PGM

1. User / access management Infrastructure issues Gears duplication Bugs qualification Object: Object: Object: Object: 04 02 01 03 Support scope Support scope Support scope Support scope Comments and exclusions Comments and exclusions Comments and exclusions Comments and exclusions • Create new role in ATG (staging and production) • Grant or remove roles to a set of end-users (SQL query) • Extract list of end-users in Excel, with required attributes • Check access of end-users who meet issues (no access, errors, NL not received, etc.) • Deactivate one or a set of end-users • Create full access to new team member on: - Documentum (all planets) as editor and approver - Jira (access to EiPF and/or EiPFC) - Emailvision (mind the limited number of profiles) • Duplicate existing instance of gears for the same or another community, with possible label changes (vs. reusing and sharing a gear on several community) • Any bug noticed on: • a community Front-End (website in browser) • Documentum • ATG Portal Admin • EmailVision. • A bug is an application behavior that is not compliant with user guides and/or specifications. Please check documentation first. • On any environment: Test, Staging and Production. • Test, Staging or Production websites not available • Documentum or ATG not available (but internet access OK!) • Recurrent errors on Documentum or ATG (java errors, HTTP 307, etc.) • Access issues (wrong login and/or password, functionalities not available) for clients or employees • Performance issues (system very slow, etc.) • Jira not available • Wiki Roche.fr not available • Open reports not available • Out of scope: • Omniture • Opinio • Artegis • Wiki • Any bug that turns out to be a task, operation request, modification or improvement request will be redirected to the SPOC. • WMS Support is not HelpDesk (France IT helpdesk)Only HelpDesk can do the following for you customers: • reinitialize NT password (Outlook, Documentum, wiki, Jira) • provide temporary/permanent admin rights on a computer • provide an access to an Outlook mailbox • identify local network or machine issuesHelpDesk cannot help with: - ATG, Documentum, wiki, Jira, OpenReports, EmailVision - Any HP managed servers WMS does not access customer’s machine remotely • Out of scope: • Artegis (P. Massard) & Opinio (Y. Di Mondo) • Creation of offers in ATG • Links between offers, roles and default communities • Roche end-clients are NEVER created by WMS! • WMS needs NT login of the team member. It can be found from the name on RUD:http://rud4all.roche.com:20866/rud4all/search.do • Out of scope: • Gear “additional configuration” at the community level • Any functional change such as field to add or remove, new rule, new event handling, etc. If a gear functioning (vs. only labels) needs to be modified, this should be specified in a SDS, sent to the SPOC. Michal Andrzej Provide WMS Support with… Provide WMS Support with… Provide WMS Support with… Provide WMS Support with… • Detailed description of the bug (including time when the issue was noticed) • URL used • Login/password used • Operations executed • Error message or behavior observed (e.g. copy-paste from browser) • Screenshot(s) • Unique Keys for each items! • For users: only the login is a unique key from ATG viewpoint. Caution! Logins are case sensitive. TVF code and CRM Id cannot be considered as unique from a technical viewpoint. • For roles: exact role name. Ex: re719004-member (stands for the member role of Ma Planete) • For offers: role ID (the one created in Intelligens). Ex: 037 (stands for Ma Planete – Osteoporose) • For newsletters: exact campaign name, mailing list name, message name • Detailed description of the issue (including time when the issue was noticed) • URL used • Login/password used • Operations executed • Error message (e.g. copy-paste from browser) • Screenshot(s) • Gear to be reproduced: community name, gear name, page where it is located (as an example) • New gear name • Community where it should be located • Possible label changes (if possible in velocity files) • Page where it can be tested in Staging Reference documents: Reference documents: Reference documents: Reference documents: See gear documentation in Jira if applicable None ATG/Documentum: \\rnems0007\docinfo\Projets\EPF\Competence_Center\Training\01_ATG_Documentum EmailVision:\\rnems0007\docinfo\Projets\EPF\Competence_Center\Training\03_CampaignCommander WMS Support scope Process… …and scope Help !! 11 areas of competences: Customer 6. Resourcebundles 7. Reference data 5. Data display changes 8. CRM integration Support Scope? WMS Support In ENGLISH wms@roche.com In ENGLISH 4. Gears duplication NO YES IPCC SPOC 9. Static contentupload 3. Bugs 10. Emailcampaign If WMS Support cannot solve your issue,Your request is routed to IPCC SPOC through JIRA. 2. Users/access management 11. CMS 1. Infrastructure Support team 1 mail per request, always in English wms@roche.com (on working days from 9am to 5pm) Grzegorz PGM Global Informatics we power possibilities

2. CRM Integration (specific for France) Object: 08 Support scope Comments and exclusions • Limited to ATG (Does not cover Intelligens): • Check subscription of clients in Intelligens  ATG (attribution of roles in ATG from an offer) • Checks on web requests not visible/transmitted to CRM (WMS can only check the existence and the content of requests in ATG, not in Intelligens) • Manages ID and label of web requests areas / sub-areas • Spontaneously warns IPCC on rejection of XML flows from Intelligens or missing reception from EiPF (fidelity, unsubscription, PSP, web requests, etc.) and send logs. • Out of scope: • Any checks or requests in Intelligens • Offers and translations of offers into Roles (AccessRules) • More detailed investigation needs to be done in Paris together with Intelligens team. • WMS does not access to Intelligens (in French anyway) Resource bundle management Reference data management Static content upload onto servers (out of CMS) CMS configuration Email campaign (Emailvision Campaign Commander) Data display modification