Help Desk Annual Report
Fiscal Year 2006
Report compiled by:
Kevin Fogelberg
Mandy Grabowski
Julie Kuehn
Maria Stanton
Help Desk Annual Report
Table of Contents
Page
2
Introduction
Fiscal Year Comparison
4
Trending
6
Tier 1 vs. Tier 2
13
Technical Infrastructure Operations (TIO)
14
Cross Functional
21
Data Delivery
28
Financials and Physical Resources
31
MAIS LINC
43
Research Administration Systems
46
Human Resources Management System
48
Student Administration
55
Conclusion
72
MAIS Help Desk
1
Annual Report FY06
Help Desk Annual Report
Introduction
Fiscal Year 2006 Introduction
Fiscal Year 2006 (FY06) was another year in which the Help Desk continued to play a significant role in the support of the various
products and services MAIS delivers to the University of Michigan. While providing this support, the MAIS Help Desk continues to
provide assistance with the highest level of courtesy and attentiveness to the customer, as well as responding to issues in a timely
manner.
Internally, FY06 was the first full year with manager Lisa Callihan (Lisa joined us in May 2005). In the spring, Lisa served as interim
manager in the User Knowledge division for two months. During this time Maria Stanton served as the interim Help Desk Manager.
Additionally, the Help Desk was renovated to include new cubicles, a new floor plan and dual monitors to provide Consultants with
improved workstations. Lastly, Symposium was upgraded and is displayed on a new television monitor.
FY06 Highlights included:
• The rollout of Research Administration Systems (eResearch) to all end users (June 2005)
• The release of the Online Graduation Application process (June 2005)
• Upgrade of Financials and Physical Resources from PeopleSoft version v.7.5 to v.8.8 (August 2005)
• The rollout of Web Grades to all departments and instructors (December 2005)
• Started providing assistance with unlocking Friends Accounts (December 2005)
• Assumed responsibility and started supporting CLC Metrics (April 2006)
• Preparation for the Business Objects Upgrade to version XI R2 (April 2006)
• The rollout of Self Service Time Entry to a pilot group consisting of end users from MAIS and Financial Operations (April 2006)
• Implementation of an OLA between the Help Desk and TIO (April 2006)
• The rollout of eMploy, a web-based jobs application system (May 2006)
• Conversion of FileNet to WebNow (March – June 2006)
• The rollout of Michigan-Technology in Advising (M-TA) project (June 2006)
• The rollout of MAIS LINC and now provide online training registration support (July 2006)
Report Overview
This report is designed to provide detailed information regarding the issues recorded in the MAIS Help Desk ticket database within
Lotus Notes. Each section of the report presents a graphical representation of the data in Lotus Notes. Additionally, each section
within the report includes an analysis of the data and recommendations for future enhancements or implementations.
MAIS Help Desk
2
Annual Report FY06
Help Desk Annual Report
Introduction
The first two sections of the report offer a fiscal year comparison, showing ticket volume data for the last four fiscal years. These
sections include data highlighting overall trends that have occurred over the last four years and more detailed trending data of the
ticket volume statistics by module. This year we have expanded the fiscal year comparison information to include more detailed ticket
data and graphs which illustrate trends for each module.
Following the fiscal year comparison and trending is a section comparing Tier 1 and Tier 2 data. Numbers are provided for comparison
in addition to showing issues the MAIS Help Desk resolved and those issues that required assistance and further investigation from
the various Tier 2 teams in resolving.
The next section of the report is devoted to technical tickets. The Technical Infrastructure Operations (TIO) section includes
information specific to the technical aspects of the M-Pathways systems, including system outages performance issues, printing, and
specific server problems. Also included is data for the various Tier 2 teams that comprise TIO.
Additionally, the report contains sections on Data Delivery and Cross Functional as well as sections devoted to each of the Core
Process Units (Financials and Physical Resources, Student Administration, and Human Resources Management System). Each of
these sections outlines the total tickets for each CPU, displaying the data in various ways. The data includes total calls for the
individual Tier 2 teams, average business hours to close tickets, Symposium statistics, and totals by Problem area. Each subsection
provides a detailed description of the information it contains.
The last sections of the report include data on MAIS LINC and Research Administration Systems (eResearch).
Contact Information
The Help Desk Fiscal Year 2006 Report was compiled and analyzed in part by Lisa Callihan, Kevin Fogelberg, Mandy Grabowski,
Julie Kuehn, and Maria Stanton.
Maria Stanton compiled all data in the report. Questions regarding the Help Desk Fiscal Year 2006 Report or the data contained
therein should be directed to Lisa Callihan, the Help Desk Manager.
MAIS Help Desk
3
Annual Report FY06
Help Desk Annual Report
Fiscal Year Comparison
Data comparison from FY03-FY06 shows that overall ticket
volume steadily decreased until FY06. The increase in
tickets during FY06 was the result of the Financials and
Physical Resources PeopleSoft v.8.8 Upgrade. The Total
Tickets by Month by Fiscal Year graph indicates that there
were various peaks in ticket volume throughout the year.
This can be attributed to a range of business processes
across the University, as well as various implementations of
the PeopleSoft system and the implementation of other
systems. The small peak in January was the result of a
return to normal business following the December holidays.
Total Tickets by Fiscal Year
Total Tickets
50000
40000
30000
20000
10000
0
FY03
FY04
FY05
FY06
Fiscal Year
Total Tickets by Month by Fiscal Year
7000
Total Tickets
6000
5000
FY03
4000
FY04
3000
FY05
2000
FY06
1000
0
Jul
Aug
Sept
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
Jun
Month
MAIS Help Desk
4
Annual Report FY06
Help Desk Annual Report
Fiscal Year Comparison
FY03 by Module
FY04 by Module
Cross Functional
Data Delivery
11%
1%
12%
8%
3%
Data Delivery
0%
Financials and Physical
Resources
1%
Human Resources
Resource System
Financials and Physical
Resources
Human Resource
Management System
MAIS LINC
24%
1%
Not Module Specific
17%
22%
44%
Open Enrollment
Support
8%
Student Administration
Unsupported
11%
37%
FY05 by Module
Open Enrollment
Support
Research Administration
Systems
Student Administration
FY06 by Module
Cross Functional
Cross Functional
10%
Financials and Physical
Resources
16%
4%
Human Resource
Management System
8%
38%
14%
Data Delivery
6%
25%
2%
MAIS Help Desk
8%
Data Delivery
1%
6%
Financials and Physical
Resources
Human Resource
Management System
12%
MAIS LINC
MAIS LINC
Research
Administration Systems
Research Administration
Systems
Student Administration
50%
5
Student Administration
Annual Report FY06
Help Desk Annual Report
Trending
New this year is additional ticket volume information from FY03-FY06 by module. For each module, the first graph represents the ticket
volume generated by month. This is followed by a graph showing the trend in ticket volume over the last four fiscal years. Based on this
information, Financial and Physical Resources and HRMS ticket volume remained constant. Data Delivery, Student Administration, and
Cross Functional showed a decrease in ticket volume, while eResearch and MAIS LINC showed an increase in ticket volume. This
increase in volume is attributed to the infancy of the two systems.
