GeorgiaFIRST Financials Customer Toolkit Overview

This content provides insights into the GeorgiaFIRST Financials Customer Toolkit offered by the University System of Georgia. It covers topics such as production support, ticket submission methods, tips for efficient ticket handling, and guidelines for securing sensitive information. The toolkit aims to support users in effectively utilizing the ITS services provided by the university system.

• GeorgiaFIRST Financials
• Customer Toolkit
• Production Support
• ITS Services

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1. GeorgiaFIRST Financials Customer Toolkit Donna Wooddell, Assistant Director ITS - Administrative Services georgia University System of Georgia summit

2. Agenda GeorgiaFIRST Financials Production Support Communication Methods 9.2 Training Resources Additional Resources georgia University System of Georgia summit

3. PRODUCTION SUPPORT How to Submit Tickets to ITS Helpdesk Tips for Getting Tickets Worked Securing Sensitive Information ITS Service Level Guidelines georgia University System of Georgia summit

4. Production Support Tickets Average number of tickets last three years GeorgiaFIRST Financials iStrategy Application Integration Calendar Year Tickets Submitted 2013 3,130 2014 2,928 2015 (9/14) 3,656 georgia University System of Georgia summit

5. Submitting Tickets to ITS Helpdesk Methods for contacting ITS Helpdesk: By phone 706-583-2001 or 888-875-3697 toll free within Georgia By Email helpdesk@usg.edu Self-service Support Requires a User ID and password http://www.usg.edu/customer_services/ georgia University System of Georgia summit

6. Helpdesk Ticket System georgia University System of Georgia summit

7. PRODUCTION SUPPORT How to Submit Tickets to ITS Helpdesk Tips for Getting Tickets Worked Securing Sensitive Information ITS Service Level Guidelines georgia University System of Georgia summit

8. From the famous lines of Jerry Maguire Things you can do to help us help you! georgia University System of Georgia summit

9. Production Support Tips 1. Ticket Summary should be specific Rather than Question say Why has my pay cycle been in a queued status for 30 minutes? This assists ITS with assigning the tickets correctly, monitoring for possible production issues, etc. georgia University System of Georgia summit

10. Production Support Tips 2. Provide details in your ticket Include transaction ID numbers Error messages Page name/navigation where error occurred Send supporting attachments: Print screens, log files from process monitor, excel spreadsheets, etc. Name of query or report & parameters used to run it Sequence of events georgia University System of Georgia summit

11. Production Support Tips 3. Select appropriate priority Urgent (Emergency/Production down) Unable to log into PeopleSoft, unable to issue student refunds and comply with Federal guidelines, etc. High At risk of not meeting statutory or regulatory reporting requirements, etc. Medium Standard/Production Normal Low No time sensitivity, general question georgia University System of Georgia summit

12. The Infamous DBI DBI - Database Intervention Definition of a DBI Functional steps cannot be taken to resolve the issue and a SQL script must be applied DBIs should always be a last resort Most commonly used to reset the status of a transaction Institutional Responsibilities Review and provide authorization Always validate DBIs and complete any follow-up steps as quickly as possible. ITS Goal Now that we are back on a supported version of the application, we plan to work with Oracle and reduce DBIs georgia University System of Georgia summit

13. PRODUCTION SUPPORT How to Submit Tickets to ITS Helpdesk Tips for Getting Tickets Worked Securing Sensitive Information ITS Service Level Guidelines georgia University System of Georgia summit

14. Securing Sensitive Information Check for sensitive information when submitting tickets Examples: SSNs Employee bank accounts Student IDs If providing print screens, reports or log files 1. Mask the sensitive data in print screens 2. Use the ITS Managed File Transfer (MFT) Utility to securely send files. georgia University System of Georgia summit

15. ITS Production Support Job Aid - Managed File Transfer (MFT) Utility is available on our website georgia University System of Georgia summit

16. PRODUCTION SUPPORT How to Submit Tickets to ITS Helpdesk Tips for Getting Tickets Worked Securing Sensitive Information ITS Service Level Guidelines georgia University System of Georgia summit

17. Service Level Guidelines The GeorgiaFIRST team strives to meet our established SLGs SLGs may be impacted by: Ticket Volume Strategic Project Deadlines (Institutional consolidations, release testing deadlines, third party assistance, etc.) georgia University System of Georgia summit

18. Communication Methods and Tools GeorgiaFIRST Financials LISTSERVS GeorgiaFIRST Financials Website Emergency Communication Service (ECS) georgia University System of Georgia summit

19. GeorgiaFIRST Financials LISTSERVS GeorgiaFIRST utilizes multiple e-mail lists to communicate with our users. LISTSERVS are typically our most common method of communication. Users may subscribe or unsubscribe to these lists at any time. Types of information that are distributed: Announcements, known issues, upgrade and maintenance schedules, etc. georgia University System of Georgia summit

