Meeting to discuss how to route problems and questions re: digitally signing leave reports

Attendees:

  • Kevin Rooney
  • Mary Dunker
  • Ismael Alaoui
  • Joyce Landreth
  • Carol Hurley
  • Frank Galligan
  • Kevin Buhrdorf
  • Hank Ingram

(also invited, but could not attend: Karen Herrington, Lee Anne Hoppe)

We discussed the need for 4Help to have a better way to route trouble tickets to the correct HR or HRIS support staff. Routing tickets from 4Help to eProvisioning for eToken support is working fine now, using the VT PACE address eprov@vt.edu.

Q: What is the difference between the HR help disk and HRIS? Who gets e-mail sent to HRISuser? 

A: HR help desk is fairly new. Designed to answer all types of HR questions. HRISuser is monitored by Jaques, who is the HR technical person, not part of Lee Anne's team. HRISuser might also be Stacy Portnet. HRISuser would send questions to Lee Anne first, then to Kevin, but there is nothing automated for 4Help to use to send questions to both Lee Anne and Kevin.

IRM workflow questioins now go to irmbann@vt.edu, and are put into the remedy queue that Rhonda, Kevin R., etc. can see. It might be more desirable for HR to forward requests to irmbann rather than for questions to be sent directly to irmbann. Then, IRM would be acting upon requests from HR in the manner that HR wishes.

4Help would be happy to front-end all questions on digitally signing leave reports.

 Proposal:

AIS HR team (Kevin B., Hank and Lee Anne?) have a meeting with HR tomorrow (November 21, 2008), during which they will propose that 4Help send questions to HR, and then HR will send appropriate questions to Lee Anne's team, who will determine if the question involves the need to change/fix the workflow. If workflow, then AIS HR team will send appropriate questions to IRM. Kevin B. will report back to us.

After the contact procedures are confirmed, the contact information in end-user documentation needs to be reviewed, including:

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