1400
1200
1000
800
600
400
200
0
FY03
FY04
FY05
Ju
n
M
ay
pr
A
M
ar
Fe
b
Ja
n
D
ec
ov
N
O
ct
A
Se
p
ug
FY06
Ju
l
Total Tickets
Cross Functional Total Tickets by Month by Fiscal Year
Month
1400
1200
1000
800
600
400
200
0
Tickets
M
ay
06
FY
Ja
n
M
ar
Se
N
ov p
FY
06
FY
06
M
ay
Ju
l
05
FY
M
ar
Ja
n
Se
p
FY
05
N
ov
FY
05
M
ay
Ju
l
04
FY
Ja
n
M
ar
Se
p
FY
04
N
ov
FY
04
M
ay
Ju
l
03
FY
Ja
n
M
ar
Se
p
FY
03
Linear (Tickets )
N
ov
Ju
l
FY
03
Totatl Tickets
Cross Functional Ticket Trend FY03 - FY06
Month
MAIS Help Desk
6
Annual Report FY06
Help Desk Annual Report
Trending
Data Delivery Total Tickets by Month by Fiscal Year
Total Tickets
400
300
FY03
FY04
200
FY05
FY06
100
Ju
n
M
ay
pr
A
M
ar
Fe
b
Ja
n
D
ec
ov
N
O
ct
Se
p
ug
A
Ju
l
0
Month
Data Delivery Ticket Trend FY03 - FY06
Total Tickets
400
300
Tickets
200
Linear (Tickets )
100
M
ay
06
FY
M
ar
Ja
n
Se
N
ov p
FY
06
FY
06
M
ay
Ju
l
05
FY
M
ar
Ja
n
Se
p
FY
05
N
ov
FY
05
M
ay
Ju
l
04
FY
Ja
n
M
ar
Se
p
FY
04
N
ov
FY
04
M
ay
Ju
l
03
FY
Ja
n
M
ar
Se
p
FY
03
N
ov
Ju
l
FY
03
0
Month
MAIS Help Desk
7
Annual Report FY06
Help Desk Annual Report
Trending
Financials and Physical Resources Total Tickets by Month by Fiscal Year
Total Tickets
4000
3000
FY03
FY04
2000
FY05
FY06
1000
Ju
n
M
ay
pr
A
M
ar
Fe
b
Ja
n
D
ec
ov
N
O
ct
Se
p
ug
A
Ju
l
0
Month
Financial and Physical Resources Ticket Trend FY03 - FY06
Total Tickets
4000
3000
Tickets
2000
Linear (Tickets )
1000
M
ay
06
FY
M
ar
Ja
n
Se
N
ov p
FY
06
FY
06
M
ay
Ju
l
05
FY
M
ar
Ja
n
Se
p
FY
05
N
ov
FY
05
M
ay
Ju
l
04
FY
Ja
n
M
ar
Se
p
FY
04
N
ov
FY
04
M
ay
Ju
l
03
FY
Ja
n
M
ar
Se
p
FY
03
N
ov
Ju
l
FY
03
0
Month
MAIS Help Desk
8
Annual Report FY06
Help Desk Annual Report
Trending
1400
1200
1000
800
600
400
200
0
FY03
FY04
FY05
Ju
n
M
ay
pr
A
M
ar
Fe
b
Ja
n
D
ec
ov
N
O
ct
A
Se
p
ug
FY06
Ju
l
Total Tickets
HRMS Total Tickets by Month by Fiscal Year
Month
1400
1200
1000
800
600
400
200
0
Tickets
M
ay
06
FY
Ja
n
M
ar
Se
N
ov p
FY
06
FY
06
M
ay
Ju
l
05
FY
M
ar
Ja
n
Se
p
FY
05
N
ov
FY
05
M
ay
Ju
l
04
FY
Ja
n
M
ar
Se
p
FY
04
N
ov
FY
04
M
ay
Ju
l
03
FY
Ja
n
M
ar
N
ov
Se
p
FY
03
Linear (Tickets )
Ju
l
FY
03
Total Tickets
HRMS Ticket Trend FY03 - FY06
Month
MAIS Help Desk
9
Annual Report FY06
Help Desk Annual Report
Trending
Student Administration Total Tickets by Month by Fiscal Year
Total Tickets
1000
800
FY03
600
FY04
400
FY05
FY06
200
Ju
n
M
ay
pr
A
M
ar
Fe
b
Ja
n
D
ec
ov
N
O
ct
Se
p
ug
A
Ju
l
0
Month
Student Administration Ticket Trend FY03 - FY06
Total Tickets
1000
800
600
Tickets
400
Linear (Tickets )
200
M
ay
06
FY
Ja
n
M
ar
Se
p
FY
06
N
ov
FY
06
Ju
l
M
ay
05
FY
M
ar
Ja
n
Se
p
FY
05
N
ov
FY
05
M
ay
Ju
l
04
FY
Ja
n
M
ar
Se
p
FY
04
N
ov
FY
04
M
ay
Ju
l
03
FY
Ja
n
M
ar
Se
p
FY
03
N
ov
Ju
l
FY
03
0
Month
MAIS Help Desk
10
Annual Report FY06
Help Desk Annual Report
Trending
MAIS LINC Total Tickets by Month by Fiscal Year
Total Tickets
500
400
FY04
300
FY05
200
FY06
100
Ju
n
M
ay
pr
A
M
ar
Fe
b
Ja
n
D
ec
ov
N
O
ct
Se
p
ug
A
Ju
l
0
Month
MAIS LINC Ticket Trend FY03 - FY06
Total Tickets
500
400
300
Tickets
200
Linear (Tickets )
100
N
ov
FY
04
D
ec
Ja
n
M Fe
ar b
FY
04
A
pr
M
ay
Ju Ju
lF n
Y0
5
A
ug
Se
p
N
ov Oc
FY t
05
D
ec
Ja
n
M Fe
ar b
FY
05
A
pr
M
ay
Ju Ju
lF n
Y0
6
A
ug
Se
p
N
ov Oc
FY t
06
D
ec
Ja
n
M Fe
ar b
FY
06
A
pr
M
ay
Ju
n
0
Month
MAIS Help Desk
11
Annual Report FY06
Help Desk Annual Report
Trending
eResearch Total Tickets by Month by Fiscal Year
Total Tickets
400
300
FY04
200
FY05
FY06
100
Ju
n
M
ay
pr
A
M
ar
Fe
b
Ja
n
D
ec
ov
N
O
ct
Se
p
ug
A
Ju
l
0
Month
eResearch Ticket Trend FY03 - FY06
Total Tickets
400
300
Tickets
200
Linear (Tickets )
100
N
ov
FY
04
D
ec
Ja
n
M Fe
ar b
FY
04
A
pr
M
ay
Ju Ju
lF n
Y0
5
A
ug
Se
p
N
ov Oc
FY t
05
D
ec
Ja
n
M Fe
ar b
FY
05
A
pr
M
ay
Ju Ju
lF n
Y0
6
A
ug
Se
p
N
ov Oc
FY t
06
D
ec
Ja
n
M Fe
ar b
FY
06
A
pr
M
ay
Ju
n
0
Month
MAIS Help Desk
12
Annual Report FY06
Help Desk Annual Report
Tier 1 vs. Tier 2
Consistent with previous fiscal years, Tier 1 yields the
greatest number of tickets, which is to be expected. In
some instances, there was a spike in the ticket volume
for Tier 1, but not Tier 2. The most noticeable of these
spikes in Tier 1 ticket volume was in August, and is a
direct result of the Financials and Physical Resources
PeopleSoft v.8.8 Upgrade. Following the Upgrade, the
Tier 1 ticket volume showed a steady decrease until
January. The brief spike in January was the result of
the start of a new term, and is consistent with previous
fiscal years.
Fiscal Year Comparison by Tier
Total Tickets
40000
30000
Tier 1
20000
Tier 2
10000
0
In FY05, 85% of the total ticket volume was resolved at
the Tier 1 level. This number decreased slightly in
FY06, with 82% of the tickets being resolved at the Tier
1 level. This was to be expected with the Financials and
Physical Resources PeopleSoft v.8.8 Upgrade. There is
always an increase in tickets requiring Tier 2 assistance
after any major upgrade or implementation.
FY05
FY06
Fiscal Year
FY06 Monthly by Tier
6000
Total Tickets
5000
4000
Tier 1
3000
Tier 2
2000
1000
0
Jul
Aug
Sept
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
Jun
Month
MAIS Help Desk
13
Annual Report FY06
Help Desk Annual Report
Technical Infrastructure Operations (TIO)
FY06 Total Closed Tickets
Total Tickets
400
300
200
100
0
AIG
EAS Central
Imaging
Enterprise
Imaging
Gateway
Mainframe
MBiz Central
Imaging
Oracle DBA's
Performance
Team
WES URGENT
WES
Performance
Team
WES URGENT
WES
Tier 2 Team
FY06 Average Business Hours to Close
Avg Business Hours
80
60
40
20
0
AIG
EAS Central
Imaging
Enterprise
Imaging
Gateway
Mainframe
MBiz Central
Imaging
Oracle DBA's
Tier 2 Team
MAIS Help Desk
14
Annual Report FY06
Help Desk Annual Report
Technical Infrastructure Operations (TIO)
FY06 Performance Calls By Application
Total Tickets
400
300
200
100
0
PeopleSoft
PS Query
eResearch
Other
ImageNow
Business Objects
WebNow
Application
Performance
Overall, in FY06 the number of Performance tickets decreased.
