Manage tickets

Every email that is sent to the Education Payroll Service Centre and some requests on EdPay will generate an email response showing a task reference/ticket number or PRN (payroll receipt number). Careful management of tickets will help to avoid errors, which may result in an employee being paid incorrectly.

When checking fortnightly pay, use the following tools to help you track manual instructions.

'Daily status of your tickets' email

The 'Daily status of your tickets' email lists tickets that an authorised user has submitted to the Education Payroll Service Centre over the past three pay periods, but which have not yet been processed.

This email is only sent to authorised users who have outstanding tickets on any given day. If more than one authorised user at a school has outstanding tickets, separate emails will be sent to each authorised user. These are not combined into one list for the school. You will only recieve updates about the ticket that you submitted, or that have been assigned to you by Education Payroll.

If a ticket appears in the email, you do not need to call the Education Payroll Service Centre or send a duplicate form or NOVO31 form for it to be processed. You will receive an email notification when the instruction is processed.

When requesting a status update from the Education Payroll Service Centre on an instruction, use the original ticket number, or reply to the original email notification rather than the 'Daily status of your tickets' email.

Activity History

The Activity History screen in EdPay is the first place to check if online pay instructions have been submitted correctly. This screen shows a history of submitted requests such as add new employee and onboarding, pay details change, funding department code change, allowance change, and timesheet and leave submissions.

This screen will show you the date these requests were submitted, who submitted the request, which employee it relates to, the processing status and the task reference (ticket) number. If the submission is processed automatically, a task reference number will not be generated. 

Some of the requests in this screen can be expanded to see more details, by clicking on the  > by the task reference number. 

Tips for managing ticket numbers

  • Enter or send payroll instructions as you receive them, adhering to the cut-off times. See Cut-off times for pay instructions.
    For more tips on sending forms, see Sending forms.
  • File the email response in a named email folder, so that you can locate it if necessary. Write the ticket number and pay period if you have a printed copy of the form.
  • If you have emailed a form, do not send a second duplicate copy. If you wish to send a query about a form, locate the original email that the Education Payroll Service Centre sent with the ticket number and reply to that email, so that a new ticket number is not generated. You can also look at your 'Daily status of your tickets' email to find the ticket reference number.
  • If you need to change information that you have already provided to the Education Payroll Service Centre, but which has not yet been processed, phone the Service Desk for advice before sending a replacement form.
  • If you reply to a 'closed' ticket, the Service Centre will not see your message. Instead please call your Payroll Advisor and use the ticket number as reference.

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