Peoplesoft Scheduling SLA

Program schedulers are expected to:

• 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.

  • 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. (One on one training should be provided by Unit Managers not by DLT Team)

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

• Directors will provide training to new Schedulers by utilizing Canvas course.

Systems & Data team members are expected to:

• 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.)

• 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.

  • we still close case and have email again to create a new case.

• 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 within 2 business days. (may need some additional configuration)

    • possible use of hours

• 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.

• 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.

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

• Conduct training 3 times a year.

• Deliver KPI/reports to directors and schedulers before these trainings.

Measure/KPI

Halli Taukiuvea Create a how-to internal document to manage spreadsheets to be able to track the KPI.

• Track the number of times a single spreadsheet is returned to the programs due to incorrect or missing information.

• Track the time it takes to complete the request. (Salesforce)

• Track the number of items included in each spreadsheet.

Questions

• Case reasons?

  • Scheduling

• Fields To Add to case

  • unit (what is already in Salesforce as unit on employees) required for case reasons Scheduling

• Queue?

  • new person would use Tier 1

  • help assign it to systems and data (add Taylor)

• We don’t know what unit the submissions are coming from to help with priorities?

  • reporting on all requests made by unit

  • putting it in front of a form.

• Number of updates per spreadsheet

  • add field to case

training -

*

This SLA will be reviewed at the end of each semester.

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.