Resources for IT Partners

Unplanned/Unexpected Items

Oracle's PeopleSoft applications are the basis for a great number of the University's mission critical functions. Other enterprise applications integrate with PeopleSoft to provide specific functionality to select user populations. The OIT Student Administration team publishes the information on this page for University of Minnesota business analysts and technology staff who are authorized to access the student systems.

Errors Encountered in the Production Environment

When reporting an issue with production via one of the methods below, please classify it with one of the following severity values:

  • Critical: Total failure of the system, or module functionality, or the corruption or loss of data. There is no work around identified. It prevents use of the system: "We cannot do business."
  • Major: Significant failure of the system, or module functionality. There may be a work around identified, however; the work around is difficult, high risk, and/or unsustainable until the next monthly change window: "We're in trouble."
  • Moderate: Some loss of system, or module functionality. The business processes can be completed, but the system may display data incorrectly/incompletely/inconsistently. A work around exists and is sustainable on a near term basis: "This is difficult." (Note: normally these types of items would be managed as Planned Work, only items that are moderate-trending-major should be reported via the on-call channel.)
  • Non-production: An issue with a non-production system.

Request a Data Update via SQL

  1. Create a PFM in IT Governance Center describing what needs to be updated.
  2. Notify the On Call team by sending an email to OITStudentAdmin@umn.edu.
  3. Formally approve the data update SDLC (once it reaches the appropriate stage).
  4. Verify the results.

The default timeline for the On Call Team's activities is within one business day (actual complexity of specific request will drive the timeline).

Note: The PFM/SDLC is an Internal and External Audit requirement for both OIT, ASR, and other business areas; we need to have a record of the request, its approval, and its completion.

Report a Critical System Issue

If There is No Existing ServiceNow Incident

  • Notify the On Call team by sending an email to OITStudentAdmin@umn.edu.
  • Provide details to the On Call team member as requested.
  • If the solution to the issue will require a code migration:
  • Create a PFM in ITG if requested by the On Call Team member.
  • Consult with your team lead or manager to discuss the business criticality, evaluate the available workarounds, and propose the production migration date (Note: whenever possible, the standard migrations windows are preferred for all types of code changes).
  • If an emergency migration is requested, work with your team lead or manager to write the business justification. Your team lead or manager should provide the business justification to the Student Administration Services Service Director.

If There Is an Existing ServiceNow Incident

  • Create an Incident Task (Use Knowledge Article KB0019352 as a reference).
  • Use T3 OIT Student Admin Services as the Assignment Group for the Incident Task.
  • The T3 Group will be notified. You will continue to "own" the incident as Tier 2. Your correspondence with T3 may occur via the Incident Task or via the auto-generated ServiceNow emails.
  • Optional: add individuals to the Incident Watch List as you deem appropriate.

The default timeline for the On Call Team's activities is to acknowledge the incident within 15 minutes.

Note: After notification is sent, an optional phone follow-up can be made by calling the on call Individual(s) listed on the On Call page for the team that supports the affected application: OIT Custom Solutions for web applications; PeopleSoft Student Developers for PeopleSoft Campus Solutions.

Errors Encountered in Any of the Non-Production Systems

Request a Data Update via SQL

  • Send an email with the details to the On Call team at OITStudentAdmin@umn.edu.
  • Verify the results (once the update is complete).

The default timeline for the On Call Team's activities is within one business day (actual complexity of specific request will drive timeline).

Note 1: No PFM/SDLC is required for this case because the update is being made in a non-production system.

Note 2: You may have the access you need to perform the update yourself. Give it a try (if you feel comfortable) before submitting the request to the On Call team.

Report a System Issue

  1. Notify the On Call team by sending an email to OITStudentAdmin@umn.edu.
  2. Provide details to the On Call team member as requested.

The default timeline for the On Call Team's activities is to acknowledge the incident within 60 minutes.