START Replacement is the attempt to replace the previous system in Oracle R11, developed in PL/SQL called START. START has a web interface, a series of about 100 modules, and a primitive method for ordering services and merchandise and receiving fulfillment of those requests.

Ostensibly, David Backeberg is on this project starting in Fall 2012, and going until at least Spring 2013. This could be extended, depending on how scope changes, but there still remains a goal of eventual decommission of the old Oracle system, and replacement, primarily with ServiceNow and associated fulfillment subsystems.

Team

Adriene Radcliffe - Sponsor
Ron Kobash - Sponsor
Jane Livingston - Sponsor

Christine Costantino - PM
Kesha Patel - BA (to-be)
Barb Manville - BA (as-is)

Dave Backeberg - SN developer
Bob Liu - Website developer
Fruition - developer vendor

Wendy Battles - change management
Kathleen Reilly - change management

Liz Burnell - IDM stakeholder (provisioning & business reqs)
Jeff Euben - Telecom stakeholder
Karen Rossetti - Oracle stakeholder

URLs for the Project

START dev site: https://ebiz-dev.its.yale.edu/OA_HTML/RF.jsp?function_id=1010551
START prod site: https://ebiz.its.yale.edu/OA_HTML/RF.jsp?function_id=1010551

SN ESS dev site: yaledevelopment.service-now.com/ess
SN ESS prod site: yale.service-now.com/ess

START Sharepoint site: https://projects.yale.edu/its34/ITS050S%20%20START%20Replacement/Forms/AllItems.aspx

High-level principles

There are two grand development paths.

Starting with the existing ITS website at its.yale.edu, and developing a smooth interface into a ESS-ified ServiceNow experience with a polished-as-possible Content-Managed Service Catalog.

This is mainly driven by Jane Livingston, who has the main vision for look and feel, and also fulfilled this role on the ESS project.

Starting with the Service Catalog, generate a fulfillment engine, including Catalog information gathering, workflows, fulfillment engine.

This is mainly driven by Barbara Manville, who has been developing a map of the as-is functionality in START that we need to replicate. Especially helpful has been her determination that a large number of the modules in START are obsolete or unused and do not need to be carried forward into the new system.

Outsourcing

If we can generate a replicable template for how the workflows and catalog entries should work, we should be able to generate specifications and hand much of the low-level catalog work over to Fruition. Alas, we are not there as of December 2012.

Requirement numbers

https://qc.its.yale.edu/qcbin/start_a.htm is URL for HPQC. You absolutely must use Internet Explorer.

The authoritative place for requirements is in HPQC. The project name is ITS_050A_Service_Requests. Backeberg and Bill West have access to this HPQC project.

I'm not proud of this, as we have rolling meetings where we're exploring look and feel with ServiceNow. But anyway

46 build a Service Catalog mobile device item

47 build ESS interface to menu-style service catalog; create new column in ESS header that jumps to this view

48 build ESS interface replica of its.yale.edu/services; copy the icon files, and replicate the twelve menu categories.

49 build a prototype Order Guide for "New Employee Onboarding"; the catalog items can be bogus, but we want to play with look and feel

52 in HPQC: Develop Constrained Item List Update the description; the model of device is shifting to a simple text box to collect the

53 delegate item maintenance

54 accessories should be listed; they should be constrained by vendor

R834 - START 57 - Financial Approval Workflow
update set 2013/04/02 - 1

75 modify PTAEO to have shadow variable for transaction type: L,V,U
update set 2013/04/09 - 4

D482 - Defect START Z6: Financial Approval Workflow needs a few small tweaks
update set 2013/04/25 - 4

D486 - Make Pager "Requested for" actually change "requested_for"
update set 2013/05/03 - 1

R847 - Add new Ethernet Service Catalog item
update set 2013/05/07 - 1
2013/05/30 - 1
2013/05/30 - 2
2013/07/19 - 8
2013/08/13 - 2

R854 - START R79 - Attach financial approval workflow to pager delete
update set 2013/05/16 - 1

