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| (No Section Found) |
Jenks, Amy M |
9 |
5/27/2025 23:42 |
Required: Please go through this entire document
and apply consistencies. If steps are listed, they are numeric bullets. If
the bulleted items aren’t steps, but describing fields/sections/tabs on a
screen, they are lettered. In addition, the related Exhibits would have the
same numbers or letters to align the two together. And be sure that if a
screen will show something based on an action, when going through each of the
steps, there should be separate Exhibits. This document appears to be a
collective read of various user manuals all put into this one document. There
are extensive comments on the related user manuals that should be applied to
this document. |
Christopher Graham |
5/30/2025 17:17 |
1 |
Updated: reviewed for formatting
and to ensure uniformity. Necessary corrections were made to spelling,
grammar, punctuation, and numbering |
|
| Section Section 1 INTRODUCTION |
Olson, Mark |
9 |
5/22/2025 21:25 |
Required: add “self-help” reference in addition
to customer service. |
Caleb Mims |
5/30/2025 13:07 |
1 |
Updated - added “self-help” to
description. |
|
| Section Section 2 FX TECHNICAL HELP:
DEPROVISIONING A USER |
Dyer, Alicia |
11 |
5/23/2025 13:00 |
Content Owners must be specific as this guides
review cycle. This is IS/IP Agency
Project Implementation Lead (PIL) |
Michelle Newbold |
6/10/2025 14:18 |
1 |
6/10 Pending convo AL/BL. |
|
| Section Section 2 FX TECHNICAL HELP:
DEPROVISIONING A USER |
Lopez, Bridget |
11 |
5/23/2025 18:06 |
Required: Add Metadata list for all Info Hub
articles in all appendices |
Caleb Mims |
5/30/2025 13:27 |
1 |
Updated: Metadata added to all
articles. |
|
Version: 002
Date: May 8, 2025
Artifact Title: FX-UOC-FX-Service-Desk-Phone-List-002
Applicable Audiences: UOC Service Desk Specialist, All FX Internal Users
Modules Impacted: Service Desk
Keywords: phone, contact, service, desk, support
Original Publish Date: TBD
Current Version: 002
Last Date Updated: June 11, 2025
Last Review Date: June 11, 2025
Next Scheduled Review Date: TBD
Learning System: Info Hub
Public: No
Business Owner: UOC
Vendor Owner: UOC
Vendor Creator: UOC
Categories: Service Desk Processes |
Jenks, Amy M |
25 |
5/27/2025 23:44 |
Deliverable Reviewers self-classify their comments
(Add type, listed below, as first word in comment, in both comment tracker
and Word documents):
Critical: The resolution of these comments, including clarifications, is
essential and must be completed to approve deliverable. Discussion with the
vendor is likely required to resolve. Required:
(Documentation/corrections/formats) The resolution of these comments,
including clarifications, is important and necessary to approve the
deliverable. Conditional approval to move forward - project tasks dependent
upon the approval on this artifact can commence. This artifact will be
eligible for payment upon final approval. Suggestion: The resolution of these
comments is not necessary for the approval of the deliverable.
Clarification: The resolution of this comment is dependent on discussion
between Deliverable Reviewer and vendor. Vendor to reach out to the
Deliverable Reviewer to discuss further PRIOR to remediation and
resubmission. Vendor to update comment(s) with discussion notes. |
Caleb Mims |
6/9/2025 16:10 |
1 |
N/A |
|
Version: 002
Date: May 8, 2025
Artifact Title: FX-UOC-FX-Service-Desk-Phone-List-002
Applicable Audiences: UOC Service Desk Specialist, All FX Internal Users
Modules Impacted: Service Desk
Keywords: phone, contact, service, desk, support
Original Publish Date: TBD
Current Version: 002
Last Date Updated: June 11, 2025
Last Review Date: June 11, 2025
Next Scheduled Review Date: TBD
Learning System: Info Hub
Public: No
Business Owner: UOC
Vendor Owner: UOC
Vendor Creator: UOC
Categories: Service Desk Processes |
Klinger, Stephanie |
39 |
5/22/2025 14:05 |
Clarification: What is this telling the reader?
This appears to pop up throughout the document and not able to connect
intent. Please advise and/or update throughout this document for each
instance. If the intent is to show who the owner is, recommend adding some
language in this document and other appendices like it to explain why this is
here, as it’s not clear. |
Caleb Mims |
5/30/2025 13:32 |
0 |
Updated: Metadata added to all
articles. |
|
| Section Section 6 FX TECHNICAL HELP:
REQUESTING ACCESS OR ROLES IN THE FX ENTERPRISE PORTAL- UOC SERVICE DESK
SPECIALISTS AND AHCA EMPLOYEES |
Klinger, Stephanie |
56 |
5/22/2025 14:06 |
Clarification: What is this telling the reader?
This appears to pop up throughout the document and not able to connect
intent. Please advise and/or update throughout this document for each
instance. This is similar to previous comment with same recommendation. |
Caleb Mims |
5/30/2025 13:33 |
0 |
Updated: Metadata added to all
articles. |
|
| Section Section 7 FX TECHNICAL HELP:
REQUESTING ACCESS OR ROLES IN THE FX ENTERPRISE PORTAL-UOC SERVICE DESK
SPECIALISTS AND CONTRACTORS AND VENDORS |
Olson, Mark |
63 |
5/22/2025 21:39 |
Clarification: is this the correct order of operations?