The decrease can be attributed to the cessation of automated
emails being sent to the Help Desk when a query or panel
search was automatically terminated. The graph above shows
the number of Performance tickets by Application. As expected,
the PeopleSoft category experienced the highest number of
Performance tickets. This is because the Help Desk uses the
PeopleSoft application for all tickets involving one of the
PeopleSoft databases (FinProd, HeProd, etc.). There are simply
more end users of these databases than there are of the other
applications.
FY06 Performance by Indicator
Query Terminated by DBA
6%
22%
7%
Fin Prod
Other
12%
FIN ODS
eResearch
The chart to the right shows the number of Performance tickets
by Indicator. Those Indicators with fewer than 25 tickets were
grouped together under the “Other” category. In this view, the
individual databases that are included in the PeopleSoft
application are broken out to show their true impact.
MAIS Help Desk
HE Prod
5%
17%
WA Gateway
14%
17%
15
Panel Search Terminated
by DBA
Annual Report FY06
Help Desk Annual Report
Technical Infrastructure Operations (TIO)
FY06 Performance Tickets by Month
100
Total Tickets
80
60
40
20
0
Jul
Aug
Sept
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
Jun
Month
The spike in Performance tickets in August was the direct result of the Financials and Physical Resources PeopleSoft v.8.8 upgrade.
th
Adding to the overall ticket increase in September was a problem with several of the Web servers on September 6 . After that, there
was a decrease in Performance tickets as FinProd stabilized following the upgrade. The spike in November was caused by an “inode”
problem in FinODS. According to AIG, the report repository for FinODS ran out of "inodes”. An inode (or i-node) is a data structure on
a file system that stores basic information about a file, directory, or other file system object. A second issue later in November, also
contributed to the increase in tickets. In that instance, the Wolverine Access web servers and the Weblogin servers were not
communicating properly. The next significant spike in ticket volume occurred in March. One source of trouble was a PeopleTools
upgrade to the HE systems. Additionally, reports were not running in HEPROD/HEODS during this time. Performance tickets then
decreased and have since leveled out.
MAIS Help Desk
16
Annual Report FY06
Help Desk Annual Report
Technical Infrastructure Operations (TIO)
FY06 Printing Tickets by Month
100
Total Tickets
80
60
40
20
0
Jul
Aug
Sept
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
Jun
Month
Printing
In FY06, he number of Printing tickets declined by more than 50% as compared to FY05 (from 843 to 403, respectively). Historically,
Citrix has been the source of the majority of Printing tickets. With the Financials systems now being web-based, only Business Objects
remains as a significant source of printing issues through Citrix.
The graph above illustrates the dramatic decrease in Printing tickets. The spike in ticket volume in August was the result of a Ren Server
issue following the Financials and Physical Resources Peoplesoft v.8.8 upgrade. The number of Printing tickets then decreased and
leveled out.
MAIS Help Desk
17
Annual Report FY06
Help Desk Annual Report
Technical Infrastructure Operations (TIO)
Printing
The majority of the Printing tickets were resolved using a
workaround. For example, one workaround included end users
logging on to a different Citrix server. In the case of the Ren
Server error, the workaround involved navigating end users to
the Report Manager to retrieve and print reports.
FY06 Printing by Resolution
10%
3%
The Help Desk expects the number of Printing tickets to
decrease further after the upgrade to the web-based version of
Business Objects.
Modify Printer Icon
Modify Run Control
25%
53%
Referral
Tier 2 Modification
Workaround
9%
MAIS Help Desk
18
Annual Report FY06
Help Desk Annual Report
Technical Infrastructure Operations (TIO)
FY06 System Not Available by Application
Total Tickets
150
100
50
0
PeopleSoft
Other
WebNow
ImageNow
Citrix
Optical Imaging
eResearch
M-Marketsite
Application
System Not Available
The total number of System Not Available tickets increased in
FY06 as compared to FY05; from 379 in FY05 to 501 in FY06.
Several Applications saw an increase in outage related tickets
this year. PeopleSoft remained the leading source of tickets.
Applications with fewer than 28 tickets are not represented in the
graph.
FY06 PeopleSoft System Not Available by Indicator
7%
8%
34%
In FY06, 34% of the tickets categorized as System Not Available
were specific to FinODS. This was due primarily to two specific
outages. In August, with the Financials and Physical Resources
Peoplesoft upgrade from v.7.5 to v.8.8, FinODS was not available
when the FinProd link was removed from Citrix. In May, FinODS
was again unavailable when a file caching problem was missed
during a weekend migration. As in FY05, UM Network Issue
tickets were also a large source of tickets in FY06.
Fin ODS
UM Network Issue
Other
22%
MCIT Issue
Fin Prod
29%
MAIS Help Desk
19
Annual Report FY06
Help Desk Annual Report
Technical Infrastructure Operations (TIO)
FY06 System Not Available by Month
Total Tickets
80
60
40
20
0
July
Aug
Sept
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
Jun
Month
The graph on this page shows the System Not Available tickets by month. The spike in August was caused in part by the FinODS
outage mentioned previously. There was also an ImageNow outage in August. In that instance, the ImageNow server went down and
required a restart by Tier 2. Again in August there was a Cosign issue. This was eventually resolved by ITCS.
In November there was another spike in tickets, again partially the result of an ImageNow outage. In this instance there was a problem
with the LDAP servers that are used to verify certificates. There was also an Optical Imaging outage in November, due to a Jukebox
problem.
Tickets remained at an elevated level in December due to a second Optical Imaging outage. This outage was the result of a
combination of a disk drive failure and FileNet database issues. The outage lasted several days, which led to a high number of tickets.
The next spike in ticket volume occurred in February. A Citrix Profile server went down which prevented many end users from
accessing the system. There was also another UM Network outage which combined to produce the increase in tickets.
The number of tickets remained high in March because of both an M-Marketsite and WebNow outage. A corrupted database left MMarketsite unavailable for a few days. The WebNow outage was due to Inserver Authentication Agent problems.
The increase in tickets in May was due to a FinODS outage resulting from the weekend migration issue mentioned earlier. This was
followed up by another UM Network issue in June, as well as another WebNow outage. The WebNow outage was attributed to a bad
“War” file used during system maintenance.
MAIS Help Desk
20
Annual Report FY06
Help Desk Annual Report
Cross Functional
FY06 Total Closed Tickets by Tier 2 Team
500
Total Tickets
400
300
200
100
0
Access Services
Campus Community
Communications Team
Duplicate Emplids
Tier 2 Team
FY06 Average Business Hours To Close
Avg Business Hours
60
40
20
0
Access Services
Campus Community
Communications Team
Duplicate Emplids
Tier 2 Team
MAIS Help Desk
21
Annual Report FY06
Help Desk Annual Report
Cross Functional
FY06 Cross Functional MSR's Created
Total MSR's
20
15
10
5
0
Access Services
Campus Community
Communications Team
Duplicate Emplids
Tier 2 Team
FY06 Cross Functional by Module
Total Tickets
4000
3000
2000
1000
0
Campus Community
Not Module Specific
Report Manager
Unsupported
WA Gateway
Module
MAIS Help Desk
22
Annual Report FY06
Help Desk Annual Report
Cross Functional
FY06 Campus Community
Total Tickets
800
600
400
200
0
Business Process
Functional
Misdirected
Technical
User Knowledge
User Security
Problem
Campus Community
Similar to FY05, the highest number of tickets in FY06 were categorized as Functional. The majority of these tickets were specific to
duplicate Empl ID’s (Data Integrity). Of the 723 Functional tickets, 456 (63%) were specific to duplicate Empl ID’s. The other Functional
tickets can be attributed primarily to end users requiring Tier 2 assistance in creating checklists, letter codes, and External Org codes.
