IT-Help Reporting and Statistics (OI + BSS)

Project Description

The project was initiated to assist in providing reporting facilities for the OTRS / IT-Help operational system. The reporting functionality that exists in the current NWU implementation is very limited and alternatives needed to be investigated.

The decision was made to align with the institutional reporting strategy which involves the use of Jasper Reporting.

The project is a joint effort between ITC-BSS and ITC-Operations.

Documents

Project Progress

55%

Project Timing

  • Start
    Sep 15 2014
  • End
    Aug 31 2016

09/15/2014 08/31/2016

100%

Overall Project Completion

  • 25%
  • 75%

55%

  • 50%

1. Groundwork and Determine Business Need Complete 100% Tasks 3 / 3

100%
Description

3 of 3 completedTasks

  • Requirements Elicitation
  • Analysis of Requirements
  • Scope Definition

2. Analysis & Requirements Elicitation Complete 100% Tasks 0 / 0

100%
Description

3. Data Modelling in ODS (Design and Implementation) Complete 20% Tasks 0 / 1

20%
Description

0 of 1 completedTasks

  • Data Modelling in ODS (Design and Implementation)

4. ETL Development Complete 25% Tasks 0 / 1

25%
Description

The task involves all the efforts required to get the ETL in place for extracting data from the source systems, processing and transforming that data to fit in the ODS model and then loading it into said model.

NOTE: Ticket#1095805 was created to address the infrastructure requirements for this process. The current ETL process catered for Oracle and now has to be adjusted to also cater for MySQL. Part of this change requires a shared disk space between source system servers and the various ODS service of each environment for Jasper Reporting

0 of 1 completedTasks

  • ETL Development

5. Development of Formal Reports Complete 0% Tasks 0 / 1

0%
Description

0 of 1 completedTasks

  • Development of Formal Reports

6. Implementation, UAT and Data Validation Complete 0% Tasks 0 / 0

0%
Description

7. Go Live Complete 0% Tasks 0 / 0

0%
Description

Project Discussion 12 Responses to IT-Help Reporting and Statistics (OI + BSS)

  1. After demonstration of Jasper Functional session:

    > A clear mismatch in expectations between business requirements (on technical deliverables) and what can be done at this stage with limited resources and existing skillset
    > Seems business currently have a need for analytics and graphical / dashboard reporting – something that is certainly possible in the Jasper suite but has not to date been attempted
    > The current investigation / POC into alternative ticketing systems puts any reporting work in the current environment in jeopardy
    > The data produced by existing process also doesn’t empower the specific reporting needs currently identified by business and will need to be investigated

    We will await feedback from business in this regard but for the time being this project is still indefinitely on hold

    September 22, 2016 at 11:24 am
    JEAN RAATH
  2. In a meeting held on 8 July 2016, Wilhelm requested a demo of a few Reports in Jasper that will show the functionality of the Jasper system. I forwarded the request to Jean and he investigated it. On the 4th of August he will demonstrate a few Jasper reports (KFS, eFundi, etc) and they will also have one IT-Help report ready.

    July 29, 2016 at 1:43 pm
    WILNA OOSTHUIZEN
  3. @Yvette can you please mark this project as being put on hold. After discussions about the upgrades on OTRS, the project to address bussines processes and other related topics management made a decision to put the current project on hold until further notice.

    The process owner should be able to provide more details on this matter.

    July 3, 2016 at 7:43 pm
    JEAN RAATH
  4. Jean rapporteer soos volg:
    Die volgende kortlikse terugvoer op die model design:
    > die “staging area” vir die data is geskep
    > die “dimensions” is reeds geskep en die ETL daarvoor ook (alhoewel ons nog nie die data onttrek het nie)
    > die “baseline fact table design” is gedoen – daar is egter vrae daaroor wat op my lysie was om met jou te kom klankbord. Sodra ons duidelikheid daaroor het kan ons die ETL vir die “fact” ook skep.
    > ons het bietjie “concerns” oor die grootte van die “fact” en data – ons het nou in iets soortgelyk ingehardloop op eFundi en wil dus vroegtydig verhoed dat dit op OTRS ook ‘n probleem is – omdat ons met die verskeie ander besigheidseenhede verbind is die data stelle massief en ons ETL “tool” sukkel so bietjie om dit te hanteer. Ons probeer dus sommer vroegtydig dink of dit nodig is om die “facts” te verdeel
    > as daar nie noodsaaklike KFS verslae inkom nie & ons nie data issues kry op die ETL nie behoort Vusi volgende week met die eerste verslag te begin en ja sal ons steeds soos bespreek die eerste verslag teen einde Junie beskikbaar he vir UAT

    Vra asb as daar nog iets is, ek draai later by jou vir die vrae wat ons het!

