Peoplesoft Scheduling SLA

Program Scheduler 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. Important dates should be added to the UCL Peoplesoft Scheduling Outlook calendar.

• 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 term, UCL Unit, and type of scheduling change (Course, Fee, etc..) 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.

Systems & Data Team Member Responsibilities:

• Manage course catalog and tuition/fees in Peoplesoft for units. (Provide visibility into the when scheduling submissions will be made, letting submitters know the current schedule, priorities, etc.)

  • Outlook Calendar: UCL Peoplesoft Scheduling

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

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

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

  • Handle requests that impact student registration ASAP.

  • Urgent requests will be considered “all hands on deck” times. This will be indicated by adding Urgent to the subject line and/or body of the email sent into the service desk.

    • 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:

Once information is entered into Peoplesoft:

• Peoplesoft data is pulled each morning into the operational data store (ODS) starting at 6:00 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 11:00 am. This is a manual process, so there could be delay depending on staffing.

⚠️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.

Important Links

https://ceceuofu.atlassian.net/wiki/spaces/CPD/pages/578748419

https://ceceuofu.atlassian.net/l/c/4Pkhk0eu

Course Level Information Excel Format - Download

Open

Class Section Information Excel Format - Download

Open

Class Fees Excel Format - Download