MAIS Help Desk
23
Annual Report FY06
Help Desk Annual Report
Cross Functional
FY06 Not Module Specific
2500
Total Tickets
2000
1500
1000
500
0
Business Process
Functional
Misdirected
Printing
Technical
User Knowledge
User Security
Problem
Not Module Specific
Tickets categorized as Not Module Specific include issues that do not apply specifically to one particular module. The high number of User
Security tickets in this category can be attributed to password issues.
Of the 1972 User Security tickets in FY06, 1249 (63%) were either Citrix password resets or Citrix lockout resets. Other tickets categorized
as User Security were specific to reviewing M1 forms, the end user forgot their password or tried the incorrect default password, and
password resets requiring assistance from Access Services. The Help Desk expects to see a significant decrease in the number of Citrix
related User Security tickets in FY07 since the majority of MAIS supported systems will no longer be accessed via Citrix.
The Technical tickets primarily involved end users unable to connect to Citrix, Wolverine Access, and other systems. Additionally, a
number of Technical tickets were related to the unavailability of various systems.
MAIS Help Desk
24
Annual Report FY06
Help Desk Annual Report
Cross Functional
FY06 Report Manager
120
Total Tickets
100
80
60
40
20
0
Business Process
Functional
Technical
User Knowledge
User Security
Problem
Report Manager
The majority of Report Manager tickets were categorized as User Knowledge. The number of tickets in FY06 increased when compared
to FY05. This increase can be attributed to the Financials and Physical Resources PeopleSoft v.8.8 upgrade in August. Similar to the HE
upgrade several years ago, most tickets were the result of unfamiliarity with the new functionality.
In FY06 the number of Technical tickets also increased. Again, this was the result of the Financials and Physical Resources PeopleSoft
v.8.8 upgrade. There were now more users of the Report Manager functionality.
MAIS Help Desk
25
Annual Report FY06
Help Desk Annual Report
Cross Functional
FY06 Unsupported
700
Total Tickets
600
500
400
300
200
100
0
Business Process
Functional
Misdirected
Technical
User Knowledge
User Security
Problem
Unsupported
Unsupported tickets involve issues unrelated to the business processes and systems supported by MAIS. Examples include end users
with questions regarding hospital e-mail systems, contacting patients in the hospital, databases used by physician offices, and general
workstation issues.
Of the 794 tickets in FY06, 662 (83%) involved calls that reached the MAIS Help Desk by mistake. This was roughly a 32% decrease in
tickets when compared to FY05. This decrease can be attributed to the change in the MCIT phone greeting (detailed in the FY05 report).
Despite the decrease in total tickets, the majority (28%) were still redirected to MCIT.
MAIS Help Desk
26
Annual Report FY06
Help Desk Annual Report
Cross Functional
FY06 Wolverine Access Gateway
Total Tickets
200
150
100
50
0
Business Process
Functional
Misdirected
Technical
User Knowledge
User Security
Problem
Wolverine Access Gateway
In FY06 number of tickets related to the Wolverine Access Gateway decreased as compared to FY05. Similar to last year, the majority of
tickets were related to security. Of the 354 WA Gateway tickets, 178 (50%) were categorized as User Security. Of the 178, 115 (65%)
were referrals to the ITCS Accounts Office for assistance with establishing or resetting a Kerberos password.
As in FY05, technical tickets continued to include Web browser cache file issues, difficulty with creating/saving favorites, and end users
attempting to log into Wolverine Access via “http” rather than “https.” During the year, a change was made to the Wolverine Access
Gateway page so that end users could log in via “http” or “https”.
MAIS Help Desk
27
Annual Report FY06
Help Desk Annual Report
Data Delivery
Of the 2561 Data Delivery tickets, 730 (29%) were categorized as Functional, 744 (29%) as User Knowledge, and 512 (20%) as
User Security. According to Symposium, the average Reporting call lasted 8 minutes and 3 seconds.
Total Tickets
FY06 Data Delivery Breakdown by Problem
800
700
600
500
400
300
200
100
0
Business Process
Functional
Misdirected
Printing
Technical
User Knowledge
User Security
Problem
FY06 Data Delivery Functional Breakdown
by Problem
18%
FY06 Data Delivery Functional Query Support
Breakdown by Indicator
3%
12%
32%
Add/Modify Data
Modify Corporate
Document
39%
Query Support
Create Query
Modify User Created
Query
Referral
Workaround
26%
70%
MAIS Help Desk
28
Annual Report FY06
Help Desk Annual Report
Data Delivery
In FY06 the majority of the Functional tickets (70%) were specific to Query Support. User Knowledge tickets were specific to using the
Business Objects reporting tool, and included questions about reporting, writing queries, and the data in general. Although information is
available in Business Objects training, MAIS LINC, and the MAIS Web site, end users call the Help Desk for questions related to finding
an appropriate query (Corporate Documents), finding and selecting data elements (Data Dictionary), formatting, and exporting data.
These issues were common to all datasets.
User Security tickets were categorized with one of two indicators, Access Review (422 tickets) and Referral (90 tickets). These numbers
are reflected in the graphs below.
FY06 Data Delivery User Security Access Review
Breakdown by Indicator
FY06 Data Delivery User Security Referral
Breakdown by Indicator
HD Citrix PW Reset
HD DW PW Reset
1%
4%
22%
HD Optical Imaging PW
Reset
1%
37%
1%
Access Services
1%
1%
50%
HD PW Reset with
Access Services
CPU/MAIS/Help Desk
Tier 2
Development Office
M1 Review
Originating Department
Non Compliance
Unit Liaison
47%
33%
0%
T2 Security Modification
2%
User Knowledge or
Error
MAIS Help Desk
29
Annual Report FY06
Help Desk Annual Report
Data Delivery
400
350
300
250
200
150
100
50
0
AM
01
BN
01
C
M
B
C
R
01
C
R
L0
1
D
V0
1
FN
01
FN
02
FN
03
FN
04
FN
05
FN
06
FN
L0
1
H
R
01
H
R
02
H
R
L0
1
PY
01
PY
L0
1
R
S0
1
SA
01
SA
02
SA
03
SA
04
SA
05
SA
06
SA
L0
1
SM
01
U
P0
#D 1
R
A0
1
Total Tickets
FY06 Data Delivery by Dataset
Dataset/Universe
The datasets with a high ticket volume continue to be FN01, FN06, HR01, PY01, SA02, and SA03. This corresponds to the primary
business areas of the University and, as expected, the number of data related issues in these areas is higher than with other datasets.
The CMB reports also remain a significant source of tickets, indicating that there continues to be a need to combine data from different
universes as data becomes more interrelated.
It is recommended that more training and workshops be made available to allow end users to create and modify their own reports. This
provides end users the ability to work with the reporting experts and become more familiar with the tool and the data. This would also be
an opportunity for onsite support. In addition to working with end users, documentation distributed during training should include the data
access requirements and process information.
MAIS Help Desk
30
Annual Report FY06
Help Desk Annual Report
Financials and Physical Resources
In August, PeopleSoft Financials version 8.8 went live, bringing changes to functionality, platform and business processes. The Help
Desk anticipated a 400% increase in ticket volume, which was an accurate prediction.
According to Symposium reports, the average Financial and Physical Resources call lasted 6 minutes and 24 seconds.
FY06 Financials Breakdown by Module
Total Tickets
20000
15000
10000
5000
0
Accounts
Asset Management
Receivable/Billing
Commitment
Control
Development Data
(DAC)
General Ledger
Inventory
Procurement
Space
Management
Module
In FY06, 19,994 tickets were categorized within one of the Financials and Physical Resources modules. Of these tickets, 17,790 (89%)
were categorized as Procurement. Of these Procurement tickets, 63% were specific to User Knowledge. User Knowledge accounted for
56% of the total ticket volume for all Financials and Physical Resources tickets.
Six months following the Financials and Physical Resources PeopleSoft v.8.8 upgrade, the ticket volume leveled off to approximately
1200 tickets per month. Prior to the upgrade, the number of Financials tickets averaged approximately 1000 tickets per month.
