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Office of Information Technology

UT Dallas External Phone Calls

OIT is aware of an issue affecting some external calls to the University to be disconnected and is working with Microsoft for a solution. Calls to our Service Desk are functioning normally. We will provide additional details as they become available.

JIRA

Requesting Work

Requests for enhancements and new processes should be entered in the JIRA work request system. They should include as much detail as possible.

The process for a typical work requests includes performing the following steps within the appropriate JIRA “project”. View a list of JIRA project links.

  1. User enters the specifications into a JIRA request, including as much detail as possible.
  2. Based on the request, the appropriate set of business leaders will approve (or reject) the request and, if approved, will prioritize it among other outstanding work.
  3. The technical manager will assign a developer, according to availability, who will begin development in accordance with schedule developed for the work.

The Q&A Training Development group has created a more detailed explanation of the JIRA User Interace in the JIRA quick guide (pdf).

If you are a new employee, or have never accessed the JIRA system before, you must submit an PEARL form in order to be granted access to the JIRA system. Within this request, please list the specific JIRA projects that you need access to.

Please note that you must be within the UT Dallas network in order to access the PEARL form.

Setting Priorities

Use the following guidelines to select the proper priority for a work requests. This is a very important step that assists the EAS and User Groups in determining the proper order for work assignments across all functional areas.

  1. Blocker – Production down situation needs immediate attention. These issues will be assigned immediately, however completion time will vary depending on the complexity of the issue.
  2. Critical – High visibility, high impact (i.e., affecting the majority of students), and urgent time line for completion.
  3. Major – High impact or there is some time sensitivity to completion.
  4. Minor – Moderate impact or there is some time sensitivity to completion.
  5. Trivial – Low impact or there is no specific time for completion.

Organizing Work Requests

Digital Transformation requires users to submit all requests for work via JIRA. Customers who do not have access to the necessary JIRA project may send an email to the appropriate address in the above “Requesting Work” paragraph.

NOTE: An Emergency Request, which may involve situations in which all or part of the application is inaccessible or malfunctioning, or a critical business process cannot be completed successfully, the reporter may contact the responsible Digital Transformation support group. However, this must be followed up with a JIRA request at the earliest possible moment. The Digital Transformation support group can assist with getting the JIRA request entered.

When work requests are emailed to the appropriate Digital Transformation support group, the request will be entered for the reporter and the reporter will be given access to JIRA to enter all future requests.
Digital Transformation uses the JIRA work request system to classify and manage work requests. This allows us to meet our customers’ needs in a timely and efficient manner. JIRA captures information about the work request, including complete descriptions of the work required, importance of the request, and contact information of those involved in the solution. It also tracks work progress and provides a way to communicate with participants in requirements definition and solution delivery.

JIRA uses the concept of “projects” to categorize various work requests, and to establish management ownership of these requests.

Student Information Systems
Financial Management Systems (FMS)
Human Capital Management (HCM)
PeopleSoft Access and Security (EAST)
OnBase
Other Projects