1. GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services

2. Agenda GeorgiaFIRST Financials Production Support Communication Methods 9.2 Training Resources Additional Resources

3. PRODUCTION SUPPORT How to Submit Tickets to ITS Helpdesk Tips for Getting Tickets Worked Securing Sensitive Information ITS Service Level Guidelines

4. Production Support Tickets Average number of tickets last three years – GeorgiaFIRST Financials – iStrategy – Application Integration Calendar YearTickets Submitted 20133,130 20142,928 2015 (9/14) 3,656

5. 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 helpdesk@usg.edu – Self-service Support Requires a User ID and password http://www.usg.edu/customer_services/

6. Helpdesk Ticket System

7. PRODUCTION SUPPORT How to Submit Tickets to ITS Helpdesk  Tips for Getting Tickets Worked Securing Sensitive Information ITS Service Level Guidelines

8. From the famous lines of Jerry Maguire Things you can do to help us…help you!

9. Production Support Tips 1.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.

10. Production Support Tips 2.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

11. Production Support Tips 3.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

12. 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

13. PRODUCTION SUPPORT How to Submit Tickets to ITS Helpdesk Tips for Getting Tickets Worked  Securing Sensitive Information ITS Service Level Guidelines

14. 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 screens 2.Use the ITS Managed File Transfer (MFT) Utility to securely send files.

15. ITS Production Support Job Aid - Managed File Transfer (MFT) Utility is available on our website

16. PRODUCTION SUPPORT How to Submit Tickets to ITS Helpdesk Tips for Getting Tickets Worked Securing Sensitive Information  ITS Service Level Guidelines

17. 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.)

18. Communication Methods and Tools GeorgiaFIRST Financials LISTSERVS GeorgiaFIRST Financials Website Emergency Communication Service (ECS)

19. 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

20. 1.First-LF (first-lf@listserv.uga.edu)first-lf@listserv.uga.edu – Open to all GeorgiaFIRST Financials users 2.First-LB (first-lb@listserv.uga.edu)first-lb@listserv.uga.edu – Open to all Budget Prep users 3.GaFirst-FS-Reps (gafirst-fs-reps@listserv.uga.edu)gafirst-fs-reps@listserv.uga.edu – Reserved for current and future Upgrade Coordinators (v9.2)

21. 4.GaFirst-FS-Tech (gafirst-fs-tech@listserv.uga.edu)gafirst-fs-tech@listserv.uga.edu – Reserved for Technical contacts (v.9.2) PSQST, Banner links, workstation installations 5.SCIQUEST-PT-L (sciquest-pt-l@listserv.uga.edu)sciquest-pt-l@listserv.uga.edu – Open to all GeorgiaFIRST Marketplace users GeorgiaFIRST Financials LISTSERVS

22. A Job Aid is available on our website: GeorgiaFIRST Financials LISTSERVS

23. Communication Methods and Tools GeorgiaFIRST Financials LISTSERV  GeorgiaFIRST Financials Website Emergency Communication Service (ECS)

24. GeorgiaFIRST Financials Website www.usg.edu/gafirst-fin/documentation

25. GeorgiaFIRST Financials Website Documentation – Contains proprietary information and is restricted to USG personnel – Contact ITS Helpdesk for User Name & Password

26. GeorgiaFIRST Financials Website Announcements – Includes all announcements sent to our GeorgiaFIRST LISTSERVS.

27. GeorgiaFIRST Financials Website Known Issues – A Known Issue is generated whenever a “bug” or system issue is identified.

28. GeorgiaFIRST Financials Website Releases

29. GeorgiaFIRST Financials Website Training – Resources for previous and upcoming training events

30. Communication Methods and Tools GeorgiaFIRST Financials LISTSERV GeorgiaFIRST Financials Website  Emergency Communication Service (ECS)

31. Emergency Communication Service (ECS)

32. 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: helpdesk@usg.edu

33. 9.2 Training Resources (Training Page of Website) Online GeorgiaFIRST Training New User Resources Super User Training Resources

34. Online GeorgiaFIRST Training Download the Flyer for a list of online courses and to enroll

35. Online GeorgiaFIRST Training

36. 9.2 Training Resources (Training Page of Website) Online GeorgiaFIRST Training  New User Resources Super User Training Resources

37. New User Resources Videos Available: 1.Getting Started in PeopleSoft Financials v9.2 2.GeorgiaFIRST PeopleSoft Module Overview 3.Basic Process Flow of PeopleSoft Financials Job Aid – GeorgiaFIRST LISTSRV subscription information

38. 9.2 Training Resources (Training Page of Website) Online Courses New User Resources  Super User Training Resources

39. 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

40. Additional Resources Non-Production Database

41. FPLAY (fplay.gafirst.usg.edu)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)

42. 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