MAIS Help Desk
31
Annual Report FY06
Help Desk Annual Report
Financials and Physical Resources
Total Tickets
FY06 Financials & Physical Resources
Volume by Month
4000
3500
3000
2500
2000
1500
1000
500
0
July
August
September
October
November
December
January
February
March
April
May
June
Month
Avg Business Hours
FY06 T2 Average Business Hours to Close
250
200
150
100
50
0
Asset
Mgmt
Technical
Team
EDI
Financials
CPU
GL/P
Security
Imaging
Technical
Team
Inventory
MTechnical Marketsite
OVPD
PO
Failures
Proc.
Space
Processing Analysis
Office
Space
Technical
Team
SUB
support
Vencher
Load
Process
Tier 2 Team
MAIS Help Desk
32
Annual Report FY06
Help Desk Annual Report
Financials and Physical Resources
Total Tickets
FY06 Total Closed Tickets by Tier 2 Team
1200
1000
800
600
400
200
0
Asset
Mgmt
Technical
Team
EDI
Financials
CPU
GL/P
Security
Imaging
Technical
Team
Inventory
MTechnical Marketsite
OVPD
PO
Failures
Proc.
Space
Processing Analysis
Office
Space
Technical
Team
SUB
support
Vencher
Load
Process
Tier 2 Team
Accounts Receivable/Billing (ARB)
There were 14 ARB tickets in FY06. This is less than 1% of
the total Financials and Physical Resources ticket volume.
Other than the learning curve associated with the Upgrade,
no significant trends can be identified due to the low call
volume.
Total Tickets
FY06 Accounts Receivable/Billing Breakdown by Problem
8
6
4
2
0
Business Process
Functional
Technical
User Knowledge
Problem
MAIS Help Desk
33
Annual Report FY06
Help Desk Annual Report
Financials and Physical Resources
Asset Management
The Asset Management module did not generate a
significant ticket volume in FY06. There were a total of
12 tickets and there were no identifiable trends.
Total Tickets
FY06 Asset Management Breakdown by Problem
5
4
3
2
1
0
Business Process
Functional
Technical
User Knowledge
Problem
Commitment Control
Commitment Control was a new module within Financials
and Physical Resources PeopleSoft v.8.8. This module
includes all budget information, which was previously
included in the General Ledger module of previous fiscal
year reports. There were a total of 4 tickets in FY06, and
there were no identifiable trends.
Total Tickets
FY06 Commitment Control Breakdown by Problem
3
2
1
0
Functional
Technical
Problem
MAIS Help Desk
34
Annual Report FY06
Help Desk Annual Report
Financials and Physical Resources
FY06 Development Data (DAC) Breakdown by Problem
Total Tickets
120
100
80
60
40
20
0
Business Process
Functional
Misdirected
Printing
Technical
User Knowledge
User Security
Problem
Development Data (DAC)
There were 221 tickets specific to Development Data. Of these tickets, 79 (36%) were categorized as Technical and 96 (43%) were User
Security. The Technical issues with Development Data were primarily related to software installation as well as some Upgrade related
issues. Many of these tickets resulted in referrals to local system administrators. Many of the tickets specific to User Security were
referrals to Access Services. Only Access Services can reset Mainframe or SecurID passwords.
Total Tickets
FY06 DAC User Security Breakdown by Indicator
50
40
30
20
10
0
HD Citrix PW
Reset
HD DW PW
Reset
HD PW Reset
with Access
Services
M1 Review
T2 Security
Modification
User
Knowledge or
Error
Access
Services
Referral
CPU/MAIS/Help Development
Desk Tier 2
Office
Unit Liaison
Indicator
MAIS Help Desk
35
Annual Report FY06
Help Desk Annual Report
Financials and Physical Resources
Total Tickets
FY06 General Ledger Breakdown by Problem
1000
800
600
400
200
0
Business Process
Functional
Misdirected
Printing
Technical
User Knowledge
User Security
Problem
General Ledger
In FY06, there were 1735 General Ledger tickets. The highest ticket volumes included 553 (32%) categorized as Technical, 791 (46%)
categorized as User Knowledge, and 158 (9%) as Business Process. In previous years, the highest percentage of the total volume of
General Ledger tickets was categorized as User Knowledge. In FY06, the number of User Knowledge tickets was met with an increase in
tickets categorized as Technical. This can be attributed to the Financials and Physical Resources PeopleSoft v.8.8 upgrade.
User Knowledge issues were specific primarily to report navigation, including Statement of Activity and Budget reports. Navigational
challenges were a direct result of the new Report Manager functionality implemented with Financials and Physical Resources PeopleSoft
v. 8.8.
In regards to tickets categorized as Technical the issues were varied. There were several issues specific to FileNet (Financial Operations
Optical Imaging System), but since FileNet is no longer in use, the focus will be on the other technical issues.
A large number of Technical tickets included modifying Web Browser Settings (turning off pop-up blockers from both Internet Explorer and
third party applications). The most common Third Party pop up Blockers encountered were from Yahoo!, Google, MyWebSearch, and
AOL. End users were not aware that they had any pop-up blockers on their workstations. While these pop up blocker applications are not
supported by the MAIS Help Desk, consultants were able to assist users with disabling them in most cases. If the MAIS Help Desk
consultant was unable to assist, the end user was referred to their System Administrator for further assistance.
The majority of current end users are now familiar with running General Ledger reports in Financials and Physical Resources PeopleSoft
v. 8.8, and are aware of the pop up blocker issues. Documentation has been added to MAIS LINC regarding pop up blockers to help
minimize the number of calls.
MAIS Help Desk
36
Annual Report FY06
Help Desk Annual Report
Financials and Physical Resources
FY06 General Ledger Knowledge
Breakdown by Indicator
6% 0%
1%
7%
12%
FY06 General Ledger Technical
Breakdown by Resolution
Basic Printing
Knowledge
10%
Modify Application
7%
Modify Connection
10%
Journal Entry
Modify Database
19%
Imaging
10%
Modify Transaction
Modify Workstation
Reporting
1%
Page/Panel
Navigation
74%
MAIS Help Desk
8%
Profile
12%
23%
Web Navigation
Performance
Referral
System Not Available
37
Annual Report FY06
Help Desk Annual Report
Financials and Physical Resources
Total Tickets
FY06 Inventory Breakdown by Problem
30
25
20
15
10
5
0
Business Process
Functional
Technical
User Knowledge
User Security
Problem
Inventory
In FY06, there were 49 Inventory tickets. Of these tickets, 26 (53%) were categorized as technical. No significant trends were identified in
this module.
MAIS Help Desk
38
Annual Report FY06
Help Desk Annual Report
Financials and Physical Resources
Procurement
FY06 saw a drastic increase in Procurement tickets. This increase was due to the Financials and Physical Resources PeopleSoft v.8.8
upgrade in August. In addition, there was a change in the categorization of tickets; this year we combined both Procurement and
Procurement P-Card into Procurement.
Of the 17,790 Procurement tickets, 11,224 (63%) were categorized as User Knowledge. Business Process had the second highest ticket
volume with 2,754 tickets (15%). Technical issues made up 2,189 tickets (12%) of the total. Each of these categories are represented in
the “Breakdown by Indicator” graphs.
The most common issues encountered in the Procurement module were specific to Web browser settings (including pop up blockers) and
the “Page data inconsistent with database” error message encountered by P-Card reconcilers. Documentation regarding both pop up
blockers and this P-Card reconciling error message has since been added to MAIS LINC.
In February, Procurement tickets leveled off to the pre-Financials and Physical Resources PeopleSoft v.8.8 upgrade volume. This is due
in part to the availability of training documentation in MAIS LINC as well as end users becoming more familiar with Financials and
Physical Resources PeopleSoft v.8.8.
