<Insert Picture Here> Tom Wright Customer Support Manager

Transcription

1 1

2 <Insert Picture Here> Tom Wright Customer Support Manager

3 This document is for informational purposes. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described in this document remains at the sole discretion of Oracle. This document in any form, software or printed matter, contains proprietary information that is the exclusive property of Oracle. This document and information contained herein may not be disclosed, copied, reproduced or distributed to anyone outside Oracle without prior written consent of Oracle. This document is not part of your license agreement nor can it be incorporated into any contractual agreement with Oracle or its subsidiaries or affiliates.

4 Agenda Setup Manager Change Assistant PSFT (Enterprise) Performance Monitor Change Impact Analyzer 4

5 <Insert Picture Here> Setup Manager

6 Setup Manager Definition Setup Manager is a tool that helps you implement PeopleSoft applications by using a project and predefined tasks to produce a setup task list that is specific to your implementation project. 6

7 Setup Manager Basic Characteristics Adds a new product to an existing set of products Automates table loading sequences Centralizes information in one database Allows to choose implementation method Generates a to do list of tasks needed in getting the system ready to use Helps track progress of the to do list activities Save time, minimize risks, better planning 7

8 Setup Manager Prerequisites Installation must be complete Process scheduler up and running Security Roles added to userids PeopleBooks installed 8

9 Security Roles Available PTLT_Project_Manager PTLT_Implementer All authorities Operators who have this Role (and not the PTLT_PROJECT_MGR Role) are not allowed to Generate or Delete Task Lists, or perform any other potentially destructive operations. 9

10 Setup Manager Finding Setup Mgr - PeopleTools > Setup Manager 10

11 Setup Manager In three steps Implementation project management An implementation project is a list of the features that you have selected to implement. Setup Task list Generation The Setup Manager feature enables you to generate the step-by-step list of tasks that are necessary to successfully set up your PeopleSoft system. Performing Setup Tasks The Setup Tasks List identifies the setup tasks that are required to complete your implementation based on the feature selections that you made in your implementation projects. Setup tasks appear in sequence in which they must be completed. The system indicates how each setup task relates to a specific PeopleSoft setup component. 11

12 Setup Manager > Manage Implementation Projects > > by products 12

13 Select your products scroll down to View Summary 13

14 Select Save 14

15 Project tabs: Product Summary 15

16 Project tabs: Business Process Summary 16

17 Importing projects Select project import 17

18 upload project 18

19 give the project a name and description and OK 19

20 Setup Manager In three steps Implementation project management An implementation project is a list of the features that you have selected to implement. Setup Task list Generation The Setup Manager feature enables you to generate the step-by-step list of tasks that are necessary to successfully set up your PeopleSoft system. Performing Setup Tasks The Setup Tasks List identifies the setup tasks that are required to complete your implementation based on the feature selections that you made in your implementation projects. Setup tasks appear in sequence in which they must be completed. The system indicates how each setup task relates to a specific PeopleSoft setup component. 20

21 Generate Setup Tasks Select pushbutton Generate Setup Tasks Submits a job in the process scheduler 21

22 Generate Setup Tasks 22

23 Setup Manager In three steps Implementation project management An implementation project is a list of the features that you have selected to implement. Setup Task list Generation The Setup Manager feature enables you to generate the step-by-step list of tasks that are necessary to successfully set up your PeopleSoft system. Performing Setup Tasks The Setup Tasks List identifies the setup tasks that are required to complete your implementation based on the feature selections that you made in your implementation projects. Setup tasks appear in sequence in which they must be completed. The system indicates how each setup task relates to a specific PeopleSoft setup component. 23

24 Output of the PTLT_SETUP application engine job : Summary tab 24

25 Output of the PTLT_SETUP application engine job : Summary tab Viewing Associated Products 25

26 Manage Setup Tasks - Tracking tab 26

27 Manage Setup Tasks - Task Details tab 27

28 Generating Excel to CI templates PeopleTools > Setup Manager > Manage Implementation projects > View & Generate Excel to CI templates 28

29 Generating Data Mover Scripts PeopleTools > Setup Manager > Manage Implementation projects > View & Generate Data Mover Scripts 29

