As noted in the GIS Project/WorkOrder Initiation page, WorkOrders must be submitted via the HELP Desk or the Outpost web site to the appropriate StorageTek Business queue where it will be reviewed, approved and prioritized by the StorageTek CCB. You should manage your request through this CCB process. Once prioritized it will be sent to the EDS WorkOrder Administrator who administers the WorkOrder including getting resources assigned to it.
Because your WorkOrder request has been sent to the EDS WorkOrder administrator does not mean it has been assigned to a development or analyst resource to begin completion. The CCB prioritized list is used by EDS as the list to choose work from that should be submitted for resource assignment as resources become available. The EDS WorkOrder Administrator adds all the prioritized requests to a single spreadsheet called the WorkOrder Inventory. The Inventory gives EDS visibility of all prioritized WorkOrder requests at any single moment in time. The EDS WorkOrder Administrator will add the prioritized work to the WorkOrder Register one at a time for resource assignment. When the request is added to the WorkOrder Register, the EDS Technical Delivery Manager will review the request and determine if resources are available and if so assign the resources to the WorkOrder. You will be notified when your request is sent for resource assignment (added to the WorkOrder Register) and when a person has been assigned to your WorkOrder.
It is possible that a request may be on the WorkOrder register for many weeks until a resource becomes available to work on it. WorkOrders have the lowest priority for resources. All Project and Production Support work both will be assigned resources ahead of any WorkOrders. Therefore, specific dates for completion of WorkOrders can not be accepted nor guaranteed due to this low priority status for WorkOrders. However, if a WorkOrder has legal, government compliance, contractual or serious corporate level business issues, EDS will attempt to honor reasonable date requests.
Generally, the requests are added to the WorkOrder Register in the order they have been prioritized on the CCB list, 1, 2, 3, etc. or in the order they have been received (if not prioritized by the CCB). Requestors should keep in mind that there are several CCBs and each CCB list has numbered WorkOrders, 1, 2, 3, etc. All number 1’s from all CCB lists for a single EDS service line are submitted for resources first. Then all number 2’s from all lists. And so on.
Once the request has been submitted for resources by adding it to the WorkOrder Register the priority is no longer applicable. Some requests may not have resources currently available, some may take only a few hours to complete and others may take much longer, all making the use of the priority designation no longer possible, nor of much value.
Depending on how many requests are on the WorkOrder Inventory list, EDS may not get all the list added to the Register for resource assignment before a new CCB list is prioritized and released (usually on a bi-monthly basis). Requests are submitted to each EDS Service Line until the Service is saturated and can not assign more resources to WorkOrders. WorkOrders have a lower priority for resource assignment than do Projects and Break/Fix requests. This means you should continue to manage your request in the CCB process until it is added to the WorkOrder Register. You will be notified by EDS when your request has been added to the WorkOrder Register for resource assignment and again when a resource is actually assigned.
If Resources Are Not Available
In the event resources are not immediately available to assign to your request, the request will remain on the WorkOrder Register and will be continually reviewed for resources until resources become available. You will be notified of this situation by EDS.
Client WorkOrder Responsibilities
Once your request has been assigned to a resource you have certain responsibilities to make sure your request is completed on time and to your satisfaction. You are responsible for being available so that EDS analysts and developers can discuss issues and requirements and you may need to provide decisions if necessary. You can contact the assigned resources for an update on your WorkOrder at any time. You will be responsible for helping with Functional Testing. You will be solely responsible for QAS testing and final approval for release of the work to production or web environments. No work will be released to production or web environments without the specific approval of the client or client designate.
EDS WorkOrder Register Location
The EDS WorkOrder Register is available to review at any time at G:\BET\EDS WorkOrders\WorkOrder Register 2.0 2004.
Link to GIS WorkOrder Register (Note: This document takes a few moments to load.)
Related Information
EDS Help Desk: 3HELP (1-303-673-4357)
Link to CCB Remedy Queues and Coordinators