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Agresso User Forum

Agresso User Forum. Friday 16 th November 2012 Western Infirmary Lecture Theatre -105 11:00am to 13:00pm. Agenda. Attendees. Purpose of Forum Support Current Service Level Agreement Support Desk Response Times feedback Top 10 - Most common calls into the desk Web Server Training

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Agresso User Forum

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  1. Agresso User Forum Friday 16th November 2012 Western Infirmary Lecture Theatre -105 11:00am to 13:00pm

  2. Agenda Attendees • Purpose of Forum • Support • Current Service Level Agreement • Support Desk Response Times feedback • Top 10 - Most common calls into the desk • Web Server • Training • Training courses update by Ian Brown • Training requirements • New Training Manuals and Webpage development • Section Update • Systems Support & Development workload update • Information on Agresso 563 Upgrade • New Screens and Process updates. • Day-to-day user issues • Update of notes from last meeting • General User problems and issues feedback • Any other Business Ian Brown – System Support Stephen Allan – System Support Alison Graham- Accounts Payable Claire McCallum- Procurement Agresso Purchasing Officers

  3. Helpful Information • Please sign the attendance sheet being passed about • Presentation and Minutes will be published on Website • If you could mention your name when giving any feedback • Try not all talk at the same time • Forum should not last longer than 2 hours – hopefully

  4. Purpose of Forum To engage and communicate with Agresso users who use the system on a day-to-day basis. Allows Feedback from Agresso Users who use the system on a day-to-day basis. From the feedback and recommendations of the Forum, the Systems Support and Development Section (SSD) can support the users to improve the system. The meeting also allows the attendees to be made aware of any forthcoming developments or system related issues from the SSD Section

  5. SERVICE LEVEL AGREEMENT (SLA) • All e-mails submitted to the desk are given a call number, prioritised and allocated to a member of the support team. The support desk is manned from 9am till 5pm (Monday-Friday) The current SLA (Service Level Agreement) for calls is - • Calls received by 12noon will receive a response by 5pm • Calls received after 12noon will receive a response by 12noon the following day. This is a minimum standard and calls are normally answered more quickly than this. Support Agresso Support Desk YOUR FEEDBACK finsup@gla.ac.uk

  6. Support Top 10 Calls into the Supportdesk 2012 • Forgotten Username/Password • Website Access • Substitutes • Update Project Approver • Workflow Status Query • Update User Forms • Closing/Deleting Tasks • Closing/Re-Opening Orders • New User Requests • Access to Account/Cost Centres/Projects

  7. Support Web Server Issue • Web Server Running Slow • Web Server Not Working • Agresso will connect you to a Web server which in turn will connect to the Agresso Database • Web Server may have a problem so not all users affected • System support can fix problem by resetting server • Fixing server can knock people out of Agresso Agresso User Web Server 1 Web Server 2 Agresso Database

  8. Support Web Server Issue -Solutions • New upgrade to Agresso 563 will move us onto Servers with up-to-date software - Windows 2008 – 64 bit operating system • In spring 2013 we will be increasing the amount of web servers from two to four

  9. Training Training Courses • Web Requisitioning Training • Purchasing Officer Training • Short Enquiries Course • Full Enquiries Course • Option to add online courses

  10. Training Purpose Built Courses Can be School/Subject/Department focused Can be process focused (E-Procurement, Purchase Cards, Enquiries), or can be condensed Agresso Training Design Specific Courses Gather Information from Users to go over on day of training. Can organise Venue, Trainer, Materials.

  11. Training Training Manuals • All Training Manuals and Videos have been updated for the Agresso 563 Upgrade • New processes or changes will be emailed to you over the weekend 17th/18th November • Web pages will be updated with Agresso 563 information • Example of new training web pages as requested by User Forum

  12. FINANCE OFFICE OTHER WEBSITE SCHOOL/SUBJECTS/DEPARTMENTS • New Pre- Award & Post Award Research System • Upgrade to new Supplier/Staff Payment software • New Report System for Management - Logix 4 • Improve PI Reports • Agresso 563 • Updating Research Section Website • Enhancements to Agresso 563 • E-PROCUREMENT (ongoing) • MISCO • Electronic Invoicing • Upgrade to Version 3 software • Web Payments Upgrade to Version 3 • Travel Requisitions – New Process System Support Update SYSTEM SUPPORT DEVELOPMENTWORKLOADUPDATE

  13. Agresso 563 Upgrade Agresso User Forum 2011

  14. Last Forum Outstanding Minutes Agresso User Forum 2011

  15. Any Other Business System Support Updates • Advise Approvers to set up substitutes on Agresso Web pages if you know they are going on annual leave • Password Reset Option on Agresso Web version • Stricter control on Project Access • Closing Orders – remember some suppliers are exempt and orders should still be reviewed.

  16. Presentation and Action points will be published on the Website Thank you for all your feedback, contributions and time Enjoy the Christmas break when it comes..... Agresso Forum 2012

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