30 Generating Data Mover Scripts PeopleTools > Setup Manager > Manage Implementation projects > View & Generate Data Mover Scripts 30

31 Testing the Implementation To verify that application functions as designed Examples of Tasks associated with testing the implementation: Testing individual online transactions and batch processes Verifying access to existing data and new data entry Performing business process steps end-to-end 31

32 Known Problems Pushbuttons grayed out. Security not in place PeopleTools > Setup Manager > Manage Implementation Projects 32

33 Where Do I Learn More? PeopleBooks 8.46 Setup Manager 33

34 <Insert Picture Here> Change Assistant PSFT (Enterprise)

35 What is the Change Assistant Tool? Change Assistant is the PeopleSoft tool that centralizes and economizes the process of searching, identifying, downloading, and deploying software fixes into customer s environment more efficiently. 35

36 Change Assistant Overview Change Assistant(CA) was released with tools version 8.44 to help streamline the application of updates and fixes. At that time, Upgrade Assistant(UA) was still being used for performing all Tools and Application Upgrades UA was integrated into CA in Tools Most upgrade paths will use CA, the exceptions are some older paths In PeopleTools 8.47 Change Assistant has been expanded, and is now starting to replace UA as the upgrade tool. Currently HCM 8.9 and FSCM 8.9 upgrades both utilize the CA tool To utilize the CA it requires Environment Manager to be up and running for certain tasks 36

37 Supportability Tools The Software Update Process Environment Management Framework Change Assistant Update Gateway Change Packager 37

38 Supportability Tools The Environment Management Framework - Gathers various PeopleSoft install, configuration and update information Publishes the information to a central location Executes commands remotely Applies patches for the Change Assistant Comes with PeopleTools beginning with

39 What is the EMF? The Environment Management Framework* consists of the following components: Environment Management agent a Java executable that initiates communication to the hub. Agents reside on every machine in the PeopleSoft system, i.e., the ap server, the process scheduler, the web server, etc Environment Management hub the broker for all communications by the agents. Environment Management viewer a command-line tool that helps customers view data that is retrieved from the hub as static data in HTML. * Minimum PeopleTools

40 Components of the EMF Peer Query Send Msgs Display Stats Peer Peer JMX/Servlet Hub Registration Handle Msgs Query State/Persist Agent crawler Commands Agent Agent 40

41 Supportability Tools Change Assistant Automates the application of software updates to your PeopleSoft Environments Updates the maintenance history of your system Manages Pre-requisites and update sequencing Estimated to save 70% of time compared to manually applying maintenance 41

42 Supportability Tools Change Assistant (cont.) Change Assistant doesn t look for Maintenance Packs (MP) that usually are downloaded via FTP or media (requested by customer) due to their size, however once downloaded Change Assistant recognizes MPs and can be used to apply them Change Assistant uses the EMF to carry out commands remotely on different machines across the network during the application of updates allowing multi-environment updates. It runs only in Windows Platform but the associated agents and hub will run in either Windows or Unix/Linux environments 42

43 Supportability Tools Update Gateway Search Engine that provides maintenance information based on Licensed products Maintenance History (fixes previously applied) Installed languages (i.e., If only English is installed, UG retrieves English-Only fixes. If languages other than English are installed, UG retrieves multilingual fixes plus no-translation-required English fixes) Filters already applied maintenance Understands and adds requisites 43

44 Supportability Tools Change Packager Available to customers to manage and deploy customizations Automates packaging of maintenance 44

45 The Software Updates Process 5 Step Process Upload Search Download Apply Migrate Custom er Site Oracle 1. Upload Environment 1. R etrieve Environm ent Change Assistant 3. Download Updates Update Gateway 2. Search for Updates (including requisites) Environm ent Management Framework Excel Spreadsheet 4b. Apply With Compare 3. Download Results Customer Connection Repository 4a. Apply W ithout Compare Post Update Demo E nvironm ent 1 st Non-Demo Environm ent 5. Migrate Change Package Internal Incidents & Enhancements Tracking S ystem Attach Change Package Other Non-Demo E nvironm ents Change Packager 45

46 Change Assistant Documentation For more information access customer connection and select Updates + Fixes. In the session Resources (the square in the right side) you will find the Enterprise change assistant link. 46

