KFS Environment Support

Issue Resolution

Environment Issues

general: if you have a log message associated with a folder, before going to google check our JIRA instance first if we have experienced the issue before.

application down

Check in browser first.

If it's not coming up in the browser, ssh into the machine(s)

application slow

Application Level Issues

Identification

Production Bug Hunting

Escalation

Critical issues effecting system availability will be adressed and escalated using the below escalation process.

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Common Batch Errors and Resolution Process

ApprovalLineItemReceivingJob

AutoApprovePaymentRequestsJob

ConvertDisbursementVoucherCSVtoXMLJob

DisbursementVoucherPreDisbursementProcessorExtractJob

ElectronicInvoiceExtractJob

KFS User Support

KFS Access

KFS Backdoor Access Request : This form is intended for KFS Users who need to gain backdoor access on KFS non-production environments such as UAT, DEV, TRN and SUP.

Change Requests & Problem Tickets

User requests for changes as well as problem reports are logged in USD. The Financial Systems group reviews all logged issues and either assigns a Finance Systems resource to resolve or transfers the ticket to the Kuali Development group if the reported problem requires development resources to resolve.

User issues that fall within the Finance Systems domain:

Access requests
User Role Assignment
Workflow issues
Nightly Batch requests
File Upload requests
Error Reports
Reporting issues
Data issues

User issues that fall within the UITS Kuali Support organization domain:

Enhancement requests
system bugs
system & environment issues
issues with system interfaces

All USD Tickets that result in development work will receive a correspondng Jira ticket. The Jira ticket number is recorded in the USD ticket and the USD ticket is closed. The Jira contains the USD ticket number in the title of the Jira. The requestor of the Jira is recorded as one of the following individuals:

the reported of the USD incident (if the reporter is a KFS SME or a member of the Kuali Support or Finance Systems organizations)
KFS SME representing the functional area of the USD reporter.
a representative member of the Finance Systems or Kuali Supprt Organization if acting as user liaison.

The JIra is then utilized as the mechanism for tracking and communicating progress status of the development effort. At the point the Jira ticket is created, the Kuali SDLC process takes effect and is followed to the conclusion of the request.