R855 - START R80 - Attach financial approval workflow to pager add
update set 2013/04/18 - 2

R856 - START R81 - Attach financial approval workflow to pager change
update set 2013/04/18 - 3

D496 - Pager change. Workflow change. Skip financial approval workflow if requesting pager lost / stolen.
update set 2013/05/22 - 2

D497 - Pager Add. Workflow change. Requested for should be same as opened by when ordering group pager.
update set 2013/05/24 - 1

D498 - Pager change. Workflow change. If new end user is not assigned, set requested for to same as requestor.
update set 2013/05/28 - 1
2013/07/12 - 1

R899 - Telephone Services Add New
update set 2013/06/10 - 2
2013/07/17 - 2
2013/07/17 - 10
2013/07/19 - 4

R930 - Telephone Services Change Existing
update set 2013/07/05 - 1
2013/07/19 - 5

R931 - Telephone Services Delete Existing
update set 2013/06/04 - 2
2013/06/18 - 3
2013/07/17 - 1
2013/07/19 - 7
2013/08/27 - 8

R935 - "Telephone Set Details add" variable set
update set 2013/05/28 - 3
2013/07/08 - 1
2013/07/17 - 5

R940 - "Telephone Single Line Details add" variable set
update set 2013/06/10 - 2
2013/07/10 - 3

R941 - "Telephone Multi Line Details add" variable set
update set 2013/06/11 - 1
2013/07/10 - 4

R942 - "Telephone ACD Details add" variable set
update set 2013/06/12 - 2

R946 - "Telephone Number Details change" variable set
update set 2013/06/12 - 1
2013/07/09 - 2
2013/07/10 - 6

R981 - "Telephone Location Details change" variable set
update set 2013/06/28 - 1
2013/07/09 - 3

R982 - "Telephone End User change" variable set
update set 2013/06/28 - 3
2013/07/09 - 1
2013/07/16 - 3

R983 - "Telephone Other Services change" variable set
update set 2013/06/28 - 4
2013/07/09 - 4

R984 - Add Telephone Services Request SCTASK workflow
update set 2013/06/28 - 6

R985 - Catalog item for test harness on R981, R982, R983 (this should not get advanced beyond TEST)
update set 2013/06/28 - 5

R986 - "Telephone Set Details change" variable set
update set 2013/07/01 - 1
2013/07/18 - 4

R987 - "Telephone Set Change Single Line change" variable set
update set 2013/07/01 - 2

R988 - "Telephone Set Change Multi Line change" variable set
update set 2013/07/01 - 3
manual change; after importing this set, compare the variable set "Telephone Set Change Multi Line change" with DEV. May need to turn on Updated and Order fields on variable set variables to see the problems. Delete the excess variables. When I imported to TEST from DEV, I ended up with about double the number of variables, duplicate and obsolete UI policies, duplicate and obsolete client scripts. You will be able to tell which ones should be deleted if you compare them manually.

R989 - "Telephone Set Change ACD change" variable set
update set 2013/07/01 - 6

R990 - "Telephone Set Change Other change" variable set
update set 2013/07/02 - 1

R992 - Mobile Device Plan Delegated Maintenance
update set 2013/07/03 - 1
manual change; delete deceptively named data loader for loading local spreadsheet. May need to manually create a new import table with a similar name, and manually update the translation to use the new table you create.

D546 - Pager catalog items: Remove short description and search box
update set 2013/07/17 - 4

D542 - Pager Add RITM workflow should set Stage to Complete when fulfillment completed
update set 2013/07/18 - 3

R994 - Mobile Device: Delete
update set 2013/07/19 - 2

D593 - Telephone Services Change. Missing requested_for field.
update set 2013/08/02 - 1

D594 - Telephone Services Change. Fix PTAEO assignment group.
update set 2013/08/02 - 2

D600 - Telephone Services Change. Change Telephone Set Type. ACD. Defaults broken.
update set 2013/08/06 - 1. This one is a mess to fix up. Needed to manually delete extra script from TEST. I tried fixing up with an update set, and that fixed some things, but made other things worse. Must manually eye-ball this one. If the variable that asks for Are there existing numbers that you want added to this set? is a yes/no pull-down, that's wrong. If it's a multiple choice (radio button) with four choices, that's wrong. Also need to walk through the UI policies. Make sure that there are a correct number of steps in the script for the Catalog Item UI policy -> Details Change - ACD. Hopefully the update sets will apply smoothly to PRE-PROD and PROD, but have to watch out for this one.

