The University of Texas at Austin

*DEFINE Internals

Last Updated: September 11, 2013 @ 2:32 pm
Next Review Date: 01/01/2015
Service Manager: Cooper Henson
Governance Group: Business Services
Document Status: Published

Overview

This document defines the service level agreement for DEFINE Internals/Enterprise Workflow.

Availability: 99.98%

Service description

The DEFINE Internals/Enterprise Workflow service provides authorized administrators with applications to facilitate the creation and maintenance of electronic offices, including the configuration of authorizations and document routing within those offices. It provides the ERP infrastructure for the creation and maintenance of electronic document types, routing rules, electronic office security profiles, and the delegation of financial authority to an electronic office. Finally, it provides developers with shell programs to check authorizations and to create and route electronic documents, and with tools to present routing information on the web.

Intended users

The DEFINE Internals/Enterprise Workflow is intended for use primarily by staff. Key intended users for the service include application developers, electronic office managers and groups that provide support for electronic office managers and electronic document users.

Supported computing environment

The minimum client software requirements are:

  • mainframe terminal emulator (e.g. tn3270)

For developers, minimum software requirements are:

  • Natural
  • webAgent

Technical support

Both Tier 1 and Tier 2 technical support is available during normal business hours. Routine requests are typically addressed within one business day.

Tier 1

For questions concerning Electronic Office setup, or specific questions concerning document routing or workflow, contact the Office of Accounting Help Desk at askUS@austin.utexas.edu, or by telephone at 512-471-8802.

Users can also call the ITS Help Desk at 512-475-9400. Developers can send an email to dehelp@utlists.utexas.edu

Tier 2

Departmental support staff and the ITS Help Desk may escalate issues to Tier 2.

Maintenance

ITS will notify customers about both scheduled and unscheduled maintenance using the ITS Services Status page of service availability and service delivery issues. Services may not be available during the maintenance periods.

Scheduled maintenance

Scheduled maintenance occurs bi-weekly on Wednesdays between 5:00pm and 7:00pm as required. Maintenance may be scheduled at other days/times when required to coordinate with other developers. To the maximum extent possible, installation of service, application, and security updates will be performed during scheduled maintenance.

Unscheduled maintenance

Unscheduled maintenance tasks that require service downtime will be announced as soon as possible on the ITS Services Status page.

Change notification

ITS will notify customers using the ITS Services Status page of service availability and service delivery issues for DEFINE Internals/Enterprise Workflow.

Application developers and owners who depend upon the ERP Infrastructure service will receive additional updates from the DEFINE Internals/Enterprise Workflow group via the DEFINE developers list (defisc@utlists.utexas.edu) or TXEDGE (txedge@utlists.utexas.edu).

User responsibilities

Subscribers (users) of the service and identified owners/administrators agree to be aware of and adhere to the university's Acceptable Use Policy.

DEFINE Internals/Enterprise Workflow subscribers agree to:

  • Recat modules when needed by core modules

  • Provide testing and feedback for requested enhancements

  • Keep the Office of Accounting Help Desk notified of forthcoming changes

  • Provide documentation for their electronic documents and utilities

  • Provide us with any information needed to support their applications

In addition to the items listed above, departmental IT support staff agrees to:

  • Notify the Office of Accounting Help Desk if experiencing any problems

  • Contact the Office of Accounting Help Desk if training is required

Cost of Service

*DEFINE Internals is provided as a common good service with no additional costs to departments or users.

We Can Help

Get help from an expert:

* ITS Help and Service Desk

* Call us at 512-475-9400

* Submit a help request online

We also have a walk-in service in the first floor lobby of the Flawn Academic Center (FAC). Stop by and let us help you!