What can the supervisor do that doesn’t end up resulting in a ticket to
service desk? If updates are made here, please update all articles with these
steps |
Caleb Mims |
5/30/2025 13:42 |
1 |
This is the correct order of
operations, depending on the manager they may be able to request certain
specific roles that are not available for all users. |
|
| Section Section 8 FX TECHNICAL HELP:
REQUESTING ACCESS OR ROLES IN THE FX ENTERPRISE PORTAL -UOC SERVICE DESK
SPECIALISTS AND OTHER STATE AGENCY EMPLOYEES |
Olson, Mark |
70 |
5/22/2025 21:41 |
Required: it’s late so maybe I missed it, is
there an email to their supervisor that must be approved first? If article is
updated, please update all articles that reference these steps |
Caleb Mims |
5/30/2025 13:51 |
1 |
Spoke with Dan McDaniel, supervisor
will receive notification of all new roles assigned. |
|
| Section Section 9 FX TECHNICAL HELP:
REQUESTING ACCESS FOR MULTIPLE ROLES IN THE FX ENTERPRISE PORTAL- UOC SERVICE
DESK SPECIALISTS AND AHCA EMPLOYEES |
Olson, Mark |
74 |
5/22/2025 21:44 |
Required: why does this start with step “15”? |
Caleb Mims |
5/30/2025 13:52 |
1 |
Updated, numbering corrected. |
|
| Section Section 9 FX TECHNICAL HELP:
REQUESTING ACCESS FOR MULTIPLE ROLES IN THE FX ENTERPRISE PORTAL- UOC SERVICE
DESK SPECIALISTS AND AHCA EMPLOYEES |
Olson, Mark |
79 |
5/22/2025 21:44 |
Required: fix step numbers |
Caleb Mims |
5/30/2025 13:53 |
1 |
Updated numbering corrected. |
|
| Section Section 10 FX TECHNICAL HELP:
REQUESTING ACCESS FOR MULTIPLE ROLES IN THE FX ENTERPRISE PORTAL - UOC
SERVICE DESK SPECIALISTS, CONTRACTORS AND FX VENDORS |
Olson, Mark |
82 |
5/22/2025 21:45 |
Required: fix step numbers |
Caleb Mims |
5/30/2025 13:54 |
1 |
Updated numbering corrected. |
|
| Section Section 10 FX TECHNICAL HELP:
REQUESTING ACCESS FOR MULTIPLE ROLES IN THE FX ENTERPRISE PORTAL - UOC
SERVICE DESK SPECIALISTS, CONTRACTORS AND FX VENDORS |
Olson, Mark |
87 |
5/22/2025 21:48 |
Required: this ticket type doesn’t make sense.
Are we just picking the most-closely-related existing ticket type? Please
review and make necessary updates to all ticket types |
Caleb Mims |
5/30/2025 13:58 |
1 |
This ticket type was chosen based
on conversations with our BA team. This may be the most closely related to
interactions within the FX Environments. |
|
| Section Section 12 FX TECHNICAL HELP:
VERIFYING REQUIRED CONTACT INFORMATION FOR FX ENTERPRISE SERVICE DESK CALLERS |
Olson, Mark |
97 |
5/27/2025 18:05 |
Required: is there an article to help specialist
figure out if caller has a contact record? |
Caleb Mims |
5/30/2025 14:01 |
1 |
Confirmed with Service Desk Team.
If there is a contact record in ForgeRock, it will automatically pull up
contact record. If they are not in the system that is when they would use
this article. |
|
Olson, Mark |
103 |
5/22/2025 21:52 |
Required: title is about checking RBAC provisioned
roles but steps are for verification and update contact record??? |
Caleb Mims |
5/30/2025 14:54 |
1 |
Title updated to “Updating Contact
Information for FX Enterprise Service Desk Callers” |
|
| Section Section 14 FX TECHNICAL HELP: HOW
TO SELF-ENROLL IN ADDITIONAL TRAINING ON LEARN HUB |
Olson, Mark |
114 |
5/22/2025 21:54 |
Clarification: requesting new role and updating
user roles are the same article? |
Caleb Mims |
5/30/2025 15:02 |
0 |
The process is the same whether you
are requesting a new role or adding additional roles. |
|
| Section Section 15 FX TECHNICAL HELP:
UPDATING USER ROLES AND PROVISIONING |
Olson, Mark |
121 |
5/22/2025 21:55 |
Required: ticket type is blank |
Christopher Graham |
5/30/2025 15:08 |
1 |
Updated to reflect ticket type |
|
| Section Section 15 FX TECHNICAL HELP:
UPDATING USER ROLES AND PROVISIONING |
Olson, Mark |
122 |
5/22/2025 21:57 |
Suggestion: tell James Gerhard this is what I
was talking about with a new user tool kit. Package up useful content for new
users so they don’t have to search. |
Caleb Mims |
5/30/2025 15:10 |
1 |
Thank you, we will relay this
information to James. |
|
| Section Section 16 WELCOME TO THE FX
ENTERPRISE PORTAL – GETTING STARTED FOR NEW USERS |
Klinger, Stephanie |
127 |
5/22/2025 14:06 |
Required: Per Agency direction this is Info
Hub and not one word as documented here. Please correct. |
Michelle Newbold |
6/6/2025 10:38 |
0 |
6/6 Discussed with IV&V. |
|
| Section Section 18 WELCOME TO FX – LEARN
HUB FOR ALL NEW USERS |
Lopez, Bridget |
133 |
5/23/2025 18:10 |
Required: remove “in”, not necessary |
Caleb Mims |
5/30/2025 13:16 |
1 |
Updated “In” removed |
|
| Section Section 18 WELCOME TO FX – LEARN
HUB FOR ALL NEW USERS |
Lopez, Bridget |
135 |
5/23/2025 18:13 |
Clarification: what is the purpose of the
blue circle and box. Looks out of place. |
Caleb Mims |
5/30/2025 15:26 |
1 |
Updated, Formatting Corrected. |
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| Count |
21 |
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| Remediated |
17 |
80.95% |
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| Not Remediated |
4 |
19.05% |
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