WI On ITrack Assignment

OWK-0006381_WI_001_V1.
1
WORK INSTRUCTION ON ITRACK
ASSIGNMENT
Version 1.

Template: TMP-1780 V2.0
Johnson & Johnson Information Technology
Confidential
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WORK INSTRUCTION
DOC TITLE: WORK INSTRUCTION ON ITRACK ASSIGNMENT
DOC ID: OWK-0006381_WI_001_V1.2
VERSION: 1.2
PROCESS CATEGORY: PROCESS MANAGEMENT

ROLE NAME AND TITLE DATE SIGNATURE
AUTHOR:
PROJECT MANAGER
PARTHASARATHI SAHU
LIFESCAN PRODUCTION
CONTROL ANALYST

REVIEW AND APPROVAL:
BUIT MANAGER FOR LIFESCAN JDE
OPERATIONS SUPPORT
WALTER FORTSON
IM MANAGER

BUIT COMPLIANCE MANAGER LEONARD KING
IT MANAGER

AS DELIVERY MANAGER AMIT GUPTA
SR MANAGER
INTEGRATION SERVICES

Parthasarat
hi Sahu
Digitally signed by Parthasarathi Sahu
DN: c=US, o=JNJ, ou=Partners,
ou=702068256, cn=Parthasarathi Sahu,
email=PSahu1@ITS.JNJ.com
Reason: I certify this document.
Date: 2013.11.25 04:33:39 -05'00'

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TABLE OF CONTENTS
1 OBJECTIVE .................................................................................................................. 3
2 SCOPE ........................................................................................................................ 3
3 DEFINITIONS ................................................................................................................ 3
3.1 Terms and Acronyms: .............................................................................................. 3
4 ROLE DESCRIPTIONS .................................................................................................... 4
5 REFERENCES ............................................................................................................... 4
6 WORK INSTRUCTIONS ................................................................................................... 5
6.1 Understanding iTrack assignment process ............................................................... 5
6.1.1 iTrack incident ticket. ................................................................................................ 5
6.1.1.1 Assign iTrack ticket to corresponding team .................................................... 5
6.1.1.2 Escalate iTrack ticket based on criticality to respective team. ........................ 7
6.1.1.2.1 Continuity plan in-case OPS/JDE Support cell is busy/not reachable-.......... 8
6.1.1.3 Assignment of tickets for IRIS incident creation ............................................. 8
6.1.2 iTrack service request for OPS ................................................................................10
6.1.2.1 JDE/DSI password reset ...............................................................................10
6.1.2.2 LifeScan Break-Glass Service account password reset ................................11
6.1.2.3 Adhoc Request .............................................................................................11
7 DOCUMENT HISTORY .................................................................................................. 11
7.1 Superseded Document(s) ........................................................................................11
7.2 Revision History ......................................................................................................11

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1 Objective
The purpose of this Work Instruction is to describe the procedure for LFS JDE
Operations Support team to
A. iTrack incident
Assign iTrack ticket to corresponding team
Escalate iTrack ticket based on criticality to respective team.
Assignment of tickets for IRIS incident creation
B. iTrack service request
iTrack service request for LFS JDE OPS

2 Scope
Applied to the operator in LFS OPS Datacenter , who get notification of iTrack by email
and/or get ticket in unassigned queue and LFS OPS Datacenter queue.
Who LFS JDE Operations Support team
What Assigning /resolving iTrack ticket
When 24 X 7 X 365
Where Global
3 Definitions
3.1 Terms and Acronyms:
See the SDLC Glossary, for general definitions.
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Term/Acronym Definition
J&J Johnson & Johnson
ITS A J&J Operating Company to handle all Information Technology
Services
AS Application Services
TCS Tata Consultancy Services Ltd
LFS LifeScan Inc, J&J Operating Company
Op Co Operating Company
BUIT Business Unit
APS Advance Planning System
WI Work Instructions
JDE J D Edwards
ITSM IT Service Management
DBA Team Data Base Administration Team( Data Base T1)
GA Grupo ASSA team

