Version 8

1

• Version 8
• SIS Support Workshop

December 6, 2004
2
SIS Support Workshop

• Agenda
• Introductions
• Client Services
• SIS V.8 Support Tips
• IssueTrak
• VCCS Discuss
• PS Customer Connection
• SIS V8 Training
• Directory Services 2
• Architecture and philosophy.
• Moving towards single sign-on

3
SIS Support Workshop

• Introduction
• Client Services

4
SIS Support Workshop

• Objective
• Enhance communications and facilitate services to
  the colleges in support of the VCCS mission.
• Client Services provides support to resolve Level
  II III Issues
• Client Services is a gateway to the entire VCCS
  ITS structure.

5
SIS Support Workshop

• Coverage
• Team members
• Ron Wynn Director
• Jeffrey Mitchell Team Leader
• Imad Abi-Falah Client Services Specialist
• Carol Childress Client Services Specialist
• Julie DeLong Client Services Specialist
• Becci Howanietz Client Services Specialist

6
SIS Support Workshop

• Hours of Operations
• 730AM to 600PM daily, Monday through Friday.
• Support staff will be on standby to provide
  assistance with your critical-level after-hours
  issues, i.e., during the evening from 600PM to
  730AM Monday through Friday and during weekends
  via telephone.

7
SIS Support Workshop

• SIS
• Version 8.0

8
SIS Support Workshop

• SIS Version 8 utilizes Internet Architecture to
  capitalize on the browser based interface and
  server centric architecture.
• Will reduce ongoing deployment and maintenance
  requirements.
• No Oracle to install, in most cases!
• One Application server supports the entire 23
  colleges.
• The new architecture in PeopleSoft 8 anticipates
  that the customer will run all processes in a
  server-based environment.

9
SIS Support Workshop

• Reports in SIS Ver. 8
• Reports are now housed in the Report Manager
  (report repository), which is tightly integrated
  with the Web Server and Web technologies.
• Reports are no longer executed on the client or
  in a shared drive.
• All reports are managed by Process Scheduler and
  placed in the report repository for retrieval via
  Process Monitor using the browser.

10
SIS Support Workshop

• Create a Run Control

11
SIS Support Workshop

• Create a Run Control

Enter a new Run Control ID and click on the Add
Button.
12
SIS Support Workshop

• Use of SIS Version 8
• Why do I have to logout at all? I don't logout of
  other web sites I visit.
• First, for confidentiality and security issues,
  you must end your application session or anyone
  using your computer could see information that is
  confidential and in some cases, protected by
  federal regulations (e.g., FERPA). Secondly, when
  you correctly end your session (not by clicking
  the 'X), Internet Explorer clears used temporary
  Internet files (i.e., cookies). If those are not
  removed because you are not logging off your
  sessions, eventually lots of space gets used up
  that could prevent you from logging in at all.
  See Q8 for more information about Temporary
  Internet Files
• Can I enter and submit independently on two
  concurrently open windows?
• Yes you can. However, be careful when Signing
  Out of PS, because if you Sign out of one
  window, it will change what is on the other
  window, typically taking you out of the window
  you were in. So do not Sign out of one window
  unless you are ready to sign out of both windows.

13
SIS Support Workshop

• Use of SIS Version 8
• I notice theres now a flashing processing
  message after I press submit.
• This tells you the information you entered is
  transmitting, whether for a search or a
  transaction. There is a five-minute timeout on
  the Processing message, so if it has been more
  than five minutes of flashing Processing, the
  best way to stop it is to click on Home and
  navigate back in. The red Cancel (X) button on
  your browser does not always stop the processing.
  
• Are there any buttons I shouldnt use when I am
  using SIS ver.8?
• Yes do not use your browsers Back, Forward, or
  Refresh buttons when you are completing a
  transaction. Note If you are in between
  transactions, and if a page does not load the
  menus/graphics, you can press the Refresh button,
  but if you press it while you are in the middle
  of a transaction, the transaction will not be
  saved.