47 Change Assistant Documentation For additional information including installation information please review the PeopleTools Peoplebook Check Documentation updates for FAQs. 47

48 <Insert Picture Here> Performance Monitor

49 Executive Summary PeopleSoft Enterprise Performance Monitor (PPM) is an out-of-the-box support tool for isolating and troubleshooting performance issues Easy to setup and manage Used by many administrator, developers, and end users Low overhead can be always on in production systems Focus on instrumenting PeopleSoft architecture Comes with PeopleTools at no additional cost 49

50 What is the Performance Monitor? 50

51 What is the Performance Monitor? The Performance Monitor* consists of Monitoring agents that collect PeopleSoft performance metrics and resource usage data in real-time A monitoring system that receives performance data and provides real-time and historical performance diagnostics and analytics Runs on supported web server and app server platforms No change in application code, it s all in PeopleTools!! * Minimum PeopleTools

52 Performance Monitor Benefits Diagnostics and debugging capability. Identification of where the possible problems areas are located. Information as to where the most processing time is being spent within the PeopleSoft applications. The ability for customers to isolate and identify the causes of the performance issues; however it does not provide automatic solutions to performance issues, therefore a tuning specialist may still be needed. 52

53 What performance data is collected? Events Resource metrics such as CPU usage, memory, SQL Statements, etc Performance Measurement Units (PMU) A measurement reflecting the duration and key metrics of instrumented code within the PeopleTools runtime Instrument means the practice and process of including performance metric and information gathering mechanisms into code and processes Performance Monitor instruments the web server and app server tiers. No code in the browser or database 53

54 Inside Performance Monitor Flexibility you can monitor different versions of PeopleTools!! PT8.44 Monitored System : Monitor Agent PT8.48 PT8.47 Monitoring System Monitored System 3rd Party System Administrator Web Web Server Server HTTP/ HTTPS SOAP Web Monitor Server Web PPMI Server Monitor PPMI Server Server Web Web Server Server SOAP App App App Server Server Server HTTP/ HTTPS App App App Server Server Data Server Collator App App Server Server App Server HCM Performance Monitor CRM 54

55 For More Information Customer Connection Data Sheet Flash Demo sp Red Paper on Customer Connection Navigate to the following path: Implement, Optimize, and Upgrade» Implementation Guide» Implementation Documentation and Software» Red Paper Library» PeopleSoft Performance Monitor Direct Link: onitor.jsp 55

56 For More Information (cont.) PPM DB Sizing /c/rc_self_service.rc_solnsrch_sw_ss.gbl? CPID=RC Solution ID DB Schema/ERD and performance troubleshooting flow chart (slides 41 & 42) C4AC88256DF B6?OpenDocument Performance Monitor section within PeopleTools PeopleBooks 56

57 <Insert Picture Here> Change Impact Analyzer

58 Change Impact Analyzer (PSCIA) Characteristics: PSChange Impact Analyzer (PScia) is a powerful new tool that shows the far reaching effects that even one small change to a PeopleSoft object can have. PScia is designed to help developers and designers assess these effects before they make their changes, thereby providing everyone downstream -- QA, Documentation, and most of all our Customers-- with a better product experience. How can this help you? Designers: Discover design issues early in the development cycle and accurately estimate development time. Developers: Use to quickly execute unit tests and create technical documentation. Support/QA: Run an analysis once for an entire project, against one or multiple databases. 58

59 Change Impact Analyzer (PSCIA) What: Create a Change Impact Analyzer for identifying impact and help focus which business process needs testing Display navigation paths affected by a patch Generic tools (Java app) support multiple versions of PeopleTools as far back as PT8.20 (8.1x) and 8.4x Why: Provide a better guidance on where and what to test Improve customer maintenance experience in handling patches 59

60 Change Impact Analyzer Architecture Customer Connection Update Gateway Change Assistant PT Change Package Change Impact Analyzer HR 8.3 PT 8.2x FCM 8.8 PT 8.46 App & Tools CDs or Oracle edelivery Rules 8.2x, 8.4x, Java App Rule Engine CRM 9 PT

