Effective October 1, 2021, the UCPath Center implemented changes to the process of determining and communicating expected case resolution dates for inquiries.
To align with UCPath working hours, service targets used to determine expected resolution dates now exclude weekends and holidays.
Example
For a case opened on Friday, 10/1, with a five-day service target:
- Following the former process, the expected resolution date is Wednesday, 10/6.
- Following the new process, the expected resolution date is Friday, 10/8.
The case submitter will receive an email confirmation for each new case opened. After reviewing the case, the UCPath Center will send a separate email to the submitter with the expected resolution date. Previously, an expected resolution date was included in the initial confirmation email. The pending closure period will remain as five calendar days, and users have an additional five days to reopen a closed case.
Review the software simulation Submit a Case to the UCPath Center (MyAccess login required) for detailed instructions on submitting and closing a case. Not sure when to submit a case to the UCPath Center and when to contact support resources at UCSF? The UCPath Get Help web page provides primary contacts by service for campus and UCSF Health employees.