The CBS (Common Business System) application is DoIT's implementation of Oracle Corporation's suite of business software, Oracle Applications. Oracle Applications is written using Oracle's Developer 2000 Forms development tool.

The CBS System is actually a combination of a number of computer systems. The CBS client is the main Developer 2000 Forms application. This is what people usually mean when they refer to CBS.

• Service Users: DoIT Staff are the only customers entitled to CBS Support.

• Availability: Unknown

• Server Information: Unknown

• Unique Support Conditions: 

  • With the Internet Explorer end-of-life announcement, CBS users are encouraged to move to Microsoft Edge with IE mode. IE mode enables backward compatibility and will be supported through at least 2029. Additionally, Microsoft will provide notice one year prior to retiring IE mode. 
  • CBS decommissioning will be completed by July 2026, following the completion of archiving the data.

Select an appropriate technical service, category and subcategory from the options below.

• CBS
  • CBS
    • Account/Billing - time entry, project costing, billing and authorizations
    • Account/Password Reset - password reset issues
    • Submit Incident

For ALL incidents, gather the following minimum required information:

✔ Clear, detailed description of the problem

✔ Complete customer contact information

Copy/paste the following additional required information into the WiscIT Description field:

Click the text box to select all, copy with Ctrl+C.

None.

For a visual depiction of this workflow, see the following image: Process Diagram

1. The Help Desk receives one or more customer contacts for an issue that is identified as a potential outage.

2. HDQA checks the outages page for any related open planned outages. HDQA then chats SNCC via Service Support Chat Room and confirms an outage should be declared.

3. If an outage is identified, SNCC should immediately begin creating an Outage.

4. HDQA receives the Incident from the agent(s) who handled the initial contact(s).

5. HDQA creates a problem in Cherwell by selecting New > Problem. HDQA then fills out the fields in the Identify and Classify section of the Problem with the information they gathered from the Incident(s). For assistance with Problem creation, reference: Help Desk Training - Create a Problem in WiscIT without the Problem Manager or Help Desk Training - Create a Problem in WiscIT with the Problem Manager.

   

6. When the Problem has been created and saved, HDQA clicks the team name in the Owned by pane and assigns the Problem to 'SNCC-Sysops' or 'SNCC-Network' as directed by the service handling doc or SNCC staff.

   

7. SNCC receives the Problem and links the Problem to the Outage from the Problem screen.

8. HDQA links the original Incident(s) and any additional relevant Incidents they have received to the Problem. For instructions on performing this step, see WiscIT - Linking an Incident to a Problem.

9. As calls continue to come in, Help Desk agents should link the Incidents to the Problem themselves. Level 1 agents should simply save the Incident at this stage; do NOT resolve these Incidents or escalate them to HDQA.

10. When the outage is resolved, SNCC will go into the open Problem and select the Resolve Attached Incidents link on left side of screen; this will email all customers that their Incidents should be resolved. The email will direct customers to contact the Help Desk if they believe the issue is still occurring.

    

11. If the problem needs follow-up investigation, SNCC will assign the Problem to the appropriate team.

None.