61 Useful Features PSChange Impact Analyzer is packed with useful features, including: A way to find impacts for more than one object at a time (e.g. Records, Fields, Pages, Components) The ability to find impacts for an entire Project The flexibility to run impact analysis against multiple databases at one time An option to Include one or more "Find In..." PeopleCode searches in one analysis An easy way to run Audits The capacity to find impacts for external files, such as: SQR, SQC, DMS and COBOL stored statements 61

62 Analysis Type By Definitions By Projects By Change Package 62

63 Using CIA by Definition Pick from a list of 26 PeopleTools objects 63

64 Using CIA by Project Pick an App Designer project & select objects to be analyzed 64

65 Using CIA by Change Package Search and select a change package 65

66 PSCIA: Impact Analysis in Tree View Display navigation affected by a patch Identify who references changed objects Link to App Designer for further analysis 66

67 Navigate to Impact URLs List of URLs impact by a page Clicks on URL to navigate to the Component 67

68 Generate Excel Impact Check List 68

69 <Insert Picture Here> Joey Hanlon Customer Support Manager

70 Global Support Center <Insert Picture Here> & Customer Connection

71 Agenda Global Support Center Overview Case/SR Management Support Escalation Process Customer Connection Logging into Customer Connection Personalize Your Homepage Find What You Need Search Tools in Customer Connection Online Support Self-Service Tools Creating and Managing SRs/Cases Maintain Customer & Project Information Guide to Problem Resolution Navigation References & Resources 71

72 Global Support Center To provide primary product support and resolution for product and technology-related issues. To provide install and upgrade assistance for supported application and tools products and platforms. To follow Support Development s progress regarding incident resolution and notification to interested customers on incident progress. To provide follow-the-sun support to customers for production-critical incidents. Page 72 72

73 Guide to Problem Resolution Located within Customer Connection Support TroubleShooting Guide to Problem Resolution Information includes: Best Practice Suggestions Tips for Effective Communication How to check the status of an SR/case SR/Case Escalation 73

74 SR/Case Priority Priority 1 (P1-Critical)- an error that renders the software inoperative or causes the software to fail catastrophically Production down or jeopardizing planned production date; no work around GSC will make initial contact within 2 hours Development will address in an individual fix Priority 2 (P2-Urgent)-an error that affects performance of the software and degrades the use of the software May have workaround GSC will make initial contact within 6 hours Development will address in a future bundle Priority 3 (P3-Standard)- an error that affects performance of the software, but does not degrade use of the software Production, testing, or implementation can continue or feasible workaround is identified GSC will make initial contact within one business day Development will address in a future release Page 74 74

75 Logging an SR/Case First, search solutions or posted fixes Log your SR/case through Customer Connection (P1 follow up with a phone call to support: (PeopleSoft), (JDE) Option #1) As a best practice, call GSC following a P1 SR/case being logged in order to make them aware of the SR/case Assign the appropriate priority to the SR/case Provide as much detail as possible when logging a SR/case Complete description of issue, provide Replication steps and confirm to GSC that issue was replicated in the demo enironment Attach Screen shots, logs, trace files and outline solutions tried Page 75 75

76 SR/Case Management Process Customer GSC Development Log case Troubleshoots issuepartnering with customer to replicate Scope Incident Issue identified Close Case Issue not replicated Issue replicated Raise Incident Give Solution Close Case Identify resolution Id Delivers Fix 76

77 Escalation Process Call US: (PeopleSoft) Call US: (JD Edwards) V.P. or Executive Senior Manager or Director Manager / Escalation Manager Support Representative Customer 77

78 GSC - Enhancement Process Follow the SR/case logging process Include description of needed feature/functionality Chain of Events Strategy regularly reviews the enhancement requests as they plan future releases 78

79 Navigating Customer <Insert Picture Here> Connection

80 What is Customer Connection? External password-protected support website for PeopleSoft/JD Edwards products. Self-service, self-help site providing support content and access to a variety of tools. Global access available 24x7. Open to customers with valid username and password. Partner Connection includes many parts of Customer Connection and is open to partners. 80

81 Maximize the Value of Customer Connection Use Customer Connection to: Get help with application/technology issues Keep updated on news and communications Communicate your project dates Review Product Release Roadmap information Network with other customers via Discussion Groups or by joining a User Group in your area Participate in Advisor Webcasts 81

