United States Department of Agriculture

Research, Education, and Economics

ARS CSREES ERS NASS

Bulletin

Title:	ARS Foundation Financial Information System (FFIS) Support Help Desk Procedures

Number:	01-309

Date:	October 1, 2001 Expiration:	September 30, 2002

Originating Office:	Financial Management Division, ARS/AFM

Distribution:	Administrative Officers, Area Budget and Fiscal Officers, Location Administrative Officers, Area Computer Specialist, AFM Division Directors

A. Overview

The Department has implemented a new accounting system, Foundation Financial Information System (FFIS). This Bulletin provides procedures to assist employees/users to resolve problems with accessing and using FFIS, points of contact, the roles and responsibilities of the Servicing Budget and Fiscal Offices (SBFO), Area Computer Specialists (ACS), Information Technology Division (ITD) Help Desk, Vendor Coordinators, and the ARS FFIS Help Desk; hours of operation, responsibilities of the ARS FFIS Help Desk, and provides guidance on where users can call to resolve problems.

The Agricultural Research Service (ARS) has implemented the following procedures for assisting users in resolving issues and/or problems.

B. Points of contact for FFIS Issues and Problems

This section provides guidance on who should be contacted for specific issues and/or problems with FFIS. Generally, the first point of contact is the Area Administrative Office, and for Headquarters and National Agricultural Library (NAL), Financial Management Division's (FMD) Fiscal Operations Branch. Issues and/or problems will be elevated to the FFIS Help Desk on an as needed basis.

1.	Computer Specialist

Contact your local computer support personnel for the following issues. (In the areas, contact the ACS and at Headquarters contact the ITD Help Desk):

Installation of software to access National Finance Center (NFC) or FFIS, such as:

SecuRemote

BRIO (Software used to access FFIS reports)

VersaPath or NS/Elite

Access and Connectivity issues, such as:

Not getting the NFC banner screen (see attachment 1)

Getting to the NFC banner screen, but unable to log into NFC ("Invalid User ID or Password" error message)

Getting to the NFC banner screen, successfully logging into

NFC, but unable to reach the USDA FFIS banner screen via

menu screens (see attachment 2)

Unable to access the FFIS Data Warehouse at National Information Technology Center (NITC) BRIO

Questions regarding User IDs/Passwords:

Not having a valid USERID ( i.e. UECON01) and/or password for FFIS (After successfully logging into NFC banner screen and reaching the USDA FFIS banner screen) (see attachment 3)

Printing issues, such as:

Not receiving FFIS print jobs sent to RMT or U-printers

Unable to print reports from the BRIO system

2.	Servicing Budget and Fiscal Office

Area, NAL, Headquarters and Location personnel should contact their SBFO for the following issues and/or problems:

Adding new accounting codes

Establishing budgets for an accounting code

Clearing Suspense File items

Successfully logging into FFIS but unable to navigate the system

FFIS system is not performing as expected

Needing further guidance on how to enter, modify or reverse transactions, such as how and which document or table to use

The SBFO has the discretion to resolve an issue and/or problem or refer it to the FFIS Help Desk. If the SBFO cannot resolve the issue and/or problem they may request assistance or refer it to the FFIS Help Desk. Regardless of who is addressing the issue or problem, the SBFO should always be notified of the issue/problem status.

3.	Vendor Coordinator

Each Area office has designated a Vendor Coordinator and a back up. Headquarters and selected AFM Divisions (EAD, FD, FMD, and PPD) have also designated Vendor Coordinators and back up.

Vendor Coordinators are responsible for adding new vendors to the FFIS VEND Table and coordinating vendor information changes/updates with NFC.

Before a Location determines that a vendor needs to be added to the VEND Table, they should thoroughly search the VEND Table prior to contacting their Area Vendor Coordinator with all pertinent information. Selected AFM Divisions will follow the same procedure.

If the Area Vendor Coordinator and back up are unavailable and the adding of a vendor becomes critical, contact the ARS Vendor Coordinator.

4.	ARS FFIS Help Desk

Contact the ARS FFIS Help Desk directly for the following issues:

Problems past the USDA FFIS banner screen (see attachment 3)

System abends (abnormal ending of a program due to an operating system or program error)

SUSF documents that the user is unable to correct which remain in a "REJECT" status.

BRIO report issues, such as:

The reports will not execute properly

Data received from reports is inconsistent

A new report is required

Help exporting data to other file formats, e.g. Microsoft Excel spreadsheets

Those issues listed under Paragraph B and any other issues not listed above.

5.	Help Desk Operations

a.	Hours of Operation

The Financial Management Division has assigned a team leader and two full-
time employees to operate the ARS FFIS Help Desk. The hours of operation are 7:00 a.m. to 6:00 p.m. ET.

b.	Process

The FFIS Help Desk will handle inquiries via phone and electronic mail (e-
mail). A dedicated phone line (301-504-4429), fax (301-504-4390), and mailbox (ARS-FFIS-FA@ars.usda.gov) have been established to handle incoming customer inquiries. If members of the Help Desk are not

available to answer phone calls, you may leave a voice-mail message. An acknowledgment of receipt of inquiry for voice-mail messages and e-mail messages will be given usually within four hours of receipt. Inquiries will be processed on a first come first serve basis with recognition of prioritization for critical system problems. Upon review and resolution of inquiries, the Help Desk staff will notify the user of the resolution or status within 48 hours. A copy of the resolution will be provided to the SBFO/ACS. Under certain circumstances, telephone inquiries may be answered immediately.

A software tracking tool will be utilized to record all inquiries.

c.	Description of Problem

The following information will need to be provided to the Help Desk:

Name of individual experiencing the problem

Phone number

Location

Description of problem (include error message(s) and Document Number)

Print screen of problem and fax to 301-504-4390

Copy Servicing Budget and Fiscal Officer and/or Area Computer Specialist

d.	Interaction with ITD, NFC, and Associate Chief Financial Officer for Financial Systems (ACFO-FS)

If the problem can not be addressed by the Help Desk, it will be forwarded to ITD, NFC, or the ACFO-FS for resolution. The Help Desk will be the focal point for tracking the problem and reporting on its status.

6.	Dissemination of solutions to common problems

If the problem appears to be global, the ARS FFIS Help Desk will:

Send to the GroupWise FFIS Group an e-mail notice of the problem and the solution.

Publish on the ARS FFIS Web Site the same message.

The FMD Web Site will be expanded to contain a section addressing FFIS frequently asked questions.

After implementation, the ARS FFIS Help Desk will sponsor bi-weekly teleconferences with the ABFO community to share information, problems/resolutions, and identify ARS-wide issues or concerns.

If you have any questions concerning this guidance, please contact Joseph LaCour, ARS FFIS Functional Liaison, FMD, on 301-504-4845.

S. M. HELMRICH

Director

Financial Management Division

Attachment 1

Error Message - [TN3270-13]: Session Name: Host not found or unable to resolve host name.

Cause: The host name you entered in the Host Name or IP Address box in the link setting's Connection panel was incorrect, or the host is down right now.

CALL YOUR ACS

Can't get this screen, or past this screen??

================================================================================

== 06/12/01 SNX32702 FF300382 PF1=HELP ==

================================================================================

== NN NN FFFFFFFF CCCCCCCC ==

== NNN NN FFFFFFFF CCCCCCCC ==

== NNNN NN FF CC ==

== NN NN NN FFFFFFFF CC ==

== NN NNNN FFFFFFFF CC ==

== NN NNN FF CCCCCCCC ==

== NN NN FF CCCCCCCC ==

== ======================================================================== ==

== ========== National Finance Center ========== ==

== ========== Office of the Chief Financial Officer ========== ==

== ========== United States Department of Agriculture ========== ==

== ================================================================ ==

== For Authorized Use Only ==

== ENTER USER ID = PASSWORD = NEW PASSWORD = ==

== ==

== ENTER APPLICATION NAME = OR PRESS ENTER FOR MENU ==

== ==

== ==

== ==

CALL YOUR ACS

Attachment 2

Can't get past menu screen?

================================================================================

== 06/12/01 FF300382 11:41:52 CT ==

== FINANCIAL INFORMATION SYSTEMS ==

== ==

== I. ENTRY-INQUIRY SYSTEMS ==

== 1. CADI AVAILABLE II. REPORTING SYSTEMS ==

== 2. BLCO AVAILABLE 12. FOCUSRPT AVAILABLE ==

== 3. FAADS AVAILABLE 13. BATCHFOC AVAILABLE ==

== 4. MASC AVAILABLE III. UTILITIES ==

== 5. MASCVAL AVAILABLE 14. ISPF AVAILABLE ==

== 6. GLID AVAILABLE 15. VPSPRINT AVAILABLE ==

== 7. PLAN AVAILABLE IV. FFIS SYSTEMS ==

== 8. DFIS AVAILABLE 16. FFIS MENU AVAILABLE ==

== 9. TPIR AVAILABLE V. DATA WAREHOUSE ==

== 10. ABCOINQ AVAILABLE 17. CETR AVAILABLE ==

== 11. FREL AVAILABLE 18. FUTURE ==

== 19. FUTURE ==

== 20. RPST AVAILABLE ==

== ==

== ==

== ==

== PF1 = HELP PF3 = NFCMENU ENTER SELECTION 1-20 ==> 16 PF11 = EXIT ==

================================================================================

CALL YOUR ACS

Attachment 3

Any problems past this stage

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THIS COMMERCIAL SOFTWARE IS DELIVERED WITH RESTRICTED RIGHTS TO THE

GOVERNMENT, USE, REPRODUCTION, OR DISCLOSURE IS SUBJECT TO THE

RESTRICTIONS SET FORTH IN THE FAR, DFAR, OR OTHER LICENSE

REFERENCED IN THE CONTRACT.

SELECT BY NUMBER: 1. TABLE INQUIRY/UPDATE (MTI)

X. EXIT

COMMAND:

USERID: PASSWORD:

NEW PASSWORD: VERIFICATION:

CALL THE ARS FFIS HELP DESK AT 301-504-4429