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Getting Help for Unplanned/Unexpected Items

Errors Encountered in the Production Environment

Request a Data Update via SQL

  1. Create a PFM in ITG 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.

Default timeline for On Call Team's activities: Within one business day (actual complexity of specific request will drive 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

No existing ServiceNow Incident

  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.
  3. If the solution to the issue will require a code migration:
    1. Create a PFM in ITG if requested by the On Call Team member.
    2. 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).
    3. 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.

Refer an existing ServiceNow Incident

  1. 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
  2. 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.
  3. Optional: add individuals to the Incident Watch List as you deem appropriate.

Default timeline for On Call Team's activities: Acknowledge 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

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

Default timeline for On Call Team's activities: 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.

Default timeline for On Call Team's activities: Acknowledge incident within 60 minutes.