D606 - Pager Add SCTASK workflow issues.
update set 2013/08/07 - 2
2013/08/13 - 1

R993 - Mobile Device Change
update set 2013/07/19 - 3

LVU transaction type:
2013/04/09 - 4

Financial approval workflow
2013/04/02 - 1
2013/04/18 - 2
2013/04/18 - 3
2013/04/25 - 4
2013/05/03 - 1
2013/05/16 - 1
2013/05/22 - 2
2013/05/24 - 1
2013/05/28 - 1
2013/07/12 - 1

Ethernet
2013/05/07 - 1

Telephone Services Delete Existing:
update set 2013/06/04 - 2
update set 2013/06/18 - 3
update set 2013/07/17 - 1
2013/07/19 - 7

Telephone Services Add:
update set 2013/05/28 - 3 (variable set)
update set 2013/06/10 - 2 (variable set)
update set 2013/06/11 - 1 (variable set)
update set 2013/06/12 - 2 (variable set)
update set 2013/06/18 - 4 (test harness; do not advance beyond TEST)
update set 2013/06/10 - 1 (actual catalog item)
update set 2013/06/28 - 6 (workflow)
2013/07/08 - 1 (variable set, D533)
2013/07/10 - 3 (variable set, D529)
2013/07/10 - 4 (variable set, D530)
2013/07/17 - 5 (varible set, R935)
2013/07/17 - 2 (actual catalog item)
2013/07/17 - 10 (fixup in TEST)
2013/07/19 - 4 (catalog item, workflow, variable sets fixup)

Telephone Services Change:
2013/06/12 - 1 (variable set)
2013/06/28 - 1 (variable set)
2013/06/28 - 3 (variable set)
2013/06/28 - 4 (variable set)
update set 2013/06/28 - 5 (test harness; do not advance beyond TEST)
2013/07/01 - 1 (variable set)
2013/07/01 - 2 (variable set)
2013/07/01 - 3 (variable set)
2013/07/01 - 6 (variable set)
2013/07/02 - 1 (variable set)
2013/07/09 - 1 (variable set)
2013/07/09 - 2 (variable set)
2013/07/09 - 3 (variable set)
2013/07/09 - 4 (variable set)
2013/07/10 - 6 (variable set, D534 fix)
2013/07/16 - 3 (variable set)
2013/07/18 - 4 (variable set)
2013/07/05 - 1 actual catalog item
2013/07/19 - 5 (workflow, variable set fixup)
manual change; after importing this set, compare the variable set "Telephone Set Change Multi Line change" with DEV. May need to turn on Updated and Order fields on variable set variables to see the problems. Delete the excess variables. When I imported to TEST from DEV, I ended up with about double the number of variables, duplicate and obsolete UI policies, duplicate and obsolete client scripts. You will be able to tell which ones should be deleted if you compare them manually.

D593 - Telephone Services Change. Missing requested_for field.
update set 2013/08/02 - 1

D594 - Telephone Services Change. Fix PTAEO assignment group.
update set 2013/08/02 - 2

D542:
update set 2013/07/18 - 3

D546:
update set 2013/07/17 - 4

R992
update set 2013/07/03 - 1
manual change; delete deceptively named data loader for loading local spreadsheet. May need to manually create a new import table with a similar name, and manually update the translation to use the new table you create.

R994 - Mobile Device: Delete
update set 2013/07/19 - 2

R993 - Mobile Device Change
update set 2013/07/19 - 3