AMS Support Information

Permissions / Access Requests for Member

Any scenario which involves a user requesting AMS permissions for a Member Office, National Offices etc.

Permissions / Access Requests for SCI

Any scenario which involves a user requesting AMS permissions for an SCI Office except Centre.

Permissions / Access Requests for SCI Centre

Any scenario which involves a user requesting AMS permissions for SCI Centre.

Login issues

Any scenario where a user cannot log in to AMS, but where the remediation does not involve a change in user permissions. Examples include:

• Browser issues

• Azure AD issues

• Disabled accounts

Reopening Award / Partner Agreement

Any request to open or close an Award or Partner Agreement.

Task delegation / auto delegation set-up

Task delegation - any request to bulk delegate tasks/roles or delegate an individual task for a user.

Auto delegation set up - any request to set up an auto-delegation for a user or any issue related to an auto-delegation.

General query

General information requests, which do not fall into any other Component category, for example:

• Any request from users for guidance or training on AMS

• Enhancement suggestions

• Any questions or clarifications on one or multiple processes in AMS

• Data requests where the user cannot export themselves (e.g. a list of all closed Awards that are linked to open Projects)

If any ticket does not fall into any other Component, it should be categorised as General query.

This category should be reviewed periodically to assess if new Components should be considered.

Data modification - changing Donor

Any request to change a donor, originating donor or both in one or multiple Awards.

Data modification - changing Start Date

Any request to change the Start Date in one or multiple Awards.

Data modification - changing Award Class

Any request to change one or multiple Award Classes.

Data modification - Funding streams

Any request to apply a change in a Funding stream.

Data Modification - linking/archiving of PRIME projects

There are certain stages/statuses of an award and phase/status of a Project in which editors and super-users are prohibited to link/archive PRIME projects to awards. Therefore tickets maybe submitted requesting AMS support to do so. 

Data modification - other

Any request to modify capture data which does not fit into any other Data modification category. For example;

• Any request to change the Currency in one or multiple Awards

Donor or Partner creation/update

Any request or issues related to setting up a new Donor or modifying an existing one.

Office creation/update

• Any request or issues related to setting up a new Office or modifying an existing one.

• Change in Default Approvers on Office record

• Adding program locations/cost centres 

• Change in threshold values etc

Notifications

Any issues/set-up requests relating to notifications sent out by AMS including in-app, email, or weekly digest notifications.

Workflow issues

Any issues related to workflow malfunction.

Budget table

Any request or issue related to the manipulation of a Budget table in one or multiple Awards, Budget codes and DRCs.

Match functionality

Any request or issue related to match functionality including Award Requiring Match, Match Plans, or Match Algorithm.

CAM

Any request or issue related to Cost Allocation Methodology (CAM).

Pooled funding

Any issues related to the Non-humanitarian pooled funding mechanism.

Reporting schedules

Any request or issue related to the modification of reporting schedules in an Award or Partner Agreement.

AMS-PRIME Integration

SOF-PRIME project relationship is mastered in AMS. When new projects are created in PRIME, these transfer over to AMS via an integration. Users then link these PRIME projects to respective SOFs in AMS and the relationship(s) are then sent to PRIME (and Agresso).

AMS-PRIME integration tickets involve:
The SOF not showing as linked to project in PRIME.

System bug/defect/outage

Any notification of a system bug, defect, or outage.

Note: Notifications of system bugs should be linked with a Bug ticket in the AMS Project?

AMS-Agresso Integration

Any request or issue which relates to both systems and where the resolution affects one or both systems.

AMS- TIM Interface

Any request or issue which relates to both systems and where the resolution affects one or both systems.

FlexOM

Any request or issue related to FlexOM. For example:

• a process or system component developed for SCUSI.

• Requests related to transition of offices as part of FlexOM transition.

*This would change once the FlexOM project transitions to BAU

PAL/TEA

which relates to a

Humanitarian Response Code 

Creating, updating or deleting Humanitarian Codes in AMS

AMS Reports

Any issues with the existing reports on AMS under the reports section, bugs related to them, improvement requests to them etc

BI Reports

Any requests related to BI Reporting/KPIs, AM Dashboard, enhancement requests for new type of reports, 

Changing Currency

Changing Currency on Award or Partner Agreement

Data Creation

Requests related to creation of data on AMS, example Project creation, award creation, test data creation, etc.

AMS Enhancements

General query: TD BAU

Request coming from TD Projects BAU
General information requests, which do not fall into any other Component category, for example:

Any request from users for guidance or training on AMS
Enhancement suggestions
Any questions or clarifications on one or multiple processes in AMS
Data requests where the user cannot export themselves (e.g. a list of all closed Awards that are linked to open Projects)
If any ticket does not fall into any other Component, it should be categorized as General query.

This category should be reviewed periodically to assess if new Components should be considered.

CAPP

Support Request received to support CAPP Transition (Data creation, Award update, Org unit updates, Budget uploader etc) or Process queries to support the transition process. 

How to identify if requirements are from CAPP---

For SCI COs if the Prime/Coding instance on Org unit record is "Preparing to go-live" then it would fall under CAPP

For Members if the Prime/Coding instance on Org unit record is "Live" and they are not in this list Which countries are live? then also it would fall under CAPP

OHT

Support Request received to support OHT Transition (Data creation, Award update, Org unit updates, Budget uploader etc) or Process queries to support the transition process.