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Post on 12-Jan-2016
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Interaction & Incident Management
Item no Issue\Comment SW/ Wipro Comments Category
3
End user should not be able to close interaction Not in Scop
7 Non Da user information need to be added Have added in HPSM Snags
9Designed per the LLD shaDone and re
10Create different incidents attached to one interaction Functionality already availDone and re
11All the Groups need to be created Groups created as per th Done and re
12Designed per the LLD shaNot in Scop
13
Designed per the LLD shaNot in Scop
14
Designed per the LLD sharNot in Scop
System Configured as per process flow designed by Quntica
process Role need to be assigned as per the matrix provided by DA
Initial classification based on the user level need to confirmed (make sure its disabled)
Configuration items for end user asset to be updated (New SCCM report to be provided)
Notification email when assigning incidents will not be sent to anyone except the service owner it is being assigned to
15
Designed per the LLD shaNot in Scop
16
New data Not in Scop
17
Reopen interaction to be confirmed Process change Not in Scop
19
Assignment to the group is Not NMS R
24Pending for testing Done and re
27Will re-share again Done and re
28 Not in scope Not in Scop
33The landing page is To-do Done and re
34Working as per tool desig Technically
35
Working as per tool desig Technically
36
New Requirement Not in Scop
Multiple affected CI in one incident to be configured
Desktop support service sub category to be added to the service category
Assigning incidents to group or individual (once accepted by the tech it should be assigned to him not to the group)
Re-assign Incident from group to another group to be tested
vendor to provide DA out of box samples of all available reports
Customized report to be developed and tested
The login page should be loaded to the page which I am responsible for (example: incident page) based on role
Requests are sorted ascending not descending, so new tickets will show in page one not last page!Sorting option is not working properly. If I sort based on Incident ID, then it will take me to last page! Instead of sorting them properly in the first page. Example if I have 3 pages and I sort based on Incident ID then it will take me to page 3
The page is not auto refresh. User needs to click on refer every time! New tickets will not show until you refresh the page manually.
38
Giving Drop Down effects Not in Scop
40
Mandatory fields will be mSnags
43
AD string shared with us dNot NMS R
46Already mail sent to SD and aNot NMS Re
47List forwarded to Najib & & tSnags
55Assignment group rename Flight Airport Systems Snags
56Dashboard. Technically
57 Snags
Problem Management
Item no Issue\Comment SW/ Wipro Comments Category
3 Problem resolution structure (template) Done and re
4 Role base views for problem records Done and re
5 Password reset link to be added to the portal Not NMS R
6 License for Knowledge Management Done and re
Category (Complaint, incident, and request for information) is not a drop down menu. It will take you to new page to choose this option then you go back automatically to previous page.
There are some required fields which doesn’t have (*) mark next to it. Example: Closure code.
Link with AD is not appropriate. Example: Omar Alsamman not included in the client list
The HPSM Portal is not accessible from Terminal-1 office & hence HPSM functionality cannot be tested from our office.
Telecom Incident Area and Sub Areas are missing in the system
Rename to Airport Systems
Top ten server utilization/services to be provided in one dashboard with auto refresh
Services, Area and sub area is not according to BSKM list provided to Najib.
BSKM services, area and sub area to be uploaded to HPSM as per the listing
Designed per the LLD shared by DA
has been designed as per the roles defined in LLD shared by DA
Not valid since HPSM is integrated with AD
HPSM is having KM license
7 Needs Clarification
8 Area and Sub Area should be editable Not in Scop
9
15 Done and re
CHANGEIssue\Comment SW/ Wipro Comments Category
Multiple services cannot be selected in case multiple ser Working as per tool desig Technically
Provide change manager and coordinators names Already present in LLD. Done and re
Attaching documents need to be enabled (it was not workOnce the change is raised Not in Scop
Request end time need clarification and to be standard Done and re
Landing page to be based on the role The landing page is Todo qDone and re
in case of an approval rejection the request should be s Already working Done and re
Knowledge BaseIssue\Comment Action SW/Wipo
Visibility of other related records (SD & IM) from PM module should be available.
Needs Clarification
New requirement and not as per LLD
Ability to raise a change record should be enabled on the PM and Change record should be linked to PM.
New requirement and not as per LLD
Not in Scope, Subject To Variation
Visibility for SD to see PM# and IM# for main page. Currently they can only review IM then after clicking on IM they can scroll down to see PM
Already present in related records section.
The clarification of field is:The system prepopulates this field if the change request is created from aninteraction escalation. This is the date the change initiator requests theimplementation of the change. This is a required field if not prepopulated.
Adding pic to txt in knowledge base is not working fine.
Will share
Image will f
We will need to discuss thi Already exis
This changes has to be confi New requir
Waiting for template fromTemplates a
Request Mgmt
Drop down menu for service Catalogue search is not completed. There is still someWipro will r
General CommentsIssue\Comment Action SW/ Wipro
Location: Currently Pulls from AD record of the user for SSuggest to multi levels as New requi
Department List cannot find the stakeholders name New requi
Service Catalog/Request fulfillment: Currently 3 categori This is a s
Adding pic will it re change the image to fit the page or not
CMDB Access rights and Reports Generation needs to be discussed
In Telecom CMDB the Circuit field should be changed from “numbers” to “text” format
Knowledge Management Documents- Not prepared from Radio Services Side
Please include Airport Systems stakeholders name in the department list as provided in data gathering sheet.
a) Modification needed as to add Airport Operation Services in Category listing and map all Flight Information Services under that category
Status Priority DA Comments SW Comments - 17/6/15
Closed 1 End user can close the intera
Closed Done 2 This already done.
Closed 1 need to be verifi DAIT Action - SW/Wipro Can a
Closed 2 need to be verifi DAIT Action - SW/Wipro Can a
Closed 2 need to be verifi DAIT Action - SW/Wipro Can a
Closed 2 need to be verifi DAIT Action - SW/Wipro Can a
Closed 1 need to be verifi DAIT Action - SW/Wipro Can a
Closed 1 need to be verifi DAIT Action - SW/Wipro Can a
Action Date
Closed 1 need to be verifi DAIT Action - SW/Wipro Can a
Closed 1 this is simple co Will be done
Closed 2 Yes and we asked fEnd user can reopen the inte
Closed 2 Assignment to the group is hap
Closed 2 need to be verified by pulling out the configur
Closed 2 done Done
Closed 1 as per scope 10 SM, only out of the box repor
Closed 3 The landing page is To-do que
Closed 2 Technically is feaThis is not possible can be
Closed 2 Technically is feaThis is not possible can be
Closed 1 This is Basic req Will be done as default timin
Closed 1 As part of best practice fill
Closed Done 2 Done
Closed 2 AD string shared with us did
Closed This is resolved
Closed Done This is resolved
Closed Done
Closed 2 HP should find soTechnically Not Feasible for
Closed Done 1 Affected services are not as defined by us in d
Status Priority DA Service Desk Comments SW Comments - 17/6/15
Closed 2 DAIT Action - SW/Wipro Can a
Closed 2 DAIT Action - SW/Wipro Can a
Closed 2 DAIT Action - SW/Wipro Can a
Closed 2
Action Date need to ve
verified by pulling out the configuration to confirm need to ve verified by pulling out the configuration to confirm Its just a link to our DA password self service HPSM is having KM license
Open 2
Closed 2 This is not recommeded as per
Closed 2 As explaned after today's (1
Closed 2 Done
Status Status DA-ICT Feedback
Closed Could Be Done
Closed DONE
Closed DONEadding attachment is working
Closed DONE
Closed DONE
Closed DONE Done
Category Status Priority DA comments SW Comments - 17/6/15
Interaction will open an incident which might be evaluated as problem. So in the general problem page. Where all pending problem is listed. Is it good to have column which related IM and SD. The same apply for all general loading pages. We need a visibility if this interaction has incident related and problem related so it will be easy for us to search. Note that if you open the problem ticket. In the details of the problem ticket, you won’t have details about the interaction. You will only have visibility of the inciden
This is not recommeded as per HP best practice- All this information is inside the IM
or problem or change record.
Change Manager was configured (Amit Kumar). However as per LLD V10.0 CAB Members list, accounts are not configured properly
Request end date and time is mandatory for all change record. Clarification is provided on the excel sheet but it is not clear.
I’ve tested SD and Amit’s login profile. And it is as per role.
Done and reClosed
2 Steps will be shared during
Done and reClosed
2 Image will fit in the KM articl
Not in ScopeClosed 1 If we need to inc Already uploaded radio Cis i
Not in ScopeClosed2 This can configurClosed
Not NMS RClosed2 No templates are required an
Snags Closed 2 Done
Category Status Action Date Priority DA Comment
Not in ScopClosed 2
Not in ScopClosed 1
Not in ScopClosed 1
Description Action DatStatus DA-ICT Feedback
Requires 1 to 2 days works and change in QCould Be Done
DONE DONE
DONE DONEplease see below accounts which is not configured a
DONE DONEDone
DONE DONEDone
DONE DONEDone
DONE DONE
Cannot find in CI List (We can ask WIPRO to show
DONE DONE I did not receive any notification email while creat
stakeholders contact details like Mercator, DNATA, EGIT Coms, etc. are not available on the contact list. Only users available in AD were added. Surprisingly, computer names were also added on the contact list even though it is not supposed to be added on this particular list (please see below screenshot for more information.
DONE DONE
Cannot select multiple CI’s on an incident
SW/WIPRO to provide action date Will Be Done
Done as part of HP Design DONE
same interaction cannot be re-opened once closed. A new interaction will be re-opened.
Already Implemented DONE
Automatic assignment once accepted is not happening still.
DONE. SW/WIPRO to assisit to show configuDONEDone
DONE DONE To be verified
Customized Reports are provided through DONE To be verified
Already Implemented DONE
Already Demonstrated to DA-ICT DONEOldest incident is still showing on my group’s to do
Already Demonstrated to DA-ICT DONE Not yet done
Will be done. SW/WIPRO to provide date Will Be Done
To be verified once (process Role need to be assigned as per the matrix provided by DA) is completed.
Not recommended, but could be done. Could Be Done
DONE DONE
When closing an interaction, closure code and soluti
Update is done as per the information pro DONE To be verified
DONE DONE
DONE DONE
DONE DONEStill showing as Flight Airport Systems
Available Through HP OM DONE
DONE
Description Action Status DA-ICT Feedback
DA-ICT to Verify DONE To be verified
DA-ICT to Verify DONE
DA-ICT to Verify DONE
Available DONETo be verified
Services are done as per gathering sheets and workshops. Update done as snag. DA-ICT to be specific on any missing information.
Service Desk does not have visibility on problem management module. Even read only rights is not available.Self-service link (https://selfservice.dubaiairports.ae/) is not yet incorporated to ESS.
DONE
Not Recommended Could Be Done
DONE DONE
DONE
Description Status DA-ICT Feedback
Available and can be demonstrated by SW/WIPRO.
only IM record is available on the Problem Management module. IM and SD details are also not available on the general view.
Linking of Problem Management to Change Management is not available. However, opening a change will be available once the know error phase is changed to Know Error Solution and AcceptanceIt is still not available on the Interaction record.
Checked and verified by DA-ICT DONE
Checked and verified by DA-ICT DONE
DONE DONE
Can be done but needs all existi
Already Implemented DONE
Done DONE
SW Comments - 17/6/15 Descriptio Status
Will Be Done
will be done Will Be Done
Will Be Done
cannot be verified now. We need the steps to be able to verify if the issue is resolved or not
cannot be verified now. We need the steps to be able to verify if the issue is resolved or not
Will Be Done
Only 3 items were available in the search category
will be done , free text will be provided.
Duplicate comment to request tab.
CategorySign-off
Done & Mutually agreed
Done & Mutually agreed
please see below accounts which is not configured aWIPDone & Mutually agreed
Done & Mutually agreed
Done & Mutually agreed
Done & Mutually agreed
Cannot find in CI List (We can ask WIPRO to show
I did not receive any notification email while creat
Done & DA need to re-test
Final DCA comments 30-July-2015
Final Status-30/7/15
Done; End user do not have rights to close interaction
Done; As discussed SD agent has been rights to add a contact record for Non DA users
Done; request to retest & share the feedback
Done; CI shared has been loded in the system, requiest DA to test & share the feedback
Have loaded the Cis in Device table although DA requested request automatic CI assigned to the user sould come;
Done; Notifcations were being stopped as requested from DA after the UAT
Cannot select multiple CI’s on an incident
Done & Mutually agreed
Done & Mutually agreed
same interaction cannot be re-opened once closed. A new interaction will be re-opened.
Automatic assignment once accepted is not happening still.
Done & Mutually agreed
WIP WIP with HP
Oldest incident is still showing on my group’s to do
Done; request DA to retest & share the feedback
Done; request DA to retest & share the feedback
Although the requiremnet is feasible, but require considerable amount of time in order to implement since it is a process change
Although the requiremnet is feasible, but require considerable amount of time in order to implement since it is a process change
Done today of auto assigining once the status is accepted,Request DA to re-test
Done & Shared with Maitha
To be verified once (process Role need to be assigned as per the matrix provided by DA) is completed.
For 34 & 35 -- Tool Limitation, Tool is working as per designed HP has shared an enhacne request for the same, will shsare the HP Enchancement request details over mail with OMAR
Product Limitation, Mail from HP has been shared
Done; Auto-Referesh has been configured, request DA to retest & share the feedback
Done today of auto - refresh functionality is only available on Windows client which DA can test;On web HP tool has limitation , HP QCR document can be shared
Done & Mutually agreed
When closing an interaction, closure code and soluti
Done & Mutually agreed
Still showing as Flight Airport Systems Done; request DA toDone & Mutually agreed
Done & Mutually agreed
Done;Category drop down has been provided, request DA to retest & share the feedback
Done; closure code has been made manadatory, request DA to retest & share the feedback
DoneRequest DA to re-test
AD integration is working fine, since other users are present
Not NMS relevant comment
OM comment in HPSM section
Done, Have provided the SD agent Read Only rights; Request DA to re-test
Done; Link has been incorportaed in ESS portal post login, request DA to retest & share the feedback
Done & Mutually agreed
Done & Mutually agreed
Not Feasible
Done & Mutually agreed
Done & Mutually agreed
Done & Mutually agreed
Done & Mutually agreed
Done & Mutually agreed
Done;request DA to retest & share the feedback
As explaned earlier ;after today's (17/6/15) session to Omar, How a change is related to a problem record (through KE known error route) is demonstrated
Done, Have provided the SD agent Read Only rights; Request DA to re-test
Will share the document with detailed steps Will share the document
Will share the document with detailed steps Will share the document
DoneDone & Mutually agreed
Done & Mutually agreed
Done & Mutually agreed
Done & Mutually agreed
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