Payroll Improvement Project Bulletin No. PIP-017

Post Production Support for PayServ 9.2
Date Issued
February 4, 2021
Status Date
February 12, 2021


The purpose of this bulletin is to inform PayServ users who experience errors, are unsure how to complete transactions, or who need assistance with PS Queries that have been renamed how to get help immediately after the upgrade to PayServ 9.2.

Affected Employees

All agency PayServ and PS Query users are affected.


The Office of the State Comptroller is upgrading PayServ to PeopleSoft version 9.2. Version 9.2 will go live on March 15, 2021.

Immediately after cutover, all requests for assistance will be routed through the PayServ92Support mailbox. This will ensure that any widespread issues are identified and resolved, and any information that should be communicated to users is compiled and sent out quickly.

PayServ will be unavailable from noon on March 10, 2021 until March 15, 2021.

The final payroll processed in PayServ v 9.1 will be the Administration cycle, Pay Period 24L/25C, paycheck date March 17, 2021.

The first payroll processed in PayServ v 9.2 will be the Institution cycle, Pay Period 25L/26C, paycheck date March 25, 2021.

Refer to the 2020-2021 Schedule for Agency Payroll Submission and Report and File Availability for additional information.

Effective Dates

The PayServ92Support mailbox will be used for reporting all PS Query and PayServ v 9.2 issues beginning on March 15, 2021.

PayServ Availability

PayServ will be unavailable from noon on March 10, 2021 until March 15, 2021.

PayServ availability surrounding cutover has been extended to include:

Saturday 02/27 6:30 am – 4:00 pm
Sunday 02/28 6:30 am – 4:00 pm
Monday 03/01 6:30 am – 8:00 pm
Tuesday 03/02 6:30 am – 8:00 pm
Wednesday 03/03 6:30 am – 8:00 pm
Thursday 03/04 5:00 am – 8:00 pm
Friday 03/05 5:00 am – 8:00 pm
Saturday 03/06 6:30 am – 4:00 pm
Sunday 03/07 6:30 am – 4:00 pm
Monday 03/08 7:00 am – 8:00 pm
Tuesday 03/09 7:00 am – 8:00 pm
Wednesday 03/10 7:00 am – 12:00 pm
Monday 03/15 TBD* – 4:00 pm
Tuesday 03/16 6:00 am – 8:00 pm
Wednesday 03/17 6:00 am – 8:00 pm
Thursday 03/18 6:00 am – 8:00 pm

* system availability Monday, 3/15 is to be determined; hours will be updated after cutover activities have begun

Agency Actions – Reporting Issues

All PS Query PayServ v 9.2 issues reported to OSC beginning March 15, 2021 must be sent to the PayServ92Support mailbox. PayServ, PS Query, and Control D access requests (CSURPS requests) should continue to be made through Agency Security Coordinators as normal.

Before issues are reported, users who are experiencing issues should clear their cache and re-try the steps that produced the issue. Favorites will be deleted during cutover and will need to be recreated in v 9.2. All bulletins related to the upgrade to v 9.2 are available on the Payroll Improvement Project bulletin page.

Agency users must report all issues within their agencies according to their existing PayServ support procedures. Agency Coordinators have been identified in several agencies to assist in resolving user issues related to the change to v 9.2. The list of coordinators will be available on the PayServ v 9.2 bulletin board.

Agency issues that are reported to OSC must include the items below:

Online PayServ Issues

  • the name and user ID for user(s) who encountered the issue
  • the specific steps taken, the expected outcome, and the actual outcome
  • the date and time the issue was encountered
  • a screenshot of the page, including the navigation path or PayServ menu and any error messages returned

PS Query Issues

  • the name and user ID for user(s) who encountered the issue
  • the specific steps taken, the expected outcome, and the actual outcome
  • the name of the query and whether it is private, public, or locked
  • a screenshot of any error messages returned or pages that are not as expected

AI or Masterfile Issues

  • the name of the account used for transmitting files
  • the exact name of the file(s) sent, expected, or received
  • the date and time the file was sent or received
  • the expected outcome and the actual outcome
  • specific transactions that are in error if possible

If issues are reported outside this process, or without the necessary information, the resolution time will be impacted.

OSC Actions

All issues reported to the PayServ92Support mailbox will be responded to within one business day. OSC will answer questions or route and resolve issues reported as quickly as possible, and will notify all agencies of any widespread issues using the PayServ Bulletin Board and/or email.


Any questions regarding this bulletin may be directed to the Payroll Improvement Project mailbox. Please include “Bulletin PIP-017” in the Subject line of the email.