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1338 - Store and provide access to historical RightNow ticket data
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| Request Status Summary |
| Request Status |
Completed |
| Status Comment |
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| Request Detail |
| Requestor Name: |
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Mejia, Dexter D. |
| Origination Date: |
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05/02/2022 |
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Recommended Endorser:
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AOC (endorses for other communities) |
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| Original Title: |
Store and provide access to historical issue ticket data |
| Request Type: |
New System
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| Which Systems are affected? |
Other
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| Other affected Systems / Business Processes |
Historical issue ticket data |
| Business Area: |
Other
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| Communities Impacted: |
Public and Other Users
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| Impact if not Resolved: |
Medium |
| Impact Description: |
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If access to historical issue ticket data is not provided, resolution to reoccurring issues will take more time to analyze and complete.
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| What is the Business Problem or Opportunity |
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AOC is in progress to replace the current issue ticketing system (RightNow) with a new system called Freshdesk. We are extracting all of our historical data (issue tickets and knowledgebase articles) from RightNow and anticipate moving only a small subset of the historical issue ticket data into Freshdesk. There is a need to store and access all of the RightNow historical data to reference/review of past responses and/or provided procedures or information as a result from analyzing and resolving an issue.
Moving all of the historical data to Freshdesk is currently not an option due to the level of effort ande cost for conversion and migration.
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| Expected Benefit: |
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Access to historical issue ticket data can potentially reduce the time to analyze and resolve reoccuring issues.
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| Any Additional Information: |
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It has been contemplated that a simple web-based searching tool to search via ticket number, title, submitter, ticket owner, topic, data range, issue topic/category, and flag will be helpful.
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| Endorsement Detail
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| Endorsing Committee |
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AOC (endorses for other communities) |
| Endorser Name: |
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Vonnie Diseth |
| Origination Date: |
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05/18/2022 |
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| Endorsing Action: |
Endorsed |
| Endorser’s Explanation and Comments |
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05/18/2022 Endorsed by AOC CIO on behalf of AOC Endorsement group.
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| AOC Analysis Detail
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| Analysis Date: |
04/20/2023
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| Request Rationale |
| Aligns with JIS Business Priorities, IT Strategies & Plans: |
Yes |
| Aligns with applicable policies and with ISD Standards: |
Yes |
| Breadth of Solution Benefit: |
Narrow |
| Cost Estimates |
| Cost to Implement? |
$5,000 |
| Feasibility Study needed? |
No |
| Court Level User Group |
| Non-JIS |
| Approving Authority |
CIO |
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| Request Summary: |
This is a request for a system to support storing and providing access to historical RightNow tickets for AOC staff and court customers.
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| Business Impacts: |
This change will impact the AOC staff and court staff that would like to view the historical RightNow tickets data. Anyone with a valid RACF ID and access to the Inside Courts website will be able to access the new application to search and view the historical tickets. This change will mostly eliminate the manual assistance from the AOC staff in retrieving and providing the historical RightNow data.
This project will be considered successful if the following objectives are achieved:
- Historical RightNow tickets data is stored at AOC.
- The new application allows the valid RACF ID users to be able to search and view historical ticket data.
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| Summary of Proposed Solution |
Build a new application to support searching for and viewing of the historical RightNow tickets data.
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| Proposed Solution |
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Proposed Solution:
AOC proposes to build a new system that would include:
- Storing historical RightNow tickets data provided by Oracle.
- The new application can be accessed using the RACF IDs that are currently assigned to users.
- Users (Anyone with a valid RACF ID with access to the inside courts website) will be able to search for historical RightNow tickets using various search parameters.
- AOC staff will be able to view all data in tickets including the private notes and attachments.
- Non-AOC users will be able to view all data in tickets except the private notes and attachments. A Freshdesk ticket will be required to request the attachments information.
- The new application will provide the view-only access to all users. No users will have an ability to add, modify, or delete any of the tickets data.
- Users will be able to print the tickets data in PDF/Word format.
- User activity in the new application will be logged into a database which can be retrieved to see the application usage statistics.
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| Additional Systems Affected |
Other
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| Communities Impacted |
AOC
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| Confirmation of Endorsing Action Detail
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| Endorsing Committee |
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AOC (endorses for other communities) |
| Endorser Name: |
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Ammons, Kevin on behalf of the AOC ITG Group |
| Origination Date: |
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04/20/2023 |
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| Endorsing Action: |
Endorsed |
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| Court Level User Group Decision Detail
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| CLUG |
Non-JIS |
| Chair of Group |
Vonnie Diseth |
| Date of Decision |
04/20/2023 |
| Decision |
| Decision to Recommend for Approval |
Unamimously recommended to the approving authority |
| Priority Processing Status |
Prioritized |
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| Scoring Detail |
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In making their decision, detailed score values were not provided by Non-JIS.
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| Pros & Cons (if vote is not unanimous) |
N/A
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| Implementation Detail
– Superseded
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| Analysis Date: |
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Implementation Stage
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Authorized
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Prioritization Option:
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Prioritized
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Comments:
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Authorized by Vonnie Diseth on 4/19/2023.
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| Implementation Detail
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| Analysis Date: |
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Implementation Stage
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In Progress
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Prioritization Option:
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Prioritized
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Comments:
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This ITG is Non-JIS Priority #17.
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