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The More You Know: Selecting the Right CRU Case Topic

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The Central Resource Unit (CRU) is committed to providing timely support for UCLA HR and Payroll inquiries. One of the simplest ways to receive efficient support is to select the form topic that best matches your issue when submitting a case through the CRU portal.

CRU has seen a recent increase in HR/Admin form cases submitted under the "AWE Routing and UID Issues" topic, when the request is related to another HR or payroll issue. Because AWE cases are routed to a specialized technical queue, incorrectly categorized requests must be manually reassigned, creating delays for everyone.

When submitting a case through the HR Admin Request Form, please remind your teams to:

  • Choose the topic that most closely matches their issue. Use "Other" only when no appropriate topic is available.
  • Avoid selecting "AWE Routing and UID Issues" unless the request involves AWE routing errors, UID mismatches, or system access issues. Although first on the topic list, "AWE Routing and UID Issues" should not be used as a default option.
  • Follow  guidance provided by the CRU case portal when a topic is directed to UCPath. If UCLA support is still needed, select the closest applicable topic that allows the case to be submitted.

We created a CRU Form Topic Reminder message template that can be shared with your department to help employees submit requests correctly and reduce processing delays.

When requests are routed to the right team the first time, CRU can provide faster, more efficient support for the entire UCLA community. Thank you for your support!