Ellucian Hub Support Center

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This article will help you to access the Banner / Ellucian HUB - Support Center. If you need assistance with any part of this process, submit a service request.

Who is Eligible?

Active Faculty or Staff

Accessing Ellucian HUB / Support Center

Already Have An Account

If you already have an Ellucian HUB account, then click on the "Ellucian Hub" link from the UTS Banner Home Page:

http://www.oakland.edu/uts/banner

Webpage from Oakland University Technology Services detailing available Banner services. Sections include Production, Testing, and Ellucian services.

Login page for Ellucian with fields for username and password. Users are prompted to sign in. The page is simple and functional in design.

Request Access to Ellucian HUB

If you do not have an Ellucian HUB account, please go to the link below to submit a request.

Note: It can take up to 5 business days to process.

https://clientapps.ellucian.com/SignUp

Screenshot of the Ellucian Hub Registration form with fields for email input, CAPTCHA, and a "Submit" button. A red arrow points to instructions.

Ellucian HUB

From the Ellucian HUB, you can access the Download Center, Support Center, and XE Registry.

Most Non-UTS Banner Users will only need access to the Ellucian Support Center.

Screenshot of a webpage showing Ellucian's dashboard. Four icons are present; the "Ellucian Support Center" icon is circled in red, indicating focus.

From the Ellucian Support Center, you can

create / track Cases
search / read Cases, Articles and Documentation
download / read Banner Documentation

A single / easy method to find anything is to use the "Search" in the upper right corner.

Webpage titled "Ellucian Support Center" with purple navigation bar. Left panel shows navigation links. Right search bar is circled; "Cases" and "Search" tabs are highlighted.

Ellucian HUB FAQ

For additional help, please see the Elluican HUB FAQ section at the link below:

http://www.ellucian.com/Support-and-Training/FAQ-for-Ellucian-Hub-Registration/

Webpage of Ellucian showing frequently asked questions about hub registration. The page has a purple header and text with topics on password and username recovery.

Resources and Tips

This is not intended to be a complete training guide for using the Ellucian HUB.

There are many tips and resources on the Ellucian HUB / Support Center Homepage.

Webpage of Ellucian Support Center showing navigation menus on the left and instructions for using Global Search. Key sections are highlighted in yellow.

Creating / Tracking Cases

You can

Create New Case
- Click "Create New Case" link in the upper left
Review Existing Cases (drop-down)
- select "My Institution’s Open Cases"
- select "My Institution’s Cases"

A computer screen displaying the Ellucian support center dashboard. The interface shows a list of cases with headings for case numbers, priority, and status. Two red circles highlight menu options on the left and top sections, focusing on different case views. The overall tone is professional and organized.

Creating New Cases

When "Creating a New Case", select

Product Line – (normally Banner)
Product name – (Student, Student SS, Fin Aid, etc)
Module – (if specific, otherwise use Overall)
Version – (check the Data Dictionary for Product Version)

Click Next

Ellucian software interface displaying a user support center. 'Step 1' of 'Product Selection' form shown with drop-down menus for product line, name, and version. Options include 'Advancement' and 'Relationship Management.' A sidebar lists various support options and articles. The design is simple, using purple headers, tabs, and a white background.

When "Creating a New Case", enter

Priority
Object (Form name, Package, etc)
Subject - be to the point Advancement - Connector Issue - AUACRVW - ORA-28115
Description – provide details
- Error Code / Message
- Form / Package name
- Steps to get there
- Screen shot, log and/or lis files

Click Submit

Web interface of the Ellucian Support Center. Dropdown menus for product selection are shown, with options like 'Advancement Performance.' The page layout includes navigation menus and buttons for 'Next' and 'Cancel.'

Search / Read Cases, Articles and Documentation

A search can be done by entering error messages, document names, object names or key words in either the Search box to the upper-left or the top-right corner.

Types of results returned are:

Articles (FAQs)
Cases
Change Requests
Files (Documentation)

Screenshot of Ellucian support center webpage in a case edit view. It features form fields for legacy case number and status dropdown, with a sidebar navigation menu.

A web page displaying search results on an Ellucian support site. Includes search bar, purple header, articles, cases, change requests in a table format.

Download / Read Banner Documentation

There are multiple ways to find specific documentation.

"Search" in the upper left corner
"My Documentation Libraries" (a drill-down in the main [middle] menu by Banner Product

In the "My Documentation Libraries", click on "Next" to see the other Banner Products.

A computer screen displaying a support center dashboard with tabs for cases, change requests, and files. The interface shows lists of details like case numbers, subjects, statuses, and dates. The tone is technical and organized, suitable for tracking and managing support issues.

Find Specific Documentation

For example, to see the "Student" documentation, click on the Next button until Banner Student is listed and then click on Banner Student.

At this point, you can scroll through the list looking for the specific manual.

A better method is to click on the "Show All" button.

This allows you to search for a manual.

Screenshot of the Ellucian documentation library interface. The page features navigation tabs, search bar, documentation list, popular tags, and recent items.

From here, you can type in the specific Product or Type of manual.

Examples

eTranscript (can select English to limit results)
User Guide or "User Guide"

Next, "check" the desired manual and Click the "Download" button.

Depending on your settings, the download pop-up may appear asking to either Open or Save.

A webpage from Ellucian's documentation library for 'Banner Student' is displayed. A list of guides with publication dates is visible, with a 'View All' button encircled in red. The page has a purple header and sidebar, creating a professional and organized tone.