Peoplesoft Scheduling SLA
This page sets expectations around the process of data entry into Peoplesoft.
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 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.)
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 2:00 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.
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:
Since many of these updates require manual intervention, updates will be delayed over weekends and holidays.
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.
