Technical support system launched for Endeavor electronic research administration platform

The Electronic Research Administration (ERA) unit in the Office of the Senior Vice President for Research and Economic Development has launched a new ticketing system for technical support requests related to Endeavor, Auburn’s new ERA system.

 AU users can now request technical assistance for Endeavor modules. To submit a ticket, please visit https://aub.ie/endeavorsupport. Currently, assistance is provided for conflict of interest (COI) and Institutional Review Board (IRB) modules, but it will also support other modules as they are rolled out in the coming months.

The link is also accessible through the Research Compliance and ERA websites, or directly at aub.ie/endeavorsupport.

 Examples of when someone might need to submit a ticket include:

• A student who is not a registered user requiring access to the system;
• Difficulty finding an entity or location in the system;
• Encountering errors or having general questions.

 As with other Service-Now support requests, requestors will receive an email related to their request and information on progress being made to correct the error or respond to missing personnel information. Most personnel and entity requests can be managed internally with a quick turnaround time, but some technical issues may require the ERA unit to submit a formal ticket to the Endeavor vendor for correction. Depending upon the severity of the issue, a request to the vendor could take a few days.

The ERA unit and the other offices of the SVPRED are working diligently to assure the Endeavor system works for everyone who needs it. Implementing this new ticketing system will allow us to respond quickly with automated communication channels. We hope this provides value and consistency in managing your experiences with Endeavor.