UNIVERSITY OF NORTH FLORIDA PROCEDURE
DIVISION: Administration and Finance
DEPARTMENT: Information Technology Services
SUBJECT: Request for Support (RFS)
OBJECTIVE & PURPOSE:
To define procedures for requesting support from Information
Approved by the Information Resource Planning and Advisory
Council, November 2, 1990.
Prior to providing services such as (but not limited to)
applications program design and maintenance, systems programming,
software support, hardware support, network support, research
analysis, etc., a duly authorized Request For Support
(selection "RS" from the online Local Applications
Main Menu) must be submitted to Information Technology
Services for approval and assignment. Individuals authorized
to approve Requests For Support ("RFS") are maintained in
the User Authorization System (selection "UA"
from the online Local Applications Main Menu).
The RFS is an online system, or electronic form, that
is comprised of several "screens," two of which are most
pertinent. The Request Entry screen (selection
20 from the RFS Submenu) is completed by the requesting
department, while the Information Technology Services
Functions screen (selection 21 from the RFS Submenu)
is reserved for Information Technology Services use.
When a new RFS is created, the system assigns a unique
ID number to the request. If the person creating the RFS
can also authorize such requests, the RFS is automatically
forwarded to Information Technology Services as soon as
it is added, provided the user has entered a 'Y' next to
the "Authorized:" prompt. If the creator of the RFS is not
authorized to approve it, that person should forward the
request to someone else in the department who is authorized,
the latter of whom must enter a 'Y' next to the "Authorized:"
prompt and then update the RFS. It is only after the RFS
has been approved by the department that the request is
forwarded to Information Technology Services. At this point,
the "Status" of the request is marked as "Pending."
After the request has been duly authorized and forwarded
to Information Technology Services, it is reviewed by the
Associate Director or Director who, with input from appropriate
staff members as needed, determines the action to be taken,
namely: (a) assign, (b) review, (c) refer to Financial Records
Committee, or (d) refer to Student Records Committee. If
the RFS has been assigned for completion or for review,
the RFS is forwarded to the assigned individual(s) for review
or completion. If assigned for completion, the "Status"
of the request is changed to "Active."
Requests are assigned for review when more information
is required to evaluate the request properly; the purpose
of the review is to determine the scope of the project and
develop a rough estimate of the nature and amount of resources
required to complete the request, or, in some cases, to
explore possible alternatives. If the review determines
that the request is resource-intensive, further action on
the request does not occur until the results of the review
have been discussed with the Director and/or the Associate
Director. One of these individuals will then determine the
next action to be taken.
A request is referred to the Financial Records Committee
or the Student Records Committee if it is deemed to impact
a significant number of users. The appropriate Committee
must then decide whether or not the request is appropriate
or desirable and, if so, what its priority should be. The
request is not acted upon by Information Technology Services
until the appropriate Committee has approved it.
When an RFS has been completed or otherwise finalized
(i.e., canceled or denied), the person to whom the request
was assigned changes the "Status" of the RFS to the appropriate
final code. If not "Completed," the assignee must include
"Reasons" for canceling or denying the request. At this
point, an electronic note is sent to the requestor indicating
that the request has been finalized, along with any "Reasons"
and "Comments" associated with that request. Similarly,
if the RFS is placed in a "Suspended" state, the assignee
must supply "Reasons" for this action; however, the requestor
is not sent an electronic note for this or any other non-final
Appropriate notes regarding the programs, procedures,
and jobs that were changed or added should be made by the
assignee on the RFS record, using the "Comments" section
and/or the "Notes" function.
Click on the link to go:
Back to the POLICY, PROCEDURE & GUIDELINES page
Copyright © 2012 University of North Florida1 UNF Drive | Jacksonville, FL 32224 | Phone: (904) 620-1000
Contact | Emergency | Privacy | RegulationsDisability Accommodations