4 Role Descriptions
Role Description
LFS JDE Operations Support team Team who monitors & escalate batch job
failures for LifeScan JDE, APS, and BI
batch jobs. Assign iTrack tickets per iTrack
routing matrix.
APS SLA Support GA APS Application support team who
takes care about APS related issues.
JDE SLA Support GA JDE Application support team who
takes care about JDE related issues
JDE Technical Team GA JDE Technical support team who takes
care about technical and printer related
issues
5 References
Doc ID: N/A Title: N/A
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6 Work Instructions
6.1 Understanding iTrack assignment process
iTrack is a web based application that track user request by a reference number called
iTrack number ; which is a unique number. User across the JnJ network can access the
application for raising a request by accessing the following link:
a) http://itrack.na.jnj.com/UI/Home/Home.aspx - for ACTIVE users (Users can be
assigned a iTrack ticket)
b) http://itrack.na.jnj.com/UI/Home/Home.aspx -for ANNONYMOUS users (DCF users
not in the assignee list)
Operation Support team dl (datacenter@lfsus.jnj.com) receive a mail notification once a
ticket is raised by an user using URL for anonymous user. Operator from OPS team
then either assign the ticket to corresponding team (iTrack incident ticket) or it resolve a
ticket after proper work around (iTrack service request ticket.)
iTrack tool overview:
iTrack
Assignment.docx

6.1.1 iTrack incident ticket.
6.1.1.1 Assign iTrack ticket to corresponding team
Operator from OPS assign the ticket to corresponding team by referring to document:

URL:
http://teamsna.jnj.com/lfs/dcfscfinance/GlobalIMSupport/Escalations%20and%20Contacts/Forms/AllItems.as
px?RootFolder=%2flfs%2fdcfscfinance%2fGlobalIMSupport%2fEscalations%20and%20Contacts%2fiTrack
GSS Escalation - Call Routing.xls at location DCF SC and Finance > Global
Solution Support > Escalations and Contacts > iTrack Routing Matrix > GSS
Escalation - Call Routing

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%20Routing%20Matrix&FolderCTID=&View=%7b1AEEE177%2dBC6D%2d4F94%2d8BBC%2dFC8B50418
435%7d
Work Flow Diagram:1

YES Refer 6.1.2

NO

YES
Refer 6.1.1.3

NO

NO
Refer 6.1.1.2

Ticket ID
Read ticket description
Take Business Function and Site combination as the Business Function
for the GSS Escalation Call Routing.xls sheet in the mentioned path in
sharepoint location. Assign the ticket to assignee and secondary
assignee in the iTrack dropdown list corresponding to the primary
assignee and secondary assignee in the GSS Escalation Call
Routing.xls.

Ticket is a
service
request?
Assignment
of tickets for
IRIS incident
creation?
Severity
is Critical
END
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6.1.1.2 Escalate iTrack ticket based on criticality to respective team.
Escalation to corresponding team Hot-cell for ticket priority as critical tickets as
follows:
a. For primary assignee APS SLA Support (Grupo Assa)
First Cell phone number: +54 911 3766 1044
Second cell phone number: +54 911 3230 3595. (Please, use this 2nd number in
those cases where the above cell phone is not available. )
Alternate contact for APS: +54 911 3766 1018. (Please, use this alternate number
just as an exception, only in those cases where the above hotcells are not available.)
If you still have problems calling these three numbers, you could escalate it to Juan
Carlos Sanchez, at +54 911 3766 1005."
On call escalation is for Saturday and Sunday and from 6:30 PM PST to 12:30 AM
PST.
b. For primary assignee JDE SLA Support (Grupo Assa)

Alternate contact for MFG and OTC: +54 911 3766 1041. (Please, use this 2nd
number just as an exception, only in those cases where the hotcell is not available.)

If you still have problems calling these two numbers, you could escalate it to Juan
Carlos Sanchez, at +54 911 3766 1005."

On call escalation is for Saturday and Sunday and from 6:30 PM PST to 12:30 AM
PST.
c. For primary assignee Webmethods, Support/Technical Team
Second cell phone number: +54 911 3346 9145. (Please use this 2nd
number just as an exception, only in those cases where the hotcell is not available)
If you still have problems calling these two numbers, you could escalate it to Martin
Ros, at +54 911 3766 1113"
On call escalation is 24*7*365.

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6.1.1.2.1 Continuity plan in-case OPS/JDE Support cell is busy/not reachable-
OPS team to send an email to GA support team post fist call to GA Hot cell.

OPS team to call 24x7 GA Hot Cell numbers (in sequence from 1
st
escalation contact
to 3
rd
escalation contact) every 10 minutes for 3 times , post first attempt until
someone is reached from respective team.

Continuity plan for OPS- Support cell-
OPS will use supplier backup number placed inside office premises , in-case the
Support-Cell face technical issue, till the issue is resolved by the vendor.

6.1.1.3 Assignment of tickets for IRIS incident creation
Ticket comes under the application- JDE for teams , those no longer support the iTrack
tool, in-stead support service now for IRIS ticket- comes under the scope.
The
OPS convert an iTrack ticket to an IRIS Incident ticket by contacting Global Helpdesk.

