Submitting an Employee Travel and Reimbursement (ET&R) Customer Support Request via SAI360 - Duke Employees

This document guides Duke employees in submitting a customer support request for assistance from ET&R. Submitting a request is the most effective and efficient way for Duke employees and TRaC Representatives to address questions around employee and student expense reports, Concur updates, and research payments including ClinCard related questions and concerns.

Gwen Hall-DiFabio
23 steps
2 minutes

Compliance360

Submitting a Customer Support Request

Duke employees should use this [link](https://secure.compliance360.com/ext/L2dpgQHklQLqwjOqG79wMV6rDgXIq-Wp) to launch a customer support request. Multi-factor authentication is required.

The ET&R Internal Submission form launches with prepopulated information associated with the submitting employee.

Fields highlighted with a red asterisk are required.

Enter a contact **Phone.** This field is optional.

In the **ETR Category** field, select the topic from the drop-down menu that best matches the nature of the submission.

Based on the **ETR Category** field Selection, select the **ETR SubCategory** from the menu.

Based on the **ETR Category** and **SubCategory** selected, this section of the form will change display, prompting you to enter the information applicable to your request. Please read the fields carefully and include all required information to ensure a timely and accurate response to your request. The screen shot below shows required information for a Concur Workflow Update. Please see the **Employee Lookup** section of this guide for details on looking up a Duke employee to copy on the request.

Fields highlighted with a red asterisk are required.

Once the **Summary of Request** field is complete, select **Save** to save the request or **Save and Close** to save and submit the request.

If you want to attach documents to the request, you must save it before proceeding.

If you need to add attachments, select **New** once you've saved the request.

Enter the **Name** of the file you are attaching and **Select File** to find the PDF form supporting the request.

Select **Close** to exit the attachment view.

Once you've added an attachment, you can select **Actions** to make changes to the attachment.

Select **Save and Close** to submit the request.

You will receive a message confirming you've successfully submitted the request. Follow the instructions on the screen.

The incident management system ***will*** send a confirmation email upon submission.

Response to a Customer Support Request

Employee Travel & Reimbursement will respond to all requests from current Duke employees within the customer support portal. Employees can anticipate receiving a response within two- four business days.

Employees will receive responses via an email from Duke Compliance Services. The subject will identify the item as a ET&R request.

Once launched, the email displays **Disposition Information** where the employee will see the detailed information addressing their question or request.

Copying a Duke Employee - Employee Lookup

For some types of requests, the requesting employee may want to copy another employee or their manager on the request. If that option is available, the **CC'd Employee** box displays. Select **Add.**

Click "Any Field"

Click "Employee Name"

Click "select"

Click this button field.

Click this button.