Simple Solution. Brighter Futures. TSDS Incident Management Escalation Process

Transcription

1 Simple Solution. Brighter Futures. TSDS Incident Management Escalation Process

2 Click Course to Menu edit Master title style 2 TSDS Components Supported by TIMS Escalation Process Overview LEA Campus User TIMS Access Level 1 & Level 2 TIMS Access Using the Knowledge Base FERPA and Use of Data in TIMS LEA Campus User Escalation Workflow: Creating An Incident Level 1 TIMS Escalation Workflow Level 2 TIMS Escalation Workflow TIMS Resources TIMS Best Practices Recap and Questions

3 Click Course to Pre-requisites edit Master title style 3 TEAL TSDS Overview

4 Click Course to Acronyms edit Master title style 4 TSDS Texas Student Data System PEIMS Public Education Information Management System TEA Texas Education Agency ESC Education Service Center LEA Local Education Agency SIS Student Information System SSIS State-sponsored Student Information System TCC Texas Computer Cooperative EDW Education Data Warehouse TPEIR Texas Public Education Information Resource UID Unique Student and Staff Identifiers TIMS TSDS Incident Management System

5 Click Data Loading to edit Master Process title style 5

6 6 TSDS Components Supported by TIMS

7 Click TSDS to Component edit Master Supported title style by TIMS 7 Core Collections Unique ID Client Side Validation Tool Data Transfer Utility (DTU) edm (Manage Data Loads) PEIMS Application studentgps Dashboards ECDS Application Enhanced matching logic Single unique identifier is assigned to both staff and students Downloaded from TSDS Portal Used by LEAs & ESCs to validate XML interchanges prior to loading Errors in interchanges must be corrected in source systems & revalidated A secure FTP file transfer client utility Downloaded from TSDS Portal & installed at LEA/ESC Facilitates On Demand & Scheduled file transfers Sends XML files to edm Uses Service Account credentials for login & password User selects files to be transferred User can view transfer status Automatically picks User schedules Data is loaded Early up files that have and can monitor from ODS to a Childhood been transferred by the promotion of staging DDM Data the DTU data from the If load submission Runs files though ODS to the PDM successful, then it for kinder data validations & User specifies is moved to the and pre-k updates the ODS collection and production DDM Charter and Users can also submission (e.g. for studentgps Public manually upload Fall, First) display Schools files User selects Metric Data Error files are Category (e.g. calculations occur Collected generated at initial Staff) and Sub during the load of include; file validation & Category(ies) to data from the demographi again during ETL be loaded (e.g. ODS to the DDM c and, process Employment Data is Assessment Errors in Payroll automatically Data is interchanges must Summary) refreshed nightly, converted be corrected in User can monitor no user for ODS source systems & the status interaction loading revalidated needed

8 8 Other TSDS Component (Not Click to edit Master title style Supported by TIMS) TPEIR The statewide data solution loads data from the certified PEIMS data store to the state s P 20 data warehouse, TPEIR. TPEIR will continue to provide the public aggregated reports on student graduation, teacher employment and certification, and higher education enrollment and graduation counts, that will help parents, districts, charter schools, and the public be more informed about education performance within the state of Texas.

9 9 Escalation Process Overview

10 Click Tiers of to Support edit Master Defined title style 10 Level LEA/Campus User Level 1 Level 2 Level 3 Level 4 Support Contact Campus End User LEA Steward or the Level 2 Champion if support is contracted to the ESC or Certified Vendor ESCs or Certified Vendors TSDS Technical Support and SMEs TSDS Component Owners

11 Click Escalation to edit Process Master Flow title style 11 Knowledge Base

12 12 LEA Campus User TIMS Access

13 Click LEA Campus to edit Master User title style 13

14 14 Level 1 & Level 2 TIMS Access

15 Click Level to 1 & edit Level Master 2 Support title style 15

16 TEAL TSDS Portal TSDS Portal Roles Click to edit Master title style 16

17 Click Level to 1 TIMS edit Master Role title style 17

18 Click Level to 2 TIMS edit Master Role title style 18

19 Click LEA Campus to edit Master View title style 19

20 Click TIMS Level to edit 1 Master and Level title 2 style Views 20

21 21 FERPA and Use of Data in TIMS

22 Click FERPA to and edit Use Master of Data title style 22 Level 1 LEA Steward Access granted Level 2 Champion Access logged FERPA TIMS Data Use

23 Click Data Access to edit Master Agreement title style 23

24 24 Escalation Workflow: LEA Campus User and Creating an Incident

25 25 End User (studentgps Dashboard Click to edit Master title style User

26 26 Using The Knowledge Base

27 27 Knowledge Base Click to edit Master title style (LEA Campus User View)

