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OnBase Information Resources & Technology

Support Page Content

OnBase FAQs

General Questions

How do I get provisioned for OnBase?

For basic access, please submit an OnBase Application Access Request. If you are a power user, you may need to request the Unity Client or Outlook Integration Plug-in for your workstation.

I recently retired, but I am coming back temporarily to help in the department. How do I get my account activated?

Please contact the IRT Service Desk Team at servicedesk@csus.edu or (916) 278-7337.

How do I get help with OnBase?

Submit a ServiceNow ticket. Be as specific as possible in the explanation of the problem. If it is a problem within a workflow, please identify the lifecycle and queue where the problem occurred, entered data, or buttons pressed. A screenshot of the error and/or problem area is also helpful.

How do I request for an OnBase solution (Virtual form or Workflow) for my department?

Work with the IRT Project Management Office to get on the project calendar. Be prepared to identify workflow processes, document types, and keywords for the documents that are needed for your solution.

Will students be able to view their OnBase forms after they submit it?

As a student, once you submit the form, you will not be able to view it. If you have questions about the form, contact the department that the form originated from.

Will faculty and staff have access to view forms after they submit or approve it?

Some faculty and staff may view the forms after it has been submitted or approved, but it is based on their access level in OnBase. If you have questions after you submit the form, you will need to contact the department that the form originated.

Will my OnBase form time out if I take too long to complete it?

Yes, it will time you out. Please be sure to have all the information ready to fill out the form efficiently.

Will I be able to save an incomplete OnBase form and return later to finish filling it out?

No, you will not be able to save the form.

Why did my form not get approved, or why did it route to the wrong Manager/Supervisor to approve?

In most cases, it means that the job data and reports-to relationships are not up to date in CMS. Please ask your department analyst to check your job data. After the analyst corrects it, the OnBase form will pick up the right information overnight and proceed to the correct approver. If the analyst confirms that CMS's job data has accurate information, there may be other technical issues. You will need to submit a ServiceNow ticket.

Will I be notified when my submitted form is approved, denied, or processed?

Yes, in most cases, you will receive notification of the status.

Who do I contact if I have questions on any workflow approval?

Contact the department that the form originated for questions regarding:

  • how to fill out and submit the form
  • who approves the forms processing times
  • any non-technical questions

Submit a ServiceNow ticket for questions regarding:

  • unable to submit or approve the form
  • all technical questions

How do I report a problem with my OnBase application or OnBase access?

Please contact the IRT Service Desk Team at servicedesk@csus.edu or (916) 278-7337.

Accessing OnBase

How do I access the OnBase Web Client?

To access the OnBase Web Client, log in to the My Sac State portal at my.csus.edu. Once on the home page, locate the "Faculty/Staff Related Links" section on the right side and click on the "OnBase Web Client." Firefox is the preferred browser for the OnBase Web Client, as versions after Safari 12.1 are not compatible with the current version of OnBase.

Do I need an OnBase account to fill out OnBase forms?

You do not need an OnBase account to fill out OnBase forms, but you may need a valid SacLink account login.

How do I access OnBase forms?

OnBase forms are accessible from the My Sac State portal at my.csus.edu. Log in to the My Sac State portal and then locate the OnBase logo on the right side of your screen. Clicking on the OnBase logo will route you to a list of OnBase forms you are authorized to use. You can also find webpage links to OnBase forms specific to a department or processes on their webpages.

What browsers are compatible with OnBase?

  • Apple Safari (up to Apple Safari 12.1 (macOS))
  • Firefox (up to Firefox 60 ESR)
  • Microsoft Edge (EdgeHTML version 16+)
  • Microsoft Internet Explorer

When I try to log in, why do I get a login failed message that says, "Login failed. Either the credentials were incorrect, or the specified account is locked?"

When a person separates from the University, their OnBase account is disabled. However, it is common for retirees to return to work on a part-time basis for the University. Please contact the Service Desk at servicedesk@csus.edu or (916) 278-7337 and request that the account be enabled.

OnBase Clients

How do I get the OnBase Unity Client installed on my workstation?

  1. From the Software Center of your CSUS supported device (Windows-based workstation or laptop), click on the Hyland Unity Client icon, and follow the instructions.
  2. If you cannot install it on your own, open a ServiceNow ticket to request installation onto your workstation or laptop

How do I get access to a specific OnBase solution?

OnBase functionality is available to all faculty and staff as business needs require. Access to specific OnBase solutions; must be requested (preferably by your supervisor) through a ServiceNow ticket.

Can OnBase be integrated with Outlook?

Yes, OnBase can integrate with Outlook. To check if you have OnBase installed, look for the OnBase logo/icon or the word OnBase as a tab within Outlook. If you don't see it and are interested in using the Outlook Client, contact the Service Desk.

Is OnBase compatible with mobile devices?

The University does not currently use or support the OnBase Mobile Application.

