MapRoad - Pavement Management System (PMS) Local Government Management Agency (LGMA)

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1 Project Title: Client: Project Work Package: MapRoad - Pavement Management System (PMS) Local Government Management Agency (LGMA) Support / Project Management Document Title: MapRoad - PMS - Ticket Tracker User Guide Revision History Version Description Author Date 1.0 MapRoad - PMS - Ticket Tracker User Guide Ken Dowling 23/11/2011 Sign Off Organisation Name Position Date 1 P a g e

2 MapRoad PMS Ticket Tracker User Guide To login to the MapRoad PMS Ticket Tracker please go to the following address and enter your username and password. URL: Username: Enter Your Username Password: Enter Your Password Image 1 If you can t remember your password you can use the reminder facility on the MapRoad PMS Ticket Tracker Home Page. Simply click on the reminder link, enter your registered address and click the send button. Your password will be reset and ed to your registered address. Your registered address is the address associated with your MapRoad PMS Ticket Tracker login account. Once you have logged in successfully click on the New Ticket button to start the process of creating a support ticket (see Image 2 below). 2 P a g e

3 Image 2 You will notice in the top right corner a display showing who you have logged in as and also a circular Log Out button. Click once on this button to log out at any time. There is also a Help function in the top right corner that will provide you with general information for each page. Image 3 When creating a new support ticket, firstly choose an appropriate Category. The categories are broken down into MapRoad and Pavement Management System (PMS) categories. So if you have 3 P a g e

4 an issue with the MapRoad > Road Accident module then choose that category from the drop down list or if you have an issue with Printing while using PMS then choose that category and so forth. Once you have chosen the appropriate category proceed to fill out the other fields. Please provide a detailed description of the issue and choose a Browser Type if the issue is PMS related. Click on the Advanced link under the Submit button to attach one or more files and to change the Priority from Normal (default) to Low or High. To remove attachments simply click on the red x beside the attachment s name. Please note that the maximum size allowed for each attachment if 5mb (5,120 kb). Providing screen grab images as attachments to illustrate the issue is always very helpful. Please provide all screen grabs as attachments rather than pasting the image into the text box. Image 4 Once you have completed all fields click on the Submit button to submit the ticket. Within a few minutes you will receive a confirmation to the address associated with your login account. 4 P a g e

5 Image 5 Once you click the submit button your ticket will be created and will look similar to the image shown above (Image 5). Notice on the right side that the status is set to New but is not yet assigned to anyone in Compass. Also, the Ticket ID is set to number 21. This is the unique reference number for this ticket. The MapRoad PMS Ticket Tracker application will only allow Compass support staff to close a ticket i.e. the user who opened the ticket can t close it but can request that it be closed once he/she is happy that the issue has been addressed. Also, only the MapRoad PMS Ticket Tracker administrator in Compass can delete tickets. However, we envisage that most tickets once closed will be added to the Knowledge Base (for future reference) rather than being deleted. 5 P a g e

6 Image 6 A confirmation , similar to the one shown above (Image 6) is sent to the user who submitted (opened) the ticket, to the relevant Compass support staff assigned to the chosen category and also to the Compass MapRoad PMS Ticket Tracker administrator. All correspondence from the MapRoad PMS Ticket Tracker application will be sent from the MapRoad PMS Support Team. This will appear in the From portion of any received s (see Image 6 above). Once the notification is received by the Compass support staff, the primary contact will log into the MapRoad PMS Ticket Tracker and take over the ticket i.e. they become responsible for the support ticket in question. In the two images shown below (Image 7 and 8) the user kdowling has logged into the MapRoad PMS Ticket Tracker and has taken over the new support ticket. Once the primary contact has taken control of the ticket he/she will respond with text and attachments (if required) as illustrated in Image 9 and 10 below. Also, once the ticket has been taken over its status changes from New to In Progress. 6 P a g e

7 Image 7 Image 8 7 P a g e

8 Image 9 Image 10 The user who submitted (opened) the ticket will receive any and all updates via . This user can login to the MapRoad PMS Ticket Tracker at any time, view a ticket s activity and respond accordingly as show in Image 11 below. You will also notice from the image below that the ticket has been assigned to a member of the Compass support staff i.e. see the right side Details section. 8 P a g e

9 Image 11 The user who submitted (opened) the ticket can also update the ticket by simply replying to the previously received . In doing so it is important that the subject-line remains intact and there is a note to that effect in each sent from the MapRoad PMS Ticket Tracker application i.e. NOTE: When replying to this please leave the subject-line intact. All correspondence regarding the support ticket will be captured in the MapRoad PMS Ticket Tracker application and once resolved the ticket can be closed by the relevant Compass support staff in agreement with the original instigator of the ticket who will also receive a final informing them that the ticket has been closed. This ticket can be re-opened by the user (instigator) in the future if so required (see Image 12 below). 9 P a g e

10 Image 12 The ticket can also be added to the Knowledge Base by the MapRoad PMS Ticket Tracker administrator if deemed appropriate (see Image 13 below). Image P a g e