Content Comparison

Academic Program’s Responsibilities:

• Provide scheduling timeline to Systems and Data (and keep informed of changes) at least a term ahead. This will become part of the priorities in managing requests.

• Utilize the university system, CLSS, to update Class Section Information in Peoplesoft.

• Use the spreadsheet formats found above for all change requests submitted through the UCL service desk.

  • Format of the spreadsheets should not be modified.

• Include the name of the University term in the title of the spreadsheet.

  • F22 PROED Course Description Updates

  • S22 Lifelong Fee Updates

  • U22 Osher Class Updates

• Submit one term per spreadsheet.

• Use the first column of the spreadsheet to indicate the nature of the change. Examples include:

  • Update Fee or Update Item Type

  • Move class fee to course level

  • Update description

  • New/Update Instructor or New Location

  • etc.

• Highlight cells in green where changes have been made.

• Attend training refreshers every term.

  • Set dates for each term (November for Spring, for example)

  • These will be recorded and uploaded to Mediaspace.

• Directors will provide training to new Schedulers by utilizing Canvas course and other recorded trainings.

• Download spreadsheet from the Tableau workbook and update Tuition Transfer Formula for each class.

• Upload spreadsheet to a task and notify Systems and Data that the department tuition transfer dashboard is ready to be updated: /wiki/spaces/DSDT/pages/780107791

Systems & Data Team Member Responsibilities:

• Manage the scheduling for PS scheduling for units. (Provide visibility into the when scheduling submissions will be made, letting submitters know the current schedule, priorities, etc.)

  • Options for calendar: Wrike, Salesforce, ?

• Review submitted spreadsheets for formatting and clear identification of what is expected to change.

• Work with the submitter to clear up any confusion in the update requests.

• Provide estimates to completion times for the given spreadsheet updates.

  • This is based on the number of changes in the spreadsheet

    • Received before 2:00 and less than 30 rows, done before 5. (this excludes multiple submissions, or high demand times)

    • Larger requests done by 5 the next business day. business days.

• Utilize tier 1 support to manage normal requests. Elevate to tier 2 when:

  • Handle requests that impact student registration ASAP.

  • See Urgent Red Button requests will be considered “all hands on deck” times.

    • What can trigger this?

      • Relationship with partner

      • Marketing

      • Mass Error

    • Directors should be made aware of these incidents

• Return the spreadsheet with notes to clearly identify the items that were completed or information about why a request was not able to be completed. Continue to work with submitter to complete the request.

• Maintain communication with all of UCL around the current status of our systems including system outages, etc.

• Conduct Refresher Training 3 times a year.

  • Conduct a retrospective prior to these trainings.

Measure/KPI

• Number of Scheduling Requests Per Month By Person

• Time to completion of a specific requests

• All other KPI’s will need to be handled manually based on request.

This SLA will be reviewed at the end of each semester after a retrospective prior to training.

Typical System Updates Schedule:

This is based on the workaround for CLSS while Courseleaf addresses its issue with Session 4 courses.

• Scheduling Office has committed to enter ALL information submitted through CLSS by 4:00 pm by the end of the day which is 5:00 pm.

• If information is received after 4:00 pm the Scheduling Office will enter them the following business day and there will be a 24 hour delay in the systems updating below.

Once information is entered into Peoplesoft:

• Peoplesoft data is pulled each morning into the operational data store (ODS) starting at 8:00 am.

• Tableau refreshes its data from the operational data store (ODS) between 11:00 am and 12:00 pm. This is where programs will verify changes were made and updated correctly.

• CE Web registration system and intranet is refreshed every business day by 10:00 am. This is done manually, so there could be delay depending on staffing.Tableau refresh should occur daily. (if workbooks are not looked at for a certain time period does the refresh stop?)

• The tuition reduction dashboard should be updated on or around the 15th of each month: https://uclsupport.atlassian.net/wiki/spaces/DSDT/pages/678494365/Reporting+-+Update+STAFF+REDUCTION+ENROLLMENT+ODS+Table

• Update the Tableau dashboard when Academic Programs has given us their spreadsheet. /wiki/spaces/DSDT/pages/780107791