What is the difference between the OnBase Web Client and the OnBase Unity Client?

The OnBase Web Client runs from a web browser ( Firefox); the OnBase Unity Client is installed directly onto a laptop or workstation. Functionality-wise there are nuances between the two. The user interface and toolbar features look and feel different in both Clients. Listed below are highlights of some features in the OnBase Clients:

Highlights of Features (not limited) Unity Client Web Client
Scanning features Advance Basic
Menu ribbon location Top of the screen Bottom of the Inbox
Column Search Available Not Available
Preview documents as thumbnails Not Available Not Available
Redacting and mark-up feature Available Not Available

Search Features

Are you able to perform a wildcard search in OnBase?

You can perform a wildcard search using the '*' and '?' characters to search for alphanumeric keyword values. Listed are two examples of wildcard searches:

  • SMITH* - retrieves documents with SMITH in the keyword (e.g., SMITH and SMITHSONIAN)
  • SM?TH – retrieves documents with SM-any character-TH (e.g., SMITH and SMYTH)

If I have appropriate access, how do I search for forms?

You can search for forms using Document Retrieval or, in some cases, Custom Queries. Click Document Retrieval, start typing the document type you are searching for (e.g., Faculty Release Time), click on that document type when it appears, and you will see the search options on the bottom left. If you have access to a Custom Query for this document type – click on it and search the same way.

If I have appropriate access, how can I find reports of various OnBase workflows?

For OnBase Unity Client:

  1. On the Home ribbon, click on the Reporting Icon to access reports
  2. Click on Shared with Me
  3. Look for the report you been given access to

For OnBase Web Client:

  1. Log into My Sac State at https://my.csus.edu and under Faculty/Staff Related Links clink on OnBase Web Client.
  2. Click the main menu (hamburger) icon at the top left of the screen, then under Reporting Dashboards, click Gallery
  3. Click on Share with Me
  4. Look for the report you been given access to

Approving Forms

Can I access OnBase from an email to approve documents/forms?

Yes, you can approve documents/forms from an email if you receive an email notification from OnBase. The email provides a link to the documents/forms for review and approval. Click on the link, and you will be taken directly to the form in OnBase. Take the appropriate actions and then click on the Submit or the Save Form button (depending on the form). Then be sure to click the refresh button (the circular arrow in the top right corner of the OnBase inbox window) to release your lock on the form before you close the browser. The recommended default browser for OnBase is Firefox.

How do I approve a form in OnBase?

You can access the form awaiting your approval through the Onbase email notification link or log into Onbase. If you click on the email notification link, it will route you to the form that needs your approval. If you log into Onbase from My SacState, follow these steps:

Access the OnBase Web Client via the link on MySacState. Once in OnBase:

  1. Click on the Main Menu (hamburger menu)
  2. Next to the words Document Retrieval
  3. Select Workflow
  4. In the workflow window
  5. Select the APPROVAL workflow to approve and/or modify your document

In both instances, after you review the form, click Approve or Deny, Save/Submit Form at the bottom, and then the refresh button on the top right (round arrow), so the form leaves your queue. If you do not click the refresh button, the next approver will not approve/process the form since it might get locked.

I received an OnBase email notification to approve a form. Why is the form greyed out and not allowing me to approve or click any fields or buttons?

If the form is greyed out, this means that the form is locked. Please submit a ServiceNow ticket to unlock the form. Close your browser and wait to hear back from the Service Desk. Once they confirm that the form is unlocked, go back into the OnBase email notification and click on the link to take the appropriate actions on the form.

The OnBase email notification approval link has expired or no longer works; how do I access the document to either make changes or approve it?

Access the OnBase Web Client via the link on MySacState. Once in OnBase:

  1. Click on the Main Menu (hamburger menu)
  2. Next to the words Document Retrieval
  3. Select Workflow
  4. In the workflow window
  5. Select the APPROVAL workflow to approve and/or modify your document

After you review the form, click Approve or Deny, Save/Submit Form at the bottom, and then the refresh button on the top right (round arrow), so the form leaves your queue. If you do not click the refresh button, the next approver will not approve/process the form since it might get locked.

Locked Documents

When I try to open a document, why do I see the message "Access Denied. User 'JANEDOE' is already working with this document?"

The document is locked from the prior user and will need to be unlocked. You will need to submit a ServiceNow ticket requesting that the document be unlocked.

Can I unlock a locked document?

You can remove locks from a locked document that you edited but not locks on documents edited by other colleagues. To watch the tutorial video for instructions on how to remove your own locks, click here.

I am trying to access a document, but I see this access denied message that says "Access Denied. User 'myuser' is already working on this document." Why is my access denied?

You may have inadvertently locked your document. Log into OnBase, and then you will be prompted to unlock the document locked by you. Select all and remove the lock. To watch the tutorial video for instructions on how to remove your own locks, click here.