcements are generally sent to departments when these classes are available.

To access the resources at the Central CUNYfirst webpage, from any browser go to: http://www.cuny.edu/about/administration/offices/CIS/CUNYfirst/training.html
 

If you have any issues or questions you can contact IT Support at 718-262-5300 or open a ticket at YConnect

Please be aware that since the pandemic we have made changes to the workflow in order to improve request submissions

When a form is filled out and properly signed the route it needs to take both for the signatures and final approvals depends on not only what is being requested but also from which pillar in CUNYfirst.

If you review the "Approvers and Business Process Owners" a tab on this web site you will know outside of your immediate manager who needs to have final sign off for the role(s) you are requesting.

The workflow really starts with the final approvers. We used to have each copier in their area configured with a special email address that they could scan the signed documents to but since the pandemic we have changed this to a direct email of that special address that the properly signed documents can be sent to. When they send the signed access request form to this email address, a ticket is automatically created in the YConnect CUNYfirst queue and our Helpdesk insures that each request is properly processed in the Central CRM system at which point its assigned to the York College ASL's for processing. Depending on which roles are requested the ASL's (Application Security Liaisons) can either apply the role directly or escalate the request to Central CIS if its a role only they can approve. In some cases for some rare roles, approvals must be received first from Central approvers before the role can be added which is done by Central. In either case the York ASL's monitor these types of cases to insure all roles are properly processed.

To reach the IT Help Desk for support call 718-262-5300 if your issue is not urgent please use the preferred method above and create a YConnect submission