FY06 Procurement Breakdown by Problem
Total Tickets
12000
10000
8000
6000
4000
2000
0
Business Process
Functional
Misdirected
Printing
Technical
User Knowledge
User Security
Problem
MAIS Help Desk
39
Annual Report FY06
Help Desk Annual Report
Financials and Physical Resources
FY06 Procurement User Knowledge
Breakdown by Indicator
Basic Printing Knowledge
ePro Req
Imaging
0%
Journal Entry
0%
M-Marketsite
23%
28%
MAIS LINC
5%
0%
P Card Activity
0%
PO
8%
Reporting
0%
1%
4%
1%
Requisition
Vendor Inquiry
30%
Voucher
Web Navigation
FY06 Procurement Business Process Breakdown by Indicator
Total Tickets
500
400
300
200
100
r
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MAIS Help Desk
40
Annual Report FY06
Help Desk Annual Report
Financials and Physical Resources
Total Tickets
FY06 Procurement Volume by Month
4000
3500
3000
2500
2000
1500
1000
500
0
July
August
September
October
November
December
January
February
March
April
May
June
Month
MAIS Help Desk
41
Annual Report FY06
Help Desk Annual Report
Financials and Physical Resources
Total Tickets
FY06 Space Management Breakdown by Problem
140
120
100
80
60
40
20
0
Business Process
Functional
Misdirected
Technical
User Knowledge
User Security
Problem
Space Management
There were 170 Space Management tickets in FY06. 66 (69%) of these calls were categorized as User Knowledge. The highest ticket
volume occurred in February (39 tickets) and March (48 tickets). Combined, this comprised 51% of the total volume of tickets. This is
expected with the Space Survey deadline being in March. The fact that the survey is completed once a year limits the end users’ familiarity
of the system.
MAIS Help Desk
42
Annual Report FY06
Help Desk Annual Report
MAIS LINC
MAIS LINC tickets were significantly impacted this year by two events. The first was the Financials v.8.8 upgrade in August 2005 and the
second was the implementation of eMploy in May 2006. The FY06 MAIS LINC Volume by Month graph shows how these two events
affected ticket volume.
With the Financials v.8.8 Upgrade, end user training was recommended, not required. There was an increase in the usage of MAIS LINC
as it was the repository for all Financials v.8.8 training materials. As more end users began using MAIS LINC, the Help Desk experienced
an increase in ticket volume. The majority of MAIS LINC tickets were specific to the Technical and User Knowledge categories. Similar to
FY05, Technical issues primarily involved Web Browser Settings (pop up blockers) and Software Installation (RapidPlayer). User
Knowledge issues were specific to searching in MAIS LINC, navigating end users through simulations and knowing which eLearning
courses to take.
In April 2006, communications were sent to end users with information regarding the availability of training materials in MAIS LINC in
preparation of the upcoming eMploy implementation. This resulted in a dramatic increase in the total ticket volume, which continued for
the remainder of the fiscal year. The majority of tickets were categorized as User Knowledge and Technical. As with the Financials v.8.8
Upgrade, the tickets categorized as User Knowledge were specific to searching and navigating within MAIS LINC for specific training
documentation. Similarly, the Technical tickets were specific to Web Browser Settings and pop up blockers.
70 tickets were sent to the MAIS LINC PST team, with an average of 111.5 Business Hours to close. According to Symposium Data, the
average MAIS LINC call lasted 6 minutes and 20 seconds.
FY06 MAIS LINC Volume by Month
Total Tickets
500
400
300
200
100
0
July
August
September
October
November
December
January
February
March
April
May
June
Month
MAIS Help Desk
43
Annual Report FY06
Help Desk Annual Report
MAIS LINC
FY06 MAIS LINC Breakdown by Problem
700
Total Tickets
600
500
400
300
200
100
0
Business Process
Functional
Printing
Technical
User Knowledge
User Security
Problem
FY06 MAIS LINC Technical
Breakdown by Indicator
Modify Application
3% 5%
11%
23%
FY06 Technical > Workstation
Breakdown by Indicator
0% 7%
Employee Desktop
Issue
Modify Citrix Settings
1%
Modify Connection
2%
4%
17%
Modify Database
Modify Transaction
1%
1%
Modify Workstation
1%
0%
Performance
Software Installation
Software Upgrade
Uninstall Software
Web Browser Settings
Profile
50%
74%
Referral
Workaround
System Not Available
MAIS Help Desk
44
Annual Report FY06
Help Desk Annual Report
MAIS LINC
FY06 Technical > Referral
Breakdown by Indicator
4%
Access Services
30%
52%
Currently, information regarding Web browser settings and the Rapid
Player Plug-In can be found in the MAIS LINC information and
troubleshooting pages. It is recommended that this information also
be available on the MAIS LINC home page, where it is more easily
accessible. Additionally, it is recommended that information about
access requirements and self registration be added to the MAIS
LINC home page.
CPU/MAIS/Help Desk
Tier 2
MCIT
System Administrator
14%
MAIS Help Desk
45
Annual Report FY06
MAIS Help Desk
Annual Report 2006
Help Desk Annual Report
Research Administration Systems
Of the 2628 Research Administration Systems (eResearch) tickets in FY06, 1199 (46%) were categorized as User Knowledge, 561 (21%)
Technical, and 473 (18%) were Functional. According to Symposium reports, the average Research Administration Systems call lasted 5
minutes and 59 seconds.
FY06 Research Administration Systems Volume by Month
300
Total Tickets
250
200
150
100
50
0
July
August
September
October
November
December
January
February
March
April
May
June
Month
Total Tickets
FY06 Research Administration Systems by Problem
1400
1200
1000
800
600
400
200
0
Business Process
Functional
Misdirected
Printing
Technical
User Knowledge
User Security
Problem
MAIS Help Desk
46
Annual Report FY06
MAIS Help Desk
Annual Report 2006
Help Desk Annual Report
Research Administration Systems
FY06 Research Administration Systems Technical
8%
8%
6%
Modify Application
Modify Connection
Modify Database
Modify Transaction
29%
Modify Workstation
27%
Performance
Profile
Research Administration Systems
FY 2006 was the first full year in which the MAIS Help Desk provided
support to Research System Administration Systems (eResearch) end
users. The system was rolled out to all users in June 2005. Similar to
when the eResearch system was first rolled out, the IRB
BehavSci/Health utilizes the system for all activities. IRB Med
continues to only use eResearch to create new studies.
The majority of our tickets this year (46%) were categorized as User
Knowledge. These tickets can be attributed to the eResearch system
being new to end users and the Help Desk providing navigation
assistance. In June 2005, the first month eResearch was available to
all end users; we received 122 User Knowledge calls. In June 2006,
the number of User Knowledge tickets nearly doubled to 211 tickets.
Referral
System Not Available
2%
7%
4%
9%
Many of the technical issues can be attributed to error messages and
system issues encountered during the stabilization period. Many of
these tickets required assistance by Tier 2 in resolving.
Tickets categorized as Functional were specific to T2 Modifying Data
and Referrals to Tier 2.
MAIS Help Desk
47
Annual Report FY06
Help Desk Annual Report
Human Resources Management System
According to Symposium reports, the average Human Resources call lasted 6 minutes and 52 seconds.
FY06 T2 Total Closed Tickets
350
Total Tickets
300
250
200
150
100
50
0
CLC Metrics
HR Benefits
HR Human Resources
HR Payroll
HR Time and Labor
HR Payroll
HR Time and Labor
Tier 2 Team
Avg Business Hours
FY06 Avg Business Hours to Close
30
25
20
15
10
5
0
CLC Metrics
HR Benefits
HR Human Resources
Tier 2 Team
MAIS Help Desk
48
Annual Report FY06
Help Desk Annual Report
Human Resources Management System
FY06 Human Resource Management System MSRs Created
Total MSRs
30
25
20
15
10
5
0
HR Benefits
HR Human Resources
HR Payroll
HR Time and Labor
Tier 2 Team
FY06 HRMS By Module
3000
Total Tickets
2500
2000
1500
1000
500
0
Benefits
eBenefits
Employee Self Service
Human Resources
Payroll/Time & Labor
Module
MAIS Help Desk
49
Annual Report FY06
Help Desk Annual Report
Human Resources Management System
FY06 Benefits
60
Total Tickets
50
40
30
20
10
0
Business Process
Functional
Printing
Technical
User Knowledge
User Security
Problem
Benefits
There was a 44% decrease in Benefits tickets in FY06 as compared to FY05. Benefits tickets continue to originate primarily from the
Central Office.