14
SIS Support Workshop

• Use of SIS Version 8
• What about mouse clicking? Does that work the
  same as most web sites?
• Yes one click on any link takes your there.
  Double clicking is not needed and in most cases,
  detrimental to performance. Click once only.
• What about pop-up windows? Should those be
  enabled or disabled?
• Pop-ups should be enabled, or you will not be
  able to see all windows, and in some cases, not
  be able to complete some processes.. The online
  browser test will check for those to see if you
  have pop-up blockers installed.

15
SIS Support Workshop

• Use of SIS Version 8 Cont.
• How many browser windows can I have open at the
  same time?
• It is recommended you not have more than two
  PeopleSoft V8 windows concurrently open or you
  get page expired error messages when too much
  time goes when you have not touched open
  windows.
• What if my browser's cache gets filled? How can I
  login if that happens?
• If you get a message saying the site cannot be
  found and you have not been notified of any
  temporary system outage, then youll need to
  clear your cache. Or, follow the instruction
• Start Internet Explorer.
• on the Tools menu, click Internet Options.
• With the General tab selected, click the Settings
  button, located in the Temporary Internet files
  section of the window.
• Change the settings to the following
• Under Check for newer versions of stored pages,
  select Every visit to the page.
• Change the Amount of disk space to use to 1 MB.
• Click OK to close to the Settings window.
• lick OK to close the Internet Options window.

16
SIS Support Workshop

• Use of SIS Version 8
• Because SIS ver. 8 is on the Web, can I
  anticipate the system will be much faster?
• No this version has some enhanced feature, but
  the database itself was not redesigned to be
  faster.
• If I need help to resolve SIS ver 8 problem,
  where do I go?
• Submit an issue in IssueTrak system. You can
  also call Client Services.

17
SIS Support Workshop

• IssueTrak

18
SIS Support Workshop

• VCCS IssueTrak is the answer to automated Help
  Desk and Call Center issue management.
• Easily accessible from practically anywhere.
• User friendly
• Effective tool geared toward providing users with
  the means to assign, track and escalate issues
  quickly and reliably.

19
SIS Support Workshop

• How to submit an issue in IssueTrak?
• Choose Submit an Issue from IssueTrak Home Page.
  You will be required to enter
• Subject a brief summary of the problem (Example
  Blackboard login failure)
• Full Description enter complete supporting
  information and description of the problem.
• Issue Type select the proper category of the
  problem.
• Target Date and Required By Date (Optional)
• Include Attachment? Check the box to include any
  screen shots or other documents to add.
• Submit Issue click on Submit Issue button to
  submit and save the issue.

20
SIS Support Workshop

• Priority Definitions
• Establishing the priority of an issue is a very
  important step and should be given careful
  consideration.
• IssueTrak has four types of priorities
• Critical Impacts production, cannot provide
  services to clients.
• Time Sensitive Time Sensitive and could
  potentially have impact on Customer Service if
  left unresolved for an extended period of time.
• Medium Production is not impacted, issue is not
  time sensitive. Customer Service is being
  provided. Accomplish as time permits.
• Low Production is not impacted, issue is not
  time sensitive. Customer Service is being
  provided. No priority established.

21
SIS Support Workshop

• Escalation
• Client Services management monitors the
  escalation process metrics to assure they meet
  the requirements of VCCS Clients.
• Issues are escalated according to a predetermined
  set of time period metrics.
• Phone / Email

22
SIS Support Workshop

• Knowledge Base
• IssueTrak Knowledge Base is a convenient on-line
  reference area.
• The specific articles and types of information
  available correspond to the types of issues
  resolved and handled through IssueTrak.
• Any user, with a proper access authorization, may
  view, add or edit articles and article categories.

23
SIS Support Workshop

• Search Issues
• This option provides a wide variety of ways to
  locate specific issues from very broad to very
  narrow searches.
• You can locate issues by various issue related
  criteria such as status, priority, description,
  etc.

