This document describes the process the PALS Office will use to handle requests for new reports or services within the Consortium of MnPALS libraries. A report need or modification can be identified by the Individual Library, Task Force, User Group, PALS Office, Reports Group or from a forum discussion. The MnPALS forum can be used to discuss reports and services, NOT as a form of submitting requests.
Step 1 – Reports needs identified
A library, a member of a Task Force or a member of a User Group uses the PALS Support Center to submit a request for a new/modified report or service via a Help Desk Ticket. This ticket is automatically assigned to a PALS Support Specialist
Reports Group or PALS Office identifies or is contacted with a report/service request. Help Desk Ticket created to track request. This ticket is automatically assigned to a PALS Support Specialist
Step 2 – Review if “Needs” are already met or would be beneficial to the Consortium
The PALS Support Specialist will verify the information. They will double check to see if the report already exists in another format. Next they will determine if the information is available in the XML (raw data) of the existing report.
The PALS Support Specialist or a member of the Reports Group may open a topic on the Forum to see if the libraries currently generated the requested information.
Reports Group can review the specific request after a “Review by peers”. If they feel the request would benefit the Consortium, this would be noted. Comments via the Forum will help build the specifications for the report/service.
Step 3 – Tech Staff review and build the report/service
The PALS Tech Staff then reviews the request. A work priority will be assigned and creation of the report/service is scheduled.
Step 4 – Support Staff and Reports Group test the report/service
When the PALS Tech Staff has reached the point of testing, they will request that the PALS Support Staff and Reports Group begin testing. Comments will be sent to the MnPALS Forum. The original requestor of the report/service may also be asked to assist with the testing.
Step 5 – Final steps to place report/service into production
When all parties agree that the requested specifications are met, then the Tech Staff will place the report/service on the production server. An announcement to the Consortium, informing of the new/updated report/service is then made.