28 28 Knowledge Base Link Click to edit Master title style (Level 1 and Level 2 Views)

29 Click Active to KB edit Articles Master title style 29

30 Click Main KB to edit Article Master title style 30

31 Click Helpful to TIMS edit Master KB Articles title style 31 TSDSKB-272 TIMS: Setting up the TIMS Dashboard TIMS TSDSKB-260 TIMS: Setting Up Watch Issue TIMS TSDSKB-246 TIMS: Escalating, Returning and Resolving a TIMS Incident TIMS TSDSKB-196 TIMS: function in TIMS tickets TIMS

32 32 Escalation Workflow: Level 1

33 Click LEA Campus to edit Master User Create title style Incident 33

34 Click Level to 1 Escalation edit Master of title Open style Ticket 34

35 Click Levels to of edit Severity Master Defined title style 35 Critical/Severity 1 High/Severity 2 Medium/Severity 3 Low/Severity 4 Description Unplanned system outage/application Unavailable(Delete) Crashes, loss of data, severe memory leak(use) Bug with specific application functionality Application functioning, but not as desired/expected Enhancement request Question on functionality Display/formatting issues

36 36 Create TIMS Incident Click to edit Master title style (With Level 1 TIMS Role)

37 Click Level to 1 Create edit Master Incident title style 37

38 38 Question Click Issue to Types edit Master title style Description Ask a TSDS question to the support team on process or procedures. Enhancement Request Problem (Most Common) User Request Request an enhancement to a TSDS application. Report a problem with the TSDS functionality A request other than an enhancement or support issue.

39 Click Creating to edit Incident Master Cont. title style 39

40 Click Levels to of edit Severity Master Defined title style 40 Critical/Severity 1 High/Severity 2 Medium/Severity 3 Low/Severity 4 Description Unplanned system outage/application Unavailable(Delete) Crashes, loss of data, severe memory leak(use) Bug with specific application functionality Application functioning, but not as desired/expected Enhancement request Question on functionality Display/formatting issues

41 TIMS Dashboard Setup Click to edit Master title style 41

42 Click TIMS Dashboard to edit Master Setup title Cont. style 42

43 Click TIMS Dashboard to edit Master Setup title Cont. style 43

44 Click Reviewing to edit the Master Dashboard title style 44

45 Click Current to edit Status Master of Incidents title style 45

46 Click Assigning to edit the Master Incident: title Start style Progress 46 Level 1 Incoming

47 Click Resolving to edit Incident Master title style 47

48 Click Escalating to edit an Master Issue title to Level style2 48

49 49 Escalation Workflow: Level 2

50 Click Level to 2 edit Master title style 50

51 Click Level to 2 Create edit Master Incident title style 51

52 52 Question Click Issue to Types edit Master title style Description Ask a TSDS question to the support team on process or procedures. Enhancement Request Problem (Most Common) User Request Request an enhancement to a TSDS application. Report a problem with the TSDS functionality A request other than an enhancement or support issue.

53 Click Creating to edit Incident Master Cont. title style 53

54 Click Reviewing to edit the Master Dashboard title style 54

55 Click Assigning to edit the Master Incident: title Start style Progress 55 Level Level 21 In Incoming Progress

56 Click Log Data to edit Access Master title style 56

57 Click More information to edit Master Needed title style 57 Return to Level 1 Return to Level 1

58 Click Resolving to edit Incident Master title style 58 Level 1 In Progress

59 Click Escalating to edit to Master Level 3title style 59

60 60 TIMS Resources

61 Click edm Error to edit Dictionary Master title style 61

62 Click TIMS User to edit Guide Master title style 62

63 63 TIMS Best Practices

64 Click Tips When to edit Creating Master title a Ticket style 64 Determine if it s a data or a service issue Search the Knowledge Base first Attach screenshots and/or files Include the error message Describe the steps followed before error occurred Mention troubleshooting already done Be detailed in description Be specific about what you see Communicate what you found in the knowledge base (this may help TEA to update the KB appropriately) Communicate the browser being used

65 Click Linking to Incidents edit Master title style 65

66 Click Viewing to edit Incidents Master title style 66

67 Click to in edit TIMSMaster title style 67

68 Click to Cont. edit Master title style 68

69 Click Becoming to edit a Watcher Master title style 69

70 Click Add Subscription to edit Master title style 70

71 Click Setting to Filters edit Master title style 71

72 Click Subscription to edit Master to Filter title style 72

73 Click Subscription to edit Master to Filter title style 73

74 74 Recap and Questions

75 Click Wrap to Upedit Master title style 75 Recap

76 76 Questions? Copyright 2013 Texas Education Agency. All rights reserved. TEA confidential and proprietary.