MAIS Help Desk
50
Annual Report FY06
Help Desk Annual Report
Human Resources Management System
FY06 eBenefits
Total Tickets
25
20
15
10
5
0
Business Process
Misdirected
Technical
User Knowledge
User Security
Problem
eBenefits
Call volume was low this year (13 tickets) which was a 72% decrease in ticket volume as compared to FY05. The majority of the tickets
were again specific to technical issues, including modifying Web browser settings and deleting browser cache files
MAIS Help Desk
51
Annual Report FY06
Help Desk Annual Report
Human Resources Management System
FY06 Employee Self Service
140
Total Tickets
120
100
80
60
40
20
0
Business Process
Functional
Misdirected
Printing
Technical
User Knowledge
User Security
Problem
Employee Self Service
This category of tickets includes calls about W-4 Forms, Appointment Information, Direct Deposit, and Paycheck information.
In FY06 there was an overall increase of 24% in Employee Self Service tickets. Although the Technical and User Knowledge categories
experienced a 37% decrease (combined), User Security tickets doubled in number, from 63 to 126. The majority of User Security tickets
were specific to Kerberos Passwords/Resets and new employees not having an active Job Row.
MAIS Help Desk
52
Annual Report FY06
Help Desk Annual Report
Human Resources Management System
FY06 Human Resources
Total Tickets
2000
1500
1000
500
0
Business Process
Functional
Misdirected
Printing
Technical
User Knowledge
User Security
Problem
Human Resources
FY06 Human Resources User Knowledge-End User Training
Overall, there was a slight decrease (1.5%) in the
number of Human Resources tickets in FY06. However,
the ticket volume in both May and June doubled when
compared to FY05. This was directly related to the
release of eMploy on May 15, 2006.
10%
Job Data Change
3%
30%
3%
DBE Change
Of the 2587 Human Resources calls, 1571 (60%) were
specific to User Knowledge, which is a 12% decrease in
ticket volume as compared to FY05. eMploy generated
314 User Knowledge tickets in May and June.
Job Req
5%
Additional Pay
6%
Human Resources
eMploy (General)
Job Bids
8%
Merit Self Study Information
15%
MAIS Help Desk
20%
Other
53
There were 273 tickets specific to Business Process.
These were primarily referrals to the Central Offices. Of
the 211 User Security tickets, 50% involved Help Desk
Access Review and the other 50% were referrals to
Access Services or Central Offices.
Annual Report FY06
Help Desk Annual Report
Human Resources Management System
FY06 Payroll / Time and Labor
Total Tickets
1000
750
500
250
0
Business Process
Functional
Misdirected
Printing
Technical
User Knowledge
User Security
Problem
Payroll / Time and Labor
In FY06 there was a 16% increase in Payroll/Time and Labor
tickets.
FY06 Payroll/Time & Labor
User Knowledge-End User Training
Of the 1983 Payroll/Time and Labor tickets, 966 (49%) were
specific to User Knowledge. This represents a 36% increase
when compared to ticket volume in FY05. This volume is
expected to continue as more departments/units are added to
electronic timekeeping.
5%
4%
6%
Time Entry
12%
Reporting
Ticket volume increases were also noted in Business Process,
Functional, and User Security.
Maintain Static Groups
Maintain Schedules
Other
73%
MAIS Help Desk
54
Annual Report FY06
Help Desk Annual Report
Student Administration
According to Symposium reports, the average Student Administration call lasted 5 minutes and 32 seconds
FY06 Total Closed Tickets
Total Tickets
1000
800
600
400
200
0
Financial Aid/Student Financials
Recruiting Admissions
Student Records
Tier 2 Team
FY06 Avg Business Hours to Close
Avg Business Hours
60
40
20
0
Financial Aid/Student Financials
Recruiting Admissions
Student Records
Tier 2 Team
MAIS Help Desk
55
Annual Report FY06
Help Desk Annual Report
Student Administration
FY06 Student Administration MSRs Created
Total MSRs
200
150
100
50
0
Financial Aid/Student Financials
Recruiting Admissions
Student Records
Tier 2 Team
FY06 Student Administration By Module
Total Tickets
1200
1000
800
600
400
200
0
Academic
Advisement
Curriculum
Financial Aid
ONSP
Recruiting/
Admissions
SEVIS
Student
Financials
Student
Records
Student Self
Service
Teaching
Support
Module
MAIS Help Desk
56
Annual Report FY06
Help Desk Annual Report
Student Administration
FY06 Academic Advisement
Total Tickets
15
12
9
6
3
0
Business Process
Technical
User Knowledge
User Security
Problem
Academic Advisement
There was a 41% decrease in Academic Advisement tickets in FY06 as compared to FY05. As in previous years, the low ticket volume
in this module does not show any identifiable trends.
MAIS Help Desk
57
Annual Report FY06
Help Desk Annual Report
Student Administration
FY06 Curriculum
Total Tickets
100
80
60
40
20
0
Business Process
Functional
Technical
User Knowledge
User Security
Problem
Curriculum
In comparing FY06 to FY05, the Help Desk experienced a 31% decrease in Curriculum tickets. This decrease was evenly distributed
between the four major categories.
Of the 256 Curriculum tickets in FY06, 62 (24%) were specific to the Functional category and continue to be evenly distributed between
End User Modification, T2 Modification, and T2 Referrals.
81 (31%) tickets were specific to User Knowledge. Issues included assisting end users in adding instructors (including grade access) and
creating permissions.
MAIS Help Desk
58
Annual Report FY06
Help Desk Annual Report
Student Administration
FY06 Curriculum
Functional-Add/Modify Data
FY06 Curriculum
User Knowledge-End User Training
5%
6%
13%
Data Integrity
46%
42%
End User Modification
49%
Class Creation
Class Maintenance
Reporting
T2 Modification
SRCAA
39%
Of the 256 Curriculum tickets in FY06, 62 (24%) were specific to
the Functional category and continue to be evenly distributed
between End User Modification, T2 Modification, and T2
Referrals.
MAIS Help Desk
81 (31%) tickets were specific to User Knowledge. Issues
included assisting end users in adding instructors (including
grade access) and creating permissions.
59
Annual Report FY06
Help Desk Annual Report
Student Administration
FY06 Financial Aid
Total Tickets
100
80
60
40
20
0
Business Process
Functional
Technical
User Knowledge
User Security
Problem
Financial Aid
There was a 21% decrease in the total volume of Financial Aid tickets in FY06. The largest decreases were specific to the Functional
(36%) and User Knowledge (25%) categories.
MAIS Help Desk
60
Annual Report FY06
Help Desk Annual Report
Student Administration
Of the 241 Financial Aid tickets, 44 (18%) were categorized as
Functional. Functional tickets involved a variety of End User and
Tier 2 Modifications including Awards, Careers/Financial Aid
Terms, and Financial Aid Item Types.
FY05 Financial Aid Functional
Add/Modify Data
2%
30%
Data Integrity
End User Modification
T2 Modification
68%
The 89 User Knowledge tickets comprised 37% of the
Financial Aid ticket volume. Award Entry and Reporting (Aid
Disbursement and Award Activity reports) continue to
provide the majority of our User Knowledge – End User
Training tickets.
FY06 Financial Aid
User Knowledge-End User Training
13%
31%
Award Entry
Imaging
Reporting
SFFA
6%
50%
MAIS Help Desk
61
Annual Report FY06
Help Desk Annual Report
Student Administration
FY06 ONSP
Total Tickets
10
8
6
4
2
0
Business Process
Functional
Technical
User Knowledge
User Security
Problem
ONSP
There was a 22% decrease in Office of New Student Programs (ONSP) tickets in FY06 as compared to FY05. As in previous years, no
trends can be identified from the 14 tickets this year.
MAIS Help Desk
62
Annual Report FY06
Help Desk Annual Report
Student Administration
FY06 Recruiting & Admissions
300
Total Tickets
250
200
150
100
50
0
Business Process
Functional
Misdirected
Printing
Technical
User Knowledge
User Security
Problem
FY06 Recruiting / Admissions
Functional-Add/Modify Data
9%
18%
Data Integrity
Recruiting & Admissions
In FY06 there was a slight increase (2%) in Recruiting & Admissions
ticket volume as compared to FY 05. This can be attributed to an
increase in both Functional (21%) and User Security (42%) tickets.