    June 2, 2016 at 12:25 pm
    WILNA OOSTHUIZEN
  5. Status quo

    May 13, 2016 at 10:35 am
    WILNA OOSTHUIZEN
  6. Meeting was moved to 22nd April. Lappies, Mari, Jean and Wilna discussed the progress of the project. Mari confirmed Roald’s current contribution of only 4 hours a week. If all goes well the design should be finished at the end of May and the first report should be ready for testing at the end of June.

    April 24, 2016 at 3:57 pm
    WILNA OOSTHUIZEN
  7. Lappies asked for an ETA on the first reports so we can set the project dates. I’ve scheduled a meeting for Monday 18th April.

    April 15, 2016 at 4:28 pm
    WILNA OOSTHUIZEN
  8. Op 5 April het Jean soos volg aan my gerapporteer:
    [2016/04/05 13:04:24] Jéan Raath: Kortliks – alles is soos per epos op 15 Maart. Roald het tans 4 ure per week beskikbaar vir modeling op OTRS projek – die res van sy tyd is op verskeie projekte en take verdeel. Hierdie is die reeling as of laaste week in Maart.
    * Ons het reeds deur die requirements gewerk
    * Roald het met die baseline design begin
    * Ek het updates op die projek register gemaak soos bespreek
    * Ek het ook reeds die Jira workflows en ander goedjies opgestel
    * Ek en Vusi het reeds oor die baseline requirements gesels en sal ‘n additionele sessie he sodra daar data is om vanaf te werk
    [2016/04/05 13:04:28] Jéan Raath: Hoop dit help

    April 15, 2016 at 4:24 pm
    WILNA OOSTHUIZEN
  9. Het Susan per email geantwoord:
    >>> Wilna Oosthuizen 2016/04/05 10:28 >>>
    Susan, Jammer dat ek nou eers hierby uitkom maar ek was met verlof en daarna op Bystand en met al die ekstra werk het dit by my uitgewaai.
    1. Aangeheg is die email wat ek teruggekry het van Aldine
    2. Aangeheg is die verslae behoeftes wat ek kon identifiseer.
    Later het ek vasgestel dat sommige nie moontlik is nie.
    3. Nadat Jean die verslae ondersoek het, het ons besluit om te begin met die volgende 2 OTRS reports wat n baie groot gedeelte van die verslae in die WORD dokument sal dek, min of meer tot by nr19
    OTRSBI001 – Ticket Overwiew en
    OTRSBI002 – Ticket Instance Count
    Ek hoop dit antwoord jou vraag.

    April 15, 2016 at 4:00 pm
    WILNA OOSTHUIZEN
  10. Can someone please send me a list of the reports that are being developed ?

    April 5, 2016 at 8:35 am
    SUSAN WOLFF
  11. Business has provided feedback on the proposed report list and requirements have been finalized. Development efforts will commence on 28 March due to limited availability of certain resources. This pertains mostly to ODS and data modeling. Report development for Phase 1 will commence once the model is in place.

    March 15, 2016 at 3:22 pm
    JEAN RAATH
  12. Awaiting business / product owner feedback on proposed reporting list in order to start with modelling efforts. Further analysis required on certain business process / implementation feedback provided. Suggestion based on current feedback loop and resource availability would be a two phased approach to the project:
    Phase 1 covering the existing report list (pending feedback, finalizing and prioritizing by product owner)
    Phase 2 covering additional reports for which detailed requirements, business value and business processes are still unclear

    February 12, 2016 at 1:22 pm
    JEAN RAATH

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