Procore Support Request Guide

1.  NEW SUPPORT REQUEST

End Users fill out a new Support Ticket using the SmartSheet form, which can be found using this link: Procore Support Request.

1.1.        The form is dynamic and will update fields based on the user entry and type of request. However, there are some fields that are common to all request types:

     1.1.1.   Requested by: The name of the person making the request.

     1.1.2.   Requestor Email: The email address of the requestor.

     1.1.3.   Type of User: Dropdown to select whether the actionable user is an SDGE Employee, consultant, construction contractor, or external municipality / communication provider.

     1.1.4.   Company Email: The actionable user’s email address.

     1.1.5.   Procore Instances / Programs: Procore Instances the request applies to.

     1.1.6.   Supporting Documentation: Upload any supporting files such as project lists or emails.

1.2.        Access Requests

The forms are used to Add, Remove, or perform bulk access requests

·       Once the Access Request is selected, the form will change so that only specific fields are visible.

1.3.        The attachments in the Supporting Documentation are required if you request:

·        Bulk action on list of users – selecting Bulk: Add or Remove

·        Bulk access to a list of projects for user(s) – More than 5 projects

1.4.        Most fields on the form have helper text to describe what they are used for and how to fill them out. Here are detailed instructions to help you further:

     1.4.1.   Access Request Type: Select all options from the dropdown based on your need. Multi-select if applicable.

     1.4.2.   Bulk Requests - Instructions: (Skip this part if you have selected Add User or Remove User)

     1.4.2.1.  If you select Bulk Add/ Bulk Remove options, then you will see two additional fields populating on the form: Under Permission Template Mirroring you will see a link to download an Excel template. Please use this to provide all possible details to ensure that the correct permission template is applied. Select the Bulk Request Attestation.

     1.4.3.   Permission Template Mirroring – Used to match only the Procore tool permission level. To have your account added to specific projects, you will need to provide a complete project list. In order to mirror a project access please follow: How to Export Project List in Procore.

     1.4.3.1.  Add any supporting documentation as needed to complete the request and then select Submit.

     1.4.4. Project List: Required for all requests regarding five or more projects.

Note: If your account was deactivated due to temporary leave or failure to log in for 120 days, please note in the comments that this is a Reactivation of the account as-is, and a Project list will not be needed.

1.5.        Archival Request – Archiving Procore Projects

Project archival is requested in accordance with BU archival triggering requirements. This

request may only be submitted by an authorized closeout specialist. Once approved, all

users will be removed from the projects being closed out with the exception of the closeout

specialists, who will receive special permissions to enable successful closeout.

     1.5.1.   Enter a Request Title

    1.5.2.   Select the Priority (low, medium, high)

    1.5.3.   Select which tools may contain records for the Tools Affected dropdown list.

    1.5.4.   Enter in the name of the requestor in the Requested by box.

    1.5.5.   Enter the Requestor Email

    1.5.6.   Under Requested For, list the name of one of the closeout specialists that will need access to the projects being closed out. If there are multiple specialists that require access, please list these in the attachment.

     1.5.7.   Select the Type of User and Project Role from the dropdown menu for the person listed under Requested For.

     1.5.8.   List the Company Email for the user listed under Requested For.

     1.5.9   Under Project/ Program Manager / Muni Advisor list the name of the BU leader that owns the project(s) being closed out.

     1.5.10 Select the relevant Procore Instances / Programs from the drop-down menu.

     1.5.11 Under Project(s) Supported list the names of the projects that are to be closed out. Projects must be listed exactly as they are listed in Procore.

    1.5.12 Under Additional Details note any relevant information not listed elsewhere.

     1.5.13   Under Supporting Documentation, include any attachments including lists of closeout specialists and/ or a list of projects to be closed out.

1.6.        Consultation/ Enhancement

Consultation is requested when there is a need to meet and discuss a process or use case. They may also be used for troubleshooting.

·       Select Consultation. The form will change, so that only specific fields are visible.

·       Most fields have helper text to describe what they are used for and how to fill them out:

o   Request Title: Brief description on what are meeting on.

o   Priority: Low, Medium, High.

o   Request By: Who is initiating the request.

o   User Type:

• SDG&E: Employee.
• Consultant: Contracted consultant to perform a service on behalf of SDG&E.
• Construction Contractor: Contracted to perform construction-related activities.

o   Company Email: User’s email account being registered to Procore. Account will be verified by Project/Program Manager for approval

o   Procore Instance/Programs: Instances are listed via a drop down and can be multi select if applicable.

o   Consultation Details: Full description on what the consultation is for. This will help us be better prepared for the meeting. Add any contacts in the details that you want to be part of the meeting.

• Add any supporting documentation as needed to complete the request and then select Submit.

1.7.        Distribution List Change

This is a quick way to request an update (Add / Remove) to the distribution list. Note - For companies, distribution lists will default on all users of the same company added in the company list.

·       Select Distribution List Change. The form will change, so that only specific fields are visible.

·       Most fields have helper text to describe what they are used for and how to fille them out:

o   Request Title: Brief description on what are meeting on.

o   Priority: Low, Medium, High.

o   Request By: Who is initiating the request.

o   User Type:

• SDG&E: Employee.
• Consultant: Contracted consultant to perform a service on behalf of SDG&E.
• Construction Contractor: Contracted to perform construction-related activities.
•  Company Email: User’s email account being registered to Procore. Account will be verified by Project/Program Manager for approval

o   Procore Instance/Programs: Instances are listed via a drop down and can be multi select if applicable.

o   Distribution List Update: A full list of the changes requested. Note - This will not give access to users that are not in the system already. Those users will require a separate access request.

• Add any supporting documentation as needed to complete the request and then select Submit.

1.8.        Site Issues/Bugs

A way to report issues encountered or a system glitch. Be as descriptive as possible and inclusion of screenshots is highly recommended.

·       Select Distribution List Change. The form will change, so that only specific fields are visible.

·       Most fields have helper text to describe what they are used for and how to fille them out:

o   Request Title: Brief description on what are meeting on.

o   Priority: Low, Medium, High.

o   Request By: Who is initiating the request.

o   User Type:

• SDG&E: Employee.
• Consultant: Contracted consultant to perform a service on behalf of SDG&E.
• Construction Contractor: Contracted to perform construction-related activities.

o   Company Email: User’s email account being registered to Procore. Account will be verified by Project/Program Manager for approval

o   Procore Instance/Programs: Instances are listed via a drop down and can be multi select if applicable.

o   Additional Details: Field used to capture all the details from your request. Be as descriptive and include URLs where possible.

o   Supporting Documentation: Share supporting documentation for your request. (Bulk User/Project Requests, workflows, screenshots, mockups, etc.)

• Add any supporting documentation as needed to complete the request and then select Submit.

2. PROCORE ACCESS PORTAL

2.1.        If you have an SDG&E Contractor or SDG&E email, you can view all your tickets at any time using the following link: Check your Request(s).

• Email notifications will be provided to the requestor throughout the process.
• Additional services can be found through the Procore Access Portal. Ex: Access Requests, Expedited removal, Check request(s), etc. SDG&E Host managers check their own requests.

• Procore Support Request: Used for all requests in Procore
• Expedited Procore Access Removal: Simplified form to remove a user under 24 hours.
• Check Your Request(s): Permission-controlled report for any users that have filled the Optional field Requestor Email to check on their request status.
• Host Manager Activity View: Permission-controlled view for the Host Managers to review all requests submitted for them.

2.2.        The Procore System Administrator’s contact information is listed for all current instances for everyone to know who supports those groups and fulfill those access requests.