The 11 UniDesk member institutions have recently been successfully migrated to TOPdesk's SaaS platform.
The scope of the project to migrate the member environments to TOPdesk SaaS did not include local integrations which are currently managed and hosted on University of Edinburgh infrastructure.
This follow on project now seeks to simplify the remaining the UniDesk architecture including Quick Calls, Data Imports and the Domain Name System (DNS), currently owned by Edinburgh. This project will enable the Edinburgh UniDesk Support team to focus on efforts related to the Service Roadmap and continual, value-added service improvements.
The project will focus on optimising and simplifying the infrastructure of the UniDesk Service with a move to the cloud where possible.
Project will prioritise a set of fixes / enhancements based on the expected benefit vs cost.
The project will address the most pressing of these dependencies and issues within the constraints of time (to complete by end July 2021) and budget.
Out of scope
The project will not deliver an *HCI-ready Quick Calls solution in 2020-21.
*HCI is Hyperconverged Infrastructure - ITI is expected to deliver an HCI platform for ISG in 2021-22.
NB that decommissioning of the UniDesk Database servers is coupled to removing the person import and Quick Calls dependencies on them.
Objectives, benefits, success criteria
This project has these objectives:
O1. Address residual dependencies and priority issues outstanding following completion of the UniDesk member migrations. Where possible this will include decommissioning of legacy software and IT infrastructure.
These may include:
Addressing key dependencies will result in:
O2. Define changes to on-going support that will be documented via an Operational Level Agreement (OLA)
DeliverablesThe specific deliverables have been itemised as a set of jiras.
|Update quickcalls python and package versions||Must Have|
|Quickcalls person lookup must use TOPdesk API||Must Have|
|Quick Calls - log as operator (not Quick Calls)||Must Have|
|Quick Calls: automatic sync with UniDesk data||Must Have|
|Grab TOPdesk config files prior to decommission||Must Have|
|Decommission unidesk-ms||Should Have|
|* Migrate DNS to cloud provider||Should Have|
|* Decommission unidesk data in UKFed||Should Have|
|Person Import change to Azure for Malta||Should Have|
|Person Import change to Azure for RCA||Should Have|
|Person Import change to Azure for UHI||Should Have|
|Person Import change to Azure for Durham||Should Have|
|Person Import change to Azure for Napier||Should Have|
|Person Import change to Azure for Stirling||Should Have|
|Person Import change to Azure for Ulster||Should Have|
|Person Import change to Azure for SHU||Should Have|
|Person Import change to Azure for Abertay||Should Have|
|Person Import change to Azure for St Andrews||Should Have|
|DB consolidation||Should Have|
|Decommission Database servers||Should Have|
|Decommission - remove servers from Abacus||Should Have|
|Person Import change to Azure for Edinburgh||Could Have|
|Quick Calls: log multiple calls of the same template||Could Have|
|Cursor place on Quick Calls||Could Have|
|Quick Calls - Custom colours||Could Have|
|Quick Calls: Next and back buttons||Could Have|
|Quick Calls: hide archived operators and operator groups||Could Have|
|Person Import Process Threshold Check TOPdesk bespoke||Won't Have|
The following additional Quick Calls improvements were agreed in July 2021:
Quick Calls - see all templates associated with an Operator Group (New Filter) (Could Have) Quick Calls - see all templates associated with a Permission Group (New Filter) (Could Have) Quick Calls: Allow employee number lookups (Could Have)
|End of Planning||29-Apr-2021|
|Agree DNS Migration plan||19-May-2021|
|Quick Calls API Lookup||21-May-2021|
|Quick Calls Jiras (1)||28-May-2021|
|UniDesk DNS Migration||18-Jun-2021|
|Review Data Import process||23-Jun-2021|
|Decision on Database Consolidation and Decommissioning||25-Jun-2021|
|Quick Calls Jiras (2)||25-Jun-2021|
|Quick Calls Jiras (3)||16-Jul-2021|