georgiafirst financials customer toolkit donna wooddell, assistant director its - administrative...
TRANSCRIPT
![Page 1: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/1.jpg)
GeorgiaFIRST Financials Customer Toolkit
Donna Wooddell, Assistant DirectorITS - Administrative Services
![Page 2: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/2.jpg)
Agenda
• GeorgiaFIRST Financials Production Support• Communication Methods• 9.2 Training Resources• Additional Resources
![Page 3: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/3.jpg)
PRODUCTION SUPPORT
• How to Submit Tickets to ITS Helpdesk• Tips for Getting Tickets Worked• Securing Sensitive Information• ITS Service Level Guidelines
![Page 4: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/4.jpg)
Production Support Tickets
• Average number of tickets last three years– GeorgiaFIRST Financials– iStrategy– Application Integration
Calendar Year Tickets Submitted
2013 3,130
2014 2,928
2015 (9/14) 3,656
![Page 5: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/5.jpg)
Submitting Tickets to ITS Helpdesk• Methods for contacting ITS Helpdesk:– By phone• 706-583-2001 or 888-875-3697 toll free within Georgia
– By Email• [email protected]
– Self-service Support• Requires a User ID and password
http://www.usg.edu/customer_services/
![Page 6: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/6.jpg)
Helpdesk Ticket System
![Page 7: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/7.jpg)
PRODUCTION SUPPORT
• How to Submit Tickets to ITS Helpdesk Tips for Getting Tickets Worked• Securing Sensitive Information• ITS Service Level Guidelines
![Page 8: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/8.jpg)
From the famous lines of Jerry Maguire
• Things you can do to help us…help you!
![Page 9: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/9.jpg)
Production Support Tips1. Ticket Summary should be specific– Rather than “Question” say “Why has my pay cycle
been in a queued status for 30 minutes?”
This assists ITS with assigning the tickets correctly, monitoring for possible production issues, etc.
![Page 10: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/10.jpg)
Production Support Tips2. Provide details in your ticket– Include transaction ID numbers– Error messages– Page name/navigation where error occurred– Send supporting attachments:• Print screens, log files from process monitor, excel
spreadsheets, etc.
– Name of query or report & parameters used to run it
– Sequence of events
![Page 11: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/11.jpg)
Production Support Tips3. Select appropriate priority– Urgent (Emergency/Production down)• Unable to log into PeopleSoft, unable to issue student
refunds and comply with Federal guidelines, etc.
– High• At risk of not meeting statutory or regulatory reporting
requirements, etc.
– Medium• Standard/Production Normal
– Low• No time sensitivity, general question
![Page 12: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/12.jpg)
The Infamous “DBI”• DBI - Database Intervention– Definition of a DBI
• Functional steps cannot be taken to resolve the issue and a SQL script must be applied– DBIs should always be a last resort
• Most commonly used to reset the status of a transaction
– Institutional Responsibilities• Review and provide authorization• Always validate DBIs and complete any follow-up steps as quickly
as possible.
– ITS Goal• Now that we are back on a supported version of the application,
we plan to work with Oracle and reduce DBIs
![Page 13: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/13.jpg)
PRODUCTION SUPPORT
• How to Submit Tickets to ITS Helpdesk• Tips for Getting Tickets Worked Securing Sensitive Information• ITS Service Level Guidelines
![Page 14: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/14.jpg)
Securing Sensitive Information• Check for sensitive information when
submitting tickets – Examples: • SSNs• Employee bank accounts• Student IDs
– If providing print screens, reports or log files 1. Mask the sensitive data in print screens2. Use the ITS Managed File Transfer (MFT) Utility to
securely send files.
![Page 15: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/15.jpg)
ITS Production Support• Job Aid - Managed File Transfer (MFT) Utility is
available on our website
![Page 16: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/16.jpg)
PRODUCTION SUPPORT
• How to Submit Tickets to ITS Helpdesk• Tips for Getting Tickets Worked• Securing Sensitive Information ITS Service Level Guidelines
![Page 17: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/17.jpg)
Service Level Guidelines• The GeorgiaFIRST team strives to meet our
established SLGs– SLGs may be impacted by:• Ticket Volume• Strategic Project Deadlines (Institutional consolidations,
release testing deadlines, third party assistance, etc.)
![Page 18: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/18.jpg)
Communication Methods and Tools• GeorgiaFIRST Financials LISTSERVS• GeorgiaFIRST Financials Website• Emergency Communication Service (ECS)
![Page 19: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/19.jpg)
• GeorgiaFIRST utilizes multiple e-mail lists to communicate with our users.
• LISTSERVS are typically our most common method of communication.
• Users may subscribe or unsubscribe to these lists at any time.
• Types of information that are distributed:– Announcements, known issues, upgrade and
maintenance schedules, etc.