24
SIS Support Workshop

• VCCS Discuss

25

• What is VCCS Discuss?
• A Web based Discussion Board created using
  DiscusWares Discus Pro software
• User accounts and profiles
• Forgotten password utility
• Password protected content
• E-mail notification
• One-click attachment upload
• Content archiving

26

• What is VCCS Discuss?
• Hosted by VCCS ITS
• Beginning topics were for core VCCS IT issues,
  but have been expanded based upon requests.
• To request a new topic, please contact VCCS
  Client Services through IssueTrak.

27

• Why should I use VCCS Discuss?
• Community Collaboration
• Share Ideas
• Ask Questions
• Search for Answers
• Better than Listservs
• Archives
• Search
• File Attachment
• E-mail Notification

28
How do I access VCCS Discuss?
http//discuss.vccs.edu
29

• Need an account?
• Contact Client Services
• Contact a Moderator (list available at bottom of
  Help page).
• Forgot your password?
• Use the forgotten password utility on the Log In
  page.
• Need help?
• Read the Help page topics and the Posting
  Guidelines topic
• Contact Client Services

30
SIS Support Workshop

• PeopleSoft
• Customer Connection

31
SIS Support Workshop

• What is Customer Connection?
• Customer Connection is a comprehensive,
  portal-based website available to PeopleSoft
  Customers.

32
SIS Support Workshop

• How do I get access to Customer Connection?
• Contact your college web administrator
• Each college had a web administrator appointed
  during the 7.6 implementation
• If you need access, contact your SIS Deployment
  Chair
• If you need a new web administrator, have the SIS
  Deployment Chair contact Client Services

33
SIS Support Workshop

• Features on Customer Connection
• Receive all the latest PeopleSoft Product,
  support, service and event news.
• Log and manage technical support cases, and
  utilize PeopleSoft self-service tools.
• Access PeopleSoft Education and Consulting
  Services.
• Download a range of important documentation and
  more.

34
Version 8 Upgrade Project Training

• Delta Training
• Module Workshops
• UPK
• Custom Classes

35
ERP System Training

• Why Train?
• 76 of Firms Polled Face User Competency
  Challenges
• V8 Training Easier Transition Improved Support
• Expanding Capabilities of VCCS
• How to Train Effectively?
• Just-In-Time Training
• Blended Learning Solutions
• Lecture
• Hands-On
• Reference Materials

36
SIS v8 Training Plan

• Four Training Mechanisms
• PeopleSoft Delta CDs
• ftp//ftp.utility.vccs.edu/PeopleSoft/peoplesoft_v
  8_training/
• Core Module Workshops
• Pre-testing Workshops
• Train-the-Trainer Staff Workshops
• User Productivity Kit
• Faculty and Student Materials
• Consolidated Business Processes
• Ad hoc Training
• PeopleSoft Classes
• Customized Content

37
SIS v8 Training Plan

• Contact VCCS Client Services for Training Needs
• Jeff MitchellSIS Training Coordinator
• Visit the SIS V8 Training Website
• http//164.106.10.30/training/
• Linked from main PeopleSoft SIS Version 8 Site

38
PeopleSoft UPK

• User Productivity Kit
• PeopleSoft delivered application
• Integrated with SIS Version 8
• Walks end-users through business process in
  simulated v8 Web pages
• See It
• Try It
• Do It
• Accessed through Web browser and SIS help link
• Printable job aids and documentation

39

• UPK Content Project
• Faculty Student Documentation
• January 10 28, 2005
• Delivery to Colleges February 7, 2005
• Use in local college training activities
• Consolidated Business Process Documentation
• Ongoing, post go-live activities
• Documentation released to colleges along with
  business processes from module level workgroups

40
UPK Demo

• PeopleSoft Demo
• http//www.peoplesoft.com/corp/en/training/end_use
  r/productivity_kit.jsp
• VCCS Content Demo

41
SIS Support Workshop

• Directory Services 2

42
SIS Support Workshop

• Questions?