Momentus Support Model and Org Admin Resources

Momentus Support Hierarchy

The diagram details the support structure CES, and the Vendor will provide the CSU’s Org Admins. Public-facing and Back-Office users affiliated with each CSU will continue funneling their issues through the Org Admin(s), who can continue to escalate tickets to our team as needed.

User key:

• Public-facing user: Anyone signing into an OSB to request/reserve space

• Back-office user: Anyone signing into Momentus back-office with SSO (must be current student, staff, or faculty at UT)

• CSU Org Admin: renamed Department Admin to match Momentus vocabulary – CSU-level administrator or manages their Momentus org’s overall configuration including users, spaces, onboarding new departments

• UT Momentus Administrator (System Admin): CES (current members are Amanda Congdon, Jessica Van Amburgh, Seth Curlee) – manages system-wide configuration and maintenance of Momentus.

UT Momentus Admin will continue to:

• Meet regularly with our Momentus Customer Success Manager and will share updates, features, and insights

• Learn product features and provide examples of how Org Admins can implement them in their orgs

• Offer best practices and ideas to solve complex business requirements using Momentus

  • For example, creating views that use formula fields, customizing dashboard for different audiences, adding or editing User Roles, implementing workflows and resource management.

• Offer ways orgs can expand their use of Momentus and get the most value out of the software

• Provide escalated support for user and software issues

Momentus Support Ticketing System

Please submit all Momentus-related issues through the form: Momentus Issue Report Form

• Submitting user and software issues through this form will allow us to:

  • better track and respond to issues

  • uncover patterns based on the problems received that can then be reported to Momentus as a system-wide bug or potential product enhancement request

  • address recurring issues in training

• Important Notes:

  • Before submitting the form, please check the Momentus support center, the Momentus Wiki, and UT-specific resources in Box for the answer.

  • Please do not share the form with users; Org (department) Admins should submit the form on the user’s behalf.

Org Admin Check-list

• Please utilize the Org Admin checklist to assist you in managing your org and onboarding new departments.

• This file documents most of the items needed to have your organization at a functional level.

• You can download it here.

Org Admin Reminders

Momentus Office Hours

• Beginning in January 2025,  a series of Monthly Standing Office Hours will be open for the Org Admins.

  • The time can be used to answer questions, review common or recurring issues, discuss best practices, collect product enhancement ideas, and review upcoming feature releases nd planned updates or patches.

Multi-Organization Management

UT has opted to utilize the multi-org function available via Momentus. This offered our CSUs more control for their own space as well as less visibility into another’s domain. While there is a lot of information that can be silo’d, there are some functions/feature in Momentus that can potentially affect other CSUs if changes are made. As an Org Admin, please be mindful as you have the ability to make changes most users cannot and those can inadvertently affect system-wide use. To the best of our ability, we have documented (and will continue to update) functions in the system that are most commonly used that are org-specific, system-wide, or potentially overlap.

*Indicates that while you might be able to see them, they can still be silo'd to just your users.

Support model for PepperDash

• If the event information is not displaying or the information displayed is incorrect (but correct in Momentus) please contact PepperDash directly for support and copy UTMomentusAdmin@austin.utexas.edu.

• Support email: support@pepperdash.com, copy SRayancha@pepperdash.com

 Admin tenants

• Each CSU will have its admin and users within your tenant to manage your displays and configurations

• The UT Momentus admin team will have an admin user in each tenant for visibility