GeorgiaFIRST Financials LISTSERVS
![Page 20: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/20.jpg)
GeorgiaFIRST Financials LISTSERVS
1. First-LF ([email protected])– Open to all GeorgiaFIRST Financials users
2. First-LB ([email protected])– Open to all Budget Prep users
3. GaFirst-FS-Reps ([email protected])– Reserved for current and future Upgrade
Coordinators (v9.2)
![Page 21: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/21.jpg)
4. GaFirst-FS-Tech ([email protected])– Reserved for Technical contacts (v.9.2)• PSQST, Banner links, workstation installations
5. SCIQUEST-PT-L ([email protected])– Open to all GeorgiaFIRST Marketplace users
GeorgiaFIRST Financials LISTSERVS
![Page 22: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/22.jpg)
• A Job Aid is available on our website:
GeorgiaFIRST Financials LISTSERVS
![Page 23: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/23.jpg)
Communication Methods and Tools• GeorgiaFIRST Financials LISTSERV GeorgiaFIRST Financials Website• Emergency Communication Service (ECS)
![Page 24: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/24.jpg)
GeorgiaFIRST Financials Website• www.usg.edu/gafirst-fin/documentation
![Page 25: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/25.jpg)
GeorgiaFIRST Financials Website• Documentation– Contains proprietary information and is restricted to USG
personnel – Contact ITS Helpdesk for User Name & Password
![Page 26: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/26.jpg)
GeorgiaFIRST Financials Website• Announcements– Includes all announcements sent to our
GeorgiaFIRST LISTSERVS.
![Page 27: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/27.jpg)
GeorgiaFIRST Financials Website• Known Issues– A Known Issue is generated whenever a “bug” or
system issue is identified.
![Page 28: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/28.jpg)
GeorgiaFIRST Financials Website• Releases
![Page 29: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/29.jpg)
GeorgiaFIRST Financials Website• Training– Resources for previous and upcoming training
events
![Page 30: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/30.jpg)
Communication Methods and Tools• GeorgiaFIRST Financials LISTSERV• GeorgiaFIRST Financials Website Emergency Communication Service (ECS)
![Page 31: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/31.jpg)
Emergency Communication Service (ECS)
![Page 32: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/32.jpg)
Emergency Communication Service (ECS)
• Urgent notifications about unplanned events that result in loss of access to ITS services.
• Sent to mobile communication devices such as cell phones and pagers.
• This optional service is for key USG functional and technical staff.
• Following these announcements, ITS provides subsequent status updates through SIM and USG Services Status website (http://status.usg.edu).– To subscribe: [email protected]
![Page 33: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/33.jpg)
9.2 Training Resources(Training Page of Website)
• Online GeorgiaFIRST Training • New User Resources• Super User Training Resources
![Page 34: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/34.jpg)
Online GeorgiaFIRST Training• Download the Flyer for a list of online courses
and to enroll
![Page 35: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/35.jpg)
Online GeorgiaFIRST Training
![Page 36: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/36.jpg)
9.2 Training Resources(Training Page of Website)
• Online GeorgiaFIRST Training New User Resources• Super User Training Resources
![Page 37: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/37.jpg)
New User Resources• Videos Available:
1. Getting Started in PeopleSoft Financials v9.22. GeorgiaFIRST PeopleSoft Module Overview3. Basic Process Flow of PeopleSoft Financials
• Job Aid– GeorgiaFIRST LISTSRV subscription information
![Page 38: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/38.jpg)
9.2 Training Resources(Training Page of Website)
• Online Courses• New User Resources Super User Training Resources
![Page 39: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/39.jpg)
9.2 Super User Training Resources• V9.2 Training Resources link:– Training Participant Guides by module– 9.2 WebEx Training Videos• Delta changes from 8.9 to 9.2
– End User Training Toolkits• Institutions can download and customize for their
training needs
– Upgrade Preview Training Videos by module
![Page 40: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/40.jpg)
Additional Resources
• Non-Production Database
![Page 41: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/41.jpg)
Non-Production Database• FPLAY (fplay.gafirst.usg.edu)– Used by both ITS and institutional end users– Purposes: • Transaction and query prototyping• AP Bank testing (new signatures, new bank, new
payment methods, implementing positive payment)• GeorgiaFIRST Marketplace and Expense Module:
– Implementation testing and ongoing institutional training
• Banner integration testing (target necessary for compiling Banner forms)
![Page 42: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/42.jpg)
Non-Production Database• FPLAY Refresh Schedule– Is typically refreshed following significant releases
or once a new fiscal year begins– Downtime for a refresh is approximately three
business days– Security protocol same as production• Security Admins may need to add/update security in
FPLAY as production changes are made until next refresh of FPLAY
– Institutions may need to Open Periods
![Page 43: GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services](https://reader036.vdocuments.site/reader036/viewer/2022081515/56649eda5503460f94bea3c7/html5/thumbnails/43.jpg)
Questions Comments Requests