82 How to Access Customer Connection - Then use the link on the top right: PeopleSoft Customers + Partners Log In Support PeopleSoft and J.D. Edwards Support Customer Connection 82

83 How Do Customers Get Help with Customer Connection? Contact the Web Administrator at your company for access to Customer Connection. Contact Customer Care for questions about Customer Connection navigation, or to find out who their Web Administrator is for their company. 83

84 Username and Password 84

85 85

86 Manage Profile/Contact Directory 86

87 Navigation Main navigation on left Select PeopleSoft Home or the Oracle/PeopleSoft Customer Connection icon in the top left corner to return to the main home page. 87

88 Personalize Content 88

89 Available Pagelets All Product Families Updates and Fixes Notification Recent Cases Maintenance Schedules Documentation Updates Product Roadmaps Integration News Enterprise Only Financial Aid and Regulatory Updates Schedules Tax Update Schedule 89

90 Personalize Layout 90

91 Recent Cases Pagelet Choose your view of cases Convenient links to online support 91

92 Managing Cases Create new case Manage existing cases Search for Solutions Navigation :Support >Online Support Or from the Recent Cases pagelet 92

93 Create New Case Navigation :Support >Online Support>Create New Support Cases Or use the Create New Case link from Recent Cases pagelet 93

94 Create New Case Select the product and problem type Add your own reference number Asterisks indicate required fields Attach supporting information Submit and search for solutions is an option 94

95 Manage Existing Cases Please Note: You can view all cases reported by team members at your site location. If you prefer, you can also send attachments that you wish to keep confidential directly to your analyst. Navigation Support >Online Support>Manage Existing Cases 95

96 Search for Solutions Navigation Support >Online Support>Search Solutions Or use the Search Solutions link from Recent Cases pagelet 96

97 Maintain Customer & Project Information Support Online Support Manage Installed Products Update target go-live dates, production dates, platform information Review agreements Manage your electronic communications 97

98 Other Resources <Insert Picture Here> In Customer Connection

99 Roadmaps and Schedules Information about past, current and future releases. Includes retirement dates, support policies, translations, and more. 99

100 Roadmaps and Schedules Support Roadmaps & Schedules Review Product Release Roadmap Review Release Retirement Roadmaps Example 100

101 Roadmaps and Schedules Tax Update Schedules Enterprise For Enterprise HRMS. Information on release schedules for tax updates. Year-End Updates W2 and 1099 software update information for EnterpriseOne and World. Financial Aid Regulatory Release Schedules For Enterprise Student Administration. Information about release schedules for Financial Aid regulatory release updates. Maintenance Schedule PeopleSoft Enterprise only. Find application bundles and PeopleTools fixes. 101

102 Oracle University Links directly to education.oracle.com 102

103 Advisor Webcasts 103

104 Resource Centers for JD Edwards 104

105 Resource Centers for JD Edwards 105

106 Knowledge Garden Support Created to help legacy J.D. Edwards customers find information on Customer Connection. 106

107 Helpful Navigation Paths Customer Connection Support Policy Support -> Lifetime Support Policy Product Roadmap Support -> Roadmaps + Schedules ->2006 Product Roadmap Maintenance Schedule Support -> Roadmaps + Schedules -> 2006 Maintenance Schedule Tax Update Schedule Support -> Roadmaps + Schedules -> Tax Update Schedule Upgrade Info Implement, Optimize+Upgrade Upgrade Guide PeopleSoft Enterprise Upgrade Resources Release Definitions Support -> Roadmaps + Schedules -> Release Definitions Problem Resolution Guide Support -> Troubleshooting -> Problem Resolution Guide 107

108 Additional Resources Training Availability for PeopleSoft Customers on these Support Tools: Working Effectively with Support Customer Connection Change Assistant Performance Monitor Set Up Manager Change Impact Analyzer Please contact the Customer Support Manager team at: for your organization s training requests on the above tools. 108

109 Additional Resources Training Availability for JD Edwards Customers on these Support Tools: Working Effectively with Support Customer Connection Support Assistant Change Assistant Performance Monitor Please contact the Customer Support Manager team at: for your organization s training requests on the above tools. 109

110 110