This chapter provides an overview of issues and discusses how to:
Enter issues.
Review, update, and resolve issues.
Generate issue reports.
Send email notifications.
This section provides and overview of program and project issues and discusses:
Prerequisites
Issue management workflow
During project delivery, a critical factor in determining success is the reporting, escalation, management, and resolution of issues. To ensure a high probability for customer satisfaction and a successful project, issues must be documented, communicated, and prioritized.
You must define issue priorities, statuses, and types before you can create a program or project issue.
See Setting Up General Control Data.
Project managers, resources, and other users become involved entering, assigning, updating, and resolving issues. You can enable workflow to keep all parties notified throughout the life cycle of an issue. You specify issue management workflow options on the Installation Options - Program Management page during implementation. The three types of issue management workflow are:
Create Issue Notification workflow
Assign Issue Notification workflow
Update Issue Notification workflow
Create Issue Notification Workflow
If a user submits an issue, the system creates a worklist item and sends an email notification to the issue owner indicating that an issue has been raised. Typically, the issue owner is responsible for assigning the issue to a resource.
Note. If there is no issue owner, the system cannot trigger workflow and a warning message appears.
Assign Issue Notification Workflow
When you assign an issue to a resource, a message box gives you an option to trigger Assign Issue Notification workflow. If you select Yes, the system creates a worklist item and sends an email notification to the assigned resource. You can trigger Assign Issue Notification workflow every time you change the assigned resource. The system creates worklist entries and sends email notifications to both the previous and newly assigned resources.
Update Issue Notification Workflow
During installation, you can select the fields on an issue that, if changed, trigger a notification workflow to all interested parties. For example, you can activate Update Issue Notification workflow for issue status, but not for issue priority. The interested parties are notified if the status of an issue changes for any reason; however, they are not notified if the issue priority changes.
You can select any of these fields to trigger Update Issue Notification workflow to interested parties:
Issue Summary
Issue Description
Issue Priority
Issue Status
Resolution Description
Actual Resolution Date
Issue Notes
Issue Attachments
See Defining Program Management Installation Options.
This section discusses how to:
Create project issues.
Work with issue notes and attachments.
Work with interested parties.
View issue history.
Page Name |
Definition Name |
Navigation |
Usage |
PC_IM_ISSUE |
Program Management, Project Management, Add/Update Issues, Issue |
Create, review, or edit issue information. |
|
PC_IM_NOTES |
Program Management, Project Management, Add/Update Issues, Notes and Attachments |
View and edit file attachments or comments that are relevant to an issue. |
|
PC_IM_INT_PRTY |
Program Management, Project Management, Add/Update Issues, Interested Parties |
Add or delete the names of people who want to be informed about changes to a particular issue. |
|
PC_IM_HISTORY |
Program Management, Project Management, Add/Update Issues, History |
View the record of updates that are made to a particular issue. |
Access the Issue page (Program Management, Project Management, Add/Update Issues, Issue).
You define values for issue priority, type, and status during implementation.
See Setting Up General Control Data.
Displays the issue owner. The default value is the activity owner, project manager, or program manager. If the issue is for an activity and there is no activity owner, the issue owner is the project manager. If there is no project manager for that project, the issue owner is the program manager. If there is no activity owner, project manager, or program manager, the issue owner is blank. |
|
Activity |
Enter the project activity for which you are entering the issue. Note. This fields does not appear if you are entering an issue for a program. |
Assigned To |
Select an employee ID or enter a name. For project issues, you can assign the issue only to employees who are members of the project team. For program issues, you can assign the issue only to employees who are team members of the projects under the program. |
Email Address |
Displays the email address for the assigned resource. The system obtains the email address from the Resource Detail page for that employee. If there is no email address for the employee on the Resource Detail page, the email address of the user ID that is associated with the employee appears in the field. If there is no email address available, you must enter an email address before you can save the issue. |
Target Resolution Date |
Enter the target date for resolving the issue. |
Actual Resolution Date |
Enter the date that the issue is resolved. |
Additional Fields |
Click to access the Issue Additional Fields page and enter additional information. The fields on the Issue Additional Fields page are user-defined fields for informational purposes only. |
Send Email |
Click to access the Issue Management - Send Email page, where you can compose and send email notifications that pertain to this specific issue. |
Save |
Click to save the issue and add the issue originator and assigned resource to the Interested Parties page. If you assigned a resource to the issue, and Enable Issue Management Workflow option is activated on the Installation Options - Program Management page, a message box appears to verify that you want to trigger workflow to notify the assigned resource. Click Yes to trigger workflow and return to the Issue page. |
Submit |
Click to add the issue owner to the Interested Parties page, and trigger the system to create a worklist item and send an email to the issue owner. The system uses the email address of the owner's user ID from the Operator Definition table (PSOPRDEFN). The Submit button appears when you save the issue if the Enable Issue Management Workflow option is activated on the Installation Options - Program Management page. The button disappears after you submit the issue and trigger workflow. If the issue owner creates the issue, the Submit button does not appear. |
See Also
Setting Up General Control Data
Access the Issue - Notes and Attachments page (Program Management, Project Management, Add/Update Issues, Notes and Attachments).