20. GeorgiaFIRST Financials LISTSERVS 1. First-LF (first-lf@listserv.uga.edu) Open to all GeorgiaFIRST Financials users 2. First-LB (first-lb@listserv.uga.edu) Open to all Budget Prep users 3. GaFirst-FS-Reps (gafirst-fs-reps@listserv.uga.edu) Reserved for current and future Upgrade Coordinators (v9.2) georgia University System of Georgia summit

21. GeorgiaFIRST Financials LISTSERVS 4. GaFirst-FS-Tech (gafirst-fs-tech@listserv.uga.edu) Reserved for Technical contacts (v.9.2) PSQST, Banner links, workstation installations 5. SCIQUEST-PT-L (sciquest-pt-l@listserv.uga.edu) Open to all GeorgiaFIRST Marketplace users georgia University System of Georgia summit

22. GeorgiaFIRST Financials LISTSERVS A Job Aid is available on our website: georgia University System of Georgia summit

23. Communication Methods and Tools GeorgiaFIRST Financials LISTSERV GeorgiaFIRST Financials Website Emergency Communication Service (ECS) georgia University System of Georgia summit

24. GeorgiaFIRST Financials Website www.usg.edu/gafirst-fin/documentation georgia University System of Georgia summit

25. GeorgiaFIRST Financials Website Documentation Contains proprietary information and is restricted to USG personnel Contact ITS Helpdesk for User Name & Password georgia University System of Georgia summit

26. GeorgiaFIRST Financials Website Announcements Includes all announcements sent to our GeorgiaFIRST LISTSERVS. georgia University System of Georgia summit

27. GeorgiaFIRST Financials Website Known Issues A Known Issue is generated whenever a bug or system issue is identified. georgia University System of Georgia summit

28. GeorgiaFIRST Financials Website Releases georgia University System of Georgia summit

29. GeorgiaFIRST Financials Website Training Resources for previous and upcoming training events georgia University System of Georgia summit

30. Communication Methods and Tools GeorgiaFIRST Financials LISTSERV GeorgiaFIRST Financials Website Emergency Communication Service (ECS) georgia University System of Georgia summit

31. Emergency Communication Service (ECS) georgia University System of Georgia summit

32. Emergency Communication Service (ECS) Urgent notifications about unplanned events that result in loss of access to ITS services. Sent to mobile communication devices such as cell phones and pagers. This optional service is for key USG functional and technical staff. Following these announcements, ITS provides subsequent status updates through SIM and USG Services Status website (http://status.usg.edu). To subscribe: helpdesk@usg.edu georgia University System of Georgia summit

33. 9.2 Training Resources (Training Page of Website) Online GeorgiaFIRST Training New User Resources Super User Training Resources georgia University System of Georgia summit

34. Online GeorgiaFIRST Training Download the Flyer for a list of online courses and to enroll georgia University System of Georgia summit

35. Online GeorgiaFIRST Training georgia University System of Georgia summit

36. 9.2 Training Resources (Training Page of Website) Online GeorgiaFIRST Training New User Resources Super User Training Resources georgia University System of Georgia summit

37. New User Resources Videos Available: 1. Getting Started in PeopleSoft Financials v9.2 2. GeorgiaFIRST PeopleSoft Module Overview 3. Basic Process Flow of PeopleSoft Financials Job Aid GeorgiaFIRST LISTSRV subscription information georgia University System of Georgia summit

38. 9.2 Training Resources (Training Page of Website) Online Courses New User Resources Super User Training Resources georgia University System of Georgia summit

39. 9.2 Super User Training Resources V9.2 Training Resources link: Training Participant Guides by module 9.2 WebEx Training Videos Delta changes from 8.9 to 9.2 End User Training Toolkits Institutions can download and customize for their training needs Upgrade Preview Training Videos by module georgia University System of Georgia summit

40. Additional Resources Non-Production Database georgia University System of Georgia summit

41. Non-Production Database FPLAY (fplay.gafirst.usg.edu) Used by both ITS and institutional end users Purposes: Transaction and query prototyping AP Bank testing (new signatures, new bank, new payment methods, implementing positive payment) GeorgiaFIRST Marketplace and Expense Module: Implementation testing and ongoing institutional training Banner integration testing (target necessary for compiling Banner forms) georgia University System of Georgia summit

42. Non-Production Database FPLAY Refresh Schedule Is typically refreshed following significant releases or once a new fiscal year begins Downtime for a refresh is approximately three business days Security protocol same as production Security Admins may need to add/update security in FPLAY as production changes are made until next refresh of FPLAY Institutions may need to Open Periods georgia University System of Georgia summit

43. Questions Comments Requests georgia University System of Georgia summit