Contact to GISD over phone from OPS will be only for tickets having urgency as critical
and impact as per the guidelines of GISD.

Once IRIS ticket is created against raised iTrack, iTrack ticket will be closed.

Sharepoint location of IRIS request template used by OPS-
DCF SC and Fi nanc e > Gl obal Sol ut i on Suppor t > Es c al at i ons and Cont ac t s > I RI S r eques t
t empl at e f or OPS

URL-

http://teamsna.jnj.com/lfs/dcfscfinance/GlobalIMSupport/Escalations%20and%20Co
ntacts/Forms/AllItems.aspx?RootFolder=%2flfs%2fdcfscfinance%2fGlobalIMSupport
%2fEscalations%20and%20Contacts%2fIRIS%20request%20template%20for%20O
PS&FolderCTID=&View=%7b1AEEE177%2dBC6D%2d4F94%2d8BBC%2dFC8B50
418435%7d
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Work Flow Diagram:2

NO

YES

Ticket ID
Ticket description mention
Create ticket to CNC team
Database Service request
JDE.INI issue
Space issue for CITRIX server
Backup tape ID retrieval
Creation of new backup policy
DB password reset
Sharepoint access
Scheduler issue
Tape Backup failure
Send mail to GISD to create IRIS ticket for
corresponding teams.
Request is
urgent?
Mention the IRIS number on the iTrack log
once got from GISD. Close the ticket.
END
Call to GISD on +1 800 900 2555 to create
incident /problem ticket or CRT if applicable.

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6.1.2 iTrack service request for OPS
OPS solve the iTrack ticket if the description part comes under the scope of OPS work list in
iTrack.

OPS work list through iTrack-
JDE/DSI password reset
LifeScan Break-Glass Service account password reset
ADHOC requests

6.1.2.1 JDE/DSI password reset
Ops do password reset of LFS JDE and DSI accounts.
JDE account includes:
o User accounts
o Service accounts
WI for LifeScan JDE Password Reset location in sharepoint:
http://teamsna.jnj.com/lfs/dcfscfinance/GlobalIMSupport/Escalations%20and%20Contacts/Form
s/AllItems.aspx?RootFolder=%2flfs%2fdcfscfinance%2fGlobalIMSupport%2fEscalations%20an
d%20Contacts%2fWork%20Instructions%20for%20OPS&FolderCTID=&View=%7b1AEEE177
%2dBC6D%2d4F94%2d8BBC%2dFC8B50418435%7d

DSI Password Reset__WI 3000208 location in sharepoint:
http://teamsna.jnj.com/lfs/dcfscfinance/GlobalIMSupport/Escalations%20and%20Contacts/Form
s/AllItems.aspx?RootFolder=%2flfs%2fdcfscfinance%2fGlobalIMSupport%2fEscalations%20an
d%20Contacts%2fWork%20Instructions%20for%20OPS&FolderCTID=&View=%7b1AEEE177
%2dBC6D%2d4F94%2d8BBC%2dFC8B50418435%7d

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6.1.2.2 LifeScan Break-Glass Service account password reset
Break Glass service account is a LFS JDE account used by only one user at one time.
3086506A_Break Glass Procedure location in sharepoint:
http://teamsna.jnj.com/lfs/dcfscfinance/GlobalIMSupport/Escalations%20and%20Conta
cts/Forms/AllItems.aspx?RootFolder=%2flfs%2fdcfscfinance%2fGlobalIMSupport%2fE
scalations%20and%20Contacts%2fWork%20Instructions%20for%20OPS&FolderCTID
=&View=%7b1AEEE177%2dBC6D%2d4F94%2d8BBC%2dFC8B50418435%7d

6.1.2.3 Adhoc Request

ADHOC request is raised by user in response to certain requirement in PD/DEV/QA
environment.
ADHOC request includes:
Job run in PD/DEV/QA env.
Any job action (hold/cancel/kill)
Script run in backend
Execution of DCR.
Job creation/modification/deletion request
Old log deletion request

7 Document History
7.1 Superseded Document(s)
Doc ID: N/A Title: N/A Effective Date: N/A
7.2 Revision History
Version DD-Mmm-YYYY Author Change Summary
Major/Minor
Change
1.0 20-Jun-2012 Debashis
Adhikary
Initial Document
1.1 20-Jan-2013 Debashis
Adhikary
Added new processes
for CNC issue, JDE.ini,
Citix issue,
Major
1.2 18-Sep-2013 Parthasarathi
Sahu
Escalation contact and
continuity
updated(6.1.1.2.1)
Minor

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