Description and Notes |
Enter the description and notes for the issue. |
Add Attachment |
Click the button beneath the Attachments grid to add an attachment. Note. You must have the File Attachment option set on the Installation Options - Project Costing page for attachments to work. See PeopleSoft Enterprise Asset Lifecycle Management, Enterprise Service Automation, Financial Management, Staffing Front Office, and Supply Chain Management Product-Specific Installation Instructions located on Oracle's PeopleSoft My Oracle Support website. |
File Name |
Displays the name of the file that you upload. |
Added By, Name, and Date/Time Stamp |
Displays information about the user who adds the attachment, and the date and time that the upload occurred. |
Access the Issue - Interested Parties page (Program Management, Project Management, Add/Update Issues, Interested Parties).
The system populates the Interested Parties grid with the email addresses for the employee that opened the issue and the employee to which the issue is assigned.
Interested Party |
Select an employee ID from the list of employees. |
Email Address |
Displays the email address from the for the employee ID that is specified as the interested party. When you select an interested party from the employee list, the system automatically populates this field with the email address from the Resource Detail page. If no email address is defined on the Resource Detail page, the system uses the email address from the Operator Definition table (PSOPRDEFN) of the user ID that is associated with the employee. If an email address is not available, you must enter an email address before you can save the issue. If the assigned resource's employee ID is associated with more than one user ID in PeopleTools Security, the system populates the Interested Parties Email Address field with the first user ID in alphabetic order. This is relevant only if you define more than one user ID to employee ID. |
Note. The system automatically populates the issue originator and assigned resource as interested parties. If workflow is enabled, the system automatically populates the issue owner as an interested party when the issue is submitted.
See Also
Access the Issue - History page (Program Management, Project Management, Add/Update Issues, History).
Use this page to review actions that are performed on the issue and the user ID that performs the update. The most recent action appears at the top of the History grid. These actions appear:
Issue created
Priority changed
Status changed
Type changed
Activity changed
Assignment changed
Notes added
Attachments added
|
Click the Detail icon to access the page where the action occurred. |
This section discusses how to:
Review issues
Update and resolve issues
Page Name |
Definition Name |
Navigation |
Usage |
PGM_ISSUES_LIST |
Program Management, Project Management, Review Issues, Review Issues |
Search for project issues by using a configurable search page. |
|
PC_IM_ISSUE |
Program Management, Project Management, Add/Update Issues, Issue |
Review and update issue information. |
|
PC_IM_NOTES |
Program Management, Project Management, Add/Update Issues, Notes and Attachments |
View and edit file attachments or comments that are relevant to an issue. |
|
PC_IM_INT_PRTY |
Program Management, Project Management, Add/Update Issues, Interested Parties |
Add or delete the names of people who want to be informed and updated about a particular issue. |
Access the Review Issues page (Program Management, Project Management, Review Issues, Review Issues).
In the Selection Parameters group box, specify the search options to filter your search results to the issues that you want to view.
Business Unit |
Enter a business unit. The business unit default value is based on user preferences. |
Search |
Click to display all projects issues that satisfy the search criteria in the Issue Incidents List group box. To iteratively narrow your search results, enter additional search criteria and click the Search button again. |
Reset |
Click to deselect all optional fields in the Selection Parameters group box, and to clear the search results in the Issue Incidents List group box. |
Issue ID |
Click the Issue ID link to access the Issue page, on which you can view and edit data for the selected issue. |
Add Issue Incidents |
Click to access the Add/Update Issues search dialog page to view an existing issue or create a new issue. |
Access the Issue page (Program Management, Project Management, Add/Update Issues, Issue).
Select the resolution status to indicate that this issue is closed. In the Resolution Information scroll area, enter the actual resolution date and a resolution description.
Note. Regardless of the issue's status, an issue is considered open until a value is entered in the Actual Resolution Date field. For example, if the issue status is closed, the issue is still considered open in management reports if there is no actual resolution date. Open issues appear in management reports as project indicators, so it is important to enter a resolution date when an issue is resolved.
See Also
This section lists pages used to generate the issue reports that PeopleSoft Program Management delivers.
See Also
PeopleSoft Program Management Reports
This section discusses how to send an email about a specific issue.
Page Name |
Definition Name |
Navigation |
Usage |
PC_IM_EMAIL |
Click the Send Email button on the Issue Management component pages. |
Send an email that is prepopulated with data about a specific issue. |
Access the Send Email page (click the Send Email button on the Issue Management component pages).
To and CC |
Enter one or more email addresses. Separate multiple addresses by using semicolons. |
Interested Parties |
Select to populate the To or CC fields with email addresses from the Interested Parties page. Click the Refresh button to display the email addresses. deselect the check box and click Refresh to remove interested party addresses from the To or CC fields. |
Assigned |
Select to populate the To or CC fields with the email address of the assigned resource from the Issue page. This check box functions in the same way as the Interested Parties check box. |
Subject |
Displays the issue ID and summary. The system populates this field automatically, but you can override it. |
Email Text |
The system populates this field with the following data:
|
Attach Notes |
Select to include notes in the email if there are notes for the issue. The system populates this field with the note text. |
Attach URL |
Select to include a uniform resource locator (URL) to the issue in the email. The system populates this field with the URL that links to the issue. |