Requests for enhancements and new processes should be entered in the JIRA work request system. They should include as much detail as possible.
The process for a typical Project Requests includes performing the following steps within the appropriate JIRA “project”. For a list of JIRA projects, go here:
- User enters the specifications into a JIRA request, including as much detail as possible.
- The project owners will approve (or reject) the project and will prioritize it among other outstanding, local projects.
- The technical manager will assign a developer, according to availability, who will begin development in accordance with the project schedule.
The Q&A Training Devlopment group has created a more detailed explanation of the JIRA User Interface.
If you are a new employee, or have never accessed the JIRA system before, you must submit a CAR form in order to be granted general access to the JIRA system.
After your CAR form has been processed, if you need access to specific JIRA Projects related to the areas below or you need further assistance, you may send your request via email to the corresponding support group below.
- Campus Solutions – firstname.lastname@example.org
- FMS or HCM – email@example.com
- Business Intelligence and Reporting – OBIEEHelp@utdallas.edu
Use the following guidelines to select the proper priority for a work requests. This is a very important step that assists the EAS and User Groups in determining the proper order for work assignments across all functional areas.
- Blocker – Production down situation needs immediate attention. These issues will be assigned immediately, however completion time will vary depending on the complexity of the issue.
- Critical – High visibility, high impact (i.e., affecting the majority of students), and urgent time line for completion.
- Major – High impact or there is some time sensitivity to completion.
- Minor – Moderate impact or there is some time sensitivity to completion.
- Trivial – Low impact or there is no specific time for completion.
Organizing Work Requests
EAS requires users to submit all requests for work via JIRA. Customers who do not have access to the necessary JIRA project may send an email to the appropriate address in the above “Requesting Work” paragraph.
NOTE: An Emergency Request, which may involve situations in which all or part of the application is inaccessible or malfunctioning, or a critical business process cannot be completed successfully, the reporter may telephone, email, or use instant messenger to the responsible EAS support group. However, this must be followed up with a JIRA request at the earliest possible moment. The EAS Support group can assist with getting the JIRA request entered.
When work requests are emailed to the appropriate EAS support group, the request will be entered for the reporter and the reporter will be given access to JIRA to enter all future requests.
EAS uses the JIRA work request system to classify and manage work requests. This allows us to meet our customers’ needs in a timely and efficient manner. JIRA captures information about the work request, including complete descriptions of the work required, importance of the request, and contact information of those involved in the solution. It also tracks work progress and provides a way to communicate with participants in requirements definition and solution delivery.
JIRA uses the concept of “projects” to categorize various work requests, and to establish management ownership of these requests (“project lead”).
JIRA Project Links
- PMPS – PeopleSoft Campus Solutions (Orion)
Modifications or changes to existing processes, enhancements and new processes should be entered in the PMPS project. PMPS requests are monitored by the technical manager for the Campus Solutions System. The approval process for PMPS requests includes review and prioritization by the Orion Users Group.
- CSOC – Campus Solutions On-Call
All production failures and problems which require an immediate fix should be entered in the CSOC project. These requests are monitored by the Orion on-call person as well as the technical manager. All CSOC requests will be addressed as soon as possible.
- EA – Enterprise Applications (OnBase access, eLearning, and other systems)
PeopleSoft Application Access
- PSEC – PeopleSoft Application Access
Access Requests are monitored by the technical manager for the PeopleSoft Application Access group. The approval process for PSEC requests includes review and prioritization by the PeopleSoft Application Access group.
Financial Management System (FMS) and Human Capital Management (HCM)
- FMS – Financial Management System
- HCM – Human Capital Management System
- PSIB – PeopleSoft Integration Broker Services