Object: Object: Object: Object: Object: Object: 10 06 05 09 07 11 Support scope Support scope Support scope Support scope Support scope Support scope Comments and exclusions Comments and exclusions Comments and exclusions Comments and exclusions Comments and exclusions Comments and exclusions Provide WMS Support with… • Upload of heavy, static files used for video display, quizzes, e-learning in Flash, etc. that could not be delivered or handled appropriately by the CMS. • Choice of the most appropriate platform for files hosting • Newsletter coding difficulties in Campaign Commander • Test of newsletter not working (display issues, etc.) • Segmentation issues (customer not included as expected, not having expected roles, not found in Campaign Commander members, etc.) • Some functionalities and gears are based on a classification and require modifications either in the ACC or velocity files, which cannot be done by customers. These modifications can be done by WMS support and be treated as small change requests: • Reference data in France Repository • Reference data in Velocity files • Reference data in ATG database • Update texts and labels in gears (e.g. legal notices) only by copy-paste (no translation) • Some labels in gears are managed through resource bundles. When these labels need to be updated, WMS support can : • provide the customer with the bundle files to modify • provide the software to edit them • reintegrate the updated files on EIPF • WMS can also detect whether a label will be editable in the bundle files or not, and find out where the label is coded (data display, JSP, etc.) • Create a new usage of a gear (e.g. teasers, etc.) • Manage content gear configuration at the admin level • Solve front-end display issues (content not displayed, wrong location, wrong content gear, etc.) • Solve Documentum issues, like: • I cannot find my content in Documentum • My content is blocked in a workflow • My content is active in Documentum but not displayed on the web • Out of scope: • Sending any campaign (this is the Local eMarketer’s responsibility) • Any operational work that can be done directly by customers (such as newsletter setup, exporting bounced users or members list or reports, etc.) • Functional analysis of reports is out of scope. • Out of scope: • Any content management • Modifications of Flash files, videos, etc. • Setup of IFRAME gear to display the content of these files • Caution: • Akamai is an expensive platform that is only appropriate for some specific, heavy content requiring streaming –e.g. videos. It is useless for most e-learning flash files. • Out of scope: • Gear “additional configuration” at the community level • Any functional change such as field to add or remove, new rule, new event handling, etc. If a gear functioning (vs. only labels) needs to be modified, this should be specified in a SDS, sent to the SPOC with Jira. • WMS support does not provide any translation • Out of scope: • WMS support will not provide any translation • Bundle files update (customer most appropriate updater) • Out of scope: • Operational work is done (e.g. content management) by customers only, in any case. • Out of scope: • Categories that are self administrable from the community portal admin (e.g. multiple document order form) • Hard-coded values in jsp pages, java code, etc. • Clear description of the issue noticed or check to make • For users: login preferably, or TVF code or CRM Id. However, only the login is a unique key from a technical viewpoint. • For roles: exact role name (e.g. re719004-member for the Member role of Ma Planete) • For web requests: request ID • For areas and sub-areas: ID, as set and exported by Intelligens About Intelligens:\\rnems0007\docinfo\Projets\EPF\Competence_Center\Training\02_Intelligens_dataflows(some in French) Offer to role(s) correspondence:\\Rnems0007\docinfo\Projets\EPF\Competence_Center\Operations\Mise_a_jour_bases\offres_roles Reference documents: Provide WMS Support with… Provide WMS Support with… Provide WMS Support with… Provide WMS Support with… Provide WMS Support with… Provide WMS Support with… • Gear including labels to be modified: community name, gear name, page where it is located (as an example) • Page where it can be tested in Staging • All files to upload should be configured and tested locally by the customer prior to upload request (links between files should be all relative). Only the domain name and absolute path to files will change after upload, but not the relative location of files. • Additional constraints such as content should be protected from search engine indexation robots, etc. • Gear to be modified: community name, gear name, page where it is located (as an example) • Should gear be only modified or duplicated with modifications • Label changes (if possible in velocity files) • Page where it can be tested in Staging • Unique Keys for each items! • For users: only the login is a unique key from ATG viewpoint. Caution! Logins are case sensitive. TVF code and CRM Id cannot be considered as unique from a technical viewpoint. • For roles: exact role name. Ex: re719004-member (indicates the member role for Ma Planete) • For offers: role ID (the one created in Intelligens). Ex: 037 (stands for Ma Planete – Osteoporose) • For newsletters: exact campaign name, mailing list name, message name • Community involved • Page where the gear/functionality is located (URL) • List of values (LOV) to be modified • Values to be created / updated / deleted • Exact campaign name • Mailing list name • Message name • Detailed description of the difficulty • Screenshot(s) Reference documents: Reference documents: Reference documents: Reference documents: Reference documents: Reference documents: Documentum: \\rnems0007\docinfo\Projets\EPF\Competence_Center\Training\01_ATG_Documentum None None None EmailVision:\\rnems0007\docinfo\Projets\EPF\Competence_Center\Training\03_CampaignCommander See gear documentation in Jira if applicable WMS Support scope to Nouveaux Media Not is scope PGM Global Informatics we power possibilities