Of the 791 Recruiting & Admissions tickets, 258 (59%) were specific
to the Functional category. The Indicator of Add/Modify Data
continues to provide the majority (59%) of our Functional tickets.
These tickets include deleting applications and record cleanup.
End User Modification
T2 Modification
73%
MAIS Help Desk
63
Annual Report FY06
Help Desk Annual Report
Student Administration
FY06 Recruiting / Admissions
User Knowledge-End User Training
7%
Again this year, there was an increase in User Security tickets. In
FY 06 there were a total of 163 User Security tickets. These tickets
were primarily due to an increase in the number of applicants
needing their Friend Accounts unlocked.
As in previous years, Application Activity continues to generate the
largest volume of User Knowledge tickets.
5%
7%
Application Activity
Imaging
Prospect Activity
Reporting
81%
MAIS Help Desk
64
Annual Report FY06
Help Desk Annual Report
Student Administration
Total Tickets
FY06 SEVIS
30
25
20
15
10
5
0
Business Process
Functional
Technical
User Knowledge
User Security
Problem
SEVIS
There was a 17% increase in SEVIS tickets in FY06 as compared to FY05. This can be attributed to the increase in Functional calls
requiring assistance and/or modification by Tier 2.
MAIS Help Desk
65
Annual Report FY06
Help Desk Annual Report
Student Administration
Total Tickets
FY06 Student Financials
60
50
40
30
20
10
0
Business Process
Functional
Misdirected
Technical
User Knowledge
User Security
Problem
Student Financials
There was a 28% decrease in Student Financial tickets in FY06 as compared to FY05. Ticket volume decreased in all categories with
the exception of Technical.
MAIS Help Desk
66
Annual Report FY06
Help Desk Annual Report
Student Administration
FY06 Student Financials
Functional-Add/Modify Data
FY06 Student Financials
User Knowledge-End User Training
5%
21%
38%
Data Integrity
Reporting
End User Modification
SFFA
T2 Modification
62%
74%
Student Financials
Of the 121 Student Financial tickets, 34 (28%) were specific to the Functional category and 23 (19%) were User Knowledge.
Functional tickets with an indicator of T2 Modification and T2 Referral continue to provide the majority of these tickets (25).
There was a 54% decrease in tickets categorized as User Knowledge. Similar to Financial Aid, many of these tickets involved providing
assistance to end users in running reports.
MAIS Help Desk
67
Annual Report FY06
Help Desk Annual Report
Student Administration
FY06 Student Records
300
Total Tickets
250
200
150
100
50
0
Business Process
Functional
Misdirected
Printing
Technical
User Knowledge
User Security
Problem
Student Records
In FY06 there was a 3% increase in the number of Student
Records tickets as compared to FY05. Of the 980 Student
Records tickets, 256 (26%) were categorized as Functional, 258
(26%) as Technical, and 203 (21%) as User Knowledge.
FY06 Student Records
Functional-Add/Modify Data
5%
Within the Functional category, 68% of the tickets required T2
Modification or other T2 assistance. Tickets in this category
included Transfer Credits, “No Matching Buffer” errors, and
Program/Plan changes.
36%
Data Integrity
End User Modification
37% of the Technical tickets involved MSRs or other T2
Modifications.
59%
T2 Modification
The Business Process category saw an 86% increase from FY05.
Issues included Referrals to the Registrar’s Office (60 tickets) and
General Information types of questions (52 tickets).
MAIS Help Desk
68
Annual Report FY06
Help Desk Annual Report
Student Administration
FY06 Student Records
User Knowledge-End User Training
3%
10%
Enrollment Request
Student Records
In FY06 there was a 30% decrease in tickets categorized as User
Knowledge as compared to FY05. The Help Desk believes this
decrease is due largely to a change in the categorization of User
Knowledge tickets. In previous years, tickets were categorized as
User Knowledge even if they required Tier 2 assistance. This
year, many of these tickets are now categorized as Functional –
Referral – CPU/MAIS/T2. This change in categorization also
explains the 42% increase in Functional tickets.
Program / Plan Change
52%
Reporting
35%
MAIS Help Desk
SRCAA
69
Annual Report FY06
Help Desk Annual Report
Student Administration
FY06 Student Self Service
Total Tickets
50
40
30
20
10
0
Business Process
Functional
Misdirected
Technical
User Knowledge
User Security
Problem
Student Self Service
Although 4-HELP is the designated Help Desk for students, there
were 120 tickets specific to Student Self Service in FY06. This is a
72.5% increase in ticket volume as compared to FY05. Of these
tickets, 71 (59%) were redirected or referred to 4-HELP or a central
office.
FY06 Student Self Service
Business Process
3%
21%
The remainder of these tickets were specific to Friend Accounts,
Parent Accounts, and workstation settings.
Central Office Procedure
Informational
Referral
76%
MAIS Help Desk
70
Annual Report FY06
Help Desk Annual Report
Student Administration
FY06 Teaching Support
350
Total Tickets
300
250
200
150
100
50
0
Business Process
Functional
Misdirected
Printing
Technical
User Knowledge
User Security
Problem
Teaching Support
In FY06 there was a 161% increase in the number of Teaching Support tickets as compared to FY05 (761 and 292, respectively). This
large increase is due to the release of the Web Grade functionality to all schools and colleges.
Of the 761 Teaching Support tickets, 309 (41%) were specific to User Knowledge. Issues included providing navigation assistance to
instructors printing Class Rosters, and Web Grades entry and approval.
The Business Process category had the second highest ticket volume with 187 (25%) of the Teaching Support ticket volume. These
tickets primarily involved referring instructors to the RO/Supplemental Grade Report (SGR) to make changes to posted grades.
MAIS Help Desk
71
Annual Report FY06
Help Desk Annual Report
Conclusion
Fiscal Year 2006 Conclusion
The overall ticket volume in FY06 increased to the highest level seen in the last four years. This increase was due to the following system
changes that were implemented: the Financial and Physical Resources PeopleSoft Upgrade from v.7.5 to v.8.8, the rollouts of Research
Administration Systems (eResearch), Web Grades and eMploy, and the increased use of MAIS LINC.
The Financials and Physical Resources upgrade was a significant event in FY06 and call volume was very high initially. The upgrade
affected many areas, including User Knowledge, Functional, and System Performance. This is indicative of new implementations and how
various aspects of the system are affected. As the system stabilized, and end users became more familiar with the new functionality, the
numbers steadily decreased until a plateau was reached. This ticket volume plateau is, however, a little higher than prior to the upgrade.
In addition, our overall ticket volume is higher than in past years. This can be explained by the increase in the number of systems we
support as well as new functionality, including eResearch, Web Grades, and more departments reporting time electronically.
As the MAIS Help Desk continues to support more and more systems, and we continue to upgrade and rollout new functionality, there will
potentially continue to be an increase in the overall call volume. As a result, the need for communication with our user base is critical.
Continued identification of periods when heavy system usage is expected and alerting end users when these periods approach is
invaluable. This helps reduce the call volume during these periods as well as alleviate end user frustration. Currently, the MAIS Help Desk
educates individual end users when they call or e-mail requesting assistance and utilizes phone recordings. Users receive mass e-mail
communications and information at Unit Liaison meetings and Interchanges. Also, Upgrade Central is an excellent way to provide
information to end users. Finally, the production labs offered in various areas are extremely beneficial, and should continue to be provided.
Real time communication and providing the information in a variety of ways is crucial. In addition to our current communication strategies,
creating alternative means of utilizing the front pages of the MAIS web site, Wolverine Access, MAIS LINC and other areas such as the
eResearch web site to disseminate important information in real time should be explored. Providing information in a variety of ways will
make the delivery of information much more effective. In addition, communication within MAIS to the Help Desk to support end users is
important. Communication of any process or system changes, the availability of documentation, training, and Tier 2 staff enables us to
best support the MAIS systems.
The MAIS Help Desk would like to thank all those responsible for providing excellent support and assistance, and looks forward to your
continued support and assistance next year. The Help Desk continues to maintain a high level of customer satisfaction with the end users
and we are looking forward to not only maintaining but improving the level of satisfaction with the end user community.
MAIS Help Desk
72
Annual Report FY06