Purpose of this PeopleSoft Business Process The purpose of this process is to provide support to Oxy’s foreign locations that rely on PeopleSoft (PS) to process their HR data which integrates into local support systems, including various local payroll systems. This process will cover support during normal business hours as well as support during non U.S business hours.
General Principles on which this Support Model Operates It is expected that each country will have one employee designated as the main contact to channel PS problems and issues who is also responsible to make a determination, especially during non U.S. normal business hours, if there is sufficient reason to make an emergency contact to either the HR Systems or IT team.
During Normal U.S. business hours for non-emergency issues or problems. o E-mail is the preferred method of communication, office phone call would be next and it should be directed to the individual or exchange distribution list that is shown on the General Contact Information document.
For emergency notifications during normal and after normal business hours. o After hours emergencies will only be supported on pre-agreed to calendar days, which each country determines in advance and should only be on the last day to confirm a payroll. In other words, if payroll fails due to a PS issue(s) o Emergency notifications on non-payroll critical days are okay after 7 AM CST until 9 PM CST Monday through Friday o E-mail is the preferred method of communication. A call can also be made to the appropriate individual to his/her office phone. o If there is no response from the initial email, the appropriate Primary contact person should be contacted by calling the cell phone number. Please note that contacting a Primary contact person does not mean issues can be easily resolved since the Primary contact person does not have any update capabilities to the production databases due to audit requirements.
Any core table udpate requests HR Systems receives on Saturday and Sunday will be processed on Monday during US business hours.
Revised on 3 February 2014 General Guidelines for Each Country Below are some general guidelines/principles which each country should follow to minimize emergency notifications:
PS Passwords
o All key local HR staff should set up their Forgotten Password Help in PS through ensuring that his/her system profile is set-up. This should help avoid emergency password resets for HR staff, since passwords can be e-mailed back to the user. Foreign National employees should also be encouraged to use this feature as well.
o Password resets for non-HR staff must go through OxyLink Service Center. Employees should be encouraged to use the “Contact Us” on the OxyLink Home Page. Please note that password resets for non-HR staff will only be responded to during normal service center hours, 8:30 AM to 5:00 PM CST, Monday through Friday.
o HR staff may contact the OxyLink Service Center on behalf of local employees if the HR feels there may be a language barrier. If an HR staff requests a password, reset on behalf of an employee the temporary password will be sent back to the requesting HR for transmittal back to the employee.
PS Server Issues
o Prior to sending out an emergency notification that the PS server is not responding the local point person should:
1. Contact their local IT support group and make sure that there are no LAN or WAN issues which may be preventing connectivity to the PS server.
2. If available and at their disposal use an outside independent ISP and see if there is connectivity at oxylink.oxy.com
3. If after executing steps 1 and 2 above and the emergency is on a payroll critical date, the point person can make the determination to declare an off hours emergency.
Revised on 3 February 2014