Cattrack - Service and Support

This document provides an overview of the Cattrack service and its use.

The Cattrack website can be accessed here.

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 Statement

Cattrack facilitates the delivery of tutoring, mentoring and advising services to students at UWM. Students are able to signup for appointments online, receive appointment reminders, sign-in upon arrival at service centers and complete post-visit online follow-up questionnaires. Mentors can view their assigned mentees and record their mentoring interactions. Tutors and advisors can manage workflow and scheduling, and report on tutoring and advising activities. Various other non-academic consulting services can manage interactions with clients. Cattrack student sign-in data is loaded into the UWM Data Warehouse, where it can be combined with additional institutional data for reporting and analysis.

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 Recipients

Cattrack provides services to students, prospective students, faculty and staff who work in tutoring, mentoring, academic advising, and non-academic consulting roles at UWM. Cattrack also provides tutoring, mentoring and advising activity data, which is used by the Office of Assessment and Institutional Research (OAIR) and service centers at the school/college level for reporting and assessment proposes.

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Sponsor

The project sponsor is OAIR. The lead sponsor is Gesele Durham, Director of OAIR. OAIR can be contacted at air-web@uwm.edu. UITS Creative Services provides web application development, consulting and technical support. Funding for web application development, consulting and technical support is 100% cost sharing.

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Operational Teams

Cattrack development team
Contact: cattrack-dev-team@uwm.edu
The Cattrack development team is responsible for guiding the development of Cattrack, including:

  • Promotion and adoption
  • Enhancement request prioritization, issue resolution prioritization, major release scheduling
  • Web-based reporting requirements definition
  • Standards and usage best practices

The Cattrack development team meets regularly, and is composed of tutoring, mentoring and advising representatives from across campus, the sponsor and technical leads. The Cattrack development team can be contacted at cattrack-dev-team@uwm.edu.


Technical leads
Contact: cattrack-tech@uwm.edu
Members of UITS Creative Services Web Development serve as technical lead and are responsible for:

  •  Resolution of technical issues
  • Design, implementation and deployment of enhancement requests and major new releases

Technical leads can be contacted via cattrack-tech@uwm.edu.

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Support Teams


Cattrack is supported by staff from OAIR, campus tutoring/mentoring/advising centers and UITS Creative Services Web Development.

Global service outages are escalated via a process in the UITS Data Center, which is staffed 24 hrs a day. Such outages should be reported to the UITS Help Desk (229-4040) or the UITS Data Center (229-5732) by phone.

Operational or procedural issues that do not impact the entire service should be reported via the UWM Help Request Form (http://gettechhelp.uwm.edu).

Issues submitted to the UWM Help Request Form are routed to Help Desk and tracked in Help Desk's incident response system. Issues that cannot be resolved by Help Desk are escalated via an email lists (Technical support requests: cattrack-tech@uwm.edu; Service adoption/usage questions: cattrack-info@uwm.edu) and addressed by the Cattrack development team and/or Cattrack technical leads.

Further information on Cattrack support is available in the Cattrack support plan, which is on record at the Help Desk.

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Communication

Announcements regarding enhancements, new releases, service center administrator meetings, training opportunities, documentation updates, scheduled maintenance outages and unscheduled outages are sent to service center administrators and Office of Assessment & Institutional Research staff via the cattrack-admins@uwm.edu email list.

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Maintenance

Cattrack is online and available 24x7, excluding downtimes for scheduled maintenance outages. Cattrack does not have a regular recurring scheduled maintenance outage window. Scheduled maintenance is posted at http://itstatus.uwm.edu.

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Acceptable Usage

Cattrack acceptable use follows the UWM computing policy and guidelines:

http://www4.uwm.edu/secu/facdocs/2480.pdf

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Documentation and Training

Online help guides are available for common Cattrack user roles, including administrators, service providers, mentors and students.

Tutoring, mentoring and advising centers provide Cattrack training to their employee and student staff.

Customized training for campus tutoring/mentoring/advising center staff on Cattrack configuration and usage is available upon request from Office of Assessment & Institutional Research (OAIR) and UITS Creative Services Web Development.

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Features and Functionality

  • Customizable sign-in surveys for students
  • Online service center locator, appointment availability search and appointment signup form for students
  • Appointment information tracking, activity reporting and data exporting for service providers
  • Service, service provider and resource availability scheduling for service center administrators
  • Service provider account/permissions management and survey builder for service center administrators
  • Integration with PantherLink to provide real-time availability checking, appointment publication to personal calendars
  • Extensive preferences to allow customization of Cattrack features and functionality to meet the data collection and workflow requirements of the service center
  • Activity data publication to the UWM data warehouse to facilitate report writing utilizing advanced reporting tools and incorporation of institutional data into reports

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Dependencies

  • Cattrack web application
  • ColdFusion web servers
  • Departmental Oracle database server
  • ODS (Operational Data Store) Oracle database server (for student course selection)
  • LDAP directory (for student and service provider sign-in)
  • PantherLink (for scheduling and appointment signup)

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Hours of Service

Cattrack is online and available 24x7, excluding downtimes for scheduled maintenance. Scheduled maintenance is posted at http://itstatus.uwm.edu.

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Support

Technical support requests
Contact: cattrack-tech@uwm.edu

Cattrack technical support requests should be directed to cattrack-tech@uwm.edu. UITS Creative Services Web Development provides tech support for Cattrack.

Technical support is available from Monday through Friday, 8:00 A.M. to 5:00 P.M., excluding legal holidays. Support requests submitted outside regular support hours will be addressed the next business day. A response can be expected within 1 business day.

Example technical support requests include:

  • Error messages
  • Performance issues
  • Service outages
    Service providers (tutors, mentors and advisors) with functionality/usage questions/concerns should direct their issues to their service center administrator who can then assess whether the issue can be resolved with training or workarounds. If the service center administrator cannot resolve the request, they will escalate it to the operational teams.

    Usage support is based on service center hours and staffing levels, but is generally available Monday through Friday, 8:00 A.M. to 5:00 P.M., excluding legal holidays. A response can be expected within 2-3 business days.


    Adoption, enhancement requests and general information
    Contact: cattrack-info@uwm.edu

    Adoption, enhancement requests and general information requests can be directed to cattrack-info@uwm.edu. Requests are processed by OAIR (sponsor) and UITS Creative Services Web Development (technical leads).

    Requests are processed Monday through Friday, 8:00 A.M. to 5:00 P.M., excluding legal holidays. A response can be expected within 2-3 business days.

    Example service usage requests include:
  • What does this service do?
  • Is it the right solution for my organizational unit?
  • Can it be made to do this?

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Service Governance

Sponsor
Contact: air-web@uwm.edu

The project sponsor is the Office of Assessment & Institutional Research (OAIR). The lead sponsor is Gesele Durham, Director of OAIR. OAIR can be contacted at air-web@uwm.edu.


Operational teams
Contact: cattrack-dev-team@uwm.edu

Cattrack development team
The Cattrack development team is responsible for guiding the development of Cattrack, including:

  • Promotion and adoption
  • Enhancement request prioritization, issue resolution prioritization, major release scheduling
  • Web-based reporting requirements definition
  • Standards and usage best practices

The Cattrack development team meets regularly, and is composed of tutoring, mentoring and advising representatives from across campus, the sponsor and technical leads. The Cattrack development team can be contacted at cattrack-dev-team@uwm.edu.


Technical leads
Members of UITS Creative Services Web Development serve as technical lead and are responsible for:

  • Resolution of technical issues
  • Design, implementation and deployment of enhancement requests and major new releases

Technical leads are on cattrack-tech@uwm.edu and cattrack-info@uwm.edu.

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Keywords:Cattrack service support   Doc ID:58826
Owner:Help Desk K.Group:UW-Milwaukee Help Desk
Created:2015-12-09 16:24 CDTUpdated:2016-06-09 10:43 CDT
Sites:UW-Milwaukee Help Desk
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