HR SERVICE REQUEST
SYSTEM VERSION 2.0
Agenda
Why is HR SRS 2.0 needed?
Redesign Focus
How will SRS 1.0 and 2.0 differ?
Critical transition dates
Why is
SRS 2.0 needed?
Address functionality needs gathered from user feedback
External (departmental) and internal (HR) user group recommendations.
Enhance system’s flexibility to respond to changing business processes. Add business intelligence to the system
Provide tools to guide department users in completion of their HR requests.
Provide better service to departments
User-friendly interface
Information presented quickly, clearly, easily
Provide a tool for departments and HR to increase their efficiency and help
SRS 2.0 Redesign Focus
SRS 2.0 High Level Capabilities
Single Sign on •Access SRS 2.0 through MyAccess
Aging •Count of UCSF business days/working hours only
•Ability to start and stop aging count for business reasons
Comments •Detailed and searchable
•Highlight comment additions with user notifications
Status & Position •View the status of a ticket versus who is working on it
•Increase ability to manage/track tickets with detailed status
Routing •More open routing structure; ability to route upstream and downstream •Ability to return to department for changes rather than cancelling
Workflow/ Request Forms •Improved workflow to reflect business process
•Ability to start and save draft tickets to revisit later or for Service Center consultation
Work List/Dashboard •Improved worklist to assist in ticket management
•Increase ability to manipulate ticket data; dashboards to sort and filter
Permissions/Users •Accessed via MyAccess
•Crossover with HRIS applications
•Greater ability to administer and manage system access and permissions
File Attachments •Ability to upload all required attachments (more than 3) •Lists of required attachments for each request, if any
Reporting •Easily exported standard reports for departments and HR
***Make sure order is consistent with ALL other documents
Highlights: How SRS 1.0 & 2.0 Differ
SRS 1.0 SRS 2.0 • Inability to focus in on ticket changes and
processing.
• Home screen notifications to highlight ticket changes and status progression.
• Flat and generic forms: not specific to each request type and population.
• Specific forms tailored for request types and population. • Minimal validation against input data • Greater validation against input data preventing incorrect
processing and improve security
• Ongoing aging count • Aging to reflect only business days without holidays • All comments captured within one field
resulting in duplications
• Searchable comments within a database table with knowledge of who and when they were created.
• Unique system log in • Single Sign On: Log in incorporated into MyAccess
• Rigid routing boundary structure • Open routing structure to support sharing of drafts within departments and routing for collaboration within HR.
• Flat work lists presenting all ticket information • Dashboards enabling ticket information to be sorted and filtered • Minimal ability for collaboration on requests
between service centers and departments.
• Ability for departments to create and save draft tickets for consultation with Service Center prior to final submission. • No linked tickets • Ability to link related tickets
***Make sure order is consistent with ALL other documents
Key Improvements for Departments
Ability to manage tickets throughout processing cycle
Easily view changes, progression, and history of tickets.
Track each step in ticket process so departments have
precise status of requests.
Quick view of recent status updates and notifications.
Business intelligence to assist with complete information
in creation of tickets.
Creation of draft ticket status to enable collaboration
Departmental Roles
Initiators
Once a user is approved by department authority as
initiators, initiators are able to create tickets regarding any employee (within and outside of the initiator’s
department).
Approvers
Approvers can approve tickets only within the depcodes
Departmental Roles
Reviewers
Reviewers can be anyone who has access to SRS. It can
be added by the initiator, approver or anyone who can touch the ticket. Reviewers have the same ability as the initiators and approvers before the ticket is approved.
Department Authority
Typically the MSO of the department. Department
Authority can set access for initiators and approvers. Department Authority also has access to all tickets within his/her department.
HR Roles have not changed
HR
Router Generalist Director Manager Transaction Specialty CenterAdditional Status
Three new ticket ‘status’ options have been added to enable the ease of processing.
Status User Functionality
Draft Department Allows initiators and approvers to create tickets, save the information, and either revisit at a later time or ask the Service Center for consultation. The Service Center can look up the ticket by number, review, and provide
feedback prior to final approval and submission. Return for
Changes
HR If a ticket is incorrectly submitted or needs additional information, it can be ‘returned for changes’ to the
department. When a ticket is returned for changes, the aging clock stops until it is re-submitted.
On-Hold HR If all ticket processing steps have been done, and HR is waiting for the effective date to complete final actions, the ticket can be placed on hold. Placing a ticket on-hold will stop the aging count.
Request Forms
What has changed?
Request forms have been created to mimic current
request information and business processes.
The new system infrastructure provides flexibility which
enables quick changes to be made to the request form content.
We added a confidential section to include LER, DMS,
Attachments
What’s changed?
Ability to upload as many attachments as desired
Text field allows one to describe an uploaded
attachment
Maximum size of attachment has increased from 5mb
to 8mb
List of required attachments for each forms and links to
the template if applicable
System is now very flexible to change, and lists and links can
Ticket Notifications
Upstream
Any upstream tickets will send a notification to the
sender and the receiver: cancel, put on hold, back for changes.
Downstream
Initiators will be notified every step of the way, including comments and attachments
Approvers will be notified only when completed
Department authorities will notified when tickets have
What’s the SYLLI (‘Silly’) feature?
The SYLLI dashboard is a new feature that shows all
ticket actions that have taken place since you have last logged in.
Shows all actions on tickets that you belong to or have
association with
This feature is available for both Department and
HR users
SRS 2.0 Ticket Lifecycle
Admin Panel
What’s changed?
The admin panel has simplified the way that HR and
Department users manage system permissions.
Allows both Departments and HR the ability to add, delete,
and modify user abilities permissions.
Users can view their role and abilities to help determine
what they can and aren’t capable of doing.
This also enables users to self manage their permissions and
User Ability Notifications
Department Roles created or modified
At least one of the following will be notified: Initiator
Approver
Department Authority Generalist
HR Roles created
Ticket Management
Work List: tickets that I’m working on or have
worked on
Tickets that I own vs. Tickets that I have access to
Request List
Service Centers staff can search for all tickets under their service center
Specialty Centers can search for all tickets
Dashboard
Generalist View/Manager View
Critical Dates
Date Event
April 8-16th SRS 2.0 sandbox available for user review Survey open to capture feedback
April 19th 